Position Overview

Phoenix is seeking a dedicated and experienced Program Manager to lead the delivery of residential and community-based support services for individuals living with complex needs, including serious and persistent mental health challenges, concurrent disorders, and cognitive disabilities.

Reporting to the Director of Operations, the Program Manager is responsible for the day-to-day operations of two programs, staff supervision, service coordination, and ongoing program development.

The successful candidate will work collaboratively with residents, staff, families, community agencies, and other professionals to promote recovery, independence, well-being, and an improved quality of life for the individuals supported by our programs.

Key Responsibilities

Program Leadership and Operations

- Oversee the daily operations
- Support program planning, implementation, evaluation, and continuous improvement.
- Coordinate referrals, assessments, admissions, and discharges to ensure individuals receive appropriate services.
- Support residents in developing and implementing individualized wellness plans.
- Ensure residential facilities meet applicable fire, health, safety, and maintenance requirements.
- Assist individuals in the community with finding appropriate housing.
- Maintain accurate client records, reports, assessments, statistical information, and outcome documentation.

Staff Leadership and Supervision

- In consultation with HR, recruit, interview, and select qualified staff.
- Provide staff supervision, performance evaluations, mentorship, and professional development.
- Coordinate staff schedules, vacation requests, and sick leave coverage.
- Ensure comprehensive orientation and training for staff, students, volunteers, and peer support specialists.
- Facilitate staff meetings, team communication, and program planning.
- Provide guidance, education, and support to staff in responding to complex resident needs.

Resident Support and Service Coordination

- Promote person-centred, trauma-informed, and culturally sensitive support practices.
- Monitor the implementation of individual wellness plans and provide direct support and proactive intervention when required.
- Participate in crisis intervention, de-escalation, and emergency response as needed.
- Collaborate with multidisciplinary teams, community agencies, families,



and other service providers.
- Support residents experiencing mental health challenges, concurrent disorders, cognitive disabilities, and behavioural concerns.
- Promote a safe, respectful, inclusive, and supportive residential environment.

Financial and Administrative Management

- In consultation with the financial department, monitor daily program expenditures and approve expenses within the scope of the role.
- Assist with budget preparation and identify annual equipment, furnishing, staffing, and training needs.
- Monitor program-related expenses, including staff mileage, maintenance, cleaning, and recreation funds.
- Ensure staff payroll information is accurate.
- Monitor program occupancy and caseloads in accordance with contractual requirements.

Risk Management and Safety

- Identify, document, and respond to incidents, complaints, and potential risks.
- Investigate incidents and ensure appropriate follow-up actions are implemented.
- Maintain safe working practices in accordance with occupational health and safety requirements and organizational protocols.
- Ensure crisis response procedures, emergency systems, and safety plans are in place.
- Assess and manage clinical risks in collaboration with management and relevant community resources.
- Promote the safe handling of medications and adherence to established safety procedures.

Qualifications and Experience

Education

- Post-secondary education in a human services-related field, such as Social Work, Human Justice, Psychiatric Nursing, Nursing, Health and Kinesiology, or an equivalent combination of training and education.

Experience

- A minimum of 5 years of experience working in a related area.
- Demonstrated experience in leadership, staff supervision, and mentorship within the human services field.
- Experience supporting individuals with mental health challenges, psychosocial or behavioural needs, concurrent disorders, cognitive disabilities, or other complex support needs.




- Experience using trauma-informed, person-centred, and culturally sensitive approaches.
- Demonstrated ability to work independently, exercise sound judgment, and provide effective leadership during challenging or crisis situations.

Knowledge and Skills

- Understanding of mental health services, concurrent disorders, cognitive disabilities, psychosocial rehabilitation, and community-based support systems.
- Knowledge of crisis intervention, de-escalation, risk management, and individualized wellness planning.
- Strong leadership, communication, interpersonal, organizational, and problem-solving skills.
- Ability to build positive relationships and collaborate effectively with staff, residents, families, and community partners.
- Strong documentation, report-writing, record-keeping, and administrative skills.
- Basic budgeting, financial management, and payroll oversight skills.
- Proficiency with Microsoft Word, Outlook, and relevant case management software.
- Knowledge and appreciation of Indigenous history and culture, including the Calls to Action of the Truth and Reconciliation Commission.

Additional Requirements

- Valid First Aid/CPR certification, or willingness to complete required training upon commencement.
- A valid driver's licence and access to a reliable personal vehicle may be required.
- Successful criminal record and vulnerable sector background checks.
- Verification of education and satisfactory professional references.

Working Conditions

- A dynamic work environment involving frequent interactions with residents, staff, and community partners.
- Work may involve competing priorities, interruptions, and challenging or emotionally demanding situations.
- Requires the ability to remain calm, flexible, and responsive during crises and emergencies.
- Participation in after-hours and weekend on-call and coverage responsibilities is required.
- Requires the ability to maintain professional boundaries, confidentiality, and a safe workplace for residents and staff.

Pay: $73,985.00-$84,045.00 per year

Benefits:

- Casual dress
- Company events
- Company pension
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off

Work Location: In person

📌 Program Manager (Core)
🏢 Phoenix Residential Society
📍 Core