Manager of Outreach and Housing Services

The Salvation Army Canada and Bermuda Territory•Ottawa, ON

4d•CA$70,242 - CA$105,373•Onsite

About The Position

The Salvation Army is seeking a Manager of Outreach and Housing Services to provide leadership through the oversight, supervision, development, and monitoring of Shelter Program(s). This role manages the day-to-day operations of client services and Social Services programming, assisting clients through difficult times and promoting their move towards self-sufficiency. The Salvation Army has served people in need in communities across Canada and Bermuda for over 130 years, helping over 2 million people annually with necessities like food, clothing, and shelter, and supporting those experiencing unemployment, addiction, and family challenges. As a faith- and values-based organization, they hire and serve people of all backgrounds.

Requirements

Completion of a formal college/university degree of three academic years in a related field.
Emergency First Aid & CPR, Non-Violence Certificate, and Mental Health First Aid Certificate or willingness to complete once hired.
Other certification required by The Salvation Army and federal/provincial legislation or willingness to complete once hired.
A different combination of education and experience might be considered.
Five years of recent progressive related experience including supervisory/team lead experience in an applicable social service field.
Proficient in Microsoft 365 computer programs.
Ability and willingness to respect, promote, and support the mission, vision, and values of TSA and develop an understanding of the purpose of the Salvation Army in Canada and its implication as related to position responsibilities.
Maintain and promote a positive image of The Salvation Army by providing a high caliber of services and dealing with others in a courteous and professional manner.
Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.
Strong understanding of professional boundaries when working with a vulnerable population
Patience and ability to deescalate situations.
Ability to coach and provide constructive feedback.
Strong leadership skills.
Ability to network with other community partners, building strong relationships.
Attention to detail, problem-solving and analytical skills.
Strong interpersonal, motivational, leadership, and organizational skills.
Attentive listening skills for the purpose of coaching and conflict resolution.
Demonstrates effective interpersonal and communication skills.
Ability to develop and maintain a team environment; work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
Demonstrated ability to take initiative, be reliable and operate in an environment of accountability.
Ability to demonstrate understanding of and empathy toward cultural differences. Must be sensitive to and respectful of cultural and lifestyle diversity.
Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required, including Vulnerable Child Check (if appropriate).
Alternative combination of education and experience may be considered.

