Program Manager

The INN St Thomas-Elgin seeks to provide safe, temporary shelter to individuals 16 and over while supporting all basic human needs and reducing barriers to obtain housing.

Reporting to the Executive Director, the role of Program Manager is to ensure that all daily functions of The INN St. Thomas-Elgin program are managed effectively, continuously improving and ensuring that service delivery has the highest quality outcomes for guests and stakeholders. Services are delivered in a positive and welcoming work environment from a lens of cultural humility with a guest-centered, trauma informed, anti-oppression approach.

This is a full-time management position, 40 hours per week including a combination of days, afternoons, evenings and weekends all on site. The INN is an emergency shelter open 24 hours/day, 7 days/week, 365 days/year.

**Conditions of Employment**:
Proof of being fully vaccinated for COVID-19 is mandatory.

Clean and completed Police Vulnerable Sector Check at Employee’s own expense. Original document.

Certification in CPR and First Aid at Employee’s own expense.

**RESPONSIBILITIES**:
1. Model and actively promote a positive, welcoming, non-judgmental, inclusive environment to all individuals accessing The INN, where every individual is treated with courtesy, respect, and compassion.

2. Maintain information in confidence as required except for in instances where individuals are at risk of harm.

3. Adhere to the Staff Code of Conduct while upholding and enforcing all agency policies and procedures.

4. Work collaboratively with staff, security, onsite partnering agencies and volunteers to provide exemplary guest service delivery.

5.Contribute to an environment that focusses on moving guests forward to obtain housing, including asking encouraging and prompting questions, providing reminders, and assisting in any way possible to moving guests to housing solutions.

6. Ensure guests are aware of shelter expectations in a positive manner.

7. Treat the property of The INN and our landlord with due care and caution, using resources sparingly and efficiently.

8. Represent the agency in a professional and engaging manner and assist personnel whom the position supports in developing those skills as required.

9. Participate in supervision and performance appraisal process

10. Participate in ongoing professional development and training.

**Service Responsibilities**:
To provide direction, vision, and leadership and to assess on a continual basis the effectiveness of the Inn Program. To provide leadership in the development, implementation and evaluation of strategies and programs to meet the identified needs of our guests. To develop and coach all staff assigned to the shelter program to ensure program outcomes are achieved.

A. **Service Development/Delivery**

2. Participate in the review and revision and recommendation of relevant policies and procedures.

3. Ensure the effective communication of overall guest services including shift change, information exchange, database, staff meetings, guest meetings, memos etc.

4. Prepare timely, accurate statistical and operational reports as required for internal and external reporting purposes.

5. Participate in the development of person-centered approaches and services.

6. Ensure that documentation and files are up to date and properly maintained.

7. Ensure that policy and procedures are adhered to during day-to-day operations.

8. Ensure that guest/case management process is maintained, and information is documented in an accurate and timely manner and shared in compliance with policies and procedures.

9. Ensure appropriate liaison with outreach/community workers who come into the Inn to provide service.

10. Supervise Food Acquisition Lead and collaboratively plan for guest meals and snacks provision.

11. Attend to facility repairs/issues in collaboration with Executive Director.

12. Implement appropriate safety and security procedures as necessary.

13. Adapt a flexible approach to problem solving issues and situations that arise.

14. Coordinate storage and retrieval of donations.

15. Communicate with donors in a timely and professional manner, ensuring they are recognized appropriately for their donation.

16. Provide referrals or general information to community members.

17. Develop positive working relationships and maintain effective communication with internal and external organizations and community members.

18. Provide guest intervention within highly sensitive and high-risk situations.

19. Provide input and participate in the budget process and monitors/manages financial performance accordingly.

20. Promote the organization highlights and needs on social media platforms.

21. Represent the organization at various community tables with service delivery partners and funders.

22. Perform other position related duties as requested.

B. **Human Resources**

1.Participate in recruitment, hiring, orientation and staff/volunteer d