Program And Operations Manager

The Program and Operations Manager reporting to the Director, Attendant Services is primarily responsible for managing a team of frontline staff (Independent Living Assistants), fostering and maintaining effective relationships with Consumers, and ensuring efficient and responsive delivery of attendant care services. This position is accountable for operationalizing the day-to-day activities of a Supportive Housing program, including scheduling, updating booking sheets, renewing scopes of services, providing coaching and supervision and overall administrative tasks required to ensure efficient and effective service and program delivery. The Program Manager must possess a diploma or bachelor’s degree in a related field, previous managerial experience preferably in a unionized setting and previous experience in the community support services sector.

Staff Management:

·Ongoing assessment and determination of staffing requirements based on present and future program needs and participation in the hiring process

·Provide 1:1 coaching and support to all frontline staff on a consistent basis

·Oversee orientation and onboarding of new hires; set probationary expectations and performance standards.

·Provide leadership and coaching to employees on workplace matters such as performance management, difficult conversations, employee relations, and employee development.

·Provide informal feedback and mentoring to direct reports on an ongoing basis (i.e. regular one-on-one meetings).

·Identify areas of improvement for employees, providing additional training and support as needed.

·Administer progressive disciplinary action in accordance with established procedures.

·Evaluate employee performance and provide feedback, coaching and formal evaluations.

·In collaboration with the Management team, develop strategic performance metrics and objectives consistent with the organization’s goals

·Ensure that all employees comply with organization policies, procedures, and ethical standards.

·Address employee complaints and incidents, including conflict resolution, accidents/injury, health and safety concerns, work refusals and investigations in a timely, professional, and unbiased manner.

·Implement health and safety and Infection Prevention and Control (IPAC) regulations, policies, and protocols.

·Ensure all employees adhere to personal hygiene, health and safety procedures and guidelines.

·Ensure employees operate equipment safely, following all safe operating procedures in place.

·In communication with the Program Supervisor, ensure that all direct reports are equipped with and use the proper personal protective equipment (PPE).

·Ensure that service delivery metrics are maintained and provide coaching to direct reports to improve metrics.

·Schedule direct reports and maintain shift schedules to ensure sufficient employee coverage while maintaining allocated budget.

·Approve vacation and other time off requests. Monitor vacation schedules to ensure appropriate coverage while maintaining allotted budget.

·Compile and submit reports on a regular basis related to payroll, staffing, and other key metrics.

·Celebrate achievements of the team and direct reports; foster an atmosphere of positivity and collaboration.

·Chair, facilitate and coordinate regular team meetings to provide program updates, feedback and generate team discussions.

Consumer Management:

·Ensure Consumer services needs are consistently met.

·Respect and protect the rights of Consumers, including but not limited to their right to independence, autonomy and self-determination; their right to choose and practice individual values, beliefs, religion, and culture; their right to privacy and dignity; and their right to live free from retaliation, discrimination and abuse.

·Maintain and model appropriate personal boundaries with Consumers and refrain from involvement with Consumers’ non-service-related affairs, or other business that may constitute a conflict of interest. (I would remove this, it is implied)

·Support resolution of consumer complaints through investigations and mediations in a timely and professional manner

·Set and manage expectations with Consumers and ensure they adhere to the Organization’s policies and protocols.

·Maintain a high level of Consumer satisfaction and identify and implement process improvements through ongoing quality assurance.

·Review and renew service agreements and scope of services on a regular basis; maintain and update service bookings as required

·Address and respond to consumers complaints and incidents, including conflict resolution, accidents/injury, health and safety concerns, employee work refusals and investigations in a timely, professional and unbiased manner.

·Compile and submit reports on a regular basis related to program targets, utilization of service, and other key metrics.