Surrey ICM

Position SummaryThe Housing First ICM Program Manager oversees the daily operations and development of operations, leading an inclusive, collaborative, learning-oriented team that is collectively committed to the program model, values and the best possible service for the program participant. Reporting to Senior Manager and Program Director, the ICM Program Manager develops, implements, monitors, and evaluates the program, in alignment with RainCity principles, policies and practices. They are responsible for hiring, dismissal, discipine, development, and performance evaluation of ICM staff. 
The Housing First ICM Program Manager plays a lead role in the program implementation informed by RainCity principles, policies and organization-wide procedures, as well as the program framework; and is responsible for continuous improvement. The ICM Program Manager promotes the interests of the program participant population and the program in the community and ensures the program is appropriately integrated with other systems of care. 
The Housing First ICM Program Manager is part of the RainCity excluded management team and works closely with ICM staff, Program Managers, Building/Facility Operations, designated Human Resources Business Partner and Administrative staff.
COMPETITION #:  Job APPLY BY:  Midnight, January 20, 2026POSITION TITLE: Program ManagerPROGRAM: Surrey ICMPOSITION TYPE: Full-time, 1.0 FTE, 80 bi-weekly hours, with 30-minute unpaid break. EMPLOYEE GROUP: ExcludedSALARY: $82,596.80 annually ($39.71 hourly)TERM: Temporary until January 15, 2027, or return of incumbent. START DATE: As soon as possibleSCHEDULE:   General hours are Monday – Friday: 8:30AM – 5:00PM. Participation in the After-Hours On-Call rotation becomes mandatory condition of this position. This includes evening, overnight, weekend, and holiday coverage as scheduled. The standard requirement is participation in on-call rotation three (3) to four (4) times per calendar year, or as otherwise assigned based on operational needs. Flexibility in work hours is required to support this responsibility. Job requires employee to have a valid class 5 driver's license (learners and new drivers licenses are not sufficient) with a clear abstract to be able to drive for outreach visits using your own vehicle. You will be reimbursed with the difference between business and casual use insurance. 
*A clear British Columbia Vulnerable Sector Criminal Record Check for working with vulnerable adults and/or children is a condition of employment with RainCity Housing. Applicants must be willing and able to receive a clearance under the Criminal Record Review Act.  
Program Summary:Surrey Intensive Case Management (ICM) plays a vital role in the continuum of services and supports for people with serious mental health concerns and substance use in BC. The ICM Team assists program participant by helping them to identify and achieve personalized wellness goals and by assisting in the coordination of support services (e.g. mental health, criminal justice, family, and addictions services). 
The ICM team also assists in the procurement of housing opportunities for program participants using a 'housing first' scattered site approach. Program participants are offered access to rent supplements (when and if available through government initiatives), so they have the opportunity to live in the same kinds of independent apartments that are typically available to people without mental health concerns, and the rent supplements are provided without requiring participation in psychiatric or substance use treatment. Self-determination and choice are at the centre of all considerations with respect to the provision of housing and support services.
QUALIFICATIONS

An undergraduate degree in healthcare, health services administration or a related field 
Minimum of 1 year leadership experience and 2 years experience in programs that deliver direct service to individuals living with mental health concerns, substance use and/or homelessness 
Current First Aid and CPR certification
A clear vulnerable sector criminal reference check
Class 5 driver's license
Knowledge of/experience in:- Practices for populations with complex needs related to mental health concerns, substance use, and homelessness- Mental health diagnoses, medications, treatments, support resources, and strengths-based recovery model- Related physical health issues (e.g. HIV and Hepatitis C), including diagnoses, treatment, and support resources- Evidence based models for substance use, including harm reduction model- Housing continuum, including market, subsidized and supported systems, as well as program models for special needs population.Strengths-based recovery best-practice for people with mental health concernsUnderstanding of oppression and marginalization, specifically related to people living with mental health and/or substance use concern.- B.C. health care and social services system 

COMPETENCIESStrategic Thinking

Makes strategic planning decisions to formulate and achieve program objectives
Translates policy and principles into program structures and rhythms that ensure alignment of daily practices 
Ability to continually analyze and evaluate program practice and outcomes to create continuous improvements
Problem Solving/Judgement
Exercises strong problem solving and conflict resolution skills
Works with senior leadership to develop solutions to complex issues
Strong decision maker with good judgement; proven ability to make, and be accountable for, tough decisions
Exercises sound, expert, independent judgement within policy guidelines 
Ability to multi-task and prioritise; can work within an ambiguous, fast-moving environment
Leadership
Creates connections, trust and shared meaning with diverse individuals and groups 
Inspires others by identifying, establishing and communicating clear and meaningful expectations and outcomes
Models core qualities such as honesty, integrity, resilience, and confidence
Focuses on stakeholder needs; ability to anticipate, understand, and respond to the needs of internal and external stakeholders to meet or exceed their expectations within the organizational parameters
Demonstrates leadership using positive reinforcement, strengths-based feedback and coaching to direct team members, stakeholders and partners
Strong leadership skills with the ability to facilitate collaboration, cooperation and coalitions among diverse groups, aimed at improving programs, services and goals
Self aware; understands personal assumptions, values, principles, strengths and limitations
Understands the need for ongoing personal and professional development; actively seeks opportunities for personal learning, character building and growth
Takes responsibility for personal actions, performance and health
Communication
Excellent interpersonal and communications skills; able to translate the organisation's strategic vision into common language
Influences and builds commitment to RainCity policies and strategic goals; ensures a cohesive and collaborative program participant service team
Presents proposals, recommendations, and reports clearly, logically, persuasively and comprehensively
Champions positive working relationships with internal and external stakeholders to achieve the goals of the organization
Listens well and encourages open exchange of information and ideas using appropriate communication media
Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations

