The Manager, Community Services leads the Community portfolio, including community programs, Community Resource Hub programming, community support services, basic needs connections, community partnerships, program performance, budget monitoring, evaluation, and people leadership for Community Coordinators. The Manager is accountable for portfolio-wide consistency in service delivery, participant experience, program outcomes, operational effectiveness, and the ongoing development of the Community Services portfolio across WINS’ locations.

Scope Of Responsibilities

- Leads the Community Programs portfolio, including program strategy, service quality and delivery, participant experience, performance outcomes, budget alignment, and community partnership development to support participant well-being, connection, and access to resources.
- Leads strategic community partnerships, community needs analysis, program development, quality assurance, budget monitoring, and operational consistency across Community Services locations.
- Coaches Community Coordinators and ensures the Community portfolio has transparent operating practices, reporting, and outcome expectations.

Specific Responsibilities

- Develop and execute an integrated, participant-centered Community Services portfolio strategy aligned with WINS mission, values, and department priorities.
- Uses participant feedback, service data, community needs, and relevant research to strengthen existing programs and identify opportunities for new or improved services.
- Monitor and analyze community needs, service trends, participant barriers, service demand and opportunities affecting women and families served by WINS.
- Provide portfolio-level leadership and oversight for the development, delivery, refinement, and evaluation of community programs, including Community Resource Hub programming, Connections and House to Home.
- Supervise, coach, and support Community Service Coordinators, including performance planning, development, workload prioritization, and accountability for operational results within their areas of responsibility.
- Ensure consistent service standards, participant experience, and operating practices across Community Service locations.
- Review portfolio-level service demand, staffing capacity, and program utilization using Coordinator reporting and service data,



and recommend or approve adjustments within the Manager’s authority where required.
- Cultivate strategic community partnerships that strengthen participant outcomes, resource access, referrals, and community impact.
- Monitor Community Service portfolio budget, staffing capacity, outcomes, risks, and service quality; make recommendations for course correction.
- Ensure appropriate Community evaluation tools, outcome indicators, reporting standards, and data quality expectations are in place, with Coordinators accountable for operational data quality and reporting.
- Provide program content and impact narrative for grant applications, funder reporting, executive updates, and community presentations.
- Ensure Community programs comply with WINS policies, health and safety practices, privacy expectations, and program standards.
- Represent WINS at strategic community tables, initiatives, and events where manager-level presence is required.

Evaluation and Data Accountability

- Provide leadership and accountability for Community portfolio performance and outcomes, including outcomes, indicators, evaluation tools, data standards, interpretation, and course correction.
- Use validated data and operational reporting from Coordinators, participant feedback, and service trends to assess whether Community programs are meeting intended outcomes and where service delivery models or program design should shift.
- Provides program impact narrative and performance analysis for Director, funders, and organizational reporting.

Requirements

Education

- Bachelor's degree in social work, community development, human services, psychology, sociology, public health, education, or related field. Equivalent combinations of education and senior community program leadership experience may be considered.

Experience

- Minimum 5 to 8 years of experience in non-profit social programming, community development, family support, resource navigation, or related program settings,



including at least 3 years of people leadership or program management experience.

Required Knowledge, Skills, And Abilities

- Community needs assessment and programming strategy
- People leadership and supervisory coaching
- Partnership development and stakeholder management
- Budget monitoring and program performance management
- Grant/funder reporting support and cross-functional collaboration
- Demonstrated experience leading, improving, and expanding community programs in response to participant and community needs.
- Evaluation design and outcomes measurement
- Cultural humility, trauma-informed practice, and service quality assurance
- Multi-site program oversight, operational performance, and service delivery management.

Certifications, Training, and Conditions Required at Hire or as Required by WINS Policy

- Satisfactory Vulnerable Sector Check or equivalent background screening as required by WINS policy.
- Eligible to legally work in Canada.
- A valid Class 5 Driver's License and the ability to travel within Calgary and surrounding areas are required.

Preferred Assets / Developmental Assets

- Training or certification in trauma-informed practice, community development, program evaluation, mental health first aid, crisis de-escalation, project management, change management, Indigenous cultural safety, or social work registration where applicable.

Personal and Professional Attributes

- Strong community-minded leader who understands social determinants of wellbeing, poverty, family needs, belonging, and resource navigation.
- Able to move between strategic planning, staff coaching, partnership development, and program improvement.
- Collaborative, emotionally intelligent, and comfortable working across community, funder, staff, and participant contexts.
- Demonstrates WINS values of integrity, diversity, sustainability, collaboration, and innovation; maintains confidentiality; follows health and safety practices; and contributes to a respectful, inclusive, trauma-informed work environment.

Working Conditions

- Works across WINS program sites, community hubs, partner locations, and events.
- This role requires flexibility to work evenings and weekends to support employer, partner, and participant engagement activities.
- Access to reliable transportation is required for community-based work.

📌 Manager, Community Services (Calgary)
🏢 WINS (Women In Need Society)
📍 Calgary