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Assistant Program Manager - IES Integrated Employment ServicesFull TimeToronto, ON$60,000 - $70,000 CAD per year

Position Title:

Assistant Manager, Integrated Employment Services (IES)

Report to:

Program Manager or Designate

Locations:

355 Church Street, suite 201, Toronto, ON, and 245 Fairview Mall Drive, Unit 201, North York, ON, and with the possibility of working at any of our other locations.

Vacancy:

NEW

Vacancy number

: MGT-0008

Number of opening:

1

Hours:

35 hours per week, Full-time, In person, This position also requires working outside of regular operational hours including evenings and weekends.

Classification:

Permanent - Full Time

Application Deadline:

August 28, 2026, 11:59 PM EST

Position Summary The Assistant Manager, Integrated Employment Services provides day-to-day operational leadership and direct staff supervision for the Integrated Employment services across all sites. The Assistant Manageris responsible forimplementing approved workplans, coordinating service delivery, managing staff schedules and workloads,monitoringprogram targets, reviewing operationaldataand ensuring that staffcomply withestablished procedures, servicestandardsand documentation requirements.

The position serves as the first level of management for program staff andis responsible forcoaching, performance monitoring, attendance management, operational problem-solvingandmaintainingeffective service coverage.

Working under the direction of the Manager, the Assistant Manager translates program requirements, strategicpriorities,and performance expectations into daily operations. The Assistant Manageridentifiesemerging risks, service pressures and performance concerns and providestimelyinternal reports and recommendations to the Manager.

The Managerretainsoverall accountability for funder relations, contractual compliance, budgets, formal funder reports, strategicpartnerships,and portfolio risk. The Assistant Manager is accountable for the consistent and effective execution of day-to-day program operations and front-line staff supervision.

Key Responsibilities

Day-to-day program operationsand Service Delivery Oversight

Provide day-to-day management of assigned programs and services across locations, ensuring consistent and effective implementation of approved workplans, service standards, procedures and operational requirements.

Direct and oversee staff in the delivery of client services, workshops, classes and appointments; manage staff schedules, workload distribution and service coverage across locations and delivery models, including coverage for absences, vacancies, training and periods of increased demand.

Monitor client flow, service volumes, attendance, referrals, waitlists, workload pressures and daily, weekly and monthly performance against established targets; identify gaps, trends and operational risks and direct corrective action as required.

Translate approved workplans into operational activities, timelines and staff assignments; monitor implementation, resolve delays and barriers, and provide regular progress and performance updates to the Manager.

Maintain consistent service quality and compliance by communicating operational priorities and expectations to staff, reviewing staff's file management and documentation practices for compliance and coaching purposes, reviewing client feedback and routine complaints, and escalating significant operational, service-quality or performance concerns to the Manager.

Staff supervision and performance management

Directly supervise assigned program employees.

Participate in the recruitment and selection of program staff,



including interviewing and making hiring recommendations to the Manager.

Provide regular individual supervision, coaching and performance feedback.

Establish clear individual objectives, caseload expectations and operational responsibilities for staff.

Conduct probationary reviews and performance evaluations in accordance with organizational procedures.

Manage attendance and address routine performance and workplace conduct concerns.

Handle confidential personnel and labour-relations matters, including performance documentation, attendance records, workplace investigations and grievance-related information.

Support staff professional development and identify training needs.

Internal reporting and data analysis

Prepare regular internal operational reports for the Manager.

Review program data for accuracy, completeness and timeliness.

Analyze trends in service volumes, client outcomes, staff activity, caseloads, attendance and program targets.

Identify discrepancies, missing information and unusual variances.

Prepare weekly, monthly and quarterly operational summaries.

Maintain program dashboards, trackers and reporting calendars.

Use data to recommend operational improvements, staff supports and resource adjustments.

Protect the confidentiality and appropriate handling of client and program information

Compliance supportand Risk Management

Ensure staff follow approved eligibility, intake, service-delivery and documentation requirements.

Communicate funder and organizational requirements, translated by the Manager, into operational procedures for staff.

