About the role
Division
Seniors Community Programs
Important Notices & Amendments
This position will cover all Seniors Community Hubs, the current hub in Fort Erie and soon to be opening second Hub in St. Catharines.
This position will be located Full Time in Fort Erie until the St. Catharines Hub opens. This position will then be divided between two sites.
Majority of time at work will be during normal business hours, there will be a need to be available through a flex schedule arrangement on occasional evening /weekend as program or hub requirements identify.
About Us
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
We welcome all applicants! For more information about diversity, equity, and inclusion at Niagara Region, Diversity, Equity and Inclusion - Niagara Region, Ontarioor email related questions to diversity@niagararegion.ca. To send input on reducing barriers in the current hiring process, please email myhr@niagararegion.ca
For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.
Don’t have every qualification?
You may be hesitant to apply if you do not have every qualification listed in the posting. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds and varying levels of experience and education to apply. Our recruiters will evaluate your suitability for the role.
Please note that for unionized roles, we must follow collective agreement requirements. However, we encourage all interested candidates to submit their applications. We believe success in a role can extend beyond meeting every single requirement.
Job Description
Job Summary
Salary Pending Review
Reporting to the Administrator, Seniors Community Programs, the Community Hub Program Manager is accountable for the daily operations of Community Hubs. The Program Manager oversees all operational related issues, including service coordination, service delivery, quality improvement and risk management, human resource management, financial management and customer service. This position will work in collaboration with community stakeholders and other SCP Program Managers/Leaders. The role will ensure the community individuals and groups who are accessing the Community Hub will adhere to the contracts and agreements established for a safe Community Hub.
This role involves coordinating with various internal and external invested parties, including healthcare providers, community support service agencies/partners and local municipalities, to promote and implement programs and services and targeted towards older adults.
Education
- Post-secondary degree or diploma in social services or health-related discipline or combination of education and experience.
- Safe Food Handlers Certification through Public Health required.
- Additional courses in Adult Education, Gerontology and specifically dementia care is preferred.
Knowledge
- At least five (5) years’ experience in management of community program delivery models.
- At least five (3) years’ current related experience in Leadership.
- Advanced knowledge of community resources, priority populations and community engagement principles
- Working knowledge of electronic documentation systems is required, CRMS and ActiveNet preferred
- Knowledge and understanding of the Personal Health Information Protection Act (PHIPA) and Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and how these apply to the collection, storage, use and retention of program data and information
- Excellent demonstrated knowledge of relationship building, negotiating, and persuasive skills to fully engage partners and achieve collective outcomes through a client centered approach.
- Demonstrated adaptive communication skills that optimize outcomes while generating effective collaborative working relationships.
Responsibilities
Manages Community Hub and Intake Programs (25% of time)
- Oversee the day-to-day operations of the Community Hub and Intake Programs, including online registration systems and virtual service platforms.
- Develop, implement, and regularly evaluate policies, procedures, and guidelines to support effective delivery of Seniors Services within Community Hubs.
- Provide operational oversight of the Community Hubs, including exploring partnership opportunities, space utilization strategies, and potential revenue generation through service agreements or facility rentals.
- Collaborate with internal program managers to establish and maintain universal expectations for all individuals working within the Hubs—including staff, volunteers, and community partners—ensuring compliance with the Occupational Health and Safety Act and all applicable legislation and standards.
- Address and resolve service delivery issues, client concerns, and complaints through established resolution protocols.
- Promote a culture focused on service excellence, transparent communication, innovation, data integrity, and integrated workflows.
- Provide visible leadership and engagement with staff, volunteers, caregivers, and community stakeholders to support continuous program evaluation and responsiveness to client and community needs.
Manages Customer Service and Intake Programs (25% of time)
- Lead the development and implementation of systems and processes to ensure compliance with the Ministry Service Accountability Agreement (MSAA), including oversight of all required reporting in accordance with established schedules through Program Assistants and Office Leads.
- Oversee the client intake process, ensuring timely and effective onboarding of new clients and continuous monitoring for quality and service efficiency.
- Collect, monitor, validate, and analyze program data using various systems, ensuring timely submission of reports in alignment with organizational and ministry requirements.
- Champion a culture of service excellence, transparency, innovation, data integrity, and streamlined workflow integration across customer service and intake functions.
Legislative Compliance (20% of time)
- Implement ministry-directed changes in accordance with established timelines and compliance expectations.
- Develop and maintain internal standard operating procedures by benchmarking against industry best practices and aligning with corporate and divisional standards.
- Coordinate the development and delivery of a comprehensive orientation plan for all new Seniors Community Programs staff, in collaboration with SCP Program Managers and Seniors Central Support.
- Establish and oversee an annual training and professional development plan for all Seniors Community Programs staff, ensuring ongoing compliance and competency.
- Collaborate with the Wellness Services Program Manager to ensure student and volunteer onboarding aligns with staff orientation and professional development frameworks.
