Director, Resident Services

Director Resident Services

Full Time
Hybrid, Downtown Toronto

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.
More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.
For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

Overview:
Reporting to the Chief Programs Officer, the Director, Resident Services has overall responsibility for the planning, co-ordination, management, monitoring and evaluation for efficient and effective delivery of all programs within the Resident Services department in accordance with the values, mission and principles of Covenant House Toronto (CHT).
The Director, Resident Services provides leadership for an integrated service delivery model to create a safe, inclusive and supportive community for youth living in our congregate living programs. Working collaboratively with other program departments, the Director, Resident Services ensures services are outcomes focused, evidence and trauma informed and utilize harm reduction practices. The Director, Resident Services is also responsible for the development of relevant government grants and supporting youth engagement initiatives.

Responsibilities:
• Monitor service delivery and take corrective action as needed to ensure that program principles, policies and procedures are applied in all program areas, including but not limited to trauma informed practices and harm reduction
• Ensures service standards and practices are compliant with CHT service model, values and philosophy as well as regulatory/statutory requirements
• Lead and manage department program reviews, evaluation and quality improvement plans utilizing Key Performance Indicators & Outcomes
• Identify gaps in service and provide leadership around program development
• Utilizes excellent change management principles and practices
• Supports the development of strategic plans and associated components connected to programs within the Resident Services portfolio
• Develops and monitor annual service plan to support the strategic vision for the department
• Promotes a culture of continuous learning and professional development for staff
• Attend program case management meetings as required to provide support to staff
• Ensures the timely completion of all required program documentation including financial, client services, personnel records and program reports
• Oversees the creation and management of department finances and budgets and provides guidance to program managers for the management of budgets
• Reviews relevant critical incidents and emergency procedures and takes corrective action
• Manages crisis situations by assessing and reducing risk/need and takes appropriate action
• Represents CHT on relevant community tables, committees, coalitions and professional organizations
• Works collaboratively with community partners to plan, develop and manage projects
• Negotiates potential strategic partnerships and join proposals that support CHT strategic objectives
• Participates in public speaking opportunities on housing, homelessness and adjacent issues
• Ensures adherence to the policies and procedures of CHT, City of Toronto Shelter Standards and Funder Guidelines
• Ensures statistical records are maintained and submits reports on the program with analysis of trends
• Ensures program policies are in alignment with CHT’s vision, mission values and service philosophy, regulatory obligations, and are aligned with evidence-informed/evidence-based practices
• Ensures adherence to quality assurance activities and requirements
• Oversees the creation and management of departmental finance and budgets, provides guidance to program managers for the management of program budgets
• Work in collaboration with the Finance department to ensure funding proposals are financially accurate and sustainable
• Ensures that work is conducted in a safe manner, investigates and responds to complaints of health and safety violations, as governed by agency and CHT international health and safety policies and procedures
• In collaboration with Senior Management, ensures that all facilities conform to the standards set out by funding agreements and government legislation; that tenants and staff adhere to building and fire codes, occupational health and safety and other relevant regulations; that evacuation procedures are in place
• Coaches, mentors and support managers in their development
• Participates in departmental design initiatives and makes recommendations for changes
• Provides guidance and support to managers on employee relations issues
• Ensures the development and monitoring of progress of departmental staff engagement plans
• Oversees the development, coordination and implementation of internal training for program services
• Participates in recruitment, professional development, and performance management of staff
• Coach employees through change processes and facilitates successful performance during transitions

Qualifications and Experience:
• Bachelor of Social Work (BSW), Bachelor of Arts (BA) in Human Services, Master’s Degree or Master of Social Work (MSW) or equivalent preferred
• Minimum 5 years’ senior managerial experience in leading, managing and motivating a diverse workforce, ensuring effective teamwork, providing resolution to issues, ensuring high standards of work quality and organizational performance, continuous learning and encouraging innovation in others
• Past experience in a non-profit environment is preferred
• Strong knowledge of best practices related to programs, including housing and congregate living programs
• Ability to establish effective working relationships with all stakeholders, employees, client divisions, outside agencies and build effective relationships within a large, diverse, multidisciplinary environment
• Ability to lead change within a complex organization while managing stakeholder's needs and interests
• Familiarity with relevant government legislation in the area of governance, budgeting, financial reporting, service delivery, employee relations and occupational health and safety
• Knowledge of adolescent developmental theory and specific issues related to homeless and trafficked youth.
• Highly developed change management, communication, problem solving and facilitation skills
• Proficient in Office 365 and SharePoint
• First Aid, CPR certification an asset
• Demonstrated grant writing expertise

Interested candidates should submit their cover letter and resume to this posting. Only those candidates selected for an interview will be contacted. No phone calls please.

At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.