Program Manager, Supportive Housing

Title : Program Manager, Supportive
Housing

Location: Surrey  (Confidential)

Position Status:  Full-time, 37.5 hours per week.

Reports to: Director, Housing and Programs.

Supervision of:   Supported Housing

Coordinator, TH

Case Managers, TH

Program
Assistants, TH

Level:
Compensation: $ 66,300 - $ 80,301.00

Job Summary:

Reporting
to the Director, Housing and Programs, the Program Manager, is a key member of
the management team with primary responsibility for overseeing the program,
facilities management of the Supported housing site (location:
Confidential), financial
management of approved program budgets and quality assurance. 

The Program Manager is responsible for hiring, orientation,
training, and mentoring, evaluating performance, and disciplining the Program
Supervisor, Case Manager, Program Assistants, Peer Support Workers and the Kitchen
staff.

The Program Manager will ensure safe and effective
program operations in compliance with funder, regulatory, and accreditation
standards, promoting the best interests of persons served and employees.

Organizational Status:

The Phoenix Society is a multi-service agency
located in the Lower Mainland of British Columbia dedicated to providing
accessible services and opportunities to people who face barriers related to
substance use, mental health, housing, education, criminal justice involvement
and/or employment.

Program Management:

·       Takes
the lead role in ensuring that the operations of the Supported Housing program
achieve a consistent high quality of services, programing, accountability,
security, and infrastructure that meets and exceeds requirements and
expectations of the Operating Agreement with BC Housing and the Phoenix's
policies, procedures, and organizational mandate .

·       Monitors
the ongoing development, maintenance and evaluation of an effective admissions
process including application screening, assessment process and interviewing.

·       Promote
a positive and welcoming housing community by developing tools and systems to
educate residents on and promote adherence to policies and procedures; and
advances a sense of responsibility and ownership in residents for their role in
maintaining their homes and common areas and good neighbor relationships with
others.

·       May
facilitate groups and/or meetings with residents in the program.

·       Provides
non-judgmental crisis support, advocacy, and referrals to residents and liaises
with Practice and Standards during crisis investigations.

·       Assists
HR with auditing/maintaining required staff training certificates and
performance reviews.

·       Identifies,
monitors, and supports staff to respond to problematic behaviours to ensure
safety and a comfortable environment for residents.

·       Manages
complex residency issues and provides guidance and supervision to staff working
with residents involved. Oversees interaction with residents regarding
complaints, violations, applications for housing, transfers requests to other
programs, etc. Guides staff in effectively resolving difficult resident issues
and disputes including preparation for and involvement in conflict resolution.

·       Leads
on assessing and responding to critical issues such as suicidal ideation,
mental health issues, depression, hoarding etc.

·       Authorizes
notices to end residency.

·       Promotes
positive resident involvement in integrated services programming including
education, employment, non-formal education, leisure, and recreation programs.

·       Supervises
incoming and outgoing suite inspections and reporting.

·       Performs
other duties as required.

Facilities Management:

·       Promotes
and maintains a welcoming environment for residents, guests and staff to our
facilities.

·       In
cooperation with the Facilities Manager, directs and plans essential services
such as security, maintenance, archiving, cleaning, waste disposal and
recycling ensuring that the buildings meet all health and safety requirements.

·       In
cooperation with Food Services, ensures kitchen is in good operation and
kitchen health authority operating permits remain up to date.

·       Oversees
administration and allocation of keys and security swipe cards and other
building security and fire safety procedures for residents in cooperation with
staff.

·       Oversees
an effective risk management and risk reduction program.

·       Responds
to, and when needed, manages crisis or emergency situations including utilities
and communication interruptions, fire, floods, break and enters, earthquake,
etc.

Financial Management:

·       Assists
in preparation of budgets and work scopes in coordination with the Facilities
Manager for contracted maintenance activities.

· Maintains
monthly and annual program fee roll and balance sheet records, outcome, and
follow-up reporting, and required management information reports.

·       Manages
collection of program fees and follows up on arrears to ensure residents
arrears payments are collected within 20 days.

·       Participates
in contract development and fundraising activities.

·       Oversees
program spending to ensure compliance with budget and best use of funds to the
benefit of program participants.

Human Resources Management:

·       Leads
and directs all staff (including volunteers and practicum students) in
achieving consistent high quality integrated services programing,
accountability, and infrastructure.

·       Promotes
a workplace culture that motivates and inspires residents affected by social
marginalization due to problematic substance use, homelessness, emotional and
mental health challenges, unemployment, lack of education and involvement with
the criminal justice system to achieve stability and success in the areas of
housing, income, employment, and quality of life.

·       Establish
a positive, healthy, and safe work environment in accordance with all relevant
legislation and regulations.

·       Recruits,
interviews, and hire staff having technical and personal abilities to help
further the organization's mission.

·       Ensures
that all staff receives an orientation to the organization and to the housing
program and that appropriate training is provided to ensure required
performance of their duties.

·       Manages
a performance review process for all staff which includes annual performance
review and planning for staff development and monitoring on an on-going basis.

·       Disciplines
staff when necessary, using appropriate techniques; consults on releasing staff
with the Director, HR and the Director, Housing and Programs.

·       Projects
a results-driven, personable, and creative demeanor by motivating and coaching
staff to achieve established goals that meet and/or exceed program and
organizational needs.

·       Compiles
all documentation for payroll required by Phoenix Administration.

·       Performs
other duties as required.

Community Relations:

·       Leads
and directs staff in developing positive collaborative relationships with
partners in the buildings (e.g., Health authority etc.) and external
stakeholders.

·       Effectively
promotes the Society's housing programs and the organization's integrated
services.

·       Promotes
effective liaison activities with the community in a professional manner and
promotes/encourages community involvement in the program.

