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About the Role

The Program Manager is responsible for the effective management, planning, and implementation of programs and services to enhance the quality of life of tenants, utilizing a strong combination of project management, performance analytics, community development, and people skills. This role involves developing innovative programs, identifying tenant needs through community engagement, and ensuring programs meet those needs.

Responsibilities

• Manage programs employing Mental Health Recovery Approach, Harm Reduction principles, and Trauma-informed service philosophy.
• Ensure staff create and maintain an effective working and learning environment.
• Develop best-in-class and innovative programs towards achieving operational and service objectives.
• Apply a broad understanding of tenant and participant needs to monitor program effectiveness and take corrective action.
• Collaborate effectively within the team and provide leadership, subject matter expertise, guidance, and support.
• Provide thought leadership for the strategy and execution of the program.
• Lead change within the context of the overall program.
• Make decisions where results have major impact across the organization requiring sophisticated solutions and change leadership.
• Protect the wellbeing of staff by ensuring a safe and healthy working environment.
• Facilitate civic engagement opportunities for tenants.
• Manage recovery-based community activities, events, programs, and networks.
• Represent the organization at system planning and coordination initiatives and external committees.
• Collaborate with Supportive Housing Teams to facilitate building level engagement.
• Develop curriculum/modules and ensure staff are trained to deliver training and workshops for tenants.
• Manage the drop-in program and create meaningful activities, engaging tenants to co-design programming.
• Responsible for the delivery of wellness programs: Social recreational, physical activities.
• Address food security issues by managing food programs, nutrition & budget cooking education, and food banks.
• Implement aging in place and isolation reduction initiatives.
• Develop and implement programs and activities that help tenants with income security.
• Manage the Supported Employment Program.
• Manage programs that connect tenants to government funding and other resources.
• Manage Neighbours Tenant Funds and resources to improve the quality of life of tenants.
• Develop and implement policies, processes, programs, and initiatives that facilitate tenant leadership.
• Develop processes and programs to support tenants to become members of the organization and participate meaningfully in governance.
• Support Tenant and Participant Advisory Committee (TPAC).
• Responsible for coordinating recruitment of tenants for the board.
• Organize and/or deliver leadership and board governance training for tenants.
• Lead or contribute to research on tenant needs and community programs.
• Organize, plan, and implement programs from recommendations using best practice principles.
• Develop and lead qualitative improvement projects for community programs.
• Actively engage as an integral member of the support services leadership team.
• Model the way for employees through purpose and personal commitment to action, results, and client service excellence.
• Develop and sustain a team culture that embodies open and two-way communication, client-centered focus, learning and innovation, accountability for achievement, teamwork, a focus on continuous improvement and respect.
• Support direct reports by providing consistent communication, coaching and motivation.
• Understand where the organization stands in the supportive housing sector and align program objectives with strategic goals.
• Evaluate, refine, and modify the program model.
• Develop and maintain relationships with organizations including police, libraries, community centers, local businesses, and service agencies.
• Provide frontline human resource management and ensure health and safety compliance.
• Instill in and inspire employees through personal example and a dedication to Neighbours core values.
• Hire competent and job-ready employees that align with organizational values.
• Supervise, coach, performance manage, and attendance manage employees.
• Manage employees’ workload assignment and attendance.
• Ensure program areas are adequately supported by staff.
• Represent management, in consultation with Human Resources Department, to manage staff grievances and informal complaints.
• Lead critical incident debriefing process when required.
• Ensure that established standards around privacy and confidentiality of members are maintained.
• Receive complaints and respond and investigate, as necessary.
• Participate in health and safety processes and procedures regularly.
• Ensure a safe workplace environment by cultivating a positive safety culture.
• Participate in all health and safety training initiatives regularly.
• Take proactive action against tenant/participant incidents and ensure staff safety.
• Protect the wellbeing of staff by ensuring a safe and healthy working environment.
• Promote a culture of safety by encouraging blame-free reporting.
• Investigate adverse events by performing a root cause analysis.
• Provide input to team and support services program budgets.
• Follow funding guidelines and relevant legislations to purchase program supplies, track inventory, approve team expenses, and review expense statements.
• Ensure program meets its target within the assigned budget.
• Manage the program budget and optimize outputs.
• Audit program records, tenant notes, assessments, and incident reports.
• Evaluate services and programs for continuous quality improvement.
• Run reports from Client Information Management Software (Treat) and Ontario Common Assessment of Need (OCAN) to analyze trends.
• Receive and resolve tenant complaints.
• Understand how to get information from Yardi and help to bridge technical gap.
• Develop new funding proposals when appropriate.
• Prepare internal reports or for funders on program activities.
• Coordinate with finance department on the expense report.
• Make presentations when required.
• Coordinate visits and inspections from Funders and the Board.
• Initiate improvement or corrective measures as necessary.
• Fill in for other managers during their absences within the Support Services Department.
• Attend regular supervision meetings with the Director of Support Services.
• Keep Senior Management informed of relevant issues.
• Be knowledgeable about and act within relevant legislation.
• Model the organizational values, policies, and professional ethics.
• Demonstrate commitment to the strategic directions.
• Demonstrate active support for organizational direction and priorities.
• Proactively engage in program and organizational change activities.
• Model and promote a culture where everyone is accountable for making sure decisions and goals are met.
• Identify and remove barriers to service excellence.
• Demonstrate personal commitment and culture to wellness.
• Participate in a work culture of positive thinking, initiative, and creativity.
• Commitment to improve professional knowledge to recognize trends and issues.
• Develop and maintain collaborative working relationships with allied community agencies and professionals.
• Participate in community committees and internal Neighbours committees as required.
• Comply with the policies of the Neighbours including those pertaining to the confidentiality of client information.
• Participate in internal committees as assigned.
• Keep the Manager informed and updated on relevant issues.
• Participates in regular supervisory sessions with the Director, Support Services.

