Service Engagement Manager

1 week ago

Kitchener, Canada House of Friendship Full time

At House of Friendship, we believe in what we are doing. We get out of bed each day to make a difference in our community; to walk with and to serve. We are not happy with the status quo. We get energy from ongoing learning and growth. We lead with passion and believe without a doubt that everyone deserves to belong and thrive. We live and breathe our values of Compassion, Inclusion, Justice, Dignity and Hope. And we have fun

Sounds pretty great, doesn’t it? It is

Addiction Services programs that provide support to adults who are concerned about their substance use. This role works collaboratively with all Addiction Services programs. They will possess and utilize their passion for coaching and developing people and teams. They will provide leadership and coordinate the daily operation for the service engagement team by providing supervisory support to staff involved in facilitating participant pathways through addiction services. This role connects with community partners to build collaboration and integration within Addiction Services.

*** This is a permanent, salaried, full-time (37.5 hours per week) position with paid sick time, personal days, vacation time, group health benefits and defined contribution pension plan.**

**Schedule to be Monday to Friday. Some flexibility required based on program needs.**

**Valid G class driver’s licence is required. Access to a reliable vehicle is preferred.**

**Travel throughout the Waterloo Region.**

**Successful completion of a Police Records Check (Vulnerable Sector) is required pre-employment.**

**Key Responsibilities**:

- Lead, develop and support the team (staff, volunteers and students), including coaching and development, team dynamics, conflict management etc.
- Responsible for all aspects of leading a team including recruitment, retention, training and onboarding, supervision, performance assessment, development and management
- Assist with recruitment, onboarding, and training across addiction services
- Responsible for the healthy and safe operation of the program; ensuring a physically and psychologically healthy work environment for all team members.
- Responsible for the allocation of staff, students and volunteers based on the needs of each program and/or site.
- Responsible for all aspects of service operation including development and review, budget, allocation of resources, and relationships with funders and community partners, staff and participant safety.
- Responsible for all aspects of service data collection including completing audits of staff logs and running reports to ensure data collected is reliable and valid
- Responsible for ongoing service evaluation and quality improvement, leading service reviews and service evaluation initiatives
- Maintain high level proficiency with respect to confidentiality in compliance with Personal Health Information Protection Act (PHIPA)
- Create reports and proposals to support or source funding. Responsible for the management financial functions.
- Responsible for property management functions.
- Collaborate with partners and agencies to increase opportunities for innovation and positively affect outcomes.
- Represent House of Friendship at various community development and neighbourhood related meetings and community forums and events; bringing relevant issues and solutions to the conversation.
- Take a lead role in community consultation and leadership development initiatives.
- Maintaining partnerships, presence at appropriate community tables/communities of practice.
- On-call responsibilities for after-hours emergency crisis
- Committed to service integration internally/externally

**Job Specific Knowledge/Skills**:

- Sensitivity to and knowledge of issues relating to and impacting on all genders and all marginalized populations
- Very strong leadership, team building and decision making skills required including demonstrated strength in coaching and developing people and teams
- Experience with coaching and mentoring for personal growth and development, including the ability to coach others through conflict
- Commitment to work with and support training of students, volunteers and new employees as required
- Demonstrated skill in building and maintaining productive relationships (staff, community partners, funders).
- Demonstrated ability to calmly problem-solve in a fast-paced, sometimes stressful environment
- Passion for utilizing innovative approaches to providing supports in addiction treatment settings
- Knowledge of complementary therapies is preferred
- Demonstrated capacity for accurate and efficient documentation and computer data entry
- Commitment to stage matched, strengths based, person-centred quality psychotherapy services
- Advanced knowledge of and training in substance abuse and recovery issues
- Knowledge of Ministry of Health and Long Term Care requirements
- Knowledge of local community agencies and resources is an asset
- Commitment to ongoing professional deve

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