Program Manager

The Program Manager is responsible for the effective management, planning and implementation of programs and services to enhance the quality of life for tenants, within the framework of HLMS’s vision, mission, values and goals.

Utilizing a strong combination of project management, performance analytics, community development and people skills, the Program Manager is accountable in developing best-in-class and innovative programs.

Using a community development approach and ensuring ongoing communication with tenants through various forums, the incumbent will identify issues and trends and ensure programs meet the needs of tenants and participants.

The Program Manager must regularly monitor and evaluate the effectiveness of the programs and make changes, when necessary, in accordance with the organization's funding guidelines and relevant legislation.

This position, in consultation with the Director of Support Services, will ensure operations are within budget, is responsible for the ongoing success of programs and makes recommendations towards improving tenant services.

Reporting to the Director of Support Services, the incumbent will supervise a team of up to twelve employees.

Bachelor’s Degree in Social Work or Social Services, or other Social Sciences commensurate to work experience providing mental health support and social system navigation to people experiencing homelessness;

a Master’s Level education is considered an asset.

• Minimum 5 years’ experience in serving people who have experienced homelessness and / or precariously housed, mental health and / or substance addiction issues, and poverty.
• Minimum 3 years’ experience in supervising employees, preferably in a unionized environment.
• Knowledgeable about the Collective Agreement and Management Rights.
• Excellent communication (listening, verbal, written, and presentation), interpersonal, problem-solving, conflict resolution, crisis prevention / intervention and analytical skills.
• Experience in leadership and managing people, including mentoring, coaching, performance management, team building, and training.
• Competent in project management, budgeting, expense control, understanding service data, and reporting.
• Competent in using client / tenant information management software, including Treat and Yardi.
• Proficiency is monitoring and evaluating the effectiveness of the organization’s services to residents, making changes when necessary.
• Knowledgeable in community mental health, community development, social work, homelessness, addiction, diversity, and housing.
• Knowledge in Mental Health Recovery Approach, Harm Reduction Principles, Mental Health Act, Ontario Human Rights Code, Personal Health Information Protection Act, and Accessibility for Ontarians with Disabilities Act.
• Knowledge in Residential Tenancies Act, Child and Family Services Act, Housing Services Act, Ontario Fire and Building Codes, Occupational Health and Safety Act, and Life Safety Systems in Buildings is an asset.
• Proficient in Microsoft Outlook, Word and PowerPoint, virtual meeting platforms, and online information searches.
• Ability to work 35 hours a week based on programming needs between Monday to Sunday. Some weekend work is required.

POSITION RESPONSIBILITIES

• Manage programs employing Mental Health Recovery Approach, Harm Reduction principles, and trauma- informed service philosophies, principles and practices to promote tenants’ autonomy, help HLMS to center the tenant voice, and co-create meaningful activities and vibrant communities.
• Ensure staff create and maintain an effective working and learning environment.
• Develop best-in-class and innovative programs towards achieving operational and service objectives that support strategic objectives.
• Apply a broad understanding of tenant and participant needs to monitor program effectiveness and take corrective action to adjust programs when necessary.
• Collaborate effectively within the team and provide leadership, subject matter expertise, guidance, and support to work towards a common goal and to help coach and inspire others.

Works with the team to create collective thought leadership for the execution of programs.

• Provide thought leadership for the strategy and execution of the program.
• Lead change within the context of the overall program, often working with Housing Support Managers in the execution of the change.
• Make decisions, with the support of Director of Support Services, 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.

ORGANIZATIONAL RESPONSIBILITIES

• Model the organizational values, policies, and professional ethics and demonstrate commitment to the strategic direction.
• Demonstrate active support for organizational direction and priorities in own actions.
• 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 and projects / tasks are completed.
• Build teams that are founded on principles of professionalism, integrity and HLMS values.
• 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.
• Instill a learning culture with staff by personal modeling, providing opportunities for learning and development, and ensuring the sharing of knowledge and skills with other professionals.
• Ensure staff embrace and demonstrate HLMS values in their action.
• Coach employees through change processes and facilitate successful performance during transitions.
• Commitment to improve professional knowledge to recognize trends and issues and deal with them effectively.
• Develop and maintain collaborative working relationships with allied community agencies and professionals and participate in community committees and internal HLMS committees as required.
• Comply with the policies of HLMS including those pertaining to the confidentiality of client information.
• Represent the agency in a positive manner with clients, colleagues and the community at large.
• Attend regular supervision meetings with the Support Manager for the purpose of reviewing work expectations and performance evaluation.
• Participate fully as a member of the Management Team and provide leadership within the broader organization.
• Ensure anti-racism objectives and community development policies of the organization are achieved.

