Manager of Operations, Sheltercare

At House of Friendship, we believe in what we are doing. We get out of bed each day to make a difference in our community; to walk with and to serve. We are not happy with the status quo. We get energy from ongoing learning and growth. We lead with passion and believe without a doubt that everyone deserves to belong and thrive. We live and breathe our values of Compassion, Inclusion, Justice, Dignity and Hope. And we have fun

Sounds pretty great, doesn’t it? It is

A shelter program that is following the ShelterCare model of providing a place to stay and staff support 24/7. ShelterCare creates opportunities where individuals experiencing homelessness have access to on-site, integrated housing and health supports so they can become healthier and housed - exiting the cycle of homelessness for good. The Manager of Operations will possess and utilize their passion for community-based program operations, development and evaluation. They will provide leadership for the program and team culture by providing support and oversight for achieving program outcomes, while coordinating the daily operations of the program. This position works closely alongside the Manager of People and Culture and Manager Health Integration and Partnerships to ensure strategic leadership and support for ShelterCare.

*** This is a contract position, from approximately September 8, 2025 to September 8, 2026.**

**This is a full-time position, offering 37.5 hours per week. Schedule Monday to Friday, daytime hours. Flexibility required including participation in the supervisory on-call rotation.**

**Valid G class driver’s license and access to a reliable vehicle required; frequent travel throughout Waterloo Region. Successful completion of a Police Records Check (Vulnerable Sector)**

**required pre-employment.**

**Key Responsibilities**:

- Responsible for all aspects of program operation, deliverables and outcomes; including program development and review, program budget, allocation of resources, and relationships with funders, community partners, staff and people we serve
- Lead, develop and support food services coordinator and operations supervisor; provide strategic leadership to students and volunteers supporting the program
- Understand, implement and be accountable to program policies and procedures, including and not limited to: incident reporting, harm reduction, fire prevention, privacy/confidentiality, safe substance use on-site, restrictions and restorative practices, storage of personal belongings, etc.
- Champion organizational and program change initiatives, helping team members and people we support to understand the change and inviting feedback through appropriate channels
- Create reports and proposals to support or source funding
- Responsible for the management financial functions, including government grants and donations
- Responsible for property management functions and working alongside property team to ensure a safe physical environment
- Represent House of Friendship at various community development and neighbourhood related meetings and community forums; bringing relevant issues and solutions to the conversation
- Take a lead role in community consultation and community leadership development initiatives
- Responsible for ensuring the program is meeting the performance outcomes and metrics of our Regional agreement
- Facilitate engagement with people we serve, utilizing surveys, start, stop, continue exercises and analyze quarterly results on the development of program outcomes
- Responsible for the 24/7 program operation including day to day operations and crisis/emergency response and participation in the on-call rotation
- Engage as a member of an interdisciplinary team to ensure healthcare housing services are provided, evaluated and reported upon to meet the diverse needs of participants
- Strategic project management and implementation of shelter, ShelterCare and/or organization wide projects
- Strategic oversite on supporting intensive case management of people we serve accessing the shelter and ensuring tracking, documentation and progression towards a permanent housing through the HIFIS database oversite;
- Strategic oversite on the strategy for engagement of the people we serve to ensure decision making transparency, feedback, and program improvement through a human centered design process
- Collaboration and teamwork across many functions to achieve success including: housing, health, finance, development, police, city/regional officials, finance, and other service providers and partners within Waterloo Region
- Ensure fiscal responsibility of program expenses through the creation and execution of a sustainable budget
- Support the program leaders with administration, creating reports and proposals to support and secure diverse funding opportunities
- Responsible for public relations/community liaison with the program and with external partners
- Engagement with local, provincial and federal asso