Job Description

Chief Operating Officer (COO)

211 Big Bend | Full-Time, Salaried

About 211 Big Bend

211 Big Bend operates Helpline 211, the 988 Crisis & Suicide Hotline, Help Me Grow, Lyft Ride United, and the Florida Veterans Support Line for the 8-county Big Bend region. In addition, the agency operates the statewide Florida HIV/AIDS Hotline and the Family Health Line. Volunteer and paid hotline counselors provide callers with free, confidential emotional support, suicide prevention, crisis intervention, information, and community navigation.

Position Summary

211 Big Bend is seeking a Chief Operating Officer (COO) to serve as a key member of the agency’s senior leadership team. The COO is responsible for overseeing agency operations, contract and grant management, administrative functions, and internal systems to ensure organizational effectiveness, accountability, and compliance.

The COO works closely with the CEO and Leadership Team and coordinates quality assurance activities with the Director of Hotline Programs, who has direct supervision of the hotline components. This position directly supervises the Help Me Grow Program Manager and Special Programs Manager.

During times of community emergencies, this role may require availability for extended shifts to support continuity of operations.

Key Responsibilities

Contract and Grant Administration & Financial Management

• Oversee and manage agency contracts, grants, and formal agreements with government agencies and partner organizations
• Serve as the primary agency contact for external contract managers
• Coordinate with directors and supervisors to ensure all contractual requirements are implemented
• Assist with budget planning, contract negotiations, monitoring, and amendments
• Ensure timely preparation, review, and submission of all required contract and grant reports
• Review contracts and related documents for compliance with agency policies, rules, and applicable statutes
• Monitor contract and grant budgets, dashboards, and financial reports in coordination with accounting staff
• Assist with grant writing, funding proposals, and contract-related documentation

Operations and Administration

• Support the CEO agency administration and daily operations
• Provide oversight related to staff orientation, training, professional development, facilities, and vendor agreements
• Assist with human resources audits, personnel policies, and compliance with legal and risk management requirements
• Support staff retention, progression, and succession planning
• Assist with procurement, facility, and supply management as needed

Performance, Compliance, and Quality Assurance

• Coordinate Inform USA and AAS accreditation and certification processes
• Review contract performance standards and ensure systems are in place to meet service expectations
• Assist with the development of annual agency goals, objectives, and outcome models
• Review monthly, quarterly, and annual performance reports
• Ensure accuracy of information and materials shared with the community

Program Oversight

• Oversee specialized community navigation and child developmental programs
• Supervise and evaluate assigned program staff
• Provide operational leadership and support to ensure contract compliance and program performance

Outreach and Partnerships

• Assist the CEO with agency outreach and business development efforts
• Identify and support community partnerships aligned with the agency mission
• Build and maintain collaborative relationships with community partners
• Assist with development of protocols, training, and reporting for new contracts

Additional Duties

• Provide training and presentations to partner agencies as requested
• Attend required training and in-service meetings

Requirements

Minimum Qualifications

• Bachelor’s degree required
• Minimum of three years of supervisory and management experience
• Knowledge of contract administration and State of Florida contract management
• Knowledge of nonprofit financial management, including 2 CFR Part 200 (Uniform Administrative Requirements, Cost Principles, and Audit Requirements for Federal Awards) and applicable State of Florida contract requirements, including Chapter 287 & 215, Florida Statutes
• Strong organizational, communication, and administrative skills
• Ability to communicate effectively, verbally and nonverbally, with staff, volunteers, and the public

Benefits

Compensation and Benefits

• Salaried, full-time position
• Salary range: $75,000–$85,000 per year
• 100% agency-paid individual health insurance
• Generous paid time off (PTO), including annual and sick leave
• 403(b) retirement plan with a 3% employer match
• This position follows a hybrid work schedule, with a combination of on-site (minimum 3 days per week) and remote work, based on operational needs.

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