Summary:
The Director of Operations is responsible for providing administrative leadership toward the
development and effective management of the organization’s operations. The Director of Operations will
oversee the day-to-day business operation, ensuring efficiency, cost-effectiveness, and smooth
functioning by planning, directing, and coordinating operational activities across various departments.
The Director of Operations will work collaboratively with clinical/program staff as well as with other
members of CMHA leadership, DMHAS, DCF, DOC, and other external entities to achieve efficient, timely
and clinically indicated care consistent with program goals and agency mission. The Director of
Operations will manage the departments in compliance with agency directives and initiatives by utilizing
Key Performance Indicators and other data to maintain fidelity with funder’s models, licensing
regulations and payer’s requirements.
Essential Responsibilities and Target Outcomes:
- Drive critical innovation operations functions, including planning, budgeting, and reporting, to enable
revenue-generating solutions in partnership with senior and executive leaders.
- Lead cross-functional coordination to streamline workflows and enhance effectiveness in processes and
systems.
- Evaluate and recommend cost-effective EHR and IT system solutions to improve efficiency, overseeing
second level implementation within set deadlines.
- Implement standardized processes to enhance the efficiency of client service teams and optimize
performance across the organization.
- Establish collaborative relationships with program and administrative leaders to align goals and improve
operational efficiency, while regularly reviewing and updating policies to support organizational growth.
- Supervise and manage staff from different departments to ensure seamless collaboration and
coordination while focusing on resource allocation, performance management, and career development.
- Evaluate the efficiency of existing business procedures and implement improvements to optimize
productivity utilizing six sigma and lean strategies.
- Review operations’ effectiveness by conducting and documenting audits that measure objectives,
develop, and monitor plans of corrections when those objectives have not been achieved.
- Distribute people and time according to priorities; determine how to best utilize staff and resources
efficiently and effectively to accomplish a task or project to improve coordination and productivity.
- Ensure proper documentation of critical incidents and investigates and reports incidents to appropriate
state and/or federal agencies, as needed.
- Provide second level of oversight to performance improvement efforts including clinical record reviews,
outcome management, compliance, accreditation and outcome measurement for state and federal
grants.
- Identify operational inefficiencies, analyze problems in a systematic but timely manner, and act
decisively to implement solutions and resolve crises.
- Represent and promote CMHA at community functions and required meetings and communicates
potential client/community needs to Supervisor that will assist in future program development.
- Manage and utilize information in the form of Key Performance Indicators and other outcome measures
to enhance performance.
- Perform other related duties as assigned.
Principal Customers:
All clinical and medical staff of referring facilities/agencies: DMHAS/DCF/Hospitals/ Schools/Medical
providers, Visiting Nurses, leadership. Regulatory/Accreditation personnel: DPH, DSS, DDS, Joint Commission.
Critical Work Relationships:
Executive Team, Senior Team, Clinical Directors, Clinic Staff, DMHAS, DSS, DDS, DCF, DOC, Other
funders/payer’s, Courts, Visiting Nurses, Clinical and Medical Providers, Legal Representatives, Family
Members, Temporary/Transitional Living Facilities, other programs within CMHA and other social service
agencies.
Education:
Master’s degree in psychology, public health, business administration or related field
required.
Credentials and Licenses:
Connecticut Licensure in a Behavioral Health discipline. (LCSW, LPC, LMFT, etc.)
Experience Minimum of five (5) years of experience in the delivery of mental health and addiction
services with adults, families, children and/or adolescents.
- Proven track record as a team leader with an understanding of management
practices.
- Planning, executing, and monitoring project progress to completion.
- Utilizing data to make recommendations to senior and executive leadership.
- Multi-team management experience
Competencies: Behavioral Skill Sets
- Demonstrates project and budget management skills.
- Strong business acumen with a broad understanding of fundamental business
principles.
- Clear and effective communication to act as a liaison between different
departments, building relationships and resolving conflicts
- Analytical problem-solving skills with attention to detail.
- Ability to set overall department strategy and drive process improvement.
- Excellent oral and written communication skills.
- Strong interpersonal skills with ability to collaborate and build a consensus in a
high-pressure environment.
- Ability to build strong relationships with employees, clients, funders/donors,
allied social agencies.
- Ability to respond calmly to emergency and crisis situations with clients, staff
and their environments.
- Organizational ability to deal with many groups and individuals at once.
- Ability to identify work related problems, analyze problems in a systematic but
timely manner, and act decisively to implement solutions and resolve crises.
- Ability to effectively communicate in English both orally and in writing.
- Ability to ensure the security and confidentiality of client information and
records in a manner consistent with professional and CMHA code of ethics.
- Awareness/sensitivity to all types of issues related to client diversity.
Leadership Competencies: Behavioral Skill Sets
Resource Management:
Ensures adherence to CMHA budget; through intentional utilization of external resources, grants, implementation of revenue generating projects, and collaborates interdepartmentally for best practice.
Staff Management:
Sets high, attainable standards and expectations for staff. Directs assigned departments by defining expectation. Responsible for talent acquisition. Provides team feedback through individual and group supervision. Models a collaborative culture and encourages discretionary effort. Addresses and resolves employee relations issues. Provides training consistent with current and future job requirements.
Quality & Compliance:
Ensures adherence to all policies and procedures and the organization’s Mission & Values. Maintains knowledge of and adherence to legal and regulatory requirements and includes information in ongoing employee education. Participates in the development and implementation of new programs, protocols, and processes.
Customer Service/Relationship Management:
Maintains a professional, courteous, and positive demeanor in all interactions. Works collaboratively, participates in achieving common goals, shares knowledge and expertise. Conveys information clearly, listens with empathy, and accepts constructive feedback.
Professional Development:
Engages in and sustains professional affiliations. Stays current with knowledge, skills, and credentials by participating in seminars, conferences, and other educational opportunities. Reinforces new learning and development in routine supervision and oversight. Actively seeks out new information and monitors industry trends to deepen expertise in their field. Cultivates a mindset rooted in continuous learning and growth.
Strategic Planning:
Drives organizational growth by setting innovative goals and evaluating operations, leveraging strong analytical and communication skills to implement adaptive, high-impact strategies and monitor performance outcomes.
Community/Public Image:
Acts as a visible and effective ambassador for CMHA, actively participating in community and industry affairs to promote and enhance the agency's public image. Coaches and empowers staff to engage meaningfully in local, state, and national initiatives relevant to the organization’s mission. Maintains a deep understanding of emerging trends, policies, and developments that impact the organization and the communities it serves. Approaches every interaction, internal and external, with knowledge, passion, and purpose.
Personal Leadership:
Guided by the ten (10) principles of personal leadership, fosters self-awareness, builds and maintains professional relationships. Focuses on continuous learning and development and strives for improvement and inspires others to do the same. Takes responsibility for one’s actions and outcomes.
1. Be in the Moment
2. Be Authentic & Humanistic
3. Volunteer Discretionary Effort Constantly
4. Model High Performance-Desired Behaviors that Drive Desired Results
5. Respect and Leverage Separate Realities
6. Be Curious vs. Judgmental
7. Look in the Mirror First - Be Accountable
8. Have Courageous Conversations
9. Provide Timely, Clear, and Specific Performance Expectations and Feedback, and
10. Teach, Coach, and Mentor - Spend at least half your time developing others.
