Chief Program Officer

Joseph's House & Shelter; City of Troy (NY); On-site; USD 90,000 - 94,000; Full time

Job summary

Joseph’s House & Shelter in Troy, NY, seeks a Chief Program Officer to lead core programs and report to the Executive Director. The CPO will supervise Directors of Supported Housing, Shelter Services, and Outreach Services, shaping strategy, performance, and service quality.

The role focuses on trauma-informed, equity-minded, client-centered service delivery, strong collaboration with senior leadership, and sustainable program growth across departments.

Qualifications

• Minimum of 7 years of progressive experience in human services, nonprofit services, housing, shelter, homelessness services, behavioral health, or a related field.
• Minimum of 5 years of management or leadership experience, including responsibility for supervising managers or Directors.
• Demonstrated experience leading multiple programs, departments, or service areas.
• Strong knowledge of program development, service delivery, compliance, budgeting, and performance management.
• Demonstrated ability to lead through complex operational and organizational challenges.
• Strong analytical, problem-solving, communication, interpersonal, and organizational skills.
• Ability to establish priorities, make sound decisions, delegate effectively, and maintain accountability in a complex and fast-paced environment.
• Demonstrated commitment to serving individuals and families experiencing homelessness and housing instability.
• Commitment to ongoing learning, professional growth, reflection, and adapting leadership practices in response to changing organizational and community needs.

Responsibilities

• Serve as a member of the senior leadership team and contribute to organizational planning, policy development, and strategic decision-making.
• Lead the development and implementation of program priorities and operational strategies in alignment with organizational goals and the direction of the Executive Director.
• Translate organizational goals into measurable program objectives, outcomes, and operational plans.
• Provide the Executive Director and senior leadership with regular information regarding program performance, staffing, service delivery, compliance, risks, emerging needs, and opportunities.
• Lead long-term program planning related to development, expansion, restructuring, and sustainability.
• Identify and advance opportunities to strengthen coordination and service delivery across all departments.
• Provide direct supervision, leadership, and support to the Directors.
• Establish clear expectations, decision-making authority, measurable goals, and performance standards for program Directors.
• Conduct regular supervision with each Director and provide coaching, professional development, feedback, recognition, and accountability.
• Ensure Directors effectively lead their departments, supervise their teams, manage staffing and resources, and maintain accountability for program performance.
• Conduct and participate in performance evaluations and ensure performance concerns are managed promptly, consistently, and constructively.
• Direct the response to significant operational, staffing, performance, and service-delivery challenges in partnership with program Directors and other organizational leaders as appropriate.
• Promote consistency in service standards, documentation, policies, and procedures while recognizing the distinct needs and responsibilities of individual programs.
• Ensure programs consistently provide high-quality, person-centered services aligned with the agency’s mission and values.
• Establish and monitor meaningful program performance indicators, outcomes, and service standards.
• Use program data, client outcomes, utilization, staffing information, incident trends, and other information to evaluate effectiveness and drive continuous improvement.
• Promote evidence-informed practices, including trauma-informed care, harm reduction, Housing First, and other approaches appropriate to the populations served.
• Ensure client rights, dignity, safety, confidentiality, and equitable access to services are maintained throughout program operations.
• Identify barriers, service gaps, and opportunities for improvement and lead program Directors in developing and implementing effective solutions.
• Strengthen coordination and continuity of care across programs to reduce service gaps and unnecessary duplication.
• Maintain executive-level oversight of program compliance with contracts, grants, licensing requirements, accreditation standards, agency policies, and applicable requirements.
• Ensure program Directors maintain appropriate systems for required documentation, reporting, audits, monitoring, and corrective action.
• Review significant incidents, compliance concerns, and emerging risks and ensure appropriate response, documentation, follow-up, and organizational learning.
• Partner with the Executive Director, Human Resources, and other leaders to mitigate safety risks.
• Participate in internal and external audits, monitoring visits, inspections, and program reviews as appropriate and ensure corrective actions are implemented.
• Lead development, evaluation, and continuous improvement of new and existing programs.
• Assess community needs, service gaps, emerging trends, and program outcomes to inform growth or restructuring.
• Support grant development by providing program expertise and outcomes information.
• Establish a planning rhythm with Development and Finance to assess program performance and funding.
• Partner in budget development, monitoring, and forecasting for programs.
• Review budget-to-actual performance and ensure fiscal responsibility.
• Identify opportunities to improve operational effectiveness while maintaining high-quality services.
• Partner with HR to develop recruitment, retention, and leadership development strategies.
• Promote a healthy, inclusive, and accountable workplace culture.
• Represent Joseph’s House & Shelter in community forums and with partners to advance collaboration.
• Develop relationships with funders, government agencies, and service organizations.