OPERATIONAL RESPONSIBILITIES

Lead Community Development of Tenant Communities

• Facilitate civic engagement opportunities for tenants.
• Manage recovery-based community activities, events, programs, and networks to promote social interaction, mutual support, cultural engagement, and a sense of belonging among tenants.
• Represent the organization at system planning and coordination initiatives and at external committees and forums with tact and diplomacy.

Create partnerships and alliances.

Collaborate with Supportive Housing Teams to facilitate building level engagement and facilitate community development.

Promote Mental Health and Addiction Recovery

• Responsible for development and delivery of training and workshops to tenants which respond to their needs and increase their self-sufficiency, including through training and coordination of staff to deliver the training.
• Manage the drop-in program and create meaningful activities. Engage tenants to co-design and co-create programing.
• Responsible for the delivery of wellness programs : Social recreational, physical activities, to improve participant engagement, health, and wellness.
• 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 i.e., employment, connection to organizational and external employment programs, access to benefits.
• Manage the Supported Employment Program.
• Manage programs that connect tenants to government funding and other resources.
• Manage HLMS Tenant Funds and resources to improve the quality of life of tenants.

Facilitate Tenant Leadership

• Develop and implement policies, processes, programs, and initiatives that facilitate tenant leadership at building and organizational level.
• Develop processes and programs to support tenants to become members of the organization and participate meaningfully in the organization’s governance structure.
• 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.

Research, Quality Improvement and Program Development

• 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; analyze data, monitor progress, and report to the senior management and other stakeholders.

Leadership and Change Management

• Actively engage as an integral member of the support services leadership team based on principles of service excellence, change management, inclusion, openness, and integrity.
• 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, organizational strategic objectives and goals and align program objectives with them.
• Evaluate, refine, and modify the program model.

Partner Engagement

• Represent the organization at system planning and coordination initiatives and at external committees and forums with tact and diplomacy.
• Develop and maintain relationships with organizations including police, libraries, community centers, local businesses, and service agencies within the portfolio geography to increase tenant access to relevant local services and promote civic participation.

Human Resources Management

• Provide frontline human resource management and ensure health and safety compliance as per the collective agreement, legislation, and organizational policy.
• Instill in and inspire employees through personal example and a dedication to HLMS core values of self- determination, equity, stewardship and accountability at all times.
• Hire competent and job ready employees that align with organizational values.
• Supervise, coach, performance manage, and attendance manage employees including making recommendations of progressive discipline of employees following HLMS policies and the Collective Agreement.
• 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.

Risk, Health and Safety Management

• Participate in health and safety processes and procedures regularly.
• Ensure a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and tenant / participant safety and well-being.
• Participate in all health and safety training initiatives regularly.
• Take proactive action against tenant / participant incidents within your scope of practice and ensure staff safety.
• Promote a culture of safety by encouraging blame-free reporting.
• Investigate adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event in a timely manner.

Finance Management

• 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 to manage the assigned budget.
• Ensure program meets its target within the assigned budget.
• Manage the program budget and optimize outputs.

Information Analysis and Administration

• Audit program records, tenant notes, assessments, and incident reports to ensure they are properly completed. 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, unmet needs, and ensure excellent support service quality.
• 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 and 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 or as mandated or recommended by funders, senior management, or the Board.
• Fill in for other managers during their absences within the Support Services Department.
• Attend regular supervision meetings with the Director of Support Services for the purpose of reviewing work expectations and performance evaluation.

Keep the Senior Management informed of relevant issues.

Risk, Health and Safety Management

• Participate in health and safety processes and procedures regularly.
• Ensure a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and tenant / participant safety and well-being.
• Participate in all health and safety training initiatives regularly.
• Take proactive action against tenant / participant incidents within your scope of practice 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 and gathering all relevant information as it pertains to the event in a timely manner.
• Ensure incident reports are provided to the appropriate parties in a timely manner.

Working Conditions

• Exposure to the elements, strong odors, sharp objects, bodily fluids, people in distress, household pests and smoking environments
• Regular hours of employment are 35 hours a week Monday to Friday with work required outside regular work hours.
• The position is based at the Tenant Hub and is required to travel to HLMS locations.
• The position requires the availability to work in the evenings and weekends to provide regular in-person supervision of staff that work at weekends and evenings, respond to weekend emergencies and fill staff gaps for the weekend shifts.

Special Requirements :

As a condition of employment, a successful police record check is required.

Please apply with your cover letter and resume in one document on or before October 25, 2024.

Pay : $75,739 - $95,834