Financial Acumen

Understands budgeting processes and able to effectively track program costs
Able to track and manage payroll costs
Able to manage, oversee and coordinate rent subsidy programs and other financial reporting to RCH internal finance team and external funding agencies

Required Skills, Abilities & KnowledgeOPERATIONAL

Manages the day-to-day operations, leading an inclusive, collaborative, learning-oriented team that is collectively committed to the program model, values and the best possible service for the program participant. 
In collaboration with the Senior Manager and/or Program Director, Assistant Manager leads the implementation and evaluation of program strategic plans, goals and objectives; supports the alignment of the program with organizational strategic direction. 
Champions the Housing First and ICM models within the ICM team, RainCity Housing and the wider community via presentations, media work and active communication. 
Establishes and maintains effective working relationships with all levels of RainCity's management, employees, employee organizations and their representatives, other government officials, excluded staff, program participants and the public. 
Implements and maintains ICM program models, policies, practices and services, ensuring consistency with all certification and regulatory standards. 
Implements and evaluates work standards in accordance with all applicable federal, provincial and local standards, guidelines and regulations including facility policies and procedures. 
Works with internal and external service providers to ensure the program is relevant, coordinated and integrated with larger continuums of care. 
In collaboration with the team, manages the admission, assessment, and comprehensive on-going treatment and support services for each program participant: 
Schedules the admission interview; 
Identifies, follows up and ensures the resolution of risk management issues. 
Manages the Team's electronic and written record-keeping activities, e.g. databases, on-call logs, incident reports, progress notes and program participant charts. 
Manages documentation of program participants observations and interventions; maintains complete and accurate health records. 
Prepares and provides reports, as necessary, e.g. internal reports to senior leadership and external reports to funders and government authorities. 
Responsible for maintaining program monthly budget including travel and program participant support expenses and purchases of necessary equipment and supplies. 
Performs other related duties as assigned.

DIRECT SERVICE

Establishes a dignifying and purposeful relationship with the program participant, contacting and getting to know the program participant as a unique individual 
Collaborates with program participants and the ICM team in the development and maintenance of a comprehensive strengths-based service plan that is reviewed and modified on a regular basis; ensures that the program participants self-identified goals are supported by the ICM team and other relevant services.  
Coordinates and monitors referrals to community services and advocates for program participant rights re: dignity, access, self-determination, privacy, access to information; initiates and/or participates in case conferences that include the program participant, family, other informal supports and service providers, to ensure coordination of care and resolution of emergent issues 
Provides support for crisis intervention and prevention by identifying potential crises and implementing preventative plans, responding to crises as they arise (mental health, physical health, non-violent crisis intervention, housing), reporting all crises to the Senior Manager/Program Director, and using critical incident forms as required 
Actively participates in building a skilled, cohesive, collaborative staff team, by methods such as demonstrating commitment to program values and principles, resolving conflict and negativity as they arise, assisting in orientation, training and mentoring of all staff, including casuals 
As a leader of the ICM Team, engages in on-going program planning, development, evaluation and quality improvement activities, team goal setting, problem solving, conflict resolution and collaboration by methods such as attending meetings and reviewing team policies, procedures, and communications systems 

HUMAN RESOURCE MANAGEMENT

Hires and supervises ICM staff team; responsible for evaluation, professional development, discipline and dismissal 
Manages scheduling as required; ensures all shifts are appropriately staffed and aligned with existing funding; monitors staff attendance 
Works with the Human Resources team to ensure human resource and labour relations processes are followed in a timely manner at selecting staff, managing staff performance, managing benefits and managing the employment history of staff 
In conjunction with HR and the Senior Manager and Program Director, ensures the workplace meets all health and safety guidelines and regulations by establishing occupational health and safety programs at each work site 
Oversees the maintenance and submission of program payroll information to the Payroll department 

Working Conditions

Community based outreach, including in-home support
Frequent travel to program sites and out-of-office meetings within the Lower Mainland Area, with some travel outside of this area

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