Assistant Manager

Description

POSITION TITLE: Assistant Manager –Post-Discharge, Supportive Living, Alternative Living care

PROGRAM: Operations –Post-Discharge, Supportive Living, Alternative Living care

POSITION TYPE: Permanent Full time

HOURS OF WORK: 40 hours per week- Monday to Friday 3pm to 11pm. Flexible to work both day and evening hours

POSITION SUMMARY: Reporting to the Program Manager, the Assistant Manager plays a key leadership role in supporting the operational excellence, service quality, staff performance, and continuous improvement of assigned programs. This role provides direct supervision and coaching to frontline teams, ensuring services are delivered safely, effectively, and in alignment with CMHA Calgary’s recovery-oriented, trauma-informed, and harm reduction frameworks. The Assistant Manager contributes meaningfully to program planning, monitoring, evaluation, reporting, and development activities, supporting a culture of accountability, data-informed decision-making, and measurable outcomes. The Assistant Manager is expected to actively build, mentor, and support high-performing teams; strengthen staff capacity; and foster an environment of collaboration, professionalism, and psychological safety.

REPORTS TO: Program Manager

LOCATION: Calgary

Key Service Responsibilities And Specific Accountabilities

Leadership, Supervision & Team Development

• Support the Program Manager in cultivating a high-performing, collaborative, and wellness-oriented team culture aligned with CMHA Calgary’s mission, vision, and values.
• Provide consistent, strengths-based supervision, coaching, and mentorship to frontline staff, promoting accountability, professional growth, and continuous learning.
• Build team capacity through structured onboarding, training support, skill development planning, and ongoing feedback.
• Model authentic, adaptive, and emotionally intelligent leadership in daily practice.
• Support full-cycle performance management processes, including goal setting, coaching conversations, documentation, progressive discipline (as required), and annual performance reviews.
• Foster a culture of clarity, role accountability, and shared responsibility for client outcomes and service excellence.
• Support recruitment, interviewing, selection, and orientation of program staff, ensuring alignment with program competencies and organizational culture.
• Promote psychological safety, equity, diversity, inclusion, and culturally responsive practice within the team.
• Address team conflict proactively and constructively, utilizing effective communication and resolution strategies.
• Encourage reflective practice, resilience, and staff wellness in environments involving crisis response and complex client needs.

Program Operations

• Support the implementation and consistent adherence to CMHA Calgary’s Program Policies, Procedures, and Service Delivery Model.
• Assist in coordinating daily program operations to ensure high-quality, client-centered, recovery-oriented service delivery.
• Provide consultation and guidance on complex client and operational matters, escalating risk or high-impact issues appropriately.
• Support staffing coordination, scheduling oversight, and resource allocation to ensure appropriate service coverage and operational continuity.
• Participate in budget monitoring, expense tracking, and financial stewardship under the direction of the Program Manager.
• Monitor documentation quality, case notes, incident reports, and file compliance to ensure adherence to internal standards, funder requirements, and regulatory expectations.
• Participate in case conferences, interdisciplinary meetings, system coordination discussions, and contract-related meetings as required.

Monitoring, Evaluation, Reporting & Continuous Quality Improvement

• Support the implementation of program monitoring and evaluation frameworks to measure service effectiveness, client outcomes, and operational performance.
• Assist in tracking key performance indicators (KPIs), service utilization data, discharge outcomes, client progress measures, and other required metrics.
• Ensure accurate and timely data collection, entry, and validation within electronic documentation systems.
• Contribute to the preparation of internal reports, funder reports, and performance dashboards as required.
• Analyze program data in collaboration with the Program Manager to identify trends, service gaps, risks, and opportunities for improvement.
• Support continuous quality improvement initiatives by integrating data analysis, client feedback, staff input, and best practice research into operational a