Senior Manager, Program and Case Management

Senior Manager, Program and Case Management

Reporting to the Executive Director or designate, the Senior Manager, Program and Case Management provides day‑to‑day oversight into the administration and effective operation of programs and services at GSM. This role enhances our clients’ and residents’ dignity and quality of life while ensuring smooth functioning and achievement of operational and strategic goals. The Senior Manager leads the housing/resettlement/aftercare life‑skill development, clinical services (including case management and counseling), Drug and Alcohol Recovery Enrichment (DARE), Eviction Prevention, Housing Follow‑up Support, and related facilities.

Duties and Responsibilities

• Carry out all duties in accordance with the Mission, Vision, and Values of Good Shepherd Ministries.
• Provide service in a dignified, respectful and hospitable manner that reflects the organization’s values and integrates non‑discrimination/anti‑oppression/anti‑racism frameworks.
• Comply with established rules, procedures, policies, and code of conduct.
• Adhere to work scheduling and attendance requirements.
• Act as an important communication center for co‑workers and services.
• Assume operational and managerial responsibility for program service delivery.
• Participate in hiring qualified co‑workers and maintain effective coworker relations.
• Guide and supervise managers, provide regular feedback, coaching, and evaluation, and motivate and retain qualified coworkers.
• Direct, implement, and evaluate program management effectiveness and carry out program and service delivery, quality assurance, and improvement recommendations.
• Enforce policy and recommend administrative decisions, soliciting coworker input as instructed.
• Provide effective supervision and performance feedback, conduct formal evaluations, and recommend discipline or termination when necessary.
• Assist with financial management and internal controls to ensure cost‑effective, compassionate service.
• Ensure resources, personnel, equipment, and supplies are utilized effectively and efficiently.
• Cooperate with the Health and Safety Committee to protect clients, coworkers, volunteers, and guests.
• Serve as a liaison between the Board of Directors, committees, coworkers, volunteers, and the wider community.
• Monitor programs and services for compliance with ethical and legal standards and meet funder and donor requirements.
• Respond to information requests from external sources as appropriate.
• Analyze program activities, identify needs, and align program, policy, and administrative direction across the agency.
• Prepare funding applications and accurate program reports to funders; administer approved amounts in compliance.
• Assume responsibility for yearly operational planning, budgetary planning, and internal controls, including invoice reconciliation and expense tracking.
• Develop and implement planning models for existing and new programs and projects.
• Maintain record keeping, statistical information, and prepare monthly, quarterly, and yearly reports.
• Collaborate with established agencies to enhance service delivery.
• Represent Good Shepherd Ministries to external agencies and provide educational tours and speaking engagements on poverty and homelessness.
• Support fundraising and public relations activities, including neighborhood engagement activities.
• Maintain client records in accordance with confidentiality policies and privacy legislation.
• Secure system access for new coworkers and protect sensitive information.
• Maintain confidentiality and ethical standards at all times.

Health and Safety

Apply all Health and Safety rules, regulations, and the Occupational Health and Safety Act to protect yourself, clients, coworkers, and the organization’s property.

• Ensure coworkers follow protective measures and use required equipment.
• Advise coworkers of potential hazards.
• Provide written instructions for protective measures when prescribed.
• Take reasonable precautions for coworker protection.
• Follow all Health and Safety procedures established by Good Shepherd Ministries.
• Perform related tasks assigned by the Executive Director or designate.

Skills, Knowledge, and Experience

• Actively practice the Mission, Vision and Values of Good Shepherd Ministries.
• Bachelor’s degree in social work, business administration, or a related field (Master’s in social work is a plus).
• Minimum five years of management experience in clinical programs, case management, service operations, and project leadership.
• Strong customer/public relations and interpersonal skills with a hospitable, compassionate, patient demeanor.
• Excellent verbal and written communication; strong listening skills.
• Strong people management and employee development skills.
• Ability to appreciate the complexity of ‘hard to serve’ individuals from diverse backgrounds.
• Demonstrated organizational, managerial, planning, and time‑management skills.
• Ability to prioritize workload and manage multiple projects simultaneously.
• Understanding of issues affecting the homeless and disadvantaged.
• Analytical and problem‑solving skills.
• Outstanding knowledge of data analysis, reporting, and budgeting.
• Strong initiative and ability to work independently within a team environment.
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and electronic file management.

Job Type

Full‑time, Onsite

Education

Bachelor’s Degree (required). Bachelor’s degree in social work, business administration, or a related field (Master’s in social work is a plus).

How to Apply

To apply for this position please submit your resume to employment@goodshepherd.ca with the Job Title in the subject line.

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