Manages people resource planning for the division or operating unit, determining ideal organizational structures, identifying desirable role and skill mix requirements and ensuring ongoing work quality and deliverability of results. (20% of time)
- Enables results with the organization’s human capital strategy to foster employee engagement.
- Directs and provides leadership for the activities and coaching of direct reports, providing work direction, setting priorities, assigning tasks/projects, determining methods and procedures to be used, resolving problems, ensuring results are achieved, and managing staff recruitment, performance, and skill development activities
- Ensures alignment and coordination of activity and quality of output between teams under their direction
- Ensures focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration.
- Ensures staff has the information and resources to make successful plans and decisions.
- Ensures all people related issues, including recruitment, grievances and labour relations issues, are aligned to HR and Corporate standards and practices.
- Helps to break down barriers to employee success, ensuring collaboration and cooperation with other teams within their division and department
- Ensures Occupational Health & Safety policies, programs and practices are implemented, and maintained. This includes workplace inspections, monitoring, accident reporting and investigations, and ensuring any observed hazards or lapses in the functioning of OH&S processes, and other OH&S concerns are responded to promptly.
- Ensures all individuals under supervision have been informed of hazards and instructed on the necessary risk control and emergency response measures.
Manages and administers annual and multi-year Capital and Operating budgets for which they are delegated authority ensuring support of Council’s objectives, financial transparency and accountability, monitoring budget adherence, identifying and explaining variances, and financial reporting is effectively managed in compliance with corporate financial policies. Administer and approve the acquisition of goods and services for their direct reports in accordance with the procurement policy (10% of time)
Perform other related duties and responsibilities as assigned or required.
Special Requirements
- Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons
- In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate
- Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.
Shift Information
This position is subject to shift rotation including weekends.
Closing Statement
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!
Let us know why you would be an excellent team member by submitting your online application.
We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.
If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:
- Email: myhr@niagararegion.ca
- Phone: 905-980-6000 or 1-800-263-7215
- Bell Relay: 1-800-855-0511
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department
About NIAGARA REGION
Niagara Region is a Regional municipality serving more than 480,000 people who call Niagara home. We provide services essential to your day-to-day life, from clean water, roads and waste collection to public safety, housing and more.
We believe in social, environmental and economic choices that support our diverse community and foster collaboration with our partners in making Niagara a prosperous place for everyone.
As a Regional government, Niagara Region is composed of 32 council members, who represent Niagara's 12 cities, towns and townships. Geographically, our region is as diverse as the municipal services that sustain it. Located between Lake Ontario and Lake Erie, Niagara encompasses an area of 1,852 km2 and is home to communities rich in both character and history.
About the role
Division
Seniors Community Programs
Important Notices & Amendments
This position will cover all Seniors Community Hubs, the current hub in Fort Erie and soon to be opening second Hub in St. Catharines.
This position will be located Full Time in Fort Erie until the St. Catharines Hub opens. This position will then be divided between two sites.
Majority of time at work will be during normal business hours, there will be a need to be available through a flex schedule arrangement on occasional evening /weekend as program or hub requirements identify.
About Us
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
We welcome all applicants! For more information about diversity, equity, and inclusion at Niagara Region, Diversity, Equity and Inclusion - Niagara Region, Ontarioor email related questions to diversity@niagararegion.ca. To send input on reducing barriers in the current hiring process, please email myhr@niagararegion.ca
For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.
Don’t have every qualification?
You may be hesitant to apply if you do not have every qualification listed in the posting. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds and varying levels of experience and education to apply. Our recruiters will evaluate your suitability for the role.
Please note that for unionized roles, we must follow collective agreement requirements. However, we encourage all interested candidates to submit their applications. We believe success in a role can extend beyond meeting every single requirement.
Job Description
Job Summary
Salary Pending Review
Reporting to the Administrator, Seniors Community Programs, the Community Hub Program Manager is accountable for the daily operations of Community Hubs. The Program Manager oversees all operational related issues, including service coordination, service delivery, quality improvement and risk management, human resource management, financial management and customer service. This position will work in collaboration with community stakeholders and other SCP Program Managers/Leaders. The role will ensure the community individuals and groups who are accessing the Community Hub will adhere to the contracts and agreements established for a safe Community Hub.
This role involves coordinating with various internal and external invested parties, including healthcare providers, community support service agencies/partners and local municipalities, to promote and implement programs and services and targeted towards older adults.
Education
- Post-secondary degree or diploma in social services or health-related discipline or combination of education and experience.
- Safe Food Handlers Certification through Public Health required.
- Additional courses in Adult Education, Gerontology and specifically dementia care is preferred.
Knowledge
- At least five (5) years’ experience in management of community program delivery models.
- At least five (3) years’ current related experience in Leadership.
- Advanced knowledge of community resources, priority populations and community engagement principles
- Working knowledge of electronic documentation systems is required, CRMS and ActiveNet preferred
- Knowledge and understanding of the Personal Health Information Protection Act (PHIPA) and Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and how these apply to the collection, storage, use and retention of program data and information
- Excellent demonstrated knowledge of relationship building, negotiating, and persuasive skills to fully engage partners and achieve collective outcomes through a client centered approach.