Responsibilities

Oversee all aspects of the Social Service program operations in accordance with the mission and values of The Salvation Army and the facility(ies).
Oversee and direct the planning, organization, and implementation of case management plans.
Liaise with community resources and encourage community involvement in programs, partnerships and program development.
Oversee and support frontline staff in the planning, implementation and continued direction of all program areas involving assigned clients.
Demonstrate an understanding of the psychological and social dynamics of working with individuals who have diverse needs and interests.
Ensure that a spiritual dynamic is included in all Social Service programming.
Develop appropriate and therapeutic relationships with participants, act as a role model at all times as well as with their families/caregivers/staff as necessary to work towards developing positive and open communication.
Develop and implement effective procedures for client intake, case management etc.
Ensure all documentation and records are completed in an organized and timely manner, i.e., shift reports, intake, program evaluations, daily logs, the collection of data and incident reports, daily and monthly statistics and tracking staff hours and schedules.
Prepare and submit reports, proposals, grant applications and program evaluations as requested by internal or external sources; maintain confidentiality of all records and statistical data.
Evaluate client goals, outcomes and overall program effectiveness at regularly appointed intervals and ensure revision of program plans as necessary.
Plan, develop and revise policies, protocols, and day-to-day operating policies for all program areas in compliance with government and The Salvation Army Standards including accreditation requirements.
Have input into program departmental budget requirements.
May participate in the negotiation of contract renewals with funder to enhance program delivery.
Coordinate the delivery of Emergency Shelter/Shelter programs.
Ensure operational services are in compliance with ‘The Salvation Army Emergency Shelter Operating Principles’ and Client-centered Trauma Informed Care
Coordinate the provision of the Case Management Plan Process including intake, counseling, support, referral, networking, and other direct services
Establish and maintain proper records and files for the program, write progress reports, and provide outcomes of the program and the progress of residents
Liaise with community resources and encourages community involvement in the program.
Participate in the development of policy and procedures.
Coordinate the conducting of physical searches; maintains appropriate records of searches and house logs.
Ensure the safety, security and upkeep of the building and grounds.
Provides statistical and evaluative information to management levels when required.
Responsible for purchasing supplies and maintaining inventories.
Responsible for the organization/co-ordination and oversees seasonal or special programs, i.e., Winter Shelter, EWR Programs
Ensure that a proper spiritual focus is applied to Shelter programs & initiatives.
Responsible to demonstrate a positive, professional role model and contribute to the mission and goals of TSA.
Oversee intake process of clients to capture required confidential background information and for ensuring all reporting is accurate, timely, and effective.
Responsible for providing appropriate crisis intervention, basic counseling skills, and support as required.
Represents the facility on various committees and works with other social services agencies within the community.
Provide client with liaison and referral services, as required, to internal services and other social service agencies / resources.
Develop and maintain program and statistical reporting by ensuring all required documentation is timely, accurate, and complete and it meets with Funder requirements.
Follow-up and investigation of all shelter incidents and for making appropriate recommendations.
Attend and participate in meetings as required.
Work with Director to develop programs and procedures as related to client care.
Responsible for developing professionally through attendance at conferences, seminars, and other various training and /or educational courses.
Responsible for maintaining knowledge base of upcoming trends and changes within the social services field.
Responsible for development and succession planning for shelter positions.
Conduct Performance Review and Evaluation annually using PEAC process.
Assist with staff training in accordance with facility policy, as requested.
Document supervision meetings with case workers or other team members ensuring they are accurate and up to date.
Schedules staff in accordance with staffing model and contractual requirements; on-call responsibilities for staffing and emergencies; deals with complaints/grievances within a unionized environment.
Supervise the student placement when placed within the shelter and assist with the development of student plans with the Director; ensuring the criteria of the educational program is met.
Monitor and notify the Director of staff training needs in accordance to policies.
Communicate continually and effectively with team members and is an active and cooperative team member.
Participate in in-house training and in ongoing development of relevant skills/knowledge.
Hire, orientate, train, evaluate, reward, discipline and terminate in consultation with the Executive Director and in compliance with Divisional and Territorial standards.
Schedule staff in accordance with residential standards. Prepare, post, and maintain all departmental staff work schedules for those supervised.
Organizes and oversees all areas of team development including staff training, team meetings, and staff appreciation.
Ensure that employee files are up to date and stored in a secure area.
Responsible for completion and update of employee position descriptions and job duties for those supervised in consultation with the Executive Director or Human Relations.
Conduct regular supervision with staff; ensure that performance reviews are completed, in a timely manner, for all staff.
Ensure that all staff complete any mandatory training or certifications as required; identify any training needs and report to the supervisor.
Monitor staff safety practices in compliance with health and safety standards, and prepare, submit and act on incident reports; provide calming intervention as required ensuring the safety of everyone.
Monitor compliance with health and safety legislation, provide advice, make recommendations and improvements, and assist with the development of company policies/guidelines/handbooks as it relates to health and safety.
Ensure that the measures and procedures prescribed by TSA and provincial/federal legislation are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace.
Responsible to work in compliance with the Provincial Health & Safety Acts and Regulations.
Ensure that proper procedures are followed in the event of a workplace injury or illness, conducting incident investigations when required.
Ensure all contact with donors, staff, volunteers, and the general public are courteous and professional.
Network and refer to The Salvation Army, government, and community social service providers to coordinate resources for the benefit of guests and programs when necessary.
Adhere to standards consistent with the values and philosophy of The Salvation Army.
Practice The Salvation Army professional code of ethics and communicates and cooperates with all co-workers, partners, and clients in a respectful, open, and honest manner, maintaining confidentiality at all times.
Performs other work-related duties as assigned.