Requirements

• Bachelor of Social Work (BSW), or Social Services (BSS), or other social sciences commensurate to work experience providing mental health support and social system navigation to people experiencing homelessness.
• Minimum 5 years’ experience in serving people who have experienced homelessness and/or precariously housed, mental health and/or addiction issues, and poverty.
• Minimum 3 years’ experience in supervising employees, preferably in a unionized environment.
• Experience in leadership and managing people, including mentoring, coaching, performance management, team building, and training.
• Knowledgeable about the Collective Agreement and management rights.
• Proficiency in monitoring and evaluating the effectiveness of the organization's services to residents, make changes when necessary.
• Knowledgeable in community mental health, community development, social work, homelessness, addiction, poverty, diversity, and housing.
• Knowledge in Mental Health Recovery Approach, Harm Reduction principles, Mental Health Act, Ontario Human Rights Code, Personal Health Information Protection Act, the Accessibility for Ontarians with Disabilities Act.
• Knowledgeable in Residential Tenancies Act, Child and Family Services Act, the Housing Services Act, the Ontario Fire and Building Codes, and the Occupational Health and Safety Act, and life safety systems in buildings are assets.
• A successful police record check for Vulnerable Sector is required.
• Candidates must be legally entitled to work in the country where this role is located.

Skills

• Project management
• Performance analytics
• Community development
• People skills
• Communication (listening, verbal, written, and presentation)
• Interpersonal skills
• Problem solving
• Conflict resolution
• Crisis prevention/intervention
• Analytical skills
• Budgeting
• Expense control
• Understanding service data
• Reporting
• Using client/tenant information management software including Treat and Yardi
• Microsoft Outlook
• Microsoft Word
• Microsoft PowerPoint
• Virtual meeting platforms
• Online information searches

Location

• Neighbours locations

Work Type

• Full-time
• Onsite

Experience Level

• Minimum 5 years’ experience in serving people who have experienced homelessness and/or precariously housed, mental health and/or addiction issues, and poverty.
• Minimum 3 years’ experience in supervising employees, preferably in a unionized environment.
• Experience in leadership and managing people, including mentoring, coaching, performance management, team building, and training.

Education Level

• Bachelor of Social Work (BSW), or Social Services (BSS), or other social sciences commensurate to work experience providing mental health support and social system navigation to people experiencing homelessness.
• Master's Level Education is considered an asset.

Benefits

• Accommodations are available upon request for candidates with disabilities who are participating in the recruitment process and for those hired.

About the Company

• This position is being posted in response to an existing vacancy at Neighbours Community Homes.