Program Manager, Operations and Business Processes

Job Title - Program Manager, Operations and Business Processes (Program Manager, Housing Programs) - Status - Permanent Full-Time - Temporary - Approximate length of assignment, in months - Type of Position - an Addition to Staff - Start Date - Immediate - Salary - Annually - Salary Grade - $105,794.00 - $120,149.00 - Department - York Region -> Community & Health Services -> Housing Services - Location - Hsg - HYI Newmarket - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)- - Job Description (E) **POSITION PURPOSE** Reporting to the Manager, Operations Housing York Inc. (HYI), this position is responsible for leading the coordination, implementation and evaluation of policies and programs to meet operations unit needs and managing the appropriate supports. Provides policy and program support, research and analysis. Identifies and provides support related to provincial legislation. Facilitates implementation of project management tools to support continuous process improvement. **MAJOR RESPONSIBILITIES** - Manage operations engagement processes and ensure operations representation in policy discussions with the Service Manager. - Oversees implementation of rent subsidy and subsidized wait list policy and program changes, including development of job aids and training resources and updates to system workflows and reports. - Manage establishment and maintenance of business processes supporting quality assurance. - Develops on-boarding and subsidy program training resources. - Develops and oversees compliance tracking and internal planning processes for HYI market rents. - Remains current with legislative and regulatory requirements impacting tenancy management; ensures communication and updates business processes, document templates and systems as required. - Manages agency partnership leases and agreements. - Oversees community agency selection process for housing programs. - Coordinates and oversees the summer student program for HYI youth. - Administers and reports on resident satisfaction programs, including surveys, complaint tracking, analysis and resident feedback. - Manage development, documentation and support implementation of business processes, standard operating procedures, policies and system workflow and ensures key stakeholders inform policy development - Manages development and implementation of communications plans for HYI residents, in coordination with internal stakeholders as required. - Provides input into budget and business plan development, policies and procedures. - Supervises staff, including recruitment, selection, hiring, scheduling, assigning and monitoring work, determining training and development needs, coaching and mentoring, conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements, Regional policies and practices. - Ensures that operating staff work in a safe manner and utilize all required health and safety equipment and protective devices and follow all measures and procedures as required by the Occupational Health and Safety Act and Regulations and Regional Policies. - Applies equity, diversity and inclusion lens to operational policies, procedures etc. - Facilitates and supports implementation of project management tools to support continuous improvement. - Develops plans and manages related communication and business processes to continue transition to paperless tenancy management and electronic tenant communications. - Oversees accuracy of keystone portfolio information, York.ca, Access York and portal information. - Promotes the code of conduct, Regional values and HR policies with all staff of the section. - Responds to customer enquiries directly and/or resolves difficult or highly sensitive complaints either verbally or in writing. - Liaises, fosters and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public. - Implements customer service strategies to ensure that services provided meet Regional customer service standards. - Provides input to or prepares reports, briefing notes, presentations, statistics and analysis, for the Manager. - Participates on committees, meetings, task forces, work groups and special projects, as directed. - Manages information in accordance with legislation and corporate standards. - Performs other duties as required to meet Divisional/Branch and Departmental objectives. **QUALIFICATIONS** - Successful completion of a University Degree in Business Administration, Public Policy, Social Services or approved equivalent combination of education and experience. - Minimum three (3) years experience in subsidized housing with responsibilities for program planning, project management, policy development, implementation and evaluation and minimum one (1) year direct supervisory experience. - Demonstrated knowledge of relevant Standards, Acts and Regulations. - Staff