·       Represents
the Society in the community through effective interaction with all
stakeholders including BC Housing, neighbours and the general public and by
participating in sector tables..

·       Maintains
a thorough knowledge of social, economic, recreational, and educational
resources in the community.

·       Fosters
teamwork within Phoenix and with internal/external partners and stakeholders.
Takes action required to foster teamwork and resolves problems that may arise.

Quality Assurance:

·       Manages
program evaluation activities utilizing the client information database and
compiles monthly and annual outcome reporting as required by the Society and
funders.

·       Conducts
resident satisfaction surveys in addition to those provided by funders and
reports monthly findings to the Director, Housing and Programs

·       Assists
in evaluating and monitoring the operations of the Society's housing programs
including monitoring quality control of the buildings and accommodation to
ensure that the highest standards are maintained and submits monthly reports to
the Director, Housing and Programs.

·       Formulates
or recommends changes to policy and procedures as needed in coordination with
the Senior Management Team for the operation of Phoenix Supportive Housing
programs.

·       Oversees
an effective Occupational Health and Safety (OHS) program in compliance with
WorkSafe BC requirements and other applicable legislation. Holds monthly OHS
site meetings, takes meeting minutes and follows up on identified areas needing
attention.

·       Maintains
up to date knowledge of fire safety regulations and other emergency policies
and procedures and scheduling and coordination of safety drills with building
stakeholders.

·       Organizes
and assembles monthly administrative reports for Senior Management Team.

·       Leads
on maintaining high standards of work quality.

·       Participates
in Society's strategic planning.

·       Participates
in the rotation as 'On Call' during evenings, weekends and holidays.

Client Support:

·       Role
Modeling – Ensure staff act as a positive role model for residents. Oversees
staff as they support clients witheffective social and interpersonal skills
through tasks of appropriate daily living and social activities.

·       Environmental
Support - Creates and maintains a therapeutic environment following therapeutic
community principles which encourage awareness of inter-dependence of community
members, and the value of responsible concern for self and others.

·       Monitoring
– Supervises resident behavior and activities, ensure regular check ins and resident/community
meetings are conducted, seeks resident feedback and builds relationships.

·       Advocacy
- Acts as an advocate for residents during their stay and maintains contact
with residents after discharge, if possible, to provide for follow-up
reporting.

·       Ensure
regular check ins and community meetings are conducted with residents seeking
feedback and relationship building.

·       Performs
other duties as may be required.

Qualifications:

·       Position
requires a university degree. Preference given to those with a degree in a
relevant discipline, e.g., social services, business management, etc.
Equivalent experience and education accepted.

·       A
minimum of five years of progressively responsible and effective leadership and
management of and supported housing facilities with marginalized populations,
substance use services, mental health, corrections, etc., or equivalent.

·       Satisfactory
completion of a criminal records check with vulnerable sector screening is
required.

·       Satisfactory
completion of Tuberculosis Screening form is required.

·       Standard
First Aid - with CPR-C-AED certification are required.

·       Report
immunization status regarding the Covid 19 Vaccine.

Skills & Knowledge:

·       Excellent
knowledge of the issues pertaining to recovery, substance use, concurrent
disorders, homelessness, and addictions counselling.

·       Professional
business or administrative experience in the addictions, medical or social
services area with experience in effectively responding to critical issues such
as suicide, and mental health issues, depression, etc.

·       Client
centered: experienced in providing a person centered, community minded
supportive environment.

·       Case
Management: experienced in case management processes and procedures.

·       Supervisory
Skills: training and experience in orientation and training of new employees,
volunteers and practicum students, supervision, coaching and evaluation of
staff.

·       Recording
and Reporting: trained and experienced in records, reports, statistics, and
database management.

·       Operational
Systems: experienced in creating, evaluating, and improving systems of
operation.

·       Quality
Assurance and Quality Improvement: experienced in continuous quality
improvement systems and processes.

·       Computer:
proficient in MS Windows, Word, Excel, Email, and Internet, experienced in
database management.

 Competencies:

Approach to Work

×       
Demonstrates initiative, flexibility,
adaptability and resourcefulness

×       
Actively seeks and incorporates feedback to
inform continuous self-improvement

×       
Sets goals, creates and implements action plans,
monitors progress, and evaluates results

×       
Adeptly manages competing tasks and uses time
efficiently and effectively

Job Knowledge &
Quality of Work

×       
High degree of
relevant and current job knowledge and skill

×       
Consistently produces
accurate, thorough, high-quality work in a timely manner

×       
Builds and promotes a
culture of health and safety in the workplace

×       
Implements and
enforces best practices in health and safety within the workplace

Judgement & Decision-Making

×       
Models independent
thinking and creativity

×       
Demonstrates
effective problem-solving skills

×       
Makes clear,
consistent, transparent and timely decisions after contemplating various
available courses of action

×       
Exercises sound
judgment in the best interests of the organization

Communication &
Interpersonal Skills

·
Expresses themselves
clearly and professionally both verbally and in writing

·
Displays high
emotional intelligence; uses tact and diplomacy in dealing with sensitive,
complex and confidential situations

·
Has a manner, style
and presence that makes a positive impression

·
Listens to and
considers others' views

Personal Leadership

·
Models the
organization's core values of social justice, teamwork, social innovation, and
strength-based practices

·
Fosters enthusiasm,
energy and commitment

·
Takes responsibility
for personal actions, performance and health

·
Is reliable and
accountable; shows up on time ready to work

Teamwork &
Collaboration

·
Effectively works
with their colleagues to ensure organizational success

·
Champions positive
working relationships with staff and external partners

·
Supports an
environment of openness, and champions teamwork and communication across
programs

·
Leverages the
expertise and experience of others for organizational success