Job Description

Title : Program Manager, Supportive Housing

Location: Surrey

(Confidential)

Position Status: Full-time, 37.5 hours per week.

Reports to: Director, Housing and Programs.

Supervision of: Supported Housing

Coordinator, TH

Case Managers, TH

Program Assistants, TH

Level: 6

Compensation:

$ 66,300 - $ 80,301.00

Job Summary:

Reporting to the Director, Housing and Programs, the Program Manager, is a key member of the management team with primary responsibility for overseeing the program, facilities management of the Supported housing site (location: Confidential), financial management of approved program budgets and quality assurance.





The Program Manager is responsible for hiring, orientation, training, and mentoring, evaluating performance, and disciplining the Program Supervisor, Case Manager, Program Assistants, Peer Support Workers and the Kitchen staff.



The Program Manager will ensure safe and effective program operations in compliance with funder, regulatory, and accreditation standards, promoting the best interests of persons served and employees.

Organizational Status:

The Phoenix Society is a multi-service agency located in the Lower Mainland of British Columbia dedicated to providing accessible services and opportunities to people who face barriers related to substance use, mental health, housing, education, criminal justice involvement and/or employment.

Program Management:

Takes the lead role in ensuring that the operations of the Supported Housing program achieve a consistent high quality of services, programing, accountability, security, and infrastructure that meets and exceeds requirements and expectations of the Operating Agreement with BC Housing and the Phoenix's policies, procedures, and organizational mandate . Monitors the ongoing development, maintenance and evaluation of an effective admissions process including application screening, assessment process and interviewing. Promote a positive and welcoming housing community by developing tools and systems to educate residents on and promote adherence to policies and procedures; and advances a sense of responsibility and ownership in residents for their role in maintaining their homes and common areas and good neighbor relationships with others. May facilitate groups and/or meetings with residents in the program. Provides non-judgmental crisis support, advocacy, and referrals to residents and liaises with Practice and Standards during crisis investigations. Assists HR with auditing/maintaining required staff training certificates and performance reviews. Identifies, monitors, and supports staff to respond to problematic behaviours to ensure safety and a comfortable environment for residents. Manages complex residency issues and provides guidance and supervision to staff working with residents involved. Oversees interaction with residents regarding complaints, violations, applications for housing, transfers requests to other programs, etc. Guides staff in effectively resolving difficult resident issues and disputes including preparation for and involvement in conflict resolution. Leads on assessing and responding to critical issues such as suicidal ideation, mental health issues, depression, hoarding etc. Authorizes notices to end residency. Promotes positive resident involvement in integrated services programming including education, employment, non-formal education, leisure, and recreation programs. Supervises incoming and outgoing suite inspections and reporting. Performs other duties as required.

Facilities Management:

Promotes and maintains a welcoming environment for residents, guests and staff to our facilities. In cooperation with the Facilities Manager, directs and plans essential services such as security, maintenance, archiving, cleaning, waste disposal and recycling ensuring that the buildings meet all health and safety requirements. In cooperation with Food Services, ensures kitchen is in good operation and kitchen health authority operating permits remain up to date. Oversees administration and allocation of keys and security swipe cards and other building security and fire safety procedures for residents in cooperation with staff. Oversees an effective risk management and risk reduction program. Responds to, and when needed, manages crisis or emergency situations including utilities and communication interruptions, fire, floods, break and enters, earthquake, etc.

Financial Management:

Assists in preparation of budgets and work scopes in coordination with the Facilities Manager for contracted maintenance activities. Maintains monthly and annual program fee roll and balance sheet records, outcome, and follow-up reporting, and required management information reports. Manages collection of program fees and follows up on arrears to ensure residents arrears payments are collected within 20 days. Participates in contract development and fundraising activities. Oversees program spending to ensure compliance with budget and best use of funds to the benefit of program participants.

Human Resources Management:

Leads and directs all staff (including volunteers and practicum students) in achieving consistent high quality integrated services programing, accountability, and infrastructure. Promotes a workplace culture that motivates and inspires residents affected by social marginalization due to problematic substance use, homelessness, emotional and mental health challenges, unemployment, lack of education and involvement with the criminal justice system to achieve stability and success in the areas of housing, income, employment, and quality of life. Establish a positive, healthy, and safe work environment in accordance with all relevant legislation and regulations. Recruits, interviews, and hire staff having technical and personal abilities to help further the organization's mission. Ensures that all staff receives an orientation to the organization and to the housing program and that appropriate training is provided to ensure required performance of their duties. Manages a performance review process for all staff which includes annual performance review and planning for staff development and monitoring on an on-going basis. Disciplines staff when necessary, using appropriate techniques; consults on releasing staff with the Director, HR and the Director, Housing and Programs. Projects a results-driven, personable, and creative demeanor by motivating and coaching staff to achieve established goals that meet and/or exceed program and organizational needs. Compiles all documentation for payroll required by Phoenix Administration. Performs other duties as required.

