Surrey ICM

Surrey ICM - Program Manager (Mon-Fri Days)ICM Team Surrey, 10318 WHALLEY BLVD, SURREY, British Columbia, CanadaJob DescriptionPosted Tuesday, January 20, 2026 at 8:00 AM | Expires Wednesday, February 11, 2026 at 7:59 AMRainCity Housing operates on the stolen, unceded, ancestral, traditional homelands of the Xʷməθkwəy̓əm, Sḵwx̱wú7mesh, and səl̓ílwətaʔɬ Nations in so-called Vancouver, the q̓íc̓əy̓, qʼʷa:n̓ƛʼən ̓, kʷikʷəƛ̓əm, qiqéyt, SEMYOME, Stó꞉lō, and sc̓əwaθən məsteyəxʷ Nations in so-called Lower Mainland, and thə shíshálh in so-called Sunshine Coast.About Us – A home for every personRainCity Housing is an organization that makes a difference in people’s lives. Our mission is to advance social equity by building upon the strengths of our community and of each individual. With a goal of providing a home for everyone, RainCity’s programs sustain relationships, strengthen communities, and make change for people experiencing homelessness, mental health, trauma, and substance use issues.RainCity Housing has been developing emerging and promising practices for over 40 years in social services and healthcare, providing Housing First, harm reduction and supports for community members who access our services. To learn more, check out our innovations page. You can visit our Indeed page and click on the “Follow” button to be notified of new job openings: ca.indeed.com/cmp/Raincity-Housing-and-Support-Society/about.You can also follow us on LinkedIn, Twitter, Instagram, and Facebook.Benefits5 days of paid leave for Indigenous Employees for ceremonial, cultural, and spiritual events per year8 weeks of paid leave for gender-affirming care for medical procedures for transgender and gender diverse employees, cumulative totalEmployee and Family Assistance Program available to ALL employees, including 24-hour helpline, personal counselling, life coaching, financial coaching, legal referral and advisory services, and health coaching: https://www.fseap.ca/$500 per paramedical service (Physiotherapy, Naturopath, Acupuncture, Chiropractor, and more)Vision Care, Dental Care, Prescription Drugs, Group Life Benefit (1 x annual salary), Long Term Disability, and Unlimited Out-of-Province and Out-of-Country EmergenciesPosition SummaryThe Housing First ICM Program Manager oversees the daily operations and development of operations, leading an inclusive, collaborative, learning-oriented team that is collectively committed to the program model, values and the best possible service for the program participant. Reporting to the Senior Manager and Program Director, the ICM Program Manager develops, implements, monitors, and evaluates the program, in alignment with RainCity principles, policies and practices. They are responsible for hiring, dismissal, discipline, development, and performance evaluation of ICM staff.The Housing First ICM Program Manager plays a lead role in the program implementation informed by RainCity principles, policies and organization-wide procedures, as well as the program framework; and is responsible for continuous improvement. The ICM Program Manager promotes the interests of the program participant population and the program in the community and ensures the program is appropriately integrated with other systems of care.The Housing First ICM Program Manager is part of the RainCity excluded management team and works closely with ICM staff, Program Managers, Building/Facility Operations, designated Human Resources Business Partner and Administrative staff.Competition and DetailsCOMPETITION #: Job2025.440APPLY BY: Midnight, January 20, 2026POSITION TITLE: Program ManagerPROGRAM: Surrey ICMPOSITION TYPE: Full-time, 1.0 FTE, 80 bi-weekly hours, with 30-minute unpaid break.EMPLOYEE GROUP: ExcludedSALARY: $82,596.80 annually ($39.71 hourly)TERM: Temporary until January 15, 2027, or return of incumbent.START DATE: As soon as possibleSCHEDULE: General hours are Monday – Friday: 8:30AM – 5:00PM. Participation in the After-Hours On-Call rotation becomes a mandatory condition of this position. This includes evening, overnight, weekend, and holiday coverage as scheduled. The standard requirement is participation in on-call rotation three (3) to four (4) times per calendar year, or as otherwise assigned based on operational needs. Flexibility in work hours is required to support this responsibility.Job requires: a valid class 5 driver’s license (learners and new drivers licenses are not sufficient) with a clear abstract to be able to drive for outreach visits using your own vehicle. You will be reimbursed with the difference between business and casual use insurance.*A clear British Columbia Vulnerable Sector Criminal Record Check for working with vulnerable adults and/or children is a condition of employment with RainCity Housing. Applicants must be willing and able to receive a clearance under the Criminal Record Review Act.Program SummarySurrey Intensive Case Management (ICM) plays a vital role in the continuum of services and supports for people with serious mental health concerns and substance use in BC. The ICM Team assists program participant by helping them to identify and achieve personalized wellness goals and by assisting in the coordination of support services (e.g. mental health, criminal justice, family, and addictions services).The ICM team also assists in the procurement of housing opportunities for program participants using a ‘housing first’ scattered site approach. Program participants are offered access to rent supplements (when and if available through government initiatives), so they have the opportunity to live in the same kinds of independent apartments that are typically available to people without mental health concerns, and the rent supplements are provided without requiring participation in psychiatric or substance use treatment. Self-determination and choice are at the centre of all considerations with respect to the provision of housing and support services.QualificationsAn undergraduate degree in healthcare, health services administration or a related fieldMinimum of 1 year leadership experience and 2 years experience in programs that deliver direct service to individuals living with mental health concerns, substance use and/or homelessnessCurrent First Aid and CPR certificationA clear vulnerable sector criminal reference checkClass 5 driver’s licenseKnowledge of/experience in:- Practices for populations with complex needs related to mental health concerns, substance use, and homelessness- Mental health diagnoses, medications, treatments, support resources, and strengths-based recovery model- Related physical health issues (e.g. HIV and Hepatitis C), including diagnoses, treatment, and support resources- Evidence based models for substance use, including harm reduction model- Housing continuum, including market, subsidized and supported systems, as well as program models for special needs population.Strengths-based recovery best-practice for people with mental health concernsUnderstanding of oppression and marginalization, specifically related to people living with mental health and/or substance use concern.