Job Title: Director of Operations

Location: Victoria BC V8X 2V1

Reports To: CEO

About Us

At Integra Support Services, we support adults with developmental disabilities, including individuals with complex needs and dual diagnoses, to live meaningful and fulfilling lives through person-centered care. We are more than a workplace—we are a community. Our team of dedicated staff, leadership, families, and community partners work together to create supportive, inclusive, and positive environments where individuals can thrive.

About the Role

We are seeking a strategic and collaborative Director of Operations to provide organizational leadership and support Integra’s vision, growth, and programmatic goals. This role requires a strong understanding of the company’s services, effective communication, and the ability to build meaningful relationships with internal and external stakeholders.

As the Director of Operations, you will work closely with the CEO and organizational leaders to develop and implement program strategies, strengthen operational effectiveness, and identify organizational risks and opportunities. The Director of Operations will foster partnerships with leadership, funding agencies, and community organizations; support teams through adaptive and respectful leadership; and promote a professional, balanced, and values-driven organizational culture.

Key Responsibilities

General Administration

- Provide leadership, direction, and supervision to Residential Managers, RNs, and residential teams to ensure high-quality, person-centered services and effective team functioning.
- Lead and oversee individual planning, service coordination, goal development, documentation, and advocacy to ensure the needs, preferences, and rights of individuals are addressed.
- Ensure compliance with organizational policies, CARF standards, regulatory requirements, risk management practices, and applicable external requirements.
- Identify operational risks, service gaps, and organizational needs; recommend and implement changes, strategies, and improvements in collaboration with the CEO and leadership team.
- Maintain effective relationships with CLBC, health professionals, families, community partners, funding agencies, and other stakeholders while providing leadership during crises and complex situations.

Human Resource Management

- Provide direction, supervision, coaching, and performance management to Residential Managers and other assigned team members.
- Participate in recruitment, selection, orientation, staffing, training, and ongoing development of residential and support teams.
- Conduct regular performance evaluations and address performance, disciplinary, and workplace concerns in collaboration with Human Resources and in accordance with organizational policies and the Collective Agreement.
- Support effective staffing levels, team development, communication, and collaboration across assigned residences and service areas.
- Promote a safe, respectful, and professional work environment by ensuring compliance with WorkSafe requirements,



organizational safety policies, and workplace health and safety practices.

Financial Resource Management

- Participate in the development and management of operating and capital budgets for assigned residences and service areas.
- Monitor expenditures and financial performance to ensure programs operate within approved budgets.
- Review financial reports with Residential Managers, identify variances or trends, and ensure appropriate corrective action is taken.
- Optimize the use of staffing and organizational resources while identifying and recommending efficiencies and cost-effective practices.
- Approve expenditures for assigned residences in accordance with organizational financial policies and controls.

Quality Management and Process Improvement

- Support a culture of continuous quality improvement that promotes person-centered services, staff empowerment, accountability, and alignment with the organization’s mission and vision.
- Monitor service quality, incidents, complaints, individual records, and program data to identify risks, trends, gaps, and opportunities for improvement.
- Ensure compliance with CARF standards, organizational policies, procedures, documentation requirements, and applicable regulatory standards.
- Lead and support process improvement initiatives, including the development, evaluation, and implementation of program standards, procedures, and services.
- Collaborate with the CEO, leadership, and program teams to evaluate service effectiveness, respond to changing needs, and implement improvements that strengthen organizational outcomes.

Other

- The above is a summary of the responsibilities and duties of the Director of Operations and is not an exhaustive list of all responsibilities.
- Duties may change, with recent responsibilities being added, which appropriately fall within the parameters of this role and are consistent with the qualifications identified as well as with the decision-making responsibilities of the position.
- This position must be able to be on-call during selected after hours.

Qualifications

- Post-secondary education in social sciences, health care administration, or a related field; equivalent relevant experience may be considered.
- Training or experience in Continuous Quality Improvement (CQI) and quality management practices.
- Knowledge and competency in ShareVision, including content management, utilization, documentation, and staff training.
- Knowledge of person-centered care and practices related to supporting, educating, and developing individuals with intellectual disabilities.
- Knowledge of applicable legislation, regulations, and service systems, including Community Living BC (CLBC), the HEU,



and the Community Care and Assisted Living Act and Regulations.
- Training or certification in SIVA is considered an asset.

Skills & Abilities

- Experience coordinating or managing services for individuals with disabilities, preferably in a community residential setting.
- Strong knowledge and application of person-centered care, individual support planning, crisis de-escalation, conflict resolution, and effective debriefing practices.
- Demonstrated leadership skills with the ability to lead interdisciplinary teams, facilitate meetings, build positive employee relationships, and work effectively within a unionized environment.
- Strong organizational and project management skills, with the ability to prioritize competing responsibilities, manage resources and budgets, and implement and evaluate programs and initiatives.
- Excellent verbal, written, interpersonal, and relationship-building skills, with proficiency in Microsoft Office, SharePoint, and related information management systems.
- Ability to promote a culture of teamwork, continuous quality improvement, professional accountability, and person-centered service.
- Previous experience in CQI, budget management, crisis resolution/counselling, or promoting the organization’s Essence of Life philosophy is considered an asset.

Schedule: Monday to Friday Wages: CAD $90,000 to $99,000 per year

Location: Victoria, BC (In-person)

Working Conditions

- This is primarily an office-based position with frequent travel between assigned residential sites to conduct regular check-ins, provide operational support, and respond to program needs.
- The position requires flexibility to travel between multiple locations and respond to operational or service-related matters as needed.
- Participation in an after-hours on-call rotation is required.
- A valid driver’s licence and reliable personal vehicle are mandatory for travel between sites.

Why Join Us We are committed to supporting our team both professionally and personally. When you join us, you can expect:

- Comprehensive Benefits Package – Enjoy extended health and dental coverage to support your well-being.
- Company Pension Plan – Plan for your future with our competitive retirement pension program.
- Engaging Work Environment – Participate in company events that foster connection, collaboration, and team spirit.
- On-Site Parking – Hassle-free parking to make your daily commute easier.

Please submit an application with your cover letter and a resume. Only those being considered for an interview will be contacted. Thank you for your interest in Integra Support Services and we look forward to hearing from you! Integra is committed to upholding the values of diversity, equality and inclusion. We are committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our stakeholders. Consider joining our team and being part of an innovative, inclusive and rewarding workplace. Multilingual skills and multicultural competence are assets.

📌 Director of Operations (Victoria)
🏢 Integra Support Services
📍 Victoria