Vice President Client Engagement Jobs in Rochester, NY

Job Description: Description: Position Summary The Vice President of Residential Services is a senior organizational leader responsible for activating, leading, and holding accountable a high-performing residential workforce that operates in alignment with East House’s values of Humanistic, Optimistic, Progressive, Integrity, and Collaboration. As a member of the Leadership Team, this role provides strategic leadership, operational oversight, and performance accountability for all residential services. The Vice President ensures that services and operations deliver high-quality, person-centered care, achieve defined outcomes, meet regulatory and contractual requirements, and operate within approved budgets and utilization targets. This role translates organizational strategy into execution, aligns people and resources to priorities, and ensures that leaders and teams are accountable for results. The Vice President represents East House with funders, regulators, and community partners and serves as the senior program leader in the absence of the Chief Program Officer, as designated. In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. East House considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. ESSENTIAL FUNCTIONS Strategic Leadership & Program DevelopmentPartner with the Chief Program Officer and other Leadership Team members to lead and execute on the strategic direction for residential services in alignment with East House’s mission, values, and strategic priorities that support organizational growth and sustainability. Partners with the Chief Program Officer to identify, design, and implement new or expanded residential program opportunities aligned with community need, funding viability, and organizational strategy. Analyze trends in behavioral health, housing, funding, and community needs to identify risks, opportunities, and programmatic responses. Translate strategy into clear operating plans, priorities, and measurable objectives for residential programs and leadership teams. Ensures appropriate SLT visibility into residential services through structured reporting, program reviews, and participation in governance discussions as appropriate. Program Performance, Quality, and Outcomes AccountabilityHold full accountability for residential programs achieving defined outcomes, quality standards, utilization targets, and budget expectations. Ensure all programs deliver effective, person-centered, evidence-based services responsive to participant needs and demographics. Lead development, implementation, and monitoring of quality improvement plans, integrating regulatory, funder, and best-practice requirements. Use data, benchmarks, and performance metrics to evaluate program effectiveness, identify gaps, and drive continuous improvement. Oversee annual program evaluations, performance reporting, and outcome measurements across all residential services. Ensure achievement of maximum occupancy and utilization targets across programs. People Leadership, Workforce Activation, and AccountabilityBuild, lead, and retain a high-performing, values-aligned management team capable of delivering results in a complex regulatory environment. Creates and sustains a positive, inclusive, and respectful culture that builds organizational pride and supports high performance. Translate organizational and program goals into clear expectations, performance metrics, and accountability structures. Provide leadership, coaching, and supervision to direct reports; ensure leaders effectively manage their teams. Hold leaders accountable for staff performance, engagement, compliance, and outcomes. Ensure timely and accurate performance evaluations, compliant differentiated pay practices, and corrective action when performance does not meet expectations. Ensure employees with performance deficiencies are supported through coaching, improvement plans, and addressed promptly when improvement is not achieved. Takes decisive action when sustained improvement is not achieved. Develops and maintains succession and backup plans for key leadership roles to ensure continuity of operations and future readiness. Compliance, Risk Management, and Regulatory OversightEnsure full compliance with all applicable federal, state, and local regulations, including OMH, OASAS, HIPAA, and contractual requirements. Maintain licensing, certification, and accreditation with no outstanding corrective actions. Oversee implementation of compliance policies, procedures, and training to ensure staff understanding and adherence. Proactively identify and address compliance risks, operational gaps, and corrective action needs. Financial Stewardship & Operational EffectivenessEnsure residential programs operate within approved budgets while meeting service, quality, and utilization goals. Partner with finance and program leadership to monitor financial performance, manage resources effectively, and support sustainable growth. Establish and monitor performance measures to improve efficiency, effectiveness, and adaptability across residential services. Balance quality, compliance, workforce sustainability, and fiscal responsibility in decision-making. Community, Funder & System LeadershipServe as a senior representative of East House with funders, regulators, and community partners. Strengthen relationships with key funders and system partners, including counties and state agencies. Ensure residential programs are visible, accessible, and well-understood by referral sources and community stakeholders. Advocate for participant needs and collaborate with system partners to improve service coordination and outcomes. Support partnerships that advance East House’s mission, strategic priorities, and system impact. Other Delivery of consistent, measurable results, including: Achievement of residential program outcomes, quality goals, and utilization