###Description

The Program Manager is responsible for delivering individualized supports and services within an assigned caseload, which may include residential, day, outreach, respite, crisis, and urgent needs programs. This position provides leadership to Direct Support Supervisors and administrative staff, ensuring program quality, legislative compliance, optimal resource allocation, and continuous improvement aligned with Reena’s Mission, Vision, Values, and Strategic Plan.

Using a person-centred approach, the Program Manager oversees service planning, staff development, crisis management, and intake processes. The role collaborates with internal teams and external stakeholders—including families, community partners, and Ministries—to facilitate smooth transitions, secure sustained funding, and achieve high-quality outcomes. In addition, the Program Manager contributes to strategic initiatives, sector partnerships, and organizational leadership through active participation in planning, compliance, innovation, and system integration efforts.

Reena is committed to promoting diversity, equity, and inclusion in all aspects of our work. We believe that diverse perspectives are essential for addressing complex social challenges effectively. We actively engage with individuals and communities from different backgrounds and experiences to ensure our programs and initiatives are inclusive and accessible to all. By embracing diversity, we strengthen our mission and create a lasting impact on the lives of those we serve. The Program Manager will therefore, represent Reena in a manner that conveys the nature and philosophy of the organization, and will promote the concept of inclusive communities.

This is a new role and is currently open.

Additional Information We use AI-supported technology to help sort applications according to role-specific criteria, but all decisions throughout the hiring process are made by human reviewers.

###Key Responsibilities

JOB DUTIES AND ACCOUNTABILITIES

1. Service Delivery & Program Leadership

• Lead the assigned caseload in delivering high-quality, person-directed supports in alignment with Reena’s Mission, Vision, Values, and Strategic Plan.
• Oversee the full-service lifecycle, including intake, Individual Support Plans (ISPs), Plans of Care, budgeting, and ongoing coordination.
• Monitor program outcomes to ensure consistency, quality, and integration of continuous improvements.
• Facilitate interdisciplinary case conferences, ensuring timely follow-up on action plans.
• Respond to and manage Serious Occurrence reports in compliance with legislative and agency requirements.
• Promote community inclusion and active family participation in support planning and delivery.
• Serve as the primary liaison for individuals and families during transitions or periods of significant need.
• Coordinate referrals to external professionals (e.g., Occupational Therapists, Behavioural Therapists, Speech-Language Pathologists) and ensure timely engagement.
• Ensure the safety, maintenance, and readiness of Reena locations under the caseload by coordinating with Property and Procurement teams.
• Provide after-hours crisis support to Direct Support Supervisors through participation in the on call rotation.

2. People Management & Workforce Development

• Supervise and mentor Direct Support Supervisors and administrative staff, providing coaching, performance evaluations, and professional development.
• Lead regular team meetings to promote collaboration, alignment, and effective communication.
• Address complex HR matters in partnership with the Human Resources Department.
• Ensure employment practices comply with relevant legislation, including the Human Rights Code, ESA, AODA, OHSA, and PIPEDA.
• Lead recruitment, onboarding, and training for new staff.
• Participate in grievance processes, arbitrations, internal investigations, and related disciplinary actions.
• Serve as an internal course instructor within Reena’s Learning and Development Department.
• Support workforce planning initiatives focused on retention, succession, and skill development.

3. Strategic Planning, Budgeting & Innovation

• Manage the caseload budget, including staffing, service contracts, and resource allocation.
• Review and reconcile bi-weekly financial reports, investigating discrepancies as needed.
• Develop and implement innovative service models in consultation with the Director of Operations.
• Monitor sector trends and integrate best practices into long-term strategies. - Liaise with Ministries to support funding proposals and communicate program priorities.
• Prepare business cases, documentation, and data for grant and funding applications.
• Collaborate with Finance and Procurement to ensure service sustainability and cost efficiency.

4. Admissions & Transitions

• Oversee the intake and onboarding of new individuals into Reena’s support.
• Assess needs and determine service suitability.
• Develop individualized plans and funding proposals in collaboration with social workers and finance staff.
• Coordinate accommodations, transportation, and third-party services to ensure smooth transitions.

5. Sector Partnerships & System Integration

• Represent Reena on sector committees and working groups across developmental services, aging, mental health, public health, justice, and healthcare.
• Build and maintain partnerships with external agencies to strengthen support.
• Participate in Developmental Services Ontario (DSO) processes, including vacancy management and system planning.
• Contribute to cross-sector coalitions and integrated service delivery models for individuals with complex needs.

6. Compliance, Licensing & Quality Assurance

• Ensure programs comply with Reena policies, MCCSS licensing standards, accreditation requirements, and relevant legislation.
• Prepare for and coordinate compliance inspections, licensing visits, and audits.
• Delegate and monitor follow-up actions from compliance and quality reviews.
• Serve as the primary compliance contact for MCCSS and other oversight bodies.
• Monitor adherence to Quality Assurance Measures (QAM 299/10) and the Social Inclusion Act.
• Recommend and implement policy and procedure updates to improve compliance and service standards.

7. Equity, Digital Transformation & Data-Informed Practices

• Promote equity, diversity, and inclusion in service delivery and staffing.
• Champion digital tools that enhance planning, documentation, and service outcomes.
• Use data and metrics to inform decisions and drive improvements.
• Support digital transformation initiatives, ensuring secure and innovative technology practices.

8. Cross-Functional Collaboration & Organizational Leadership

• Participate in agency committees, including Management Council, Program Managers, Joint Supervisors, Labour Management, and Continuous Quality Improvement (CQI).

• Chair or co-chair internal committees and ad hoc task groups as required.

• Rotate as chair for monthly supervisors’ meetings.

• Support Board committees by working with volunteer chairs and overseeing administrative tasks.

• Provide temporary coverage for other Program Managers during absences.

• Participate in the agency-wide Program Manager on-call rotation.

###Skills, Knowledge and Expertise

Qualifications

• University degree in Social Work, Social Services, Healthcare, or a related field.
• Minimum 5 years of experience in the developmental services sector, supporting individuals with intellectual or developmental disabilities.
• 3–5 years of supervisory experience, preferably in a unionized, community-based or healthcare setting.
• Strong knowledge of MCCSS guidelines, Quality Assurance Measures (QAM 299/10), and the Social Inclusion Act.
• Familiarity with relevant provincial legislation, including ESA, AODA, OHSA, PIPEDA, and the Ontario Human Rights Code. Experience in program budgeting, service planning, crisis response, and inter-agency collaboration.

Reena is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

###About Reena

Reena is a non-profit organization that promotes dignity, individuality, independence, personal growth and community inclusion for people with diverse abilities within a framework of Jewish culture and values.

Reena was established in 1973 by parents of children with developmental disabilities as a practical alternative to institutions. In 1977, Reena began receiving funding from the Ontario Ministry of Community and Social Services and since that time has grown to provide support for hundreds of individuals with developmental disabilities and their families. Reena offers a variety of services including: residential support, respite programs, counselling, therapy and advocacy.