Monitor day-to-day compliance with program guidelines and internal policies.

Review and approve client employment-related financial supports (ERFS), and employer-related placements, ensuring compliance with funder guidelines.

Identify possible compliance concerns and take immediate corrective action within delegated authority.

Escalate material or recurring concerns to the Manager.

Support preparation for funder monitoring, audits and quality reviews.

Client service and issue resolution

Advise and direct staff in resolving complex client-service and operational situations.

Review escalated client concerns and determine appropriate next steps.

Ensure client complaints are documented, responded to and escalated where necessary.

Promote client-centred, respectful and equitable service delivery across the team.

Monitor waitlists, access barriers, service delays and client-flow issues and direct staff response.

Escalate serious incidents, safety concerns and high-risk client matters to the Manager.

Ensure effective cross-departmental coordination by staff to support appropriate referrals and coordinated services.

Funder, Financial and Reporting Support

Participate in funder meetings, operational check-ins and monitoring visits alongside or as delegated by the Program Manager, providing updates on service delivery, targets, staffing and operational performance, preparing the required operational information and following up on assigned action items.

Contribute to annual program budget development and forecasting by providing input on staffing requirements,



service-delivery needs and operational costs; monitor monthly expenditures, and identify and explain significant variances, emerging pressures and anticipated resource needs to the Manager.

Assess staffing capacity and workloads and make recommendations to the Manager on staffing levels, vacancies, recruitment needs and resource allocation.

Prepare and draft internal and external program reports, including operational, performance, outcome and narrative content — compiling and validating supporting data for the Program Manager's review and approval, and exercising appropriate confidentiality and judgement in handling employee, financial, client and funder information.

Minimum Requirements

University degree in social services, business administration, public administration, education, employment services, workforcedevelopmentora relatedfield.

An equivalent combination of education and relevantprogram-supervisionexperience may be considered.

Minimum three (3) years of progressively responsible experience in program operations, communityservicesor a related environment.

Minimum two (2) years of formalstaff supervision,team-managementoroperational-leadershipexperience.

Extensive knowledge of Employment Services; must have 1-2 years’ experience in an ES role

Experience in delivering outcome-based employment services

Extensive experience with MLTSD’s Case Management System (EOIS CaMS)

Knowledge of Ministry Delivered Programs and related guidelines for administration (i.e. Better Jobs Ontario)

Minimum of 2 years of demonstrated experience in some or all aspects of Job Search, Job Placement and Incentives or Job Retention including employment/coaching

Minimum of 2 years’ experience facilitating job search related sessions with knowledge of current job search techniques and assessment tools in a group setting to adult learners

Minimum of 2 years experience in ES case management and intake tools.

Experience monitoring program targets, staffperformanceandservice-deliverydata.

Experience developing schedules, managingworkloadsand coordinating day-to-day operations.

Experience working in a funded, target-drivenor regulated program workplace.

Experience withclient management,case-management,CRMor reporting systems.

Experience working in a unionized environment is an asset.

Knowledge of settlement, language-training, employment,workforce-developmentor related community services is an asset.

An equivalent combination of education, training and relevant work experience may be considered.

Why Join Us?

Paid Time Off: three (3) weeks of paid vacation to recharge and refresh.

Paid Sick Days: Twelve (12) paid sick days annually to prioritize your well-being.

Employer Paid - Extended Health, Dental, and Vision Benefits: comprehensive coverage for you and your family.

Employer Paid RRSP

Paid Personal Emergency Days - because life happens.

Paid Recharge and Self-Care Days: dedicated time to rest and focus on your mental health.

Inclusive Culture: a supportive, mission-driven team that values collaboration, innovation, and community impact.

Newcomer Women’s Services Toronto is an equal opportunity employer and encourages applications from women, newcomers, and underrepresented groups.

Accommodation is available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please let us know in advance and we will work with you to meet your needs.

Disclaimer - Artificial Intelligence (AI) tools will not be used in the screening, evaluation or selection of candidates. All applications are reviewed and assessed by our hiring team.

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