Kelowna’s Gospel Mission (KGM) is a faith-based, non-profit organization walking alongside individuals experiencing homelessness and housing instability. We believe every person is on a journey toward wholeness and deserves to be met with dignity, compassion, and respect. Our work is housing-oriented and focuses on supporting people as they move toward safe, stable housing and greater wellbeing.

We serve people of all backgrounds and identities, offering care that is person-centred and grounded in the belief that hope and change are possible for everyone. Discover more about our mission and impact at www.kelownagospelmission.ca The Assistant Manager, Outreach and Casework (AM-OR/CW) offer leadership and support across both Outreach and Casework programs at KGM. This role ensures oversight of both services while cultivating a reflective, supportive environment for our team and fostering connections with community partners to support overall care to our service users.

This role involves aligning team efforts with KGM’s mission, collaborating across departments and working closely with the Senior Manager of Outreach and Casework in developing and measuring strategic goals for both programs.

Responsibilities

Program Operations

- Oversee the day-to-day operations of the Outreach department, managing team members to achieve program objectives through, implementation, and monitoring of program services and activities.
- Responsible for the direct supervision of the Outreach and Casework teams, including task delegation, coaching, and training.
- Monitor inventory and ensure supplies and equipment are maintained to meet operational needs.
- Handle crisis situations calmly and effectively, ensuring the safety of clients and team members.
- Collaborate with local law enforcement and emergency services when necessary.
- Monitor the day-to-day operations of the Outreach and Casework departments, ensuring a non-judgemental and inclusive atmosphere that promotes dignity and respect for all.
- Responsible for ensuring direct supervision for both the Outreach and Casework team, assisting with task delegation, coaching, training, and performance evaluation.
- Collaborate with the Senior Manager of Outreach and Casework in developing and coordinating systems, policies, and procedures to enhance programs and ensure the safety of service users and team members.




- Maintains and coordinates employee schedules to ensure staffing levels consistently meet caseload requirements and service delivery expectations.
- Partner with internal departments to support cross-functional initiatives and organizational goals.
- Assist in leading team meetings and actively contribute to continuous initiatives

- Team Leadership
- Supervise, train and support front line team members to achieve performance and service goals.
- Guide team meetings and facilitate training sessions to enhance professional development and program effectiveness.
- Lead the full employee lifecycle, including recruitment, onboarding, training, performance management, coaching, and discipline.
- Manage and resolve conflicts among team members, promoting a cooperative and respectful work environment.
- Fostering a positive, productive, physically and psychologically safe, secure, and legal work environment, complying with health and safety standards, and regulatory and industry codes.

Program Development & implementation

- Implement and monitor programs across outreach services, ensuring consistency, quality and alignment with KGM’s mission.
- Identify gaps or inefficiencies in operations and programs and recommend actionable improvements.
- Collaborate with community organizations and agencies to expand and enhance support services
- Client Support & Advocacy
- Build and maintain a positive and trusting relationship with clients by being available and approachable and by listening and responding to clients concerns and questions promptly.
- Oversee outreach efforts to connect with homeless individuals, build rapport, assess their immediate needs, and work to provide food and increased access to services.
- Promote awareness of KGM programs and act as an advocate for client needs

Data Management & Reporting

- Maintain accurate records of Outreach operations, including client data, program outcomes, and financial transactions.
- Work closely with other departments or teams to achieve cross-functional objectives.
- Maintain accurate records of program activities and client outcomes.




- Ensure the proper handling of confidential client information and other sensitive data in accordance with legal and ethical standards.

Financial Management

- Oversee the Outreach budget to support responsible resource allocation and financial compliance.
- Ensure resources are used responsibly and within budget.
- Track program spending, contribute to budget planning, and support good stewardship of resources.

Qualifications

- Post-secondary degree in a relevant field such as social work, human services, public administration, management, or a related discipline.
- Minimum 2 years of progressive leadership experience in housing, sheltering or community services.
- Proficient in Microsoft Office Suite, including Word, Excel, Teams, and other relevant platforms, for efficient documentation, data analysis, and collaboration.
- Experience in an Emergency Shelter context, working with individuals experiencing homelessness, addiction, and mental health challenges.
- Exceptional interpersonal skills, encompassing active listening, conflict resolution, and negotiation, to build strong relationships within the team and with external partners.
- Demonstrated ability to coach, mentor, and support team members, encouraging their professional growth and maximizing their potential.
- Exceptional communication skills, including active listening and clear, concise verbal and written communication, to facilitate effective collaboration, information sharing, and team cohesion.

Additional Information

- Occupational First Aid level 1 or ability to obtain within 45 days of employment.
- Valid driver's license and clean driving abstract.
- Must be able to lift and carry 25 pounds regularly.
- Able to stand for long periods and perform physically demanding tasks.
- Position requires working with individuals in crisis and exposure to challenging situations (training provided).
- This position is dependent on a Criminal Records Check (Vulnerable Sector).

Work Environment

- Exposure to individuals experiencing homelessness, some of whom may be in crisis.
- Possible exposure to bodily fluids, infectious diseases, waste, drugs, or alcohol.
- Role requires working in both indoor and outdoor settings.
- Bay Ave operates an Overdose Prevention Site with supervised consumption.

This is a excellent opportunity to make a significant difference in the Kelowna community; we are looking forward to hearing from you!

📌 Assistant Manager of Casework & Outreach (Kelowna)
🏢 Kelowna Gospel Mission Society
📍 Kelowna