Program Manager, Fhcl
2 weeks ago
**We’re Hiring**
**PROGRAM MANAGER, CRISIS LINE**
**Posting Requisition **_22264 _**Program** _Fraser Health Crisis line _
**Job Type **_Regular, Full-time _**Location **_Surrey, BC _
**Hours of work **_35 hours per week _**Closing Date **_Open Until Filled _
Options Community Services is a non-profit registered charity providing social services primarily in Surrey, Delta, White
Rock and Langley. We believe in helping people help themselves. We believe in collaborating with individuals,
businesses, community groups and government to create focused, effective and responsive resources for the
community.
The Fraser Health Crisis Line Program Manager is responsible for overseeing the development and delivery of the Fraser
Health Crisis Line, in accordance with legislation, regulations, contractual commitments, society policies and
commonly accepted practice standards.
Responsibilities include overseeing the day-to-day operations and staff assignments to ensure that the mandate and
goals of the program and Options Community Services Society (OCS) are met. The program manager is actively involved
in the planning, development and implementation of effective and efficient services, and as a member of the
leadership team shares responsibility for the development of policies and plans affecting the services, human resources
and financial resources of the Society as a whole.
**ACCOUNTABILITIES**
- Oversees the day-to-day operation of the crisis line. Develops, implements, monitors and evaluates all facets of
the program in order to ensure that client/staff/volunteer needs are met and that contractual obligations to
the Provincial Health Services Authority and other funders are fulfilled.
- Ensures scheduling of volunteers and crisis line support workers, ensures that phone room capacity is adjusted
based on typical service demand and availability of crisis line support staff for mentoring and coaching of
trainees.
- Determines annual program goals and objectives. Evaluates and implements program changes, in consultation
with practice leader, funding consultant, program staff, senior manager and the deputy executive director or
designate as deemed appropriate.
- Responsible for volunteer recruitment and marketing of the Fraser Health Crisis Line throughout the relevant
communities, ensuring that adequate numbers of volunteers are recruited.
- Co ordinates the preparation and provision of statistical and narrative reports to the society and funder.
- Manages the Performance Quality Improvement of the Crisis Line Service for accreditation and Society
purposes.
- Ensures that program facilities are maintained in a manner that meets or exceeds all health and safety
standards. Ensure that all WorkSafe Health and Safety Standards are met and maintained.
- Responsible for recruitment, performance appraisals, discipline, grievance resolution, arbitrations, discharge.
- Manages fiscal, staff and material resources of the program and makes annual budget recommendations.
Develops comprehensive plans and strategies to achieve identified objectives.
- Works closely with the provincial association (CLABC), community partners, emergency service providers,
personnel from other agencies, and other stakeholders within the service delivery area to ensure trends and
gaps in services are monitored and addressed.
**_ We are an equal opportunity employer committed to hiring a diverse workforce_** Posted: 23-March-13
**We’re Hiring**
**QUALIFICATIONS**
**Education, Training, and Experience**:
- A Bachelor’s degree in a related field (equivalent education and experience will be considered).
- A minimum of three (3) years practical experience within the fields of crisis intervention and volunteer
management.
- Three (3) to five (5) years of progressively more responsible program management experience preferably in the
community social services sector.
- Experience managing in a unionized environment is considered an asset.
**Skills and Abilities**:
- Excellent oral, written facilitation and interpersonal communications skills.
- Demonstrated teamwork, leadership and supervisory skills.
- Well-developed planning, organizing, controlling and administrative skills.
- A thorough knowledge of mental health and addiction issues, family dynamics, domestic violence, mandated
reporting, suicide risk assessment and intervention and the community model of service delivery.
- Demonstrated ability to de-escalate crisis situations.
- Good understanding of technology and navigating technical systems.
- Awareness of, and sensitivity to, ethnic, cultural, physical, sexual, developmental and life-style diversities.
- Knowledge of accreditation requirements pertaining to crisis line services particularly those associated with
AAS and COA.
- Experience volunteering or working with volunteers.
- Knowledge of community resources.
- Ability to identify sensitive issues and maintain confidentiality.
- Represent the Society
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