Job ID: 66905

Job Category: Community & Social Services

Division & Section: Toronto Shelter & Support Services, Service Planning & Integrity

Work Location: METRO HALL, 55 John Street

Job Type & Duration: Full-Time, 2 Permanent

Salary Range: $126,000.00 - $176,140.00

Shift Information: Monday to Friday, 35 hours per week per week

Affiliation: Non-Union

Number of Positions Open: 2

Toronto Shelter & Support Services (TSSS) is seeking two strategic and results-oriented leaders to join its Service Planning & Integrity (SPI) management team. These are unique opportunities to provide leadership for critical initiatives that strengthen Toronto's homelessness response system through strategic policy and service system planning, or the advancement of Coordinated Access and housing-focused system coordination. Successful candidates will play a key role in driving service excellence, fostering collaboration, and improving outcomes for people experiencing homelessness across the city.

Opportunity #1: Manager, Strategic Programs, Strategic Policy and Service Planning The Strategic Policy and Service Planning Team develops strategic, evidence-based policies, programs, and service system solutions that support divisional priorities and respond to emerging needs within Toronto's homelessness system.

As the Manager, Strategic Policy & Service Planning, you will provide leadership and strategic direction for policy development, service system planning, research, program evaluation, and the implementation of Council-approved initiatives. You will lead a specialized team responsible for developing innovative and evidence-informed solutions to complex homelessness challenges, while overseeing operating, and research budgets.

In this role, you will lead strategic planning initiatives, environmental scans, jurisdictional reviews, and policy analysis to identify emerging trends, risks, opportunities, and service gaps.

The position serves as a key liaison with provincial and federal governments, community organizations, Indigenous partners, academic institutions, and other City divisions to advance strategic priorities, leverage partnerships, and align policy and program responses across systems.

Opportunity #2: Manager, Strategic Programs, Coordinated Access

Coordinated Access is a best-practice, federally mandated approach that supports the consistent assessment, prioritization, and matching of people experiencing homelessness to housing opportunities and support services that best meet their needs.

As the Manager, Strategic Programs, Coordinated Access, you will provide strategic leadership for the operation, performance, governance, and ongoing evolution of Toronto's Coordinated Access system.

You will work closely with shelter and housing providers, Indigenous organizations, community agencies, all orders of government, and internal City partners to ensure housing resources are allocated consistently, transparently, equitably, and in alignment with community priorities and client needs.

The position is responsible for advancing system-wide coordination and accountability by monitoring performance, supporting data quality and reporting, overseeing service standards, and driving continuous improvement in housing matching and referral processes.

This role also provides leadership in developing Coordinated Access policies, governance structures, performance frameworks, and program enhancements that support federal compliance requirements while advancing local priorities.

Major Responsibilities

Strategic Leadership & Service System Improvement

- Provide strategic leadership in the planning, development, implementation, and evaluation of policies, programs, services,



and initiatives that support divisional priorities and improve outcomes for people experiencing homelessness.
- Identify emerging trends, opportunities, risks, and challenges, and provide strategic advice and recommendations to support informed decision-making and continuous service improvement.
- Lead complex initiatives that advance system effectiveness, accountability, innovation, and evidence-informed practice.

Stakeholder Engagement & Partnership Development

- Build and maintain team-oriented relationships with internal and external stakeholders, including community partners, Indigenous organizations, people with lived experience, housing and homelessness service providers, other City divisions, and government partners.

- Lead engagement, consultation, and partnership activities that support policy development, program implementation, and service system improvements.
- Represent the Division and the City on interdivisional, intergovernmental, and community-based committees, working groups, and initiatives.

Strategy, Performance & Accountability

- Lead initiatives that strengthen organizational performance through strategic planning, program evaluation, performance measurement, data analysis, quality assurance, and risk management.

- Develop and monitor performance measures, reporting frameworks, and business processes to support accountability, transparency, and evidence-based decision-making.
- Identify opportunities to improve service delivery, operational effectiveness, and client outcomes through continuous improvement initiatives.

Project & Change Leadership

- Lead and oversee complex, high-profile projects involving multiple stakeholders, competing priorities, and significant organizational impact.
- Manage project planning, implementation, monitoring, risk mitigation, and evaluation activities to ensure successful delivery of strategic objectives.
- Support organizational change initiatives and foster a culture of innovation, collaboration, and continuous learning.

Executive Reporting & Communications

- Prepare and oversee the development of reports, briefing notes, presentations, dashboards, and other materials for senior leadership, City Council, committees, and external stakeholders.
- Communicate complex policy, program, operational, and performance information to diverse audiences and provide strategic advice to support decision-making.

People Leadership & Financial Management

- Lead, mentor, and develop a multidisciplinary team, fostering a high-performing, inclusive, and collaborative work environment.
- Manage staff performance, workforce planning, employee development, and day-to-day operational activities.
- Develop, administer, and monitor operating and project budgets, ensuring effective stewardship of resources and compliance with corporate policies.

Equity, Inclusion & Service Excellence

- Advance equity, anti-Black racism, reconciliation, and client-centered approaches in policy, program, and service design.
- Promote a culture of service excellence through collaboration, engagement, continuous improvement, and responsive service delivery.

- Ensure compliance with all applicable legislation, regulations, corporate policies, and occupational health and safety requirements.

Key Qualifications





1. Post-secondary education in a discipline pertinent to the job function (e.g., public administration, social policy, public policy, social sciences, urban planning, community development, or a related field) combined with relevant experience, or an equivalent combination of education and experience.

2. Considerable experience leading the development, implementation, evaluation, and continuous improvement of complex policies, programs, services, or system-wide initiatives through strategic planning, program evaluation, research, and data-informed decision-making.
3. Considerable experience leading complex, high-profile projects and strategic initiatives involving multiple stakeholders, competing priorities, and significant organizational impacts, supported by strong analytical, critical thinking, and problem-solving skills.
4. Experience leading, developing, and motivating multidisciplinary teams within a collaborative and inclusive environment, including performance management, employee development, labour relations, conflict resolution, and workforce planning.

5. Experience designing, implementing, and managing performance measurement frameworks, indicators, dashboards, and reporting processes to monitor outcomes, track system performance, identify trends, and support organizational accountability.
6. Sound knowledge of current issues, trends, legislation, and emerging practices related to housing, homelessness, human services, social policy, or related sectors, with experience working in a complex public, community, or social service environment.
7. Highly developed communication, facilitation, and presentation skills, with experience preparing and delivering complex reports, briefing materials, business cases, policy recommendations, and presentations for senior leaders, elected officials, and external stakeholders.

8. Ability to build and maintain effective relationships with community organizations, Indigenous partners, government agencies, service providers, funding partners, elected officials, and other internal and external stakeholders.
9. Excellent interpersonal, consultation, negotiation, and collaboration skills, with the ability to establish credibility and work effectively with staff and leaders at all levels of an organization.
10. Strong leadership, organizational, and change management skills, with the ability to foster innovation, lead through complexity, manage change, and contribute effectively as a member of a senior management team.

11. Knowledge of relevant legislation, regulations, standards, and best practices, including the Occupational Health and Safety Act, municipal governance principles, privacy and information management requirements, and equity, anti-racism, accessibility, and reconciliation frameworks.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request.

Learn more about the City’s Hiring Policies and Accommodation Process.

📌 MANAGER STRATEGIC PROGRAMS (Toronto)
🏢 City of Toronto
📍 Toronto