Title: Program Manager
Location: The Nest
Position Status: Full-time, 37.5 hours per week
Reports to: Director, Housing and Programs
Salary Grade: $61,742.62 - $75,165.47
Job Summary

The Program Manager manages and plans the day-to-day operations of Phoenix Society’s The Nest housing program and is accountable for:

• Program management

• Facilities management of The Nest housing site
• Financial management of approved program budgets
• Human resource management
• Case management
• Community relations, and
• Quality assurance

The Program Manager is responsible for hiring, mentoring, evaluating performance, and disciplining the following reports:

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Shift Supervisor

• Mental Health Worker
• Case Manager
• Program Assistant

Organizational Status

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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 addiction, mental health, housing, education, criminal justice involvement and/or employment.

Work Performed
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Program Management*

• Takes a lead role in ensuring that the operations of The Nest 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 Community Care Facility Licensing and the Ministry of Health Services – Mental Health and Substance Use Services and the Phoenix Society’s policies, procedures, and organizational mandate.
• Formulates or recommends changes to policy and procedures as needed in coordination with the Senior Management Team for the operation of the Phoenix Supportive Housing Programs.
• Monitors the ongoing development, maintenance and evaluation of an effective application screening and assessment process associated with admissions.
• Develops 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 counseling and ongoing support, advocacy, and referrals to residents.
• Identifies, monitors, and responds 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 suicide, and mental health issues, depression, 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 inspections and reporting.
• Performs other duties as required.

Facilities Management

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Promotes and maintains a welcoming environment, welcoming 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.
• Oversees administration and allocation of keys and security swipe cards and other building security and fire safety procedures for residents in cooperation with site staff.
• Oversees an effective risk management and risk reduction program at The Nest.
• 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 rent roll and balance sheet records, outcome, and follow-up reporting, and required management information reports.
• Manages collection of rents for and follows up on arrears to ensure residents arrears payments are collected within 20 days.
• Participates in contract development and fundraising activities.

Human Resources Management

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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 issues, 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.
• Establishes a positive, healthy, and safe work environment in accordance with all relevant legislation and regulations.
• Recruits, interviews, and selects staff having the 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 of People and Culture and the Director, Housing and Programs.
• Compiles all documentation for payroll required by Phoenix Administration.
• Performs other duties as required.

Coaching

• Coaches staff as appropriate to improve performance, increase job satisfaction, and achieve career development.
• Assists staff in understanding how they operate both physically and psychologically as related to the overall organizational mandate.
• Motivates and coaches’ staff to achieve established goals that meet and/or exceed program and organizational needs.
• Projects a results-driven, personable, and creative demeanor.

Program Evaluation

• Manages program evaluation activities utilizing the client information database and compiles monthly and annual outcome reporting as required by the Society and by funders.
• Conducts resident satisfaction surveys in addition to those provided by funders and reports monthly findings to the Director of Programs.
• Resolves identified problems and moves toward defined objectives.

Community Relations

• Leads and directs staff in developing positive collaborative relationships with partners in the buildings (e.g., Fraser Health) 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 (e.g., BC Housing, Fraser Health, BC Corrections Branch, etc.), human service and health service agencies, government, media, neighbours and the general public.
• Maintains a thorough knowledge of social, economic, recreational, and educational resources in the community.
• Fosters teamwork within the Phoenix Society and with internal/external partners and stakeholders. Takes action required to foster teamwork and resolves problems that may arise.

Quality Assurance

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Ensures that the Society’s housing programs operate in compliance with Phoenix Society Policy and Procedures and all relevant health and safety legislation.

• 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.
• Oversees an effective occupational health and safety program in compliance with Workers’ Compensation requirements, Fraser Health Authority infection control policies, Community Care Facilities Licensing, and other applicable legislation.
• 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 weekends and holidays.

Case Management

• Leads and supervises an integrated case management services process that creates with the resident’s active participation, coordinated individualized service plans to assist participants in successfully achieving their goals in the areas of housing, employment, income, and quality of life.
• Ensures that the following principles of integrated case management are operationalized by staff: client centered service, holistic approach, continuity of service taking into consideration planning for transitions, builds on strengths rather than emphasizing deficits, employs active advocacy, recognizes diversity, and emphasizes collaboration, mutual respect, participation, accountability of the integrated case management team in individual service planning.
• This position carries a case load (of residents who may be considered complex) in addition to its

Client Support

• Role Modeling - Acts as a positive role model for residents. Teaches clients effective 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 - residents’ behavior and activities.
• 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.
• Performs other duties as may be required.

Qualifications

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Academic: Position requires a university degree. Preference given to those with a degree in a relevant discipline, e.g., social services, business management etcetera. 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.
• Satisfactory completion of Employee Immunization Record form is required.
• First aid certification with CPR is required.
• Valid driver’s license is required.

Skills & Knowledge

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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

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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

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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

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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

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Effectively works with their colleagues to ensure organizational success

• Champions positive working relationships with staff and external stakeholders
• Supports an environment of openness, and champions teamwork and communication across programs
• Leverages the expertise and experience of others for organizational success

Vaccination Requirement
Effective October 26 2021, all new hires at the Phoenix Society require full COVID 19 vaccinations (have a series of a World Health Organization-approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Individual medical exemptions must be approved by the Provincial Health Officer.
What we offer

• 100% employer paid benefits
• Disability and Life insurance
• Employee Assistance Program
• 100% Employer Paid Extended health care (Dental, Vision, paramedical)
• Flexible schedule
• Matching RRSP contribution
• Six sick and six personal leave days a year
• Education and Training allowance
• Bring your dog to work

Commitment to Equity, Diversity & Inclusion:
Phoenix Society is an Equal Opportunity Employer and welcomes all applicants to apply and does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
CLOSING DETAILS
Application Process: Please apply with a cover letter and resume on this site.
Application Deadline: The position will be filled as soon as a suitable candidate is identified.

Job Type: Full-time

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