Senior Manager, Program and Case Management

Reporting to the Executive Director or designate, the Senior Manager, Program and Case Management provides day‑to‑day oversight into the administration and effective operation of programs and services at GSM. This role enhances our clients’ and residents’ dignity and quality of life while ensuring smooth functioning and achievement of operational and strategic goals.

The Senior

Manager leads the housing/resettlement/aftercare life‑skill development, clinical services (including case management and counseling), Drug and Alcohol Recovery Enrichment (DARE), Eviction Prevention, Housing Follow‑up Support, and related facilities. Comply with established rules, procedures, policies, and code of conduct. Guide and supervise managers, provide regular feedback, coaching, and evaluation, and motivate and retain qualified coworkers.

Direct, implement, and evaluate program management effectiveness and carry out program and service delivery, quality assurance, and improvement recommendations. Enforce policy and recommend administrative decisions, soliciting coworker input as instructed. Provide effective supervision and performance feedback, conduct formal evaluations, and recommend discipline or termination when necessary.

Assist with financial management and internal controls to ensure cost‑effective, compassionate service. Serve as a liaison between the Board of Directors, committees, coworkers, volunteers, and the wider community. Monitor programs and services for compliance with ethical and legal standards and meet funder and donor requirements.

Analyze program activities, identify needs, and align program, policy,



and administrative direction across the agency. Assume responsibility for yearly operational planning, budgetary planning, and internal controls, including invoice reconciliation and expense tracking. Develop and implement planning models for existing and new programs and projects.

Represent Good Shepherd

Ministries to external agencies and provide educational tours and speaking engagements on poverty and homelessness. Support fundraising and public relations activities, including neighborhood engagement activities. Maintain client records in accordance with confidentiality policies and privacy legislation.

Bachelor’s degree in social work, business administration, or a related field (Master’s in social work is a plus). Minimum five years of management experience in clinical programs, case management, service operations, and project leadership. Solid customer/public relations and interpersonal skills with a hospitable, compassionate, patient demeanor.

Strong people management and employee development skills. Ability to appreciate the complexity of ‘hard to serve’ individuals from diverse backgrounds. Demonstrated organizational, managerial, planning, and time‑management skills.

Ability to prioritize workload and manage multiple projects simultaneously. Understanding of issues affecting the homeless and disadvantaged. Outstanding knowledge of data analysis, reporting, and budgeting.

Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and electronic file management. Full‑time, Onsite Bachelor’s Degree (required). Bachelor’s degree in social work, business administration, or a related field (Master’s in social work is a plus).

📌 Senior Manager, Program and Case Management (Toronto)
🏢 Good Shepherd Ministries
📍 Toronto