Skills

Leadership experience

Strategic leadership

People management

Program development

Job description

Description

Chief Program Officer

Department: Programs
Reports To: Executive Director
Supervises: Director of Supported Housing, Director of Shelter Services, Director of Outreach Services
Employment Status: Full-Time
FLSA Status: Exempt
Salary: $90,000–$94,000 annually
Location: Joseph’s House & Shelter, Inc.

Position Summary

The Chief Program Officer (CPO) is a senior leadership position responsible for the strategic, operational, and administrative leadership of Joseph’s House & Shelter’s core program services, including Supported Housing, Shelter Services, and Outreach Services.

The CPO leads and supports the Directors of Supported Housing, Shelter Services, and Outreach Services, establishing clear expectations and accountability while ensuring each Director has the resources, guidance, and authority necessary to effectively lead their department.

In partnership with the Executive Director and senior leadership team, the CPO translates organizational priorities into measurable program objectives and operational plans; evaluates program performance; manages significant operational challenges; strengthens service delivery; and identifies opportunities for sustainable program development and growth.

The CPO promotes a culture of trauma-informed, person-centered, non-judgmental, equitable, and evidence-informed service delivery and strengthens communication, coordination, and shared accountability across the organization.

Essential Duties and Responsibilities

1. Executive and Strategic Leadership

• Serve as a member of the senior leadership team and actively contribute to organizational planning, policy development, and strategic decision-making.
• Lead the development and implementation of program priorities and operational strategies in alignment with organizational goals and the direction of the Executive Director.
• Translate organizational goals into measurable program objectives, outcomes, and operational plans.
• Provide the Executive Director and senior leadership with regular, meaningful information regarding program performance, staffing, service delivery, compliance, risks, emerging needs, and opportunities.
• Lead long-term program planning related to development, expansion, restructuring, and sustainability.
• Identify and advance opportunities to strengthen coordination and service delivery across all departments.

2. Program Leadership and Accountability

Provide direct supervision, leadership, and support to the:

• Director of Supported Housing
• Director of Shelter Services
• Director of Outreach Services

Through these Directors, the CPO provides leadership and oversight to employees within the agency’s program departments.

The CPO will:

• Establish clear expectations, decision-making authority, measurable goals, and performance standards for program Directors.
• Conduct regular supervision with each Director and provide coaching, professional development, feedback, recognition, and accountability.
• Ensure Directors effectively lead their departments, supervise their teams, manage staffing and resources, and maintain accountability for program performance.
• Conduct and participate in performance evaluations and ensure performance concerns are managed promptly, consistently, and constructively.
• Direct the response to significant operational, staffing, performance, and service-delivery challenges in partnership with program Directors and other organizational leaders as appropriate.
• Promote consistency in service standards, documentation, policies, and procedures while recognizing the distinct needs and responsibilities of individual programs.

3. Program Quality, Performance, and Service Delivery

• Ensure programs consistently provide high-quality, person-centered services aligned with the agency’s mission and values.
• Establish and monitor meaningful program performance indicators, outcomes, and service standards.
• Use program data, client outcomes, utilization, staffing information, incident trends, and other qualitative and quantitative information to evaluate effectiveness and drive continuous improvement.
• Promote evidence-informed practices, including trauma-informed care, harm reduction, Housing First, and other approaches appropriate to the populations served.
• Ensure client rights, dignity, safety, confidentiality, and equitable access to services are maintained throughout program operations.
• Identify barriers, service gaps, and opportunities for improvement and lead program Directors in developing and implementing effective solutions.
• Strengthen coordination and continuity of care across programs to reduce service gaps and unnecessary duplication.

4. Compliance, Risk Management, and Organizational Accountability

• Maintain executive-level oversight of program compliance with contracts, grants, licensing requirements, accreditation standards, agency policies, and applicable federal, state, and local requirements.
• Ensure program Directors maintain appropriate systems for required documentation, reporting, audits, monitoring, and corrective action.
• Review significant incidents, compliance concerns, and emerging risks and ensure appropriate response, documentation, follow-up, and organizational learning.
• Partner with the Executive Director, Human Resources, and other organizational leaders to identify and mitigate operational, legal, financial, employee, client, and organizational safety risks.
• Participate in internal and external audits, monitoring visits, inspections, and program reviews as appropriate and ensure resulting corrective actions are implemented and monitored.

