Job Description

The YMCA of Greater Saint John is working hard to address the critical issue\'s facing the region: the health crisis, population decline, youth outmigration, and child poverty. At the Y, we are striving to build a diverse and inclusive community where each person is valued for the unique perspectives and contributions they bring.

The Y offers a diverse set of programs at 19 locations in the city and surrounding municipalities. We are a community of 300 employees and 750 volunteers. If you don\'t have a Y story yet - now is your opportunity to get involved. We invite you to come see what the power of belonging can do for you, your career and your community.

Newcomer Connections is a key pillar within the YMCA family. Established in 1993, Y Newcomer Connections is a leading immigrant settlement centre focused on creating connections that will transform our community into a lasting, healthy home for immigrants from around the world, and from all walks of life.

The Opportunity

We are looking for an energetic, community-minded leader who wants to see newcomers succeed in Saint John, and who has demonstrated experience managing dynamic, cross-cultural teams.

The Manager, Newcomer Supports is responsible for the smooth delivery and ongoing improvement of client support services at the Y Newcomer Connections, including: Client Intake, Settlement, Interpretation, and Youth Supports. The Manager provides supervision and on-site coaching to staff and volunteers, and oversees budgets and reporting for the unit. This position is also responsible for the ongoing evaluation and improvement of client support services, through an annual quality assurance review process. This position is also highly involved with the development and implementation of strategic initiatives and other special projects aimed at meeting newcomer client needs, including the preparation of funding proposals.

This position works closely with the Manager of Newcomer Programming, the Manager of Resettlement, the GM of Newcomer Connections and other leaders in the organization to troubleshoot matters as they arise in a collaborative, client-focused manner. This role reports to the GM of Newcomer Connections.

Responsibilities:

Services and Staff:

• With the support of Team Leads, oversee the day-to-day operations of core service areas, including: Client Intake, Settlement, Interpretation, and Youth Supports;
• Collaborate closely with the YMCA Volunteer Liaison to ensure client needs are met;
• Ensure training for casual and contract interpreters is up-to-date and of high quality;
• Support and coach service delivery staff, fostering leadership competency, staff engagement, output and satisfaction;
• Provide steadiness and emotional support in high intensity situations;
• Conduct annual performance reviews for their staff;
• Together with the Team Leads, identify and coordinate relevant professional development opportunities for staff;

Clients:

• Liaise regularly with clients to foster open communication and relationship;
• Participate in mediation and case conferencing when Team Leads are unable to resolve;
• Receive and hear client feedback and complaints and ensure proper follow up and reporting;
• Assist the GM, Newcomer Connections in evaluating and granting financial gifts and loans through the Newcomer Assistance Fund, as well as fundraising efforts;
• Solicit, analyse and implement client feedback to ensure quality assurance and ongoing improvement;
• Ensure clients support services respond to, and evolve with, current client needs;

Processes and Systems:

• Manage multi-funder departmental budgets, as assigned;
• Develop, implement and monitor program measurement tools and report on effectiveness in meeting outcome targets;
• Optimize and support staff in tracking and reporting program metrics and client data;
• Understand, comply with, and help improve administrative policies and procedures to maximize client outcomes, staff efficiency and satisfaction, and financial limitations;
• Ensure government commitments are being met with respect to programming (including CRM, iCare and other reporting requirements);
• Seek efficiencies within services and across other YMCA departments;
• Pursue excellence and innovation in all areas of newcomer services;

Advocacy and Relationships:

• Foster and maintain strong relationships with partners in the health care and social development sectors;
• Collaborate closely with YMCA communications staff to promote public awareness of newcomer value and services;
• Serve as a champion for newcomers and settlement services within the organization and in the community at large;
• Stay up-to-date with theory, practice, sector trends, and policies as they relates to settlement work at the local, regional, national, and international levels;
• Participate on relevant local, regional and national committees;
• Support the GM in developing and maintaining positive working relationships with external stakeholders;

Strategy:

• Serve as a champion for the YMCA mission, vision and values, helping to drive impact in defined strategic areas;
• Facilitate change management as required;
• Serve on the Newcomer Connections Leadership Group;
• Support the GM in developing strategic initiatives for the department and the YMCA as a whole;
• Support the GM in identifying and preparing for new funding opportunities;
• Help champion the YMCA Strategic Plan, building up leaders within the department to mobilize impact in the community;
• Perform other duties as assigned by the GM of Newcomer Connections.

Skills and Qualifications:

• A Bachelor\'s Degree from an accredited institution or equivalent
• Minimum 2-3 years\' experience in a leadership position in related business or non-profit organization
• Approachable and possessing a strong client-centric attitude
• High level of emotional intelligence and self-awareness
• Demonstrated success working in a high needs, client-facing environment
• Thrives in a fast-paced environment
• Champion for change and positive growth
• Comfortable leading and executing change
• Demonstrated experience working in a cross-cultural environment
• Strong team player
• Exceptional oral and written communication skills
• Exceptional organizational and inter-personal skills
• Advanced user status of MS Office products; experience with database software an asset
• Must be fluent in the English language; knowledge of other languages an asset
• Volunteer experience is an asset
• Employment is contingent on a clear criminal record check

What We Offer:

• YMCA membership
• In-house training and professional development opportunities
• Uniform and uniform allowance
• Personal \xe2\x80\x9cY Day\xe2\x80\x9d
• Competitive compensation package, including benefits and pension plan
• Opportunities for career growth
• Opportunities for cross-training across departments
• Paid job-related certifications (i.e. First aid/CPR)

Required:

• Candidates are required to provide full proof of vaccination against COVID-19 or a valid medical certificate exempting them from the vaccine.
• Employment is contingent on having a clean Criminal Record Check with Vulnerable Sector Search.

If this is an opportunity that aligns with your qualifications and interest, please submit your resume and cover letter by April 11th, 2023. The YMCA of Greater Saint John appreciates the interest of all applicants; however, only those selected for interviews will be contacted.

YMCA of Greater Saint John