Program Manager

**ORGANIZATION**

We (Oxenham Consultants Inc.) an executive search firm, head-officed in Toronto, since 1999, are currently conducting a search for a Program Manager for **Access Independent Living Services** (Access): a leading NFP organization that enhances quality of life by providing services for people with physical support needs to be able to live independently in the community.

**THE JOB SUMMARY**

The **Program Manager**reporting to the Director, Program Operations is responsible for managing a team of frontline staff (Independent Living Assistants), fostering and maintaining effective relationships with Consumers, and ensuring efficient and safe delivery of attendant services to adults with physical disabilities.

**ABOUT YOU**

You are a compassionate and dedicated leader with a passion for making a difference in the lives of individuals with disabilities. Your exceptional interpersonal skills enable you to build strong, trusting relationships with both your team and the Consumers you serve. You excel in a dynamic environment, demonstrating flexibility and resilience while managing multiple priorities.

Your previous supervisory experience, especially in a unionized setting, has honed your ability to navigate complex situations with empathy and fairness. You are adept at fostering a collaborative and supportive team culture, ensuring that each Independent Living Assistant feels valued and empowered to deliver the highest quality of care.

You bring a deep understanding of the challenges and rewards of providing direct care. Your meticulous attention to detail ensures that service delivery consistently meets quality standards, and your organizational skills keep the day-to-day operations running smoothly.

You are proficient in using healthcare information management systems (HIMS) to maintain service requests and update scopes of services. Your commitment to continuous improvement drives you to seek innovative solutions that enhance the efficiency and safety of the Assisted Living program.

Above all, you are driven by a genuine desire to improve the lives of adults with physical disabilities, ensuring they receive the compassionate and effective support they deserve.

**KEY RESPONSIBILITIES & SKILLS**
- Model and champion the Independent Living Philosophy ensuring excellent attendant services are provided in a safe, respectful and professional manner.
- Communicate effectively using an inclusive and professional approach with employees, Consumers, their families and allied health professionals, senior management, peers, and other stakeholders.
- Provide day-to-day operational support for other Program locations as needed.

**Staff Management**:

- Assess and determine staffing requirements based on present and future program needs; participate in the hiring process.
- Provide orientation and onboarding to new hires including setting probationary expectations; explaining organizational policies and procedures; training new hires in health and safety practices.
- Establish team and individual goals for employees; track progress and identify training/development needs.
- Monitor staff performance, provide coaching where needed; evaluate employee performance through regular one-on-one meetings and formal performance reviews.
- Schedule employees on a 24/7 basis to ensure adequate coverage to meet service obligations and staying within the allocated Program budget; publish employee schedules in compliance with collective agreements.
- Compile and submit reports on a regular basis related to turnover, time off usage, grievances, and other key performance indicators (KPIs).

**Consumer Relations**
- Ensure Consumer service needs are consistently met and maintained in the health information management system.
- Respect and advocate for the rights of Consumers, including but not limited to their right to independence, autonomy and self-determination; their right to choose and practice individual values, beliefs, religion, and culture; their right to privacy and dignity; and their right to live free from retaliation, discrimination and abuse.
- Set and manage expectations with Consumers ensuring adherence to their service agreements and Organization’s policies and protocols, including respectful treatment of employees.
- Maintain a high level of Consumer satisfaction; identify and implement process improvements through ongoing quality assurance.
- Respond to Consumers’ complaints and incidents such as accidents/injuries, health and safety concerns, service refusals, or disagreements by conducting thorough investigations and engaging in conflict resolution in a timely and unbiased manner.
- Compile and submit reports on a regular basis related to Program targets, utilization of service, and other key performance metrics.

**Program Operations**
- Assist with the planning and implementation of Program initiatives as set by Senior Management.
- Analyze Program operations for efficiency and identify areas fo