Program Manager, Coordinated Entry

Coordinated Entry Program

Start Date - Immediate

About SORCe

The Safe Communities Opportunity and Resource Centre, or SORCe, is multi-agency collaborative that connects people experiencing or at risk homelessness and/or those with complex barriers such as mental or physical vulnerabilities, or socio-economic need, to programs and services that can help to address their needs. As a partner in the SORCe collaborative, Distress Centre Calgary operates the CAA Housing Strategist program, 211 Information & Referrals program, and Financial Empowerment program at SORCe. In addition, Distress Centre Calgary coordinates the SORCe Client Engagement Specialist role.

About Distress Centre Calgary

For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

About the Programs

Distress Centre Calgary (DCC) delivers the Coordinated Entry Program (CEP) primarily at the SORCe (Safe Communities Opportunity & Resource Centre) downtown and a satellite team at the Journey Church Day Space in Royal Oak. These programs work collaboratively to support individuals and families experiencing or at risk of homelessness through assessment, referral, and connection to essential services and housing supports.

SORCe is a multi-agency hub where DCC staff provide system navigation, intake and triage, housing assessments (CAA), financial empowerment, and justice navigation services in partnership with other organizations. The goal is to reduce barriers and create pathways toward stability, housing, and wellness.

The Journey Church Day Space offers a welcoming, partnership-based environment where individuals can meet immediate needs such as food, rest, hygiene, and community connection. CEP staff at this site provide intake, assessment, and referral services that help participants access housing and broader system supports.

Together, these programs ensure that individuals receive both immediate relief and coordinated, person-centred support across Calgary’s homeless-serving system.

Job Objective

The Program Manager, Coordinated Entry provides strategic and operational leadership across a portfolio of programs within Distress Centre Calgary’s Coordinated Entry umbrella. Working as part of a collaborative management team of three Managers, each ensures programs, partnerships, and people are supported with equal care and alignment.

Each Manager leads a defined portfolio while jointly advancing integration, collaboration, and continuous improvement across the Coordinated Entry system.

This role ensures services are person-centred, trauma-informed, and data-driven, strengthening operational excellence, partnership coordination, and community impact.

Primary Duties

This is not an exhaustive list of duties, but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.

Program Oversight & Integration

• Oversee delivery, quality, and integration of assigned areas, ensuring alignment across service areas.
• Provide day-to-day operational leadership and accountability for service outcomes and staff coordination.
• Use data and feedback to guide decisions, identify gaps, and drive continuous improvement.
• Support implementation of new initiatives and pilots within the Coordinated Entry system.
• Prepare outcome-focused reports for funders, partners, and organizational leadership.

Partnerships & Collaborative Leadership

• Maintain strong, trust-based relationships with all internal and external community partners and interest holders.
• Provide on-site leadership and coordination alongside partner staff to ensure cohesive, integrated service delivery.
• Support collaboration beyond co-location through shared planning, joint problem-solving, and cross-agency initiatives.
• Manage MOUs, partnership frameworks, and evaluations to ensure clarity and shared accountability.
• Represent Distress Centre and the Coordinated Entry Program on committees, working groups, and community tables.

Innovation & Strategy

• Identify emerging needs, trends, and opportunities to strengthen Coordinated Entry’s role in the system.
• Lead or support new program design, expansion efforts, and funding proposals.
• Contribute to strategic planning, data-driven evaluation, and system improvement efforts.

People Leadership

• Supervise and coach staff, fostering a culture of learning, inclusion, and accountability.
• Promote team wellness and resilience through trauma-informed leadership.
• Co-lead shared team development initiatives to ensure alignment across portfolios and partners.

Operational & Crisis Response Leadership

• Provide visible, responsive leadership during complex or high-intensity situations, ensuring safety and service continuity.
• Support operational excellence through clear communication, coordination, and process improvement
• Lead or contribute to organizational and sector-wide emergency or extreme weather response efforts.

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The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.

Hours of work and conditions

• General work hours are business hours Monday-Friday, however some flexibility in working evenings and weekends to meet the needs of the program.
• Some offsite work expected
• Reports to the Distress Centre Senior Director, Strategy & Programs.

What you bring to the role:

Qualifications/Experience

• Degree in Human Services or equivalent education/experience.
• 5+ years of team leadership, including supervision, coaching, and staff development.
• 3+ years in program coordination or management within social services.
• Proven leadership in services addressing homelessness, mental health, or substance use.
• Knowledge of program evaluation and outcome-based reporting.
• Experience with grant applications and funding development.
• Understanding of coordinated care systems and participant data tools (e.g., HMIS).
• Awareness of Indigenous cultures and commitment to culturally responsive programming.
• Valid Alberta driver’s license and access to a vehicle, and $2M liability insurance coverage.

Skills/Abilities:

• Strategic leadership and decision-making in dynamic environments.
• Strong interpersonal, communication, and relationship-building skills.
• Skilled in project management, prioritization, and navigating ambiguity.
• Analytical and organizational strengths; balance detail with big-picture thinking.
• Commitment to trauma-informed, person-centred, and equity-based practice.
• Proficiency in Microsoft Office and data management systems.

Core Competencies:

Client/Service Centred Work – you make clients the ultimate focus of our agency, team, and individual choices and actions.

Partnerships, Relationships, & Teamwork – you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.

Growth Mindset/Learning – you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. You apply your newly gained knowledge in your jobs and share these skills with others.

Communication – you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.

Diversity, Equity & Inclusion – we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.

Change Management – you maintain your team and personal effectiveness when being impacted by changes within the organization.

Self-Management – you take responsibility for yourself and your actions.

Competencies for positions identified as Manager/People Leader also include the following competencies:

• Strategy & Vision
• Coaching Style Leadership
• Building Trust
• Decision Making, Planning & Performance
• Innovation

What Distress Centre has to offer:

• Opportunity to work for an organization that’s making a difference in our community
• An excellent working environment with supportive colleagues
• Opportunities for learning, mentorship and growth
• Paid development days and a staff development fund
• Great benefits package starting immediately
• Vacation time starting at 3 weeks