Community Relations:

Leads and directs staff in developing positive collaborative relationships with partners in the buildings (e.g., Health authority etc.) and external stakeholders. Effectively promotes the Society's housing programs and the organization's integrated services. Promotes effective liaison activities with the community in a professional manner and promotes/encourages community involvement in the program. Represents the Society in the community through effective interaction with all stakeholders including BC Housing, neighbours and the general public and by participating in sector tables.. Maintains a thorough knowledge of social, economic, recreational, and educational resources in the community. Fosters teamwork within Phoenix and with internal/external partners and stakeholders. Takes action required to foster teamwork and resolves problems that may arise.

Quality Assurance:

Manages program evaluation activities utilizing the client information database and compiles monthly and annual outcome reporting as required by the Society and funders. Conducts resident satisfaction surveys in addition to those provided by funders and reports monthly findings to the Director, Housing and Programs Assists in evaluating and monitoring the operations of the Society's housing programs including monitoring quality control of the buildings and accommodation to ensure that the highest standards are maintained and submits monthly reports to the Director, Housing and Programs. Formulates or recommends changes to policy and procedures as needed in coordination with the Senior Management Team for the operation of Phoenix Supportive Housing programs. Oversees an effective Occupational Health and Safety (OHS) program in compliance with WorkSafe BC requirements and other applicable legislation. Holds monthly OHS site meetings, takes meeting minutes and follows up on identified areas needing attention. Maintains up to date knowledge of fire safety regulations and other emergency policies and procedures and scheduling and coordination of safety drills with building stakeholders. Organizes and assembles monthly administrative reports for Senior Management Team. Leads on maintaining high standards of work quality. Participates in Society's strategic planning. Participates in the rotation as 'On Call' during evenings, weekends and holidays.

Client Support:

Role Modeling - Ensure staff act as a positive role model for residents. Oversees staff as they support clients witheffective social and interpersonal skills through tasks of appropriate daily living and social activities. Environmental Support - Creates and maintains a therapeutic environment following therapeutic community principles which encourage awareness of inter-dependence of community members, and the value of responsible concern for self and others. Monitoring - Supervises resident behavior and activities, ensure regular check ins and resident/community meetings are conducted, seeks resident feedback and builds relationships. Advocacy - Acts as an advocate for residents during their stay and maintains contact with residents after discharge, if possible, to provide for follow-up reporting. Ensure regular check ins and community meetings are conducted with residents seeking feedback and relationship building. Performs other duties as may be required.

Qualifications:

Position requires a university degree. Preference given to those with a degree in a relevant discipline, e.g., social services, business management, etc. Equivalent experience and education accepted. A minimum of five years of progressively responsible and effective leadership and management of and supported housing facilities with marginalized populations, substance use services, mental health, corrections, etc., or equivalent. Satisfactory completion of a criminal records check with vulnerable sector screening is required. Satisfactory completion of Tuberculosis Screening form is required. Standard First Aid - with CPR-C-AED certification are required. Report immunization status regarding the Covid 19 Vaccine.

Skills & Knowledge:

Excellent knowledge of the issues pertaining to recovery, substance use, concurrent disorders, homelessness, and addictions counselling. Professional business or administrative experience in the addictions, medical or social services area with experience in effectively responding to critical issues such as suicide, and mental health issues, depression, etc. Client centered: experienced in providing a person centered, community minded supportive environment. Case Management: experienced in case management processes and procedures. Supervisory Skills: training and experience in orientation and training of new employees, volunteers and practicum students, supervision, coaching and evaluation of staff. Recording and Reporting: trained and experienced in records, reports, statistics, and database management. Operational Systems: experienced in creating, evaluating, and improving systems of operation. Quality Assurance and Quality Improvement: experienced in continuous quality improvement systems and processes. Computer: proficient in MS Windows, Word, Excel, Email, and Internet, experienced in database management.

Competencies:

Approach to Work

x Demonstrates initiative, flexibility, adaptability and resourcefulness


x Actively seeks and incorporates feedback to inform continuous self-improvement


x Sets goals, creates and implements action plans, monitors progress, and evaluates results


x Adeptly manages competing tasks and uses time efficiently and effectively

Job Knowledge & Quality of Work

x High degree of relevant and current job knowledge and skill


x Consistently produces accurate, thorough, high-quality work in a timely manner


x Builds and promotes a culture of health and safety in the workplace


x Implements and enforces best practices in health and safety within the workplace

Judgement & Decision-Making

x Models independent thinking and creativity


x Demonstrates effective problem-solving skills


x Makes clear, consistent, transparent and timely decisions after contemplating various available courses of action


x Exercises sound judgment in the best interests of the organization

Communication & Interpersonal Skills

Expresses themselves clearly and professionally both verbally and in writing Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations Has a manner, style and presence that makes a positive impression Listens to and considers others' views

Personal Leadership

Models the organization's core values of social justice, teamwork, social innovation, and strength-based practices Fosters enthusiasm, energy and commitment Takes responsibility for personal actions, performance and health Is reliable and accountable; shows up on time ready to work

Teamwork & Collaboration

Effectively works with their colleagues to ensure organizational success Champions positive working relationships with staff and external partners Supports an environment of openness, and champions teamwork and communication across programs



* Leverages the expertise and experience of others for organizational success