5. Program Development, Sustainability, and Financial Oversight

• Lead the development, implementation, evaluation, and continuous improvement of new and existing programs.
• Assess community needs, service gaps, emerging trends, and program outcomes to inform recommendations for program growth, restructuring, improvement, or discontinuation.
• Support grant development and funding opportunities by providing programmatic expertise, outcome information, and operational guidance.
• Establish a regular planning rhythm with Development and Finance to assess program performance, funding, financial sustainability, emerging needs, and opportunities for growth.
• Partner with the Executive Director, Finance, and program Directors in developing, monitoring, and forecasting program budgets.
• Review budget-to-actual performance and ensure Directors understand and fulfill their fiscal responsibilities.
• Identify opportunities to improve operational effectiveness and responsible use of resources while maintaining high-quality services.

6. Workforce and Leadership Development

• Partner with Human Resources and program Directors to develop and implement strategies related to recruitment, retention, workforce development, performance management, and organizational capacity.
• Evaluate program staffing structures with Directors and ensure they are responsive to funding, workload, program requirements, and service demands.
• Promote effective onboarding, training, supervision, and professional development throughout program departments.
• Develop leadership capacity among Directors and other supervisory staff and support succession planning and professional growth.
• Develop and implement strategies with Human Resources and program leadership to resolve organizational and program-level workforce challenges.
• Promote a healthy, respectful, accountable, inclusive, and collaborative workplace culture.

7. External Relationships and Community Partnerships

• Represent Joseph’s House & Shelter by attending community meetings, professional networks, coalitions, collaborative initiatives, and other external forums as appropriate.
• Develop and maintain productive relationships with community partners, funders, government agencies, healthcare providers, housing partners, and other service organizations.
• Participate in community planning related to homelessness, housing, shelter, outreach, and supportive services.
• Serve as a knowledgeable spokesperson for the agency’s programs when appropriate.
• Identify and advance opportunities for partnership, systems coordination, and improved service delivery for people experiencing homelessness and housing instability.

8. Incident Response and Organizational Continuity

• Provide leadership during significant program incidents, emergencies, and operational disruptions.
• Direct and support program leadership in assessing and responding to critical incidents.
• Ensure significant incidents receive appropriate documentation, reporting, investigation, communication, and follow-up.
• Participate in emergency preparedness and organizational continuity planning.
• Ensure lessons learned from incidents and operational challenges inform future policies, procedures, training, risk management, and program practices.

Requirements

Qualifications Required

• Minimum of 7 years of progressive experience in human services, nonprofit services, housing, shelter, homelessness services, behavioral health, or a related field.
• Minimum of 5 years of management or leadership experience, including responsibility for supervising managers or Directors.
• Demonstrated experience leading multiple programs, departments, or service areas.
• Strong knowledge of program development, service delivery, compliance, budgeting, and performance management.
• Demonstrated ability to lead through complex operational and organizational challenges.
• Strong analytical, problem-solving, communication, interpersonal, and organizational skills.
• Ability to establish priorities, make sound decisions, delegate effectively, and maintain accountability in a complex and fast-paced environment.
• Demonstrated commitment to serving individuals and families experiencing homelessness and housing instability.
• Commitment to ongoing learning, professional growth, reflection, and adapting leadership practices in response to changing organizational and community needs.

Core Competencies

The successful candidate will demonstrate:

• Strategic and Operational Leadership – Translates long-term organizational priorities into practical strategies, measurable outcomes, and effective day-to-day program operations.
• People Leadership and Accountability – Develops strong leaders, delegates effectively, establishes clear expectations, recognizes strong performance, and maintains accountability.
• Sound Judgment and Problem Solving – Analyzes complex situations, considers organizational and human impact, manages risk, and makes timely, practical decisions.
• Collaboration and Communication – Builds effective relationships across departments and with clients, employees, community partners, funders, and other stakeholders.
• Program and Fiscal Stewardship – Understands effective human services operations, program outcomes, compliance responsibilities, budgets, and the responsible use of organizational resources.
• Equity, Inclusion, and Adaptability – Leads with respect, cultural humility, curiosity, and a commitment to equitable services and workplace practices while effectively navigating change.

Physical and Work Environment Requirements

• Ability to work in a variety of office, shelter, housing, and community-based environments.
• Ability to travel between agency locations and community partner sites as needed.
• Ability to attend meetings, trainings, and community events outside of regular business hours when necessary.
• May be required to respond to urgent program matters outside of normal business hours.