Senior Manager, Resettlement and Integration

Reception House•Waterloo, ON

13d•CA$70,000 - CA$75,000•Hybrid

About The Position

The Senior Manager, Resettlement and Integration provides overall leadership, strategic direction, and operational oversight for Reception House’s resettlement services, ensuring that newcomers receive high quality, coordinated, and client‑centred support that promotes successful integration and progress toward self‑sufficiency. The role is responsible for guiding the development and delivery of resettlement programs, so they align with client needs, contractual and regulatory requirements, staffing models, and organizational priorities. By leading program staff, and maintaining accountability for service delivery and performance, the Senior Manager ensures that services are delivered efficiently, consistently, and in compliance with funder expectations. This role supports continuous improvement, the implementation of best practices, and the effective monitoring of outcomes and performance standards, while addressing escalated issues and managing risk. The Senior Manager is a member of the Senior Leadership Team (SLT) and plays a key role in advancing Reception House’s vision of building a welcoming community for refugees, maintaining ultimate accountability for staff performance, program quality, client satisfaction, and organizational impact.

Requirements

At least 5 years experience working within a re/settlement agency or refugee serving organization required.
Minimum 5 years project management/managerial experience, preferably in the not-for-profit and/or resettlement sector(s).
Minimum post-secondary education, or degree and/or certificate in social sciences, political science, or similar program ensuring understanding of marginalized and vulnerable populations.
Proven ability to lead a large and diverse multi-disciplinary team of employees in multiple locations.
Knowledge of local community resources.
Demonstrated experience delivering high quality, trauma-informed services to clients with diverse backgrounds and experiences.
Understanding of and able to manage program databases and non-profit financial budgets.
Demonstrates excellent computer skills and proficiency with commonly used programs, including Microsoft Office Suite environment.
Ability to learn and effectively use various data collection and database management systems as required.
Demonstrated ability to use strengths-based, client-centered, and trauma-informed approaches to service delivery.
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
Conforms to quality standards and practices, including clients’ rights, privacy and confidentiality, risk management, etc.
Exhibits excellent interpersonal communication skills including the ability to establish and model strong personal boundaries.
Ability to communicate and interact with a wide variety of people having diverse social concerns and problems.
Expresses ideas and thoughts clearly. Exhibits good listening and comprehension skills.
Results orientated, with a demonstrated willingness to strengthen services and the organization to achieve desired objectives and targets.
Demonstrated ability to establish and maintain professional boundaries with staff and clients.
Excellent attention to detail with the capacity to follow extensive documentation demands.
Pro-active approach to tasks;
Possess compassion, flexibility, and adaptability;
Strong interpersonal and cross-cultural communication skills required to work with clients, team members and the general public;
Problem solving/analysis skills;
Ability to work in a fast-paced, culturally diverse and high stress environment;
Ability to work productively in a team setting and independently.

Nice To Haves

Previous work experience within a Resettlement Assistance Program (RAP) is an asset.
Experience working directly with Immigration Refugees and Citizenship Canada (IRCC), government departments and federally-funded programs preferred.
Prior experience managing non-profit budgets and working with SageAP and GCS is preferred.
Fluency in a second language relevant to the community is an asset.
Valid Driver’s License and access to a vehicle an asset.

Responsibilities

Responsible for the training, support, supervision, and performance evaluation of direct reports;
In collaboration with the Frontline Supervisor, oversees the training and performance evaluation of RAP front line staff;
Works with HR following the established recruitment process to hire new RAP team members while adhering to any hiring procedures;
Provides guidance and support to employees through intensive initial and ongoing supervision and training in all aspects of the program;
Promotes teamwork, monitors and coordinates direct report’s workload, delegates responsibilities, and holds staff accountable;
Utilizes trauma-informed and person-centered supervisory techniques to address and model self-care and personal boundaries;
Ensure excellent leadership of resettlement and integration teams through communication, change-management, and team-building, helping to promote a culture of collaboration, inclusion, excellence, and continuous improvement within RH’s diverse culture.
Contribute to ensuring team members establish credible and trusted relationships with both internal and external clients, partners and stakeholders to the organization.
Ensures effective communication and shares key information with others throughout the organization including with direct reports, program managers, directors and between departments as necessary;
Effectively manage change within department including environment, responsibilities, tasks and people.
Supervises the day-to-day delivery (both in-person and digital) and coordination of resettlement and integration programs, including Resettlement Assistance Program (RAP) and smaller associated grants;
Maintains current knowledge of resettlement program(s) in order to assist clients’ ongoing resettlement;
Act as the primary contact for the funder with regards to the RAP program;
Develop, plan, and implement policies and procