Social Services Manager I

Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith
- and values-based organization, we hire and serve people of all backgrounds and walks of life
- there is a place for everyone to belong here. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Position summary: The role is a front-line management position which is focused on overseeing Social Services program(s) as well as carrying a certain caseload and/ or assisting the leadership team in managing a facility assisting clients through difficult times and promoting moving towards self-sufficiency. Accountabilities: The incumbent may perform all, some, or similar range of duties.
• Lead and oversee the daily operations of the Case Management Team, including caseload management, case conferences, weekly meetings, supervision of caseworkers, review of case notes, and escalation of complex issues to leadership when required.
• Ensure effective client case management practices, including intake and risk assessments, intervention planning, goal setting, crisis intervention, advocacy, discharge planning, referrals, and maintaining accurate, current, and funder-compliant documentation and client records.
• Develop and maintain partnerships with community agencies and service providers, coordinating housing referrals, networking, community development initiatives, and ongoing communication regarding client needs and support services.
• Monitor program quality, compliance, and reporting requirements, including database management, policy and procedure reviews, program updates, statistical reporting, funder reporting, and identifying service gaps or operational improvements.
• Provide leadership and day-to-day supervision of Frontline Workers, including scheduling, coaching, performance management, supervision meetings, annual evaluations, payroll compliance, and ensuring adherence to Employment Standards and organizational policies.
• Ensure the safe, effective, and efficient operation of the shelter, including oversight of client services, medication management processes, service restrictions, incident investigations, logbook reviews, cleanliness standards, on-call support, and Health and Safety compliance.
• Manage operational administration and quality assurance functions, including statistical tracking, monthly reporting, HIFIS compliance, employee and client file confidentiality, accreditation standards, committee participation, facility tours, and budget support.
• Support full-cycle team management and workforce development, including recruitment, onboarding, staff training, supervision documentation, identifying development needs, student placement oversight, succession planning, and maintaining relief staff resources.
• Foster a collaborative, client-centered, and respectful workplace culture, promoting teamwork, open communication, ethical practice, professionalism, confidentiality, and alignment with The Salvation Army’s mission, values, and service standards.
• Represent The Salvation Army professionally within the community, maintaining positive relationships with donors, volunteers, government agencies, community partners, and stakeholders while coordinating resources, supporting organizational programs, and carrying out additional duties as assigned. Working

conditions:
• Work within office and shelter/facility environments, carrying out responsibilities in service settings that support clients, staff, and organizational operations.
• Perform duties in challenging environments, including regular exposure to dirt, bodily fluids, bodily waste, drugs and alcohol, noise, strong odors, verbal abuse, and individuals displaying challenging behaviours.
• Maintain compliance with all health, safety, organizational, legislative, and operational policies, ensuring safe work practices are consistently followed.
• Apply infection prevention and control measures, including Universal Precautions and adherence to established procedures for managing exposure to bodily fluids, infectious diseases, and other health risks.
• Follow personal safety and security protocols, including checking intercoms and monitors before answering doors, using appropriate precautions when interacting with clients and visitors, and responding appropriately to potentially unsafe situations.
• Use proper physical and ergonomic practices, including safe lifting, twisting, reaching, and other injury-prevention techniques while performing daily duties.
• Recognize and manage workplace risks, including potential exposure to physical assaults, infectious diseases, toxic chemicals, sharp objects such as needles, and other hazardous situations.
• Support personal and workplace health initiatives, including compliance with safety procedures and recommended immunizations such as Hepatitis B, tuberculosis, and influenza vaccinations.
• Maintain a professional appearance and uphold strict confidentiality standards, ensuring all confidential client, employee, and organizational information is protected, with unauthorized disclosure subject to disciplinary action up to and including dismissal.
• Perform all duties in alignment with The Salvation Army’s Mission, Vision, Values, Code of Conduct, and professional standards, demonstrating respect, integrity, accountability, and professionalism in all interactions and responsibilities. Education and Experience

requirements:
• Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required, including Child Check (if appropriate).
• Alternative combination of education and experience may be considered.
• Completion of a formal post-secondary/college diploma program of two academic years in a related field.
• Emergency First Aid & CPR, Non-Violence Certificate, and Mental Health First Aid Certificate or willingness to complete once hired.
• Other certification required by The Salvation Army and federal/provincial legislation or willingness to complete once hired.
• A different combination of education and experience might be considered.
• three years of recent progressive related experience including supervisory/team lead experience in an applicable social service field.
• Proficient in Microsoft 365 computer programs. Skills and Capabilities:
• Maintain and promote a positive image of The Salvation Army by providing a high caliber of services and dealing with others in a courteous and professional manner.
• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.
• Strong understanding of professional boundaries when working with a vulnerable population
• Patience and ability to deescalate situations.
• Ability to coach and provide constructive feedback.
• Strong leadership skills.
• Ability to network with other community partners, building strong relationships.
• Attention to detail, problem-solving and analytical skills.
• Strong interpersonal, motivational, leadership, and organizational skills.
• Attentive listening skills for the purpose of coaching and conflict resolution.
• Demonstrates effective interpersonal and communication skills.
• Ability to develop and maintain a team environment; work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Demonstrated ability to take initiative, be reliable and operate in an environment of accountability.
• Ability to demonstrate understanding of and empathy toward cultural differences. Must be sensitive to and respectful of cultural and lifestyle diversity. Compensation: The target hiring range for this position is $52,520.00 to $65,644.80 with a maximum of $78,790.40. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.