Housing - General Manager

This is a full-time non-union management position scheduled to work 35 hours per week.

DUTIES

Program Development and Implementation:

• Oversee the delivery and coordination of Housing Services across the North York Housing Services Hub and the Housing-Focused Client Support Program, ensuring smooth operations, clear communications, and adherence to COSTI policies, procedures, standards, and equity objectives.
• Ensures program targets and outcomes are met; sets annual goals/KPIs; monitors caseloads, service quality, and contractual deliverables; implements continuous-improvement and evaluation strategies in collaboration with the Division Director.
• Respond promptly to City referrals, assign follow-up staff, and ensure required next steps are completed within established timelines.
• Ensures integrated delivery of housing stabilization, eviction prevention, case management, supportive counselling, crisis intervention, and referrals, upholding client-centred, trauma-informed, anti-oppressive practices.
• Sets standards for landlord mediation/negotiation and systems navigation; oversees life-skills programming (e.g., rights/responsibilities, budgeting, housekeeping) to support housing stabilization and tenancy retention.
• Establishes and maintains program/operational protocols (including escorts, home visits, and off-site services via public transit), ensuring safe practice guidelines, documentation standards, and risk management.
• Leads program promotion and community awareness efforts; represents COSTI at external forums to strengthen the profile of Housing Services.

Financial Oversight and Expenditure Approval
:

• Develops and oversees program budgets (e.g., annual allocation of approximately $1.3M); monitors and approves expenditures within COSTI financial systems, accounting practices, and funder guidelines.
• Identifies opportunities for sustainable growth and resource optimization across Housing Services.

Budgetary Compliance and Reporting:

• Ensures full adherence to government contracts and/or funding agreements and COSTI policies and procedures.
• Maintains accurate statistical, financial, and narrative reporting; oversees timely submission of monthly/quarterly reports, budget reviews, and performance appraisals.

Manages Human Resources:

• Hires, supervises, trains, and disciplines staff and students; conducts performance appraisals; assists staff in dealing with crisis situations.
• Ensures the effective utilization, training, and support of volunteers and student placements throughout Housing Services programs.
• Ensures the planning and implementation of staff development initiatives, incorporating findings from audits, client-feedback processes, and outcome evaluations.

Development of Funding Proposals:

• Leads and/or oversees grant proposals and renewals; liaises with funders on priorities, reporting requirements, and contract adherence.
• Actively identifies and pursues funding opportunities to support program sustainability and expansion

Administrative Leadership:

• Responds to emergency situations in accordance with established protocols; ensures appropriate documentation and follow-up.
• Reports risk, safety, security, and liability concerns in a timely manner; ensures compliance with legislated requirements and City Shelter Standards where applicable; maintains emergency and business continuity plans.
• Coordinates and participates in unit/department leadership meetings and other relevant committees to ensure integrated programming and resource sharing within COSTI.
• Coordinates team meetings; ensures current operational policies and procedures; oversees procurement and management of capital assets within agency policy.
• Performs other duties as required.

Record Keeping

• Ensures accurate client and service data in CIS, TGRIP, and agency databases; develops and uses dashboards and analytics to support decision-making and funder reporting.
• Maintains program files, statistical information, and evaluation data; prepares narrative and statistical service reports in accordance with agency and funder requirements.

Community and Partner Engagement:

• Participates in community networks, workshops, and internal/external committees; maintains collaborative working relationships with City Coordinated Access, funders, landlords, OW/ODSP, health and mental-health providers, and other service partners.
• Develops and implements data-tracking and reporting systems in collaboration with funders; completes funding and performance reports as required.

QUALIFICATIONS

• Post-secondary degree or equivalent
• Minimum of three (3) years' management/supervising experience within the Housing Help Sector Program or related programs.
• Has led teams that deliver eviction prevention services, housing access and stabilization supports, as well as assistance with financial support programs that include special priority, OESP, LEAP, Rent Bank, HSF, COHB and others
• Demonstrated ability to support staff providing case management to homeless or at-risk-of-homelessness marginalized clients with complex needs who live with the impact of poverty, mental illness and substance use.
• Strong mediation and client advocacy skills
• Previous experience in supportive and motivational management techniques
• Demonstrated experience delivering workshops on Residential Tenancy Act and other housing-related topics.
• Strong understanding of market rent and subsidized housing systems and policies.
• Knowledge of specific issues facing refugees and immigrants, race relations, gender, abuse survivors and mental health.
• Knowledge of settlement and housing-related services and resources, with an emphasis on the services and resources that exist within the Greater Toronto Area.
• Working knowledge of Internet, Email and Windows software e.g. Microsoft Office Suite.
• Demonstrated experience in data entry, documentation and reporting.
• Excellent communication, organization and coordination skills.
• Must be willing to work flexible hours, including evenings and weekends if needed.
• Required to provide a valid Vulnerable Sector Screening (VSS) Police check. The VSS must have been completed within the past 6 months.
• Knowledge of a second language would be an asset.
• Must be able to work onsite all 5 days/week.