Program Manager, Shelter and Respite Services, FT

Dixon Hall•Toronto, ON

7d•CA$80,000 - CA$80,000•Onsite

About The Position

The Program Manager, Shelter and Respite Services is responsible for overseeing the day-to-day operations and service delivery within the assigned shelter and respite portfolio. The role focuses on ensuring high-quality, client-centered services that promote community, housing stability, dignity, and overall quality of life for clients. The Program Manager provides leadership and support to management teams, ensures operational and quality standards are maintained, and works collaboratively with internal departments and external partners to strengthen and enhance service delivery. This position also plays a key role in staff supervision, community partnerships, program development, compliance, and continuous improvement initiatives across Shelter and Respite Services.

Requirements

Post-secondary degree in Social Sciences or a related field, or an equivalent combination of education and experience
Minimum of five (5) years of management experience within the social services sector.
Experience working in a unionized environment
Strong knowledge of homelessness services, social housing, the social service system in Toronto, and relevant legislation
Demonstrated experience in staff supervision, coaching, and team development
Excellent verbal and written communication skills
Proven leadership skills with the ability to achieve outcomes and support service improvements and organizational change
Strong organizational, administrative, problem-solving, and decision-making skills
Ability to work effectively under pressure and manage competing priorities
Experience with community-based resources, quality improvement initiatives, and program evaluation
Demonstrated ability to work collaboratively with diverse stakeholders, including community organizations, government partners, residents, and service providers
Strong computer skills, including proficiency with Microsoft Office and experience using evaluation or research-based software
Ability to build and maintain positive working relationships within the community sector
Self-directed with the ability to work independently and collaboratively within interdisciplinary teams
Legally entitled to work in Canada
Ability to provide a satisfactory Vulnerable Sector Check that meets operational requirements

Nice To Haves

fluency in a second language is considered an asset

Responsibilities

Develop and implement strategic initiatives that strengthen community engagement and client support services
Build and maintain partnerships with community agencies, neighbourhood groups, and external stakeholders
Support the recruitment and hiring process in collaboration with the People and Culture department to ensure staffing needs are met in a timely manner
Consistently apply the terms of the Collective Agreement within the department
Participate in service planning, program evaluation, and data collection initiatives
Respond effectively in high-pressure situations and provide operational support outside regular business hours when required
Ensure Infection Prevention and Control (IPAC) measures and audits are implemented and maintained across all shelter and respite programs
Oversee Quality Assurance processes and ensure compliance with Toronto Shelter Standards, case management practices, and service planning requirements
Monitor staff performance, accountability, and professional development through ongoing supervision and evaluation
Ensure all contracted services comply with applicable shelter standards and agency expectations
Promote understanding of Anti-Black Racism and its impact on mental health and service delivery
Ensure alignment with TSS-CABR directives and oversee related training, programming, food supports, hygiene supplies, and anti-racism initiatives
Oversee fire safety and emergency procedures and ensure all follow-up actions are completed as required
Provide leadership and support to Shelter and Respite Management Teams in delivering high-quality services
Ensure compliance with relevant legislation, agency policies, procedures, and Toronto Shelter Standards
Support program budgets and monitor key performance indicators and service targets
Coordinate responses to situations impacting clients, staff, or the surrounding community, including communication with relevant stakeholders
Oversee implementation of complaints and appeals processes across shelter and respite programs
Ensure record keeping, documentation, and administrative systems are maintained effectively and accurately
Provide supervision and operational oversight to staff working within the assigned program site(s)
Ensure staff adhere to the organization’s Customer Service principles and Code of Conduct
Participate as an active member of the management team to support consistent and effective service delivery across programs
Develop and strengthen partnerships with community support agencies and external stakeholders
Collaborate with internal departments and external partners to improve service coordination and outcomes
Participate in Dixon Hall’s Performance Development Program
In partnership with the Human Resources team, support staff training and professional development opportunities that enhance service delivery
Identify and address concerns related to unethical conduct or practices that are inconsistent with agency policies, procedures, or Toronto Shelter Standards
Participate in internal and external meetings as required
Support the development of job descriptions, work plans, and recruitment processes in collaboration with Human Resources
Perform other related duties as required
Directly supervise staff assigned to the program site(s)
Work with the Human Resources team to support recruitment, onboarding, and staffing processes
Review and approve bi-weekly timesheets, overtime requests, sick time, and vacation requests
Participate in progressive discipline processes when required
Foster a positive, accountable, and supportive team environment
Work collaboratively with the management team to identify program goals, objectives, and operational priorities
Identify service trends, gaps, and opportunities for improvement
Chair or participate in committees, working groups, and project-related initiatives as required
Ensure Health and Safety standards are maintained across all program areas
Approve program expenditures within assigned signing authority limits
Ensure reports, files, and documentation are completed in accordance with funder requirements and agency standards
Maintain accurate program data, statistics, and operational records
Perform other duties as assigned