Position & Description:

The Chief Program Officer is responsible for designing, managing, and continuously improving the systems, processes and resources necessary to engage and support clients at CityLink. This is a key position that leads a significant portion of CityLink’s team and leads our approach to fulfill our mission.

The Chief Program Officer is the key interface between service delivery organizations and CityLink Center staff to determine how best to impact clients’ lives. The Chief Program Officer will supervise and support the Program Director, the Volunteer Manager, the Spiritual Growth Director, and the Continuous Improvement Manager.

The Chief Program Officer will establish and execute the CityLink program model for client engagements at the center including but not limited to: program portfolio, program design, service integration, service provider support, metrics and measurement reporting, client path, and client experience.

Mission and Vision Support:

The Chief Program Officer directly supports CityLink’s vision and mission through shaping and leading the client experience. The role creates the network of services, pathways, and processes to assist our clients. Through this engagement the lives of clients will be changed while leveraging the strength of partners and volunteers to address this pressing community need.

Job Duties and Responsibilities (Other duties may be assigned as appropriate):

Program Leadership

• Establish program focus and direction, lead team to consistently deliver results.
• Design integrated processes and systems for increased scale and scope across partnerships.
• Evaluate program and processes for efficiency and improvements.
• Analyze outcome metrics, activities and client feedback to identify improvement areas.
• Researches resources for improvement/integration.
• Look externally for benchmarks, program improvements and innovations to improve services.

Identify and Maintain Community Partnerships

• Manage Resident Partner relationships through monthly meetings and coordination.
• Vet community organizations for identification of Resident, Visiting, and Referral Partners.
• Maintain healthy partnership with community partners.
• Identify strategic synergies to increase capacity, scale, and scope.
• Establish communication path and checkpoints to review program and processes.
• Facilitate year-end reviews and identify opportunities to pursue and shore up any gaps.

Center Leadership

• Represent organization externally to community partners and public.
• Establish operational structure between partners for program management.
• Create and align upon mutual goals to advance respective missions.
• Supervise core leadership teams for program implementation and facilitation.
• Identify and secure additional staffing and capacities to deliver work.

Research and Continuous Improvement

• Research models and best practices for future development.
• Develop internal evaluation process and review for program effectiveness and annual planning.

Position Qualifications

• Mature in faith and committed to continuous growth
• Ability to think strategically across multiple priorities and initiatives
• Self-starter and solution focused
• Possess a strong process orientation – high organizational skills and follow-through
• Works well with diverse groups of people and able to lead collaboration
• Ability to work productively through challenging situations

Education and Experience

• Possess a bachelor’s degree in applicable field
• Experience in designing and implementing complex processes and systems to deliver outcomes
• Experience leading teams
• Experience in working in highly collaborative environment with multiple partners
• Knowledge of management principles and evaluation methods for continuous improvement

Skills

• Proficient in basic computer applications, such as Microsoft and web applications
• Familiarity and proficiency in case management software or other similar systems
• Organization and planning skills

Capabilities

• Demonstrated capability to conduct one’s self in a calm and professional demeanor when dealing with the public and/or with difficult situations
• Demonstrated capability to effectively communicate orally and in writing
• Ability to work well with a diverse group of staff and volunteers
• Willingness to adjust hours to accommodate the needs of the job
• Ability to effectively manage a wide array of tasks, projects, and responsibilities
• Ability to simultaneously work on multiple initiatives in a dynamic environment

Time Commitments

• Hours are generally Monday through Friday, between 8am and 9pm
• Must be available for special events, meetings, and training

Time Commitment: 40+ hours /week

Reports To: Johnmark Oudersluys, Executive Director of CityLink Center