About Toronto Community Housing Corporation

Toronto Community Housing Corporation (“TCHC”) is the largest social housing provider in Canada and the second largest in North America. We are wholly owned by the City of Toronto and operate in a non-profit manner. TCHC provides homes to over 41,000 low and moderate-income households in 88 of Toronto's neighbourhoods, with 93,000 tenants from many different backgrounds with a diversity in age, education, language, mental and physical ability, religion, ethnicity and race.

We are an essential part of the City of Toronto's fabric and social system.

Our over 2,000 employees work to achieve our vision of quality homes in vibrant communities where people are proud to live and work.

Vacancy Type

Full-time Permanent

Salary/Hourly Range

$142,987.19 - $171,584.63

Work Details (Days/Hours)

Monday – Friday 36.25 hours per week

Hybrid Eligible

Yes

Affiliation

Non-Union: Management/Exempt

Division and Department

Community Safety Unit

Number Of Vacancies

1

Existing/Recent Job

Existing

Grade

9

Vacancy Status

Existing

Candidate List Or Eligibility List

Candidate List

What We Offer In addition to competitive compensation and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits, including a health spending account available upon your start date;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year.
- Fitness membership discount;

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements. Make a difference The Senior Manager, Operations provides senior leadership and operational command for the Community Safety Unit's 24-hour service-delivery functions. The position ensures that Operations contributes to safe, equitable and healthy TCHC communities through consistent, tenant-centred service delivery.

Reporting to the Senior Director, Community Safety, the Senior Manager, Operations is accountable for the safe and effective delivery of field operations, Dispatch and Investigations, as assigned to the Operations portfolio. The position is responsible for operational command, deployment and service continuity; critical-incident response; workforce leadership; operational performance; and compliance within the portfolio.

The Senior

Manager translates approved CSU strategies, policies and service standards into operational plans and works with Corporate Services and other functional leads on policy, analytics, training, quality assurance, procurement and program development, while functional accountability for those areas remains with the responsible lead.

What You’ll Do

Operational Command and Service Delivery

- Provides senior operational command and oversight for the 24-hour service-delivery functions assigned to Operations, including field operations, Dispatch and Investigations.
- Establishes daily operational priorities, deployment plans and resource allocations in accordance with approved CSU strategy, service standards, assessed risk and demand for service.
- Maintains service continuity across shifts, manages emerging workload pressures, approves temporary resource reallocations and escalates material capacity or service risks.
- Leads the management response to critical incidents, major events and operational emergencies, ensuring timely command, notifications, coordination, documentation and follow-up.
- Ensures effective coordination and handoffs among Dispatch, field operations, Investigations and relevant TCHC teams.
- Translates approved Community Safety and Well-Being Strategy commitments assigned to Operations into practical service-delivery plans that balance prevention, engagement, de-escalation, diversion and appropriate enforcement.
- Coordinates CSU's operational response to fire and life-safety incidents and other corporate emergencies; accountability for the corporate Fire and Life Safety program remains with the designated corporate function.
- Participates in the scheduled management on-call rotation and ensures appropriate operational management coverage outside regular working hours.

People and Workforce Leadership

- Leads and holds accountable the managers and other direct reports assigned to Operations, setting clear expectations for service, conduct, performance and collaboration.
- Builds a respectful, equitable, inclusive and psychologically safe working environment that supports employee well-being and effective service to tenants.
- Oversees workforce planning, staffing levels, scheduling requirements, attendance management and succession planning for Operations in collaboration with People and Culture and the responsible support functions.
- Manages employee performance and conduct within delegated authority, including coaching,



performance improvement, recognition and discipline, in accordance with collective agreements and TCHC policies.
- Represents Operations in labour-management discussions, grievance processes, recruitment and promotional processes, while working within the authorities of People and Culture, Legal and the Senior Director.
- Identifies operational training and competency requirements, ensures staff complete required training and evaluates the application of learning in the workplace without assuming responsibility for administration of the training function.
- Ensures appropriate support, debriefing and follow-up for employees affected by critical or traumatic incidents.
- Develops the leadership capability of managers and supervisors and promotes consistent management practices across all operational functions and shifts.

Operational Performance and Continuous Improvement

- Establishes and monitors operational work plans, service standards and performance expectations aligned with approved CSU and TCHC priorities.
- Reviews operational information concerning calls for service, dispatch performance, response times, workload, deployment, investigations, report quality and recurring service pressures.
- Uses analysis provided by Research and Analytics and other approved data sources to make deployment decisions, identify service gaps and direct corrective action.
- Conducts supervisory operational reviews and after-action reviews to identify lessons, improve execution and reduce the recurrence of preventable operational issues.
- Implements corrective actions arising from independent quality-assurance reviews, audits, complaints, investigations and other oversight processes applicable to Operations.
- Documents operational processes and recommends improvements to procedures, technology, workflows and interdepartmental handoffs.
- Provides operational requirements for contracted security services and monitors frontline service performance, escalating contractual, procurement or invoicing matters to the accountable functional owner.
- Develops and manages the Operations operating budget, controls expenditures within approved allocations and exercises signing authority in accordance with TCHC policy.
- Provides timely operational briefings, critical-incident notifications and performance reports to the Senior Director and other authorized stakeholders.