- Demonstrated adaptive communication skills that optimize outcomes while generating effective collaborative working relationships.
Responsibilities
Manages Community Hub and Intake Programs (25% of time)
- Oversee the day-to-day operations of the Community Hub and Intake Programs, including online registration systems and virtual service platforms.
- Develop, implement, and regularly evaluate policies, procedures, and guidelines to support effective delivery of Seniors Services within Community Hubs.
- Provide operational oversight of the Community Hubs, including exploring partnership opportunities, space utilization strategies, and potential revenue generation through service agreements or facility rentals.
- Collaborate with internal program managers to establish and maintain universal expectations for all individuals working within the Hubs—including staff, volunteers, and community partners—ensuring compliance with the Occupational Health and Safety Act and all applicable legislation and standards.
- Address and resolve service delivery issues, client concerns, and complaints through established resolution protocols.
- Promote a culture focused on service excellence, transparent communication, innovation, data integrity, and integrated workflows.
- Provide visible leadership and engagement with staff, volunteers, caregivers, and community stakeholders to support continuous program evaluation and responsiveness to client and community needs.
Manages Customer Service and Intake Programs (25% of time)
- Lead the development and implementation of systems and processes to ensure compliance with the Ministry Service Accountability Agreement (MSAA), including oversight of all required reporting in accordance with established schedules through Program Assistants and Office Leads.
- Oversee the client intake process, ensuring timely and effective onboarding of new clients and continuous monitoring for quality and service efficiency.
- Collect, monitor, validate, and analyze program data using various systems, ensuring timely submission of reports in alignment with organizational and ministry requirements.
- Champion a culture of service excellence, transparency, innovation, data integrity, and streamlined workflow integration across customer service and intake functions.
Legislative Compliance (20% of time)
- Implement ministry-directed changes in accordance with established timelines and compliance expectations.
- Develop and maintain internal standard operating procedures by benchmarking against industry best practices and aligning with corporate and divisional standards.
- Coordinate the development and delivery of a comprehensive orientation plan for all new Seniors Community Programs staff, in collaboration with SCP Program Managers and Seniors Central Support.
- Establish and oversee an annual training and professional development plan for all Seniors Community Programs staff, ensuring ongoing compliance and competency.
- Collaborate with the Wellness Services Program Manager to ensure student and volunteer onboarding aligns with staff orientation and professional development frameworks.
Manages people resource planning for the division or operating unit, determining ideal organizational structures, identifying desirable role and skill mix requirements and ensuring ongoing work quality and deliverability of results. (20% of time)
- Enables results with the organization’s human capital strategy to foster employee engagement.
- Directs and provides leadership for the activities and coaching of direct reports, providing work direction, setting priorities, assigning tasks/projects, determining methods and procedures to be used, resolving problems, ensuring results are achieved, and managing staff recruitment, performance, and skill development activities
- Ensures alignment and coordination of activity and quality of output between teams under their direction
- Ensures focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration.
- Ensures staff has the information and resources to make successful plans and decisions.
- Ensures all people related issues, including recruitment, grievances and labour relations issues, are aligned to HR and Corporate standards and practices.
- Helps to break down barriers to employee success, ensuring collaboration and cooperation with other teams within their division and department
- Ensures Occupational Health & Safety policies, programs and practices are implemented, and maintained. This includes workplace inspections, monitoring, accident reporting and investigations, and ensuring any observed hazards or lapses in the functioning of OH&S processes, and other OH&S concerns are responded to promptly.
- Ensures all individuals under supervision have been informed of hazards and instructed on the necessary risk control and emergency response measures.
Manages and administers annual and multi-year Capital and Operating budgets for which they are delegated authority ensuring support of Council’s objectives, financial transparency and accountability, monitoring budget adherence, identifying and explaining variances, and financial reporting is effectively managed in compliance with corporate financial policies. Administer and approve the acquisition of goods and services for their direct reports in accordance with the procurement policy (10% of time)
Perform other related duties and responsibilities as assigned or required.
Special Requirements
- Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons
- In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate
- Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.
Shift Information
This position is subject to shift rotation including weekends.
Closing Statement
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!
Let us know why you would be an excellent team member by submitting your online application.
We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.
If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:
- Email: myhr@niagararegion.ca
- Phone: 905-980-6000 or 1-800-263-7215
- Bell Relay: 1-800-855-0511
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department
About NIAGARA REGION
Niagara Region is a Regional municipality serving more than 480,000 people who call Niagara home. We provide services essential to your day-to-day life, from clean water, roads and waste collection to public safety, housing and more.
We believe in social, environmental and economic choices that support our diverse community and foster collaboration with our partners in making Niagara a prosperous place for everyone.
As a Regional government, Niagara Region is composed of 32 council members, who represent Niagara's 12 cities, towns and townships. Geographically, our region is as diverse as the municipal services that sustain it. Located between Lake Ontario and Lake Erie, Niagara encompasses an area of 1,852 km2 and is home to communities rich in both character and history.