Program Service Manager

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

POSITION PURPOSE SUMMARY:
The role is a front-line management position at the Maxwell Meighen Centre (135 Sherbourne St.), which is focused on overseeing Social Services program(s) as well as carrying a certain caseload and/ or assisting the leadership team in managing a facility assisting clients through difficult times and promoting moving towards self-sufficiency.

ACCOUNTABILITIES:
The incumbent may perform all, some, or similar range of duties.
Case Management Team Supervision:
• Responsible for the overall daily operation and management of the Case Management Team
• Participate and support team in case conferences with partner agencies
• Responsible for the data base and networking with other service providers for consistent reporting functions
• Ensure Caseworker team develops and maintains client intervention/case management system including accurate, up to date, and complete documentation to Funders and Salvation Army standards
• Lead weekly case management meetings with team
• Review individual case workers/resource workers case notes, when required
• Regularly review and recommend, if necessary, revisions to operational policies and procedures
• Participate in meetings with community partners to ensure all referrals for housing are passed to the appropriate housing service provider
• Escalate higher-level issues/concerns to the Leadership team for their guidance/resolution
• Provide case management for clients by maintaining a caseload, keeping appropriate and complete records on all contacts and sessions as required by policies and procedures.
• Provide individual sessions, and interventions, as needed, to help obtain housing and/or good health outcomes, including but not limited to short-term crisis intervention, ongoing case management, training and education, and community development and networking.
• Conduct intake and risk assessments
• Identify service issues/gaps/needs and bring to the attention of the Leadership team
• Develop and implement case management of assigned clients; assist clients in establishing goals, monitor progress, and prepare discharge plan
• Monitor appropriate behavior; intervene in crisis situations, provide emotional support and advocacy as required
• Contact social services other agencies whenever necessary to provide client referrals
• Engage in the development of inter-personal relationships that promote dignity and respect
• Provide programming updates to manager of residential services
• Document and report program stats on a monthly or as needed basis
• Engage verbally and through email with outside agencies regarding client needs
• Assist with statistical reports and other documents for DHQ/THQ/funders
• Maintain accurate, comprehensive, legible, and current client file records
• Prepare and/or input appropriate forms, monthly statistical recording, and reporting
Shelter Supervision:
• Supervise and provide day-to-day direction to the Frontline Workers in accordance with established policies and procedures including Employment Standards and payroll procedures
• Schedule, conduct and document regular supervision meetings
• Conduct Performance Reviews quarterly and Evaluations annually using PEAC process
• Ensure staff work within all Health and Safety practices/protocols
• Attend and actively participate in Case Management and Chair Team meetings
• Provide back-up support to shelter and management positions and their functions as required
• Complete shift schedules in accordance with current policies and legislation
• Supervise and support Frontline Workers in providing clients with appropriate support, including system navigation, referrals and basic need provision
• Ensure clients receive proper Customer Service while relating to the shelter staff
• Read daily the logbooks and arrange necessary follow-up
• Read and review client medication sheets to ensure that they are properly completed by staff and match the actual medication in the cabinet for each client
• Assist with monitoring the Service Restrictions imposed on clients
• Ensure the shelter is kept in a clean and organized/orderly fashion
• Prepare incident reports and submit reports when they occur and ensure WSIB forms are completed and submitted
• Review client incident report created by FLW and review camera footage and follow up on incident report regarding next steps for the client and possible training of employee
• On call duties for residential issues as scheduled
• Monitor and maintain the Frontline Worker relief pool
• Ensure up to date Frontline Worker staff contact information is updated
• Ensure that all employee and client files and information is kept under lock and key and held in the strictest confidentiality
• Gather and submit statistical information on a monthly basis
• Compile and submit the monthly reports, as needed
• Provide technical and operational direction and ensure Homeless Individuals and Families Information System (HIFIS) entries are completed properly
• Assist in ensuring the shelter complies and meets the standards for Quality Assurance & Accreditation
• Attend Committee and Agency meetings as directed by the Director
• Participate in the Policy Review Committee
• Conduct tours of building for groups or individuals as requested
• Assist the Director with the creation of the budget
Team Management:
• Conduct Performance Review and Evaluation annually using PEAC process
• Assist with staff training in accordance with facility policy, as requested
• Document supervision meetings with case workers or other team members ensuring they are accurate and up to date
• Complete shift schedules in accordance with current policies and legislation
• Supervise the student placement when placed within the shelter and assist with the development of student plans with the Director; ensuring the criteria of the educational program is met
• Run/assist with the full cycle recruitment of team members including orientation
• Monitor and notify the Director of staff training needs in accordance to policies
• Communicate continually and effectively with team members and is an active and cooperative team member
• Participate at case management meetings, in-house training and in ongoing development of relevant skills/knowledge
Other Duties:
• Ensure all contact with donors, staff, volunteers, and the general public are courteous and professional.
• Network and refer to The Salvation Army, government, and community social service providers to coordinate resources for the benefit of guests and programs when necessary.
• Adhere to standards consistent with the values and philosophy of The Salvation Army.
• Practice The Salvation Army professional code of ethics and communicates and cooperates with all co-workers, partners, and clients in a respectful, open, and honest manner, maintaining confidentiality at all times.
• Performs other work-related duties as assigned.

