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

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

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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