Service Manager

3 weeks ago

Red Deer, Canada Heritage Family Services Full time

Description:
Reporting to the Clinical Director, the Service Manager provides operational leadership in relation to Program Operations and Persons Served. The Service Manager is a leader in effective communication between programs, departments, Children’s Services, and other stakeholders to complete job duties. Additionally, this leadership position will be required to develop the skills, shift perspectives and behaviors, develop training/goals and supervision plans, and evaluate their direct reports. The Service Manager ensures the processes, resources, and professional development needs of the programs are met, and that direct reports are maintaining or increasing the level of safety, well-being, permanency, and connection to supports available to their clients. Furthermore, this dynamic position ensures that the intent of legislation, contracts, standards, and policy and procedures are adhered to by themselves and their direct reports.

The responsibilities of this role include, but are not limited to:

- Oversee operations of multiple group home and/or sibling home programs and provide operational leadership or guidance as needed
- Provide leadership and mentorship to Program Coordinators, ensuring development and program delivery is within scope of responsibility are delivered with fidelity to the program model and alignment to vision, mission and values of organization.
- Monitor daily/weekly staffing needs, schedules and overtime requests, supporting program coordinators as needed
- Accountable for successful performance of Programs as set out in Schedule "A".
- Collaborate and develop strong working relationships throughout the organization and external resources
- Ensure the safety of youth and staff through regular program visits, and ensuring administrative compliance with licensing, training, government regulations and contractual obligations.
- Ensure that programs are completing effective supervision, care-planning, assessment and meeting procedures and processes.
- Conduct regular supervisory, coaching/performance evaluation meetings to address concerns, improve skills, and develop competency within direct reports.
- Effectively present information and respond to questions from managers, employees, Persons Served, families, professionals, and/or the public.
- Gain a well-rounded knowledge of all programs within the organization to provide collaborative operational leadership as needed
- Facilitate and conduct team meetings, case management meetings, and supervisions.
- Ensure all direct reports maintain human resource documentation and training requirements.
- Collaborate with Human Resources to support recruitment and staffing needs, employee relations, and people & culture initiatives.
- Monthly on-call leadership responsibilities
- At least 2 years of direct supervisory/leadership experience or demonstrated proficiency
- Minimum 2 year Diploma in Social Services or Administrative Discipline, and 4 years of therapeutic services experience in child and family services: or 4 year Degree in Social Service or Administrative Discipline, and 2 years of therapeutic service experience in children and family services
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
- Superior communication, interpersonal, and organizational skills are essential for this position
- Able to build relationships with individuals at all levels of the organization is essential, as well as the ability to handle multiple tasks and deadlines.
- Strong proficiency in therapeutic care and the Therapeutic Crisis Intervention (TCI) model, with a demonstrated understanding of child development, trauma and loss and grief
- Recognition of Indigenous Traditions and beliefs and the importance of culturally appropriate care
- Demonstrated respect to diverse communities, backgrounds, identities, gender, and sexualities with an understanding of terminology and pronouns.
- Ability to communicate cross-culturally and work effectively with individuals and groups, including those with socially marginalized identities and experiences
- Criminal Record Check, Child Intervention Check, proof of vaccination status, and Drivers Abstract will be required as part of pre-employment screening.

**Why Heritage?**

As a children and family services provider, Heritage Family Services is a person-focused, service-oriented team with a predominantly attachment-based, developmental approach to caregiving. Direct care staff are trained in Therapeutic and Nonviolent Crisis Intervention and supported through a skilled Clinical Team to support growth and change in all of our persons served. With an upstanding record of serving children and families for forty years in Alberta, Heritage Family Services’ values of authenticity, service, quality, and responsibility draw both new and experienced human services professionals to build long, rewarding careers in a positive, fulfilling environment.

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