CRCL Victoria Program Manager

AVI HEALTH & COMMUNITY SERVICES (AVI) is a multi-disciplinary community-based organisation providing HIV, hepatitis C and harm reduction services out of 5 locations across Vancouver Island. AVI provides services to people living with HIV and hepatitis C and harm reduction clients. We take evidence-based action to prevent infection, provide support, and reduce stigma. We work within a social justice and health promotion framework to ensure equity and access to services for all.

At the core of what we do is our ability, and commitment to, creating meaningful connections. Every day, we strive to create meaningful connections between clients and staff, between peers, between staff members, between organizations, between communities, and between funders and impactful programs. For more info see www.avi.org

THE AVI COMMUNITY-LED CRISIS RESPONSE TEAM

Is a peer assisted care program and a mobile crisis response team, led by persons with lived/living experience and mental health professionals, who are able to de-escalate crises and develop community care plans with persons experiencing crisis. The CLCR Team is an approach to responding to someone in crisis that focuses on health, wellbeing, and community support. Utilizing a community-based, client-centered, trauma-informed response, a peer- assisted model of care has been proven to help individuals navigate mental and social care services and reduce engagement with the justice system and emergency services.

As an emergency response service, CLCR staff provide a mobile response to mental health crises, including in complex and changing environments and to persons who may become escalated. Comprised of experiential responders and mental health professionals and supported by a Dispatch personnel and supervisory and management structure, all crisis calls will be attended by two team members who are trained in a range of trauma informed crisis management and de-escalation, suicide intervention and advanced first aid techniques. The team will also facilitate follow-up support to specialised services, case management, primary health care, housing support, mental health and substance use services.

Our CRCL Team provides services on the territories of the Ləkʷəŋən peoples (Kosapsum and Songhees nations).

ROLE SUMMARY

The CRCL Program Manager is responsible for overseeing the all operational and programmatic systems that support the delivery of a crisis care service in the community.

The CRCL Program Manager is responsible for the development, implementation and organization of all CRCL operational systems, as well as jointly overseeing the delivery of services with the CRCL Program Manager, ensuring services are aligned with CRCL Policy, best practices, Program Standards and Minimum Operating Requirements.

Reporting to the CRCL Director, the CRCL Program Manager works from a Joint Leadership Model, wherein the CRCL Program Manager and the CRCL Manager of Personnel work collaboratively to support staff, ensure operational readiness, maintain clinical quality and meet agency expectations.

In accordance with AVI's Mission and Vision, and the strategic direction of CRCL (Crisis Response. Community Led) BC., the responsibility to continuously improve the quality and safety of our services is a shared responsibility with other leadership and is built into all aspects of this position.

DUTIES AND RESPONSIBILITIES

1. Team Operations and Administration

• Fosters a healthy, safe and inclusive workplace.
• Contributes to the overall strategic leadership, program vision and oversight of the CRCL Initiative, ensuring alignment with AVI Health and Community Services' mission, values and organizational priorities.
• Oversees daily program operations, ensuring staffing coverage, scheduling integrity, and operational readiness across all shifts.
• Coordinates and organizes all digital and paper documentation, including Personnel Files Coordinates and organizes all relevant trainings, professional development and re-training
• Coordinates and organizes all scheduling, including leaves of absence.
• Oversees daily and quarterly expenses, including ensuring all program and operational inventory is maintained/stocked.
• Participates in team development, including hiring, orientation and training of new and existing staff.
• Anticipate and address operational gaps, staffing risks and service disruptions in real time.
• Ensures payroll accuracy, including review and approval of hours, leave and premiums in alignment with collective agreements and organizational policies.
• Maintain operational consistency in documentation, service flow, follow-up processes, and client care standards.
• Implement approved program improvements and operational changes and monitor their day-to-day effectiveness.
• Identify operational barriers and escalate systemic concerns for further review where required.

2. Team Development

• Collaborates with CRCL Leadership and funders to formulate care philosophy, objectives and policies
• Ensures all crisis interventions and assessments are conducted in accordance with the program standards, evidence-based practices, clinical guidelines and organizational policies
• Recommends changes to overall structure, policy and operations based on best-practices and community/service user feedback
• Responds effectively to critical incidents or adverse events involving crisis team operations
• Works collaboratively with the CRCL Manager of Personnel, to establish performance standards and evaluative frameworks.
• Oversees programmatic performance; collaborating with the CRCL Manager of Personnel to meet program standards.
• Collaborates with CRCL Leadership and funders to formulate care philosophies, objectives and policies.
• Interprets and applies relevant collective agreements
• Ensures the health and safety of staff, as per WorkSafe BC Requirements.
• Promotes collaboration among team members and ensures a positive work environment.
• Provides coverage for the CRCL Manager of Personnel during vacations and other leaves.