- B.C. health care and social services systemCompetenciesStrategic ThinkingMakes strategic planning decisions to formulate and achieve program objectivesTranslates policy and principles into program structures and rhythms that ensure alignment of daily practicesAbility to continually analyze and evaluate program practice and outcomes to create continuous improvementsProblem Solving/JudgementExercises strong problem solving and conflict resolution skillsWorks with senior leadership to develop solutions to complex issuesStrong decision maker with good judgement; proven ability to make, and be accountable for, tough decisionsExercises sound, expert, independent judgement within policy guidelinesAbility to multi-task and prioritise; can work within an ambiguous, fast-moving environmentLeadershipCreates connections, trust and shared meaning with diverse individuals and groupsInspires others by identifying, establishing and communicating clear and meaningful expectations and outcomesModels core qualities such as honesty, integrity, resilience, and confidenceFocuses on stakeholder needs; ability to anticipate, understand, and respond to the needs of internal and external stakeholders to meet or exceed their expectations within the organizational parametersDemonstrates leadership using positive reinforcement, strengths-based feedback and coaching to direct team members, stakeholders and partnersStrong leadership skills with the ability to facilitate collaboration, cooperation and coalitions among diverse groups, aimed at improving programs, services and goalsSelf aware; understands personal assumptions, values, principles, strengths and limitationsUnderstands the need for ongoing personal and professional development; actively seeks opportunities for personal learning, character building and growthTakes responsibility for personal actions, performance and healthCommunicationExcellent interpersonal and communications skills; able to translate the organisation’s strategic vision into common languageInfluences and builds commitment to RainCity policies and strategic goals; ensures a cohesive and collaborative program participant service teamPresents proposals, recommendations, and reports clearly, logically, persuasively and comprehensivelyChampions positive working relationships with internal and external stakeholders to achieve the goals of the organizationListens well and encourages open exchange of information and ideas using appropriate communication mediaDisplays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situationsUnderstands budgeting processes and able to effectively track program costsAble to track and manage payroll costsAble to manage, oversee and coordinate rent subsidy programs and other financial reporting to RCH internal finance team and external funding agenciesRequired Skills, Abilities & KnowledgeOPERATIONALManages the day-to-day operations, leading an inclusive, collaborative, learning-oriented team that is collectively committed to the program model, values and the best possible service for the program participant.In collaboration with the Senior Manager and/or Program Director, Assistant Manager leads the implementation and evaluation of program strategic plans, goals and objectives; supports the alignment of the program with organizational strategic direction.Champions the Housing First and ICM models within the ICM team, RainCity Housing and the wider community via presentations, media work and active communication.Establishes and maintains effective working relationships with all levels of RainCity’s management, employees, employee organizations and their representatives, other government officials, excluded staff, program participants and the public.Implements and maintains ICM program models, policies, practices and services, ensuring consistency with all certification and regulatory standards.Implements and evaluates work standards in accordance with all applicable federal, provincial and local standards, guidelines and regulations including facility policies and procedures.Works with internal and external service providers to ensure the program is relevant, coordinated and integrated with larger continuums of care.In collaboration with the team, manages the admission, assessment, and comprehensive on-going treatment and support services for each program participant:Schedules the admission interview;Identifies, follows up and ensures the resolution of risk management issues.Manages the Team’s electronic and written record-keeping activities, e.g. databases, on-call logs, incident reports, progress notes and program participant charts.Manages documentation of program participants observations and interventions; maintains complete and accurate health records.Prepares and provides reports, as necessary, e.g. internal reports to senior leadership and external reports to funders and government authorities.Responsible for maintaining program monthly budget including travel and program participant support expenses and purchases of necessary equipment and supplies.Performs other related duties as assigned.Direct ServiceEstablishes a dignifying and purposeful relationship with the program participant, contacting and getting to know the program participant as a unique individualCollaborates with