Organization Introduction:

At Margaret’s Housing & Community Support Services Inc., our mission is to provide a continuum of housing and support services for individuals who struggle with addiction, substance abuse, and mental health challenges through an array of innovative programs, advocacy, and education which empowers individuals to build and reclaim their lives.

Margaret’s hosts a collaborative work environment, built of employees who share our core values of being compassionate, respectful, and innovative and strongly believe in empowering and providing support to vulnerable individuals in need. We support open communication and strongly encourage employees to take a direct, hands-on approach to their work as part of a team that plays an instrumental role in providing support services to our clients and residents.

Role:

The Senior Manager of Homeless Services provides strategic and operational leadership across a portfolio of programs supporting individuals experiencing homelessness. This role ensures the delivery of high-quality, client-centered, trauma-informed services that promote stability, dignity, and pathways to housing and employment.

The Senior Manager leads multidisciplinary teams, drives program innovation, ensures compliance with funder requirements, and fosters partnerships across Toronto’s housing, health, and employment sectors. This role requires strategic vision, operational excellence, and the ability to manage complex projects. The incumbent also provides leadership to Margaret’s team of program managers and coordinators to ensure high-quality service delivery and will spearhead special projects aimed at enhancing the organization's impact.

The incumbent will also engage in participation in networking committees, partnership developments, and collaborations.

Key Duties and Responsibilities:

· Develop and implement strategic plans for all programs and services in alignment with the organization's mission and goals

· Oversee the daily operations of a portfolio of programs, ensuring they meet the highest standards of quality, effectiveness, and efficiency

· Establish and maintain a robust program evaluation framework to assess outcomes, identify areas for improvement, and implement necessary changes

· Provide supervision to Social Work students and other placement students who regularly contribute to the housing programs

· Manage the communications with other internal functional centres to ensure program goals and funder obligations are met

· Work with internal and external program evaluators to identify and measure program outcomes, communicate findings to relevant stakeholders, and integrate evaluation data into ongoing program and service sector improvements

· Collaborate with the Director of Housing & Client Care to develop long and short-term plans for the program to meet the identified mental health and larger community needs of the participants and overall organizational targets

· Ensure all programs and services comply with relevant legislation, regulations, and best practices

· Develop and manage program budgets, ensuring financial sustainability and accountability

· Implement cost-effective practices and monitor expenses to ensure efficient use of resources

· Maintain financial records in accordance with the funder expectations and agency policies

· Prepare and present regular reports to the Executive Director, Board of Directors, and funders on program performance and outcomes

· Ensure program and service adherence to the organization’s policies and procedures as well as required funder guidelines and obligations

· Ensure that statistical records are maintained and submits reports on the programs with an analysis of trends to identify risks and opportunities

· Act as the organization representative with the Police and Fire Departments and other officials in collaboration with the Director of Operations





· Collaborate with Senior Management to ensure that all facilities conform to the standards set out by funding agreements and government legislation; that tenants, and staff adhere to building and fire codes, occupational health and safety and other relevant regulations; that evacuation procedures are in place

· Initiate and implement, in collaboration with other senior members of the Management Staff, an annual fundraising and marketing initiative

· Lead special projects from conception to completion, ensuring they are delivered on time, within scope, and within budget

· Support grant writing and fundraising efforts related to special projects, including identifying funding opportunities and preparing proposals

· Participate in the organization’s committees and facilitate staff meetings, as required

· Provide direct supervision, mentorship, and support to program managers and coordinators, fostering a cooperative and high-performing team environment

· Promote continuous learning and professional development opportunities for all program staff

· Ensure the development and implementation of annual professional development plans for program staff

· Plan and monitor staff work schedules and shares on-call duties and covers for staff absences, when required

· Develop and administer performance evaluation and management plans, as needed

· Participate in the recruitment, selection, and onboarding of new staff in consultation and collaboration with Human Resources, Director of Operations, and Executive Director