Operational Compliance, Risk and Readiness

- Ensures that operational staff comply with the Community Safety and Policing Act, 2019, applicable regulations, Special Constable appointment conditions, the applicable memorandum of understanding, legislation, collective agreements and approved TCHC and CSU policies and procedures.
- Identifies, assesses, manages and escalates risks arising from operational activity and implements approved controls within the Operations portfolio.
- Ensures that incident reports, investigative records, use-of-force documentation, arrest-related records and other operational records are complete, accurate, timely and handled in accordance with approved requirements.
- Ensures that managers and supervisors maintain appropriate oversight of officer conduct, operational decision-making, enforcement activity and adherence to approved authorities.
- Assesses operational readiness, including staffing, equipment, technology, communications and contingency requirements, and communicates requirements to the responsible support functions.
- Provides operational subject-matter input into the development or revision of policies and procedures and ensures consistent implementation of approved requirements within Operations.
- Maintains operational emergency preparedness and business-continuity arrangements for the functions within the portfolio.

Operational Partnerships and Coordination

- Maintains effective operational relationships with the Toronto Police Service, Toronto Fire Services, paramedic services, emergency-management partners and other public-safety agencies.
- Coordinates joint operational activities under approved strategies, agreements and authorities, including incident response, planned deployments and information sharing.
- Works with TCHC regional teams, Toronto Seniors Housing Corporation and other internal partners to coordinate operational responses, escalation pathways, follow-up and service handoffs.
- Participates in tenant meetings, safety initiatives and community-engagement activities where operational leadership, information or follow-up is required.
- Provides operational advice and implementation input to CSU strategy, policy, planning and Community Safety and Well-Being initiatives while respecting the accountability of the responsible functional owner.
- Represents Operations on internal and external committees and working groups as assigned.
- Performs other operational duties consistent with the purpose and level of the position.

What You’ll Need

- Post-secondary degree or diploma in public administration, business administration, criminal justice, criminology, emergency management, sociology or a related field, or an equivalent combination of education and progressively responsible operational experience.




- A university undergraduate degree and relevant senior-leadership, emergency-management or public-safety credentials are preferred.
- Minimum eight years of progressively responsible experience in community safety, public safety, law enforcement, security, emergency management or a similarly complex service environment, including at least five years leading managers or supervisors in a unionized, 24-hour operation.
- Demonstrated experience directing multi-function operations, workforce deployment, service continuity and shift-based response in a complex organization.
- Demonstrated experience managing critical incidents, operational emergencies and time-sensitive decisions involving public and employee safety.
- Strong people-leadership capability, including performance management, coaching, succession planning, attendance management, employee relations and discipline.
- Working knowledge of collective agreements and experience participating in labour-management, grievance, recruitment and promotional processes.
- Comprehensive knowledge of community-safety and law-enforcement operations, including incident response, investigations, enforcement authorities, de-escalation and operational risk management.
- Knowledge of the legislative and governance framework applicable to Special Constables, including appointment conditions, oversight requirements and the applicable memorandum of understanding.
- Demonstrated ability to balance prevention, engagement, de-escalation, diversion and appropriate enforcement when serving diverse communities.
- Strong analytical and problem-solving skills, including the ability to interpret operational data, assess service performance and direct evidence-informed improvements.
- Demonstrated experience managing operational budgets and allocating staffing, equipment and other resources within delegated authority.
- Excellent oral and written communication skills, including the ability to prepare executive briefings and communicate effectively with tenants, employees, senior leaders, elected officials, unions and external agencies.
- Strong negotiation, facilitation, conflict-resolution, mediation and relationship-building skills.
- Ability to exercise sound judgement, discretion, tact and composure while working under pressure in a complex and highly visible environment.
- Possession of a valid, non-probationary Province of Ontario Class G driver's licence in positive standing and ability to satisfy all screening and eligibility requirements associated with the position and Special Constable appointment.

What’s Next Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks. Thank you for your interest in Toronto Community Housing

We recognize that people bring experience and talent that goes beyond the technical skills and requirements of a job. If you possess similar experience that is close to what we’ve included in the job postings below, we encourage you to consider applying. We strongly believe that diverse experience, transferable skills, and passion are key!

Once you have submitted your application successfully, you will receive a confirmation email. We encourage you to check out our careers page often, as new opportunities become available on a regular basis.

Our commitment to equity, diversity and inclusion

We are committed to providing equal opportunity to all employees and strive to create a diverse workplace that reflects the cultural mosaic of our great city and the communities we serve. We recognize the value that comes from different viewpoints, unique experiences and diverse perspectives of our employees, who bring fresh, new ideas to our business. Diversity plays a key role in our ability to deliver on our mission to provide clean, safe, well-maintained, affordable homes for tenants.

TCHC is committed to diversity and inclusion within its community and encourages applications from Indigenous peoples, racialized persons/persons of colour, persons with disabilities, women, 2SLGBTQ+ persons, and others who can help us provide vibrant communities and make our city a great place to live. In an effort to ensure access to information for people with disabilities, we have noticed that some screen readers do not function properly with our job portal. If you are a person with a disability and are experiencing issues with our job portal and would like access to our job postings in an alternative format, please email your request to our People and Culture Division at [email protected].

Accessibility for applicants

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.

We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and Toronto Community Housing’s Accessibility Policy.

If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to our People & Culture department at [email protected] or call our accessible accommodations line at (416) 981 - 4119. Please refer to the job requisition number when you contact us.

We use AI technology through the use of pre-screening questions to assist in the screening process.

📌 Senior Manager, Operations (North York)
🏢 Toronto Community Housing
📍 North York