program participants and the ICM team in the development and maintenance of a comprehensive strengths-based service plan that is reviewed and modified on a regular basis; ensures that the program participants self-identified goals are supported by the ICM team and other relevant services.Coordinates and monitors referrals to community services and advocates for program participant rights re: dignity, access to self-determination, privacy, access to information; initiates and/or participates in case conferences that include the program participant, family, other informal supports and service providers, to ensure coordination of care and resolution of emergent issuesProvides support for crisis intervention and prevention by identifying potential crises and implementing preventative plans, responding to crises as they arise (mental health, physical health, non-violent crisis intervention, housing), reporting all crises to the Senior Manager/Program Director, and using critical incident forms as requiredActively participates in building a skilled, cohesive, collaborative staff team, by methods such as demonstrating commitment to program values and principles, resolving conflict and negativity as they arise, assisting in orientation, training and mentoring of all staff, including casualsAs a leader of the ICM Team, engages in on-going program planning, development, evaluation and quality improvement activities, team goal setting, problem solving, conflict resolution and collaboration by methods such as attending meetings and reviewing team policies, procedures, and communications systemsHuman Resource ManagementHires and supervises ICM staff team; responsible for evaluation, professional development, discipline and dismissalManages scheduling as required; ensures all shifts are appropriately staffed and aligned with existing funding; monitors staff attendanceWorks with the Human Resources team to ensure human resource and labour relations processes are followed in a timely manner at selecting staff, managing staff performance, managing benefits and managing the employment history of staffIn conjunction with HR and the Senior Manager and Program Director, ensures the workplace meets all health and safety guidelines and regulations by establishing occupational health and safety programs at each work siteOversees the maintenance and submission of program payroll information to the Payroll departmentWorking ConditionsCommunity based outreach, including in-home supportFrequent travel to program sites and out-of-office meetings within the Lower Mainland Area, with some travel outside of this areaPlease submit both a cover letter and resume to apply, describing your suitability for this position. We thank all applicants in advance for their interest. As part of the application process, you may be asked a short set of questions to provide further information about your experience and availability. Please note, only applicants selected for an interview will be contacted.DiversityRainCity Housing serves a diverse group of people, and we need a staff group that reflects this diversity. People of diverse backgrounds and cultures are encouraged to apply.As we work towards building a diverse staff team, we are particularly seeking applicants who identify as being Indigenous, Black, People of Colour, applicants with personal lived experience, and 2SLGBTQ+ identified people.Inclusion and creating a safer spaceWe are committed to making our organization a safer place for our staff, with steps taken to create space for learning and unlearning. RainCity’s department of Indigenous Cultural Services was created with the purpose to acknowledge the unique history and service needs of our Indigenous staff and tenants in respect to accessing culturally relevant and culturally sensitive care and support. RainCity’s Black Affinity Group was formed to provide support for Black staff by creating a safe space to support each other, network, debrief, and to heal from the impact of harm endured. Candidates are welcome to self-identifying in their cover letters as Black, First Nations, Métis, or Inuit.All of our employees are expected to develop and exhibit skills to contribute to safety in the workplace, including demonstrating anti-racism knowledge and skills to support racialized communities, including knowledge of Canada’s historical and ongoing colonialism and its impact on Indigenous peoples, and commitment to learn and uphold the Truth & Reconciliation Commission’s 94 Calls to Action and BC\'s Declaration on the Rights of Indigenous Peoples Act. Employees are also expected to demonstrate anti-discrimination knowledge and skills to support equity seeking groups, including the 2SLGBTQA+ community, people who use drugs and alcohol, people living with mental health issues and sex workers.Inclusivity and support for people with differing abilitiesIn our efforts to provide a barrier-free workplace, we invite you to let us know of any adjustments or accommodations that might be needed for you to participate in the interview or selection process by sending an email to hr.inbox@raincityhousing.org.If you\'re having any difficulty creating an account or submitting your resume: Please email dfrecruitingsupport@raincityhousing.org for assistance.Do you want to improve your chances of joining RainCity? Be sure to include a cover letter letting us know why the work that we do is important to you, and how your experiences make you a good fit for this role.Do you need additional support with your application? Connect with our partners for assistance:PRISM Employment Support Service (ESS) provides free strengths-based, trauma-informed employment support program for 2SLGBTQIA+ people, including coaching sessions, workshops, personal counselling sessions, and financial assistance for transit, occupational training, clothing, and childcare: https://qmunity.ca/employment/RainCity Housing is a unionized workplace. Along with the union, we support the principles of the Human Rights Code of BC. We promote a workplace that treats both staff and the people accessing services with dignity and respect.ICM Team Surrey, 10318 WHALLEY BLVD, SURREY, British Columbia, Canada #J-18808-Ljbffr