- Ensure delivery of trauma-informed, harm reduction, and culturally responsive services
- Promote client-centered approaches that support housing stability, employment readiness, and overall well-being
- Address complex client issues, risk management, and critical incidents in collaboration with staff
- Embed anti-racism, anti-oppression, and equity principles into all aspects of program design and delivery
- Ensure services are accessible and responsive to diverse populations, including Indigenous, Black, and other equity-deserving communities
- Develop and maintain strong and positive working relationships with key stakeholders, including government agencies, non-profit organizations, and local community agencies and groups
- Identify and develop new program initiatives and partnerships that address emerging needs and trends within the community
- Engage with internal and external stakeholders, including funders, partners, and community members, to garner support and collaboration for special projects

· Participate in initiatives to make systemic changes in services to individuals belonging to vulnerable, marginalized populations · Advocate on behalf of the organization and its clients to influence policy and funding decisions at local, provincial, and federal levels
- Initiate and implement an annual fundraising and marketing initiative, in collaboration with other senior management staff

· Develop and implement an annual promotions and publicity campaign using a variety of social media platforms · Participate in public speaking opportunities on housing, mental health issues, poverty and homelessness issues, as required

· Participate in coalitions and partnerships relating to clinical services and programs related to women's issues

· Represent the organization at community events, meetings, and forums to promote its programs and services

Job Requirements:

· Advanced knowledge of concepts, theories and practices related to a regulated Mental Health or Health service delivery field,



normally acquired through the completion of a graduate degree in Social Work

· A minimum of 5-7 years experience program management and leadership in settings serving individuals with mental health and concurrent disorders

· Superior understanding of issues related to homelessness, poverty, mental health, addictions, trauma and abuse, and other challenges and barriers faced by marginalized populations

· Demonstrated ability to facilitate strong service delivery partnerships and foster inter-program relationships including strong conflict mediation skills

· Demonstrated community engagement strategies that include creative ways of fostering leadership and capacity

· Great understanding of clinical and case management support functions and a strong understanding of health and social service systems

· Demonstrated experience managing funder contracts and relationships

· Ability to understand and interpret legislation that includes the Ontario Human Rights Code, the Mental Health Act, the Residential Tenancies Act andthe Child and Family Services Act

· Knowledge of financial and human resource management

· Excellent written and oral communication skills, including conflict resolution, crisis intervention/prevention, counselling, and coaching

· Demonstrated leadership skills including problem solving, organizational, time management, and capacity building skills

· A thorough knowledge of community resources and services, mental health and substance use theory, practice, access, and equity issues is required

· The ability to supervise Master and Bachelor Social Work students from an accredited educational institution

· Knowledge of financial and human resource management

· Excellent leaderships skills with proven ability to lead, inspire, and develop high-performing teams

· Excellent interpersonal, and written and oral communication skills

· Proficient in budget development and financial management

· Proficiency with standard office software (e.g., Microsoft Office Suite) and database management

· Strong analytical and problem-solving abilities

· Ability to speak French or a second language is an asset The incumbent is expected to:

· Engage in a self reflective and collaborative practice that is non-judgmental and compassionate, and reflects the mission, vision, and values of Margaret’s

· Incorporate principles of anti-oppression, anti-racism, and equity in responding to the service needs of clients and work towards removing systemic barriers to independence and wellbeing

· Exhibit high ethical standards, a strong adherence to confidentiality, and commitment to professionalism, transparency, and accountability

· Ability to remain calm and effective in high-pressure situations

· Demonstrate respect, consideration, and acceptance of the opinions of others while expressing expertise and effectively utilizing relevant resources and specialists

· Consistently collaborate with team members, sharing ideas and differences openly

· Be receptive to new ideas and adapt to change as necessary

· Value the contribution of others and take action to strengthen partnerships and support others to achieve effective outcomes

· Take action to avoid or solve problems, and create opportunities for positive change and outcomes

· Demonstrate commitment to ongoing personal and professional development

· Perform other tasks and duties as assigned

Working conditions: The portfolio of programs includes a 24-hour program that requires flexibility in work hours in order to supervise all staff positions. Some weekend and evening work is required. On call: participates in on-call rotation.

Pay: From $65,000.00 per year

Ability to commute/relocate

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

Education:
- Master's Degree (preferred)

Experience:
- Program management: 5 years (preferred)

Willingness to travel:
- 75% (preferred)

Work Location: In person

📌 Senior Manager - Homeless Services (Toronto)
🏢 Margaret's Housing and Community Support Services
📍 Toronto