Operations Manager

Reporting to the Executive Director, the Operations Manager manages the facility's day-to-day operations and directly oversees the Mental Health & Addictions Support Worker (MHASW) team and facility support services, including maintenance, housekeeping, and food services. The Operations Manager ensures the facility operates safely, efficiently, and consistently while supporting a high-quality residential treatment environment. The role provides leadership to operational and support staff, coordinates facility and client-support activities, manages staffing and resources, and works collaboratively with clinical, nursing, admissions, and other interdisciplinary team members. The position creates an environment that promotes collaborative teamwork, client satisfaction, staff development, accountability, effective communication, continuous improvement, and appropriate autonomy in decision-making. As a member of the site leadership team, the Operations Manager works closely with the Executive Director, Clinical Supervisor, Nursing Supervisor, Admissions Coordinator, and other leaders to ensure operational practices support client care, treatment programming, safety, and organizational objectives. Leadership and Staff Management Provide direct leadership, supervision, coaching, and day-to-day direction to MHASWs, Maintenance, Housekeeping, and the Head Cook. Oversee recruitment, onboarding, orientation, training, performance management, and ongoing development of assigned staff. Evaluate staff performance and identify areas of improvement or concern. Conduct regular performance feedback, goal setting, and performance reviews in accordance with organizational practices. Address attendance, conduct, performance, and workplace concerns in collaboration with the Executive Director and Human Resources as appropriate. Support staff development by identifying training needs and ensuring assigned teams maintain required certifications and competencies. Ensure effective communication and handover between shifts and departments. Provide operational leadership and supervision to the MHASW team and ensure consistent delivery of client-support responsibilities across all shifts. Support MHASW staffing and scheduling to maintain appropriate coverage across days, evenings, nights, weekends, and statutory holidays. Provide guidance to MHASWs regarding operational, behavioural, environmental, and client-support concerns and ensure clinical or medical matters are appropriately escalated to the Clinical Supervisor, Nursing Supervisor, or other regulated professional. Review operational incidents, client concerns, shift reports, and other relevant documentation and ensure appropriate follow-up occurs. Act as liaison with Admissions, Clinical, Nursing, and other interdisciplinary teams to maintain effective communication so that client treatment, safety, programming, and operational goals are achieved. Handle client concerns and complaints within the scope of the role and elevate clinical, medical, privacy, or other specialized matters to the appropriate leader. Participate in client admissions, discharges, transportation planning, activities, and other operational processes where coordination with support staff is required. Facility and Support Services Oversee the safe, effective, and efficient operation of the physical facility and support-service departments. Provide direct oversight to the Maintenance Representative and coordinate preventative maintenance, repairs, inspections, service calls, and facility improvement needs. Provide oversight to Housekeeping to ensure client rooms, common areas, offices, and other facility spaces meet organizational standards for cleanliness, safety, and infection prevention and control. Provide operational oversight to food services through the Head Cook, ensuring appropriate staffing, food-service standards, supply management, cleanliness, and coordination with client programming needs. Monitor building systems, equipment, furnishings, grounds, and other physical assets and ensure deficiencies are identified and addressed in a timely manner. Coordinate external vendors, contractors, service providers, and facility-related projects as required. Maintain appropriate inventories of operational, housekeeping, maintenance, food-service, client-care, and other facility supplies and coordinate ordering within approved budgets. Support emergency preparedness, fire safety, environmental safety, occupational health and safety, security, and business-continuity planning. Ensure required facility inspections, maintenance records, safety checks, and other operational documentation are completed and retained. Respond to urgent facility or operational issues and elevate to the appropriate leader when required. Scheduling and Resource Management Oversee workforce planning, scheduling, vacation coordination, and coverage for assigned operational depa