CRITICAL RELATIONSHIP MANAGEMENT:
Internal: Corps Officers, MU leadership, Case Management team and/or facility staff, volunteers
External: Community partners and agencies, Police, Ministry of Social Services, Provincial Court, clients and their families, etc.

MANAGERIAL/TECHNICAL RESPONSIBILITIES:
Reports directly to the Director.
Direct reports: Case Workers, Housing Workers, Community Follow-up Workers

FINANCIAL AND MATERIAL MANAGEMENT:
• Minor material responsibilities (access to confidential information, responsibility for proper usage of equipment).
• Uses or maintains organization assets in accordance with established guidelines.
• Ensure proper use of, and tracking of various gift cards, vouchers, and tickets as directed by the Leaders and related policies.
• May handle cash and credit card.
• Uses and maintains organization Ministry Unit assets in accordance with established guidelines.
• Does not process any financial transactions and may advise on budget pertaining to the scope of their own job.
The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, upholding our code of conduct.

WORKING CONDITIONS:
• The incumbent’s work environment is typically in an office or work site within facility settings.
• The incumbent will work under the following disagreeable conditions:
- Exposure to dirt, bodily fluids, bodily waste
- Exposure to drugs and alcohol
- Noise
- Dealing with behaviour issues
- Verbal abuse
- Odors
• The Incumbent must take the following precautionary measures (in addition to health & safety rules):
- Universal Precautions
- Follow procedures established by policy and legislation.
- Immunization for Hepatitis B and vaccination against tuberculosis and flu are suggested.
- Complies with all safety procedures.
- Ensures proper lifting, twisting & reaching techniques are used during job performance.
- Checks intercom & monitor before answering the door.
- Answers the door with proper precautions.
• The incumbent may be exposed to the risk of moderate injury or illness due to:
- Physical attacks by others
- Exposure to infectious diseases
- Exposure to toxic chemicals
- Sharp Objects (i.e., needle sticks)
- Other dangerous situations
• Dress in a manner that is professional and presentable with respect to the employment position.
• If you are aware of confidential information as part of your work, you are not permitted to discuss this information with anyone other than those to whom you are responsible to for your position. Divulging any information is grounds for disciplinary action and possible dismissal.
The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct.

EDUCATION AND EXPEREINCE REQUIREMENTS:
• Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required, including Child Check (if appropriate).
• Alternative combination of education and experience may be considered.
Education, Qualifications and Certifications:
• Completion of a formal post-secondary/college diploma program of two academic years in a related field.
• Emergency First Aid & CPR, Non-Violence Certificate, and Mental Health First Aid Certificate or willingness to complete once hired.
• Other certification required by The Salvation Army and federal/provincial legislation or willingness to complete once hired.
• A different combination of education and experience might be considered.
Experience and Skilled Knowledge:
• three years of recent progressive related experience including supervisory/team lead experience in an applicable social service field.
• Proficient in Microsoft 365 computer programs.
Skills and Capabilities:
• Maintain and promote a positive image of The Salvation Army by providing a high caliber of services and dealing with others in a courteous and professional manner.
• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.
• Strong understanding of professional boundaries when working with a vulnerable population
• Patience and ability to deescalate situations.
• Ability to coach and provide constructive feedback.
• Strong leadership skills.
• Ability to network with other community partners, building strong relationships.
• Attention to detail, problem-solving and analytical skills.
• Strong interpersonal, motivational, leadership, and organizational skills.
• Attentive listening skills for the purpose of coaching and conflict resolution.
• Demonstrates effective interpersonal and communication skills.
• Ability to develop and maintain a team environment; work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Demonstrated ability to take initiative, be reliable and operate in an environment of accountability.
• Ability to demonstrate understanding of and empathy toward cultural differences. Must be sensitive to and respectful of cultural and lifestyle diversity.

Compensation:

The target hiring range for this position is $58,531.20 to $73,174.40 with a maximum of $87,817.60.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.