QUALIFICATIONS

• Bachelors Degree in Social Work, Public Health or relevant health promotion or program management field.
  • A leadership or program management related Masters Degree is an asset.
• 5+ years senior management experience, specifically:
  • Provided strategic leadership and overall programmatic direction, preferably in Mental Health and Substance Use related programming and services
  • Oversaw comprehensive program operations encompassing budgeting, resource planning, quality improvement processes, regulatory compliance (including health and safety standards), and regular reporting to senior leadership and funders
• Experience delivering and /managing crisis-based supports, programming and services directly with program clients/participants with a harm reduction lens and trauma-informed lens.
• Extensive experience supporting staff working in crisis situations in the field
• Demonstrated commitment to harm reduction, anti-racism, decolonization, combating stigma related to drug use, HIV, hepatitis C, and challenging gendered oppression, ableism, homophobia, and transphobia
• Experience working in solidarity with diverse populations including people who are criminalized for their mental health and/or drug use; people who are denied housing/precariously housed/warehoused; racialized identities; Indigenous & Metis persons; LGBTQI2S+ identities; sex workers; people with disabilities.
• Relevant or applicable training/experience in anti-racism and a demonstrated commitment to anti-colonial learning/unlearning
• Strong analysis of colonialism and the ways in which historical and ongoing colonization impacts Indigenous People
• Knowledge of local Indigenous and non-Indigenous social services including housing, income and food security supports that may benefit persons served
• Employment subject to criminal record check for working with vulnerable populations
• Valid Class 5 BC Driver's License with “Normal” Drivers Status

SKILLS AND ABILITIES

• Demonstrated proficiency in mental healthcare best practices, including assessments, relevant laws, interventions, team management and incident debriefing.
• Excellent interpersonal skills including the ability to coach and mentor staff, facilitate conflict resolution, foster empathic communication and demonstrate clear boundaries
• Demonstrated commitment to the policy and practice of harm reduction, cultural safety and trauma and violence informed practices in the provision of health and social services
• Demonstrated experience and understanding of crisis intervention in community settings and the implications of criminalizing folks in mental health distress
• Experience managing hostile interactions, utilizing non-violent communication and diffusing techniques
• Demonstrated understanding of the continuing and on-going impact of colonization, and anti-colonial, anti-racist practices and principles
• Excellent communications skills including in-person and also via technology (ie video calls, Word, Excel, Outlook, Teams).
• Ability to quickly grasp fundamentals of new computer programs such as electronic medical record software.
• Excellent organizational, prioritization and time management skills
• Strong project coordination skills, including budget and workload management
• Ability to work with diverse groups of stakeholders including people impacted by poverty, substance use, criminalization, people who use drugs, service providers, funders and other community members
• Demonstrated ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency
• Ability to work in a variety of settings on a regular basis, including at different worksites and off-site either from a home office or co-working space

POSITION DETAILS

• Pay: $86,053.50 annually as per the HEABC paygrid for excluded managers.
• Hours and Schedule: This is a full-time position working 37.5 hours/week; with the hours tbd with the successful candidate. This position requires schedule flexibility, is it supports an 18 hour, 7 day a week emergency service.
• Location: In-office Victoria, BC position, with some opportunities to work from home and some occasional work within the community as needed.
• Term: As soon as possible. The position is ongoing, subject to funding.
• Union: AVI is a union environment under the Collective Agreement: HEABC & Health Services & Support Community Subsector Association 2025-2028 and this role is an Excluded Position.
• BC Transit ProPASS: AVI participates in the BC Transit ProPASS program in Victoria, offering staff a 15% discount on annual transit passes. This brings the cost down to approximately $72.25 per month.
• Benefits: This position will be eligible for extended health, life and AD&D on the 1st of the month after this position begins. AVI pays for the entire cost of the plan on behalf of its staff.
• Pension: This position is immediately eligible to join the Municipal Pension Plan. At this time, AVI contributes an additional 9.31% towards your pension account.
• Other Perks: This position gets 8% vacation (equivalent of 4 weeks), receives a paid day off for every Stat Holiday and Easter Monday and accrues a Sick Bank of 6.9%. Sick and Vacation Days are both available to be used after your first 3 months at AVI.
• Hours of Work, Days Off and Work Area may be subject to change.

TO APPLY:

Please click on ‘apply to position' and submit your resume and cover letter by 5 pm, This position is open until filled..

AVI is committed to equity and diversity and we strongly encourage applications from, but not limited to, folks who identify as Indigenous Persons, persons of colour, racialized, persons living with a disability, persons who use/d drugs, persons with experience of sex work, persons who live with HIV and/or hepatitis C, and persons representing diverse genders and sexualities.

Accommodations are available on request for candidates taking part in all aspects of the selection process.