Title: Manager, TH

Location: Rising Sun

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

Reports to: Senior Program Manager

Level: 6

Salary Grade: $ 66,300 - $ 80,301.00

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Job Summary The Manager, oversees and plans the day-to-day operations of the Phoenix Society's programs housed in Transitional Housing (TH) locations. The position is responsible for: program management; financial management of approved program budgets; assessing and managing program occupancy, staff supervision ensuring effective case management; community and funder relations, and quality assurance. The manager works collaboratively with the facilities team to ensure a quality service delivery environment. Transitional Housing is located on shared campuses, and the manager is responsible for collaborating with other program leadership.

Organizational Status

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

WORK PERFORMED

Program Management

• Takes a lead in ensuring that the operations of programs achieve a consistent high quality of services that meet and exceed requirements and expectations of the Operating Agreement, Society's policies, procedures, and organizational mandate, and supports consistent compliance with Accreditation standards.
• Responsible for coordinating with internal stakeholders to ensure collaboration at a multi-program site.
• Formulate or recommend changes to policy and procedures as needed in coordination with Leadership and practice and standards staff
• Monitor the ongoing development, maintenance and evaluation of an effective application screening and assessment process associated with admissions in all TH programs.
• Supervise and ensure suite inspections, at intake, end of program and at regular intervals during program participation. Incoming and outgoing inspections and reporting.
• Promote positive resident involvement in programming including education, employment, leisure and recreation programs
• Develop tools and systems to educate staff and service users on policies and procedures and advance a sense of responsibility in common areas and good neighbor relationships with others
• Ensure all staff and volunteers are well-trained and equipped to meet the challenges of their positions in compliance with health directives and WorkSafe BC regulations
• Guide staff in effectively resolving difficult resident issues and disputes including preparation for and involvement in conflict resolution
• Meet regularly with staff teams to swiftly identify emerging issues and respond to the identified needs of clients and staff
• Manage complex residency issues and provide guidance and supervision to staff; oversee interaction with residents regarding complaints, violations, applications for housing, transfers requests to other programs, etc.
• Lead on assessing and responding to critical issues such as mental wellness challenges including relapse, self-harm and suicidal ideation
• Remains flexible around hours of work as program needs dictate.
• Participates on the ‘Manager On-Call’ rotation.
• Perform other duties as required

Facilities Management

• 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 reception, security, maintenance, mail, archiving, cleaning, waste disposal and recycling, ensuring that the buildings meet all health and safety requirements.
• Responds to, and when needed, manages crisis or emergency situations including utilities and communication interruptions, fire, floods, break and enters, earthquake, etc.
• Liaise with respective staff to prepare keys, security fobs and input data into intercom security system; liaise with staff and IT for troubleshooting when system down.
• Oversee an effective occupational health and safety program In compliance with Workers' Compensation Act requirements, Fraser Health Authority infection control policies, Community Care Facilities Licensing and other applicable legislation
• Maintain up to date knowledge of fire safety regulations and other emergency policies

Financial Management

• Assist in the preparation of budgets
• Coordinate with the Facilities Manager for contracted maintenance activities
• Maintain monthly and annual rent roll and balance sheet records, outcome and follow-up reporting, and required management information reports. Collaborate with Director or designate on rent roll where needed
• Manage collection of rents; follow up to ensure residents arrears payments are collected within 20 days
• Participate in contract development and fund-raising activities

Community Relations

• Fosters teamwork within Phoenix Society and with internal/external partners and stakeholders.
• Promote effective liaison activities with the community in a professional manner and promote/encourage community involvement in the program
• Represent the Society in the community through effective interaction with all stakeholders including those from human service and health service agencies
• Maintain a thorough knowledge of social, economic, recreational and educational resources in the community

Case Management

• 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.
• Authorize notices for program completion in cooperation with appropriate resources when needed
• Identify, monitor, and respond to problematic behaviors to ensure safety and a comfortable environment for persons accessing services
• Ensures effective case management is provided to all program participants. The manager is responsible to conduct file audits, supervision and guidance to the case managers.

Human Resources

• Process all documentation required for Payroll.
• Recruits, interviews, and selects staff in consultation with Human Resources.
• Provide positive leadership to all program staff and volunteers, encouraging a team approach, professional attitude and respectful, supportive working relationships
• Oversee the work of program staff including supervision, evaluation, training, and team building
• Train and orient new program staff and volunteers; and provide ongoing training and education for ongoing quality improvement.
• Provide a performance review process for all staff.
• Collaborate with HR on coaching and disciplinary processes.
• Coaches staff as appropriate to improve performance, increase job satisfaction, and achieve career development.
• 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 funders.
• Conducts resident satisfaction surveys in addition to those provided by funders and reports monthly findings to the Director of Programs.
• Actions learnings from program evaluation for ongoing quality improvement and service delivery development.

Qualifications

• Bachelor's degree (e.g. social services, business management), or a related field
• 5 to 7 years of progressively responsible and effective leadership and management of programs, transitional and supported housing facilities and working 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 Occupational First Aid 1 and Current CPR certificate
• Current BC Driving License- Class 5

Skills & Knowledge

• Know ledge of the housing continuum (including market, subsidized, and supported systems) and program models for special needs populations
• Knowledge of practices for populations with complex needs related to mental wellness, substance use, and homelessness
• Experience in working with marginalized people affected by problematic substance use, homelessness, emotional and mental health issues, unemployment, lack of education and involvement with the criminal justice system
• Experienced In providing a person centered, community minded supportive environment Experienced in case management processes and procedures
• Experience in orientation and training of new employees, volunteers and practicum students, supervision, coaching and evaluation of staff
• Proficient in MS Windows, Word, Excel, Outlook and Internet, experienced in records, report s, statistics and database management
• Experienced in continuous quality improvement systems and processes
• High level of integrity and dependability with a strong sense of urgency and results-orientation Strong problem solving, analytical, and creative skills with the ability to exercise sound judgement and make decisions based on accurate and timely analyses
• Strong interpersonal skills and ability to communicate effectively in writing and verbally in English
• Demonstrated commitment to the social sector with a passion for the organization's mission is essential

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 result s 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 clear!y 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 stakeholders
• Supports an environment of openness, and champions teamwork and communication across programs
• Leverages the expertise and experience of others for organizational success

People Leadership

• Takes responsibility for the success of the organization' Inspires, motivates and influences others In the organization
• Acts as an ambassador of the organization, promoting the values and mission
• Demonstrates pride and enthusiasm to the team and promotes cooperation, fairness and equity

People Management

• Displays interest, concern and respect for their staff and their staff's development
• Establishes clear roles, responsibilities, priorities and performance targets for staff Motivates, develops and retains a talented, high-performing team
• Gives recognition and acknowledgement to staff for their achievements

Task Leadership

• Able to translate the strategic goals and priorities of the organization into an achievable and measurable operational plan for their unit
• Makes clear, consistent, transparent and timely decisions
• Displays effectiveness, assertiveness and persistence in the pursuit of program goals
• Able to identify gaps in knowledge or capacity and seek the appropriate support and/or resources

Task Management

• Strives for high-quality performance and takes initiative to seek improvement in outputs and efficiencies
• Delegates appropriately to fully utilize their staff to accomplish program goals Creates a sense of accountability for results
• Oversees and manages the organization's resources, including ensuring sound financial management