targets Sustained regulatory compliance with no unresolved findings Strong financial performance aligned with approved budgets High-performing, accountable leadership teams Positive staff engagement and retention within residential services Effective execution of strategic priorities and operating plans Strong, trust-based relationships with funders, partners, and regulatory bodies COMPETENCIES Alignment with East House ValuesHumanistic, Collaborative, Optimistic, Progressive, Integrity. Represents the organization professionally and aligns with its mission. Performs work with integrity and in compliance with established processes, procedures, and regulations. AccountabilityTakes responsibility for all work activities and personal actions. Follows through on commitments; implements decisions that have been agreed upon. Maintains confidentiality with sensitive information. Acknowledges and learns from mistakes without blaming others. Recognizes the impact of one’s behavior on others. Commitment to Belonging, Respect, and Building a Supportive CommunityValues and appreciates the unique backgrounds, experiences, and perspectives of every individual. Actively includes others in conversations and decision-making, fostering connections by learning about others' interests, and celebrating achievements to make individuals feel valued. Listening without judgment, communicating and interacting politely and civilly, and acknowledging others' contributions to show appreciation and build trust. Offering help, encouraging collaboration, and creating safe spaces where everyone feels comfortable sharing ideas and concerns. Operational Efficiency, Feedback, Continuous ImprovementManages day-to-day operations efficiently. Focus on process improvements and optimization. Provides and receives constructive feedback in a respectful manner and uses feedback to learn and improve both individually and as a team. Relationship Building/CollaborationDevelops and maintains positive relationships based on trust, respect, and mutual support. Builds and leads high-performance teams and establishes high standards of performance and conduct for oneself and others. Strategy Vision & ExecutionDevelops strategies and plans with a solution focus. Achieves goals and embraces learning. Exhibits strategic agility and a drive for results. Leads systems effectively and demonstrates political savvy. Possesses strong business acumen. Working Conditions/Work EnvironmentTraditional office or household environment. Occasionally subjected to pressure due to time demands. Travel to other East House facilities. Must be able to respond to off-duty emergencies. Must be available to work on weekends and some evenings. Constant variations in daily assignments, frequency of interruptions, volume of work, performing/presenting in front of others Position requires frequent local travel and occasional regional travel Physical Demands/Work EnvironmentJob frequently requires sitting, handling objects and paperwork, work with a computer and communicating with others both verbally and in written format. Job involves occasional lifting of up to 30 lbs., walking, standing and reaching. Finger dexterity to a level that allows the ability to operate a telephone and computer keyboard. Hearing needed to a level that enables one to hear normal conversation. Visual requirements to the level of being able to read documents and a computer screen. Ability to read and interpret policies, procedures and various other information. Ability to maintain emotional control under stressful situations. Ability to travel and access client homes, which may or may not be handicap accessible. Reasonable Accommodation East House provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-238-4800 or email your request to HRTeam@easthouse.org. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. EEO Statement East House provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability, or any other protected statuses in its hiring, promotions, and other employment activities. Requirements: Education & ExperienceBachelor’s degree in healthcare, or related fields with a minimum of eight years’ experience in supervision and administration, preferably in a mental health/chemical dependency program; or the equivalent in relevant education, training, and paid experience. A master’s degree in healthcare administration, social work, public health, or a related field is highly preferred. Licensure/CertificationsQualified Health Professional as defined by NYS OMH and/or NYS OASAS is required. NYS motor vehicle license, safe driving record, and availability of personal car for work. Required Skills/Abilities Experience with behavioral health care systems and OMH, OASAS and VESID. Skill in planning, organizing, directing and coordinating a wide range of activities. Demonstrated leadership skills in personnel and administration; program evaluation and quality assurance; budgeting, and resource management. Demonstrated ability to communicate effectively and work cooperatively with culturally diverse persons and other staff; Counseling and clinical supervision skills are preferred Ability to use data to improve program practices Computer Literacy as evidenced by the ability to go online and conduct basic searches on the Internet, check his/her email account, create and send email with an attachment and use simple email features. Can open spreadsheets and word processing documents to read and make simple edits. Microsoft Word skills as evidenced by the ability to produce basic business letters and simple tables and charts; as well as check spelling, set tabs, change page orientation, sort, save, open and organize electronic files. Microsoft Excel skills as evidenced by the ability to use workbooks, create simple formulas, insert and delete data, create and edit charts, filter and sort lists, and format data. Experience using multiple database programs required.