Job Description

Job Summary

Under the supervision of the Director of Programs and Services (Director), or designate, the Manager of Residential Programs (Manager) is responsible for overseeing the Residential Supervisor and staff team, operations, and service delivery of the 24/7 shelter program, Victoria and Friend's Emergency Women's Shelter. The Manager's main responsibilities include motivating and supporting staff/client wellbeing, encouraging positive change/innovation in their team, establishing, reviewing, and maintaining the programs' service delivery outcomes, and oversees accurate statistical reporting, grant writing, data collection, record keeping, and service delivery times. This position is responsible for supporting work with community-based services through collaboration and work on external committees and does so in accordance with the mission, vision, values, and strategic goals of the organization. The Manager ensures day-to-day oversight is provided and that professional standards of casework and administrative functions are performed in accordance with the expressed philosophy, policies, and procedures of the organization. The Manager works independently and as part of the leadership team. Non-compliance issues are reported and escalated to the Director and/or designate. This position works closely with the Director to collect statistical data for funders and reports and participates in program evaluation.

Key Activities

1. To adhere to Interval House of Hamilton policies, procedures, values, and work practices.

2. Oversees the operations of the residential program in collaboration with the Supervisor and the work of frontline staff to achieve and maintain the desired level of the program and services, in accordance with applicable legislation.

3. Provides direct supervision of the Supervisor and frontline staff and assists with professional growth development and training to ensure professional practice standards are met.

4. In collaboration with the Residential Supervisor, ensures that frontline staff provide an adequate level of support to clients, pursuant to organizational policies, procedures, and guidelines.

5. In collaboration with the Director of Programs and Services, develops ways of improving operational procedures and policies to better meet the strategic goals of the organization.

6. Ensure all the proper risk management, maintenance, and inspection standards of the building are completed according to procedures and legislative standards.

7. In collaboration with the Human Resources Manager, provides orientation, training, and guidance to frontline staff on established guidelines and approaches related to the community-based services.

8. Provides ongoing operational updates to the Director - including statistical reporting, staffing needs, and the training and development of staff.

9. Reviews all administrative and operational processes of residential programs for quality assurance and presents findings and recommendations to the Director.

10. Supports the Residential Supervisor with planning for and facilitating frontline staff team meetings and oversees team building initiatives.

11. In collaboration with the Human Resources Manager, participates in the recruitment process of frontline staff and provides input on the selection process.

12. Ensure operational needs are met through creation of the staff schedule.

13. Oversees and approves frontline staff time sheets.

14. Ensure staff adhere to policies, procedures, and the collective agreement.

15. Assist in program planning, program monitoring, achievement of service targets and program goals, and grant writing.

16. Maintain a conducive environment to allow for psychological safety.

17. Practices and ensure staff are working from an intersectional feminist and trauma-informed lens.

18. Liaise with community supports, agencies, and partners and further Interval House of Hamilton's Vision and Mission.

19. Organize and participate in community presentations and fundraising events.

20. Remain mobile and flexible to support the needs of a mobile team.

21. On-call team member on a rotating basis that oversees all agency programs.

22. Ensure appropriate records are kept and make sure that statistical information is maintained as per agency and personal information and record keeping standards.

23. Participate on internal and external committees as required. Always promote the mission and vision of IHOH and act as an ambassador of the organization.

24. Participate in fundraising and non-fundraising events and initiatives that are both internal and external - through community partnerships and collaborations.

25. Perform additional duties as required/delegated by Management.

Skills and Competencies

Excellent verbal/written communication and interpersonal skills. Strong analytical and organizational skills. Demonstrated ability to work without direct supervision in a team environment. Compassionate, empathetic, and approachable. Motivating others and builds effective and collaborate teams. Good decision making, problem solving, and conflict resolution skills. Proficient in Microsoft Office programs (Word, Excel, Outlook, PowerPoint). Proficient technical skills (computer, doors, phones, security cameras, fire systems). Knowledgeable and can apply relevant policies, legislation, laws, and legal options facing women (and their children) who are in violent relationships. Knowledgeable and can apply standards and work in accordance with all applicable human rights legislation, Acts, and policies.

Qualifications Education

Completion of an undergraduate degree or diploma in Social Work, Social Service Work, Human Services, or related discipline (from a recognized University/College). Experience 2 + years supervising and/or managing employees, and 3+ years supporting women and children who have experienced violence, abuse, and/or human trafficking.

Experience with working in a residential facility or community counselling setting. Experience in working from a stages of change, trauma-informed, intersectional feminist-based framework and with motivational interviewing, person-centred, strengths-based, and solution-focussed approaches. Training and education in harm reduction strategies and practices. Experience with case management, record keeping, project management, communication, leadership, and crisis management. Experience and sensitivity in supporting members of different cultural and racial backgrounds, including visible and invisible dimensions of diversity.

Demonstrated experience with advocacy, system navigation, and collaboration with external organizations. Experience with public speaking, presentations, and group development and facilitation. Experience with data and statistic collection and analysis. Proficient with technology and software such as Microsoft Office programs, WISH, electronic record keeping software, and video conferencing platforms.

Other Registration or professional membership with a governing body (i.e. OCSWSSW, Psychology, Psychotherapy), if applicable. Ability to communicate in both official languages (English/French) or ability to speak another language is an asset. Valid certifications in: First Aid/CPR + AED, ASIST, CPI/NVCI, AODA, Driver's License and access to a reliable vehicle, with two (2) million liability insurance, or ability to meet the travel requirements of the position, safe food handler certificate, WHMIS.

The Victoria and Friends Women's Shelter is an emergency VAW shelter where women, with or without children, reside. IHOH also operates outreach sites for women seeking support. All staff are responsible for fostering a compassionate, inclusive, non-discriminatory, and cohesive environment that promotes safety, health, and well-being.

The work is fast-paced, with shifting priorities and frequent crises. Staff spend most of their time directly engaging with clients in informal, non-office settings. Extended advocacy with community partners is common. Staff regularly encounter traumatic stories, service gaps, and challenging client or stakeholder interactions. Situations may involve aggressive or discriminatory behaviors, including attempts by abusive individuals to access services. Community work may also expose staff to harmful attitudes or biases. Personal safety plans are essential at all times.

As a pet-friendly shelter, staff work near various animals. While pet care remains the owner's responsibility, policies are in place to ensure safety for staff, residents, and visitors.

Because IHOH is funded through grants and contracts, staff must maintain accurate records and may be required to produce reports and documentation.

Disclaimer:

Due to evolving needs, responsibilities, location and qualifications may change. This description outlines the general scope of the role but may not cover all tasks or duties. Employees may also be reassigned to other duties or departments as needed to support overall organizational operations and priorities.

IHOH is a living wage employer and an equal opportunity organization committed to equity, diversity, and inclusion. We believe a diverse, inclusive team leads to stronger, more innovative service for the communities we serve.

How to apply:

Please submit your resume and cover letter to:

Sue Taylor, Executive Director Email: execassist@intervalhousehamilton.org Mail: 630 Sanatorium Road, Hamilton, ON L9C 7S7

Applications must be received by September 2, 2025 at 4:30 PM. Late submissions will not be accepted.

If you require accommodations during the application process, please let us know.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: $70,000.00-$75,000.00 per year

Work Location: In person