Program Manager

**Description**:
This position is accountable for managing various programs of a given caseload within Reena, as assigned, including, but not limited to, residential, day, outreach, respite, crisis and urgent need, striving for continuous quality improvement towards fulfilling Reena’s Mission statement. The Program Manager manages the Direct Support Supervisors (DSS) and administrative staff, distributes resources and budgets to deliver programs efficiently, and liaises with outside agencies and Ministries to ensure legislative compliance and the best possible quality of life for the supported individuals. Using a person-centred approach, the Program Manager provides experienced guidance to help DSSs facilitate operations, encourage family involvement, handle crises, and deal with lifecycle events. This role also directs and implements agency planning, both immediate and long term, to provide support for new individuals transitioning into the Reena community, assessing needs and securing services for both initial and ongoing funding.

The Program Manager represents Reena within the Developmental Services Sector and the community as an advocate for the population served. The role shares accountability with the Director of the portfolio, Chief Operations Officer, and Chief Executive Officer to stakeholders for their assigned caseload regarding compliance, licensing, accreditation, reporting, and communication with applicable Ministries, authorities, and families.

Reena is committed to promoting diversity, equity, and inclusion in all aspects of our work. We believe that diverse perspectives are essential for addressing complex social challenges effectively. We actively engage with individuals and communities from different backgrounds and experiences to ensure our programs and initiatives are inclusive and accessible to all. By embracing diversity, we strengthen our mission and create a lasting impact on the lives of those we serve. The Program Manager will therefore, represent Reena in a manner that conveys the nature and philosophy of the organization, and will promote the concept of inclusive communities.

**Key Responsibilities**:

- Promotes Reena’s Mission, Vision, Values and Strategic Plan.
- Leads the caseload assigned in the provision of superior service, quality programs and integration of activities across the agency and community
- Manages the full cycle of service for all individuals within assigned caseload, starting from intake and development of individualized support plans and budgets through residential/day planning with regards to changing needs
- Oversees Reena locations within assigned caseload, including safety and upkeep in coordination with the Property Department, ensuring the property and infrastructure meet the needs of the individuals and providing needed resources in conjunction with the Procurement Department
- Processes referrals for and oversees assigned caseload links with external consultants on an episodic or ongoing basis, including but not limited to, Occupational Therapists, Physical Therapists, Behavioural Therapists and Speech-Language Pathologists
- Maintains an on-call schedule for after-hours to assist Direct Support Supervisors with crisis issues or contentious situations
- Liaises and utilizes external resources to support individuals, including, but not limited to, hospitals, police services, court system, school boards, other agencies, housing authorities and public health services
- Follows Quality Assurance Measures and the Social Inclusion Act (QAM299/10) at all times in the management of caseload
- Conducts Case Conferences with regard to individuals as needed due to issues, changes or specific circumstances. Ensures follow up in regards to action plans. Includes appropriate service partners (and cross sector) and various disciplines as appropriate.
- Ensures assigned caseload complies with all program policies, Ministry requirements, accreditation and all applicable legislation
- Manages, coaches, counsels and assigns work to Direct Support Supervisors, and administrative staff for assigned caseload
- Deals with major staff issues in conjunction with Direct Support Supervisors and the Human Resources Department
- Ensures assigned caseload meets all requirements and undertakes actions required to maintain compliance with the Human Rights Code, Employment Standards Act, Accessibility for Ontarians with Disabilities Act, Ontario Health and Safety Act, PIPEDA and any other applicable employment legislation.
- Adheres to the overall Human Resources strategy and goals to align with the strategic objectives of the agency and the Core Competencies implementation throughout to the assigned caseload
- Responsible for implementing practices that ensure the health and safety of staff and dealing with major health and safety incidents, including responding to all Ministry of Labour orders in conjunction with the appropriate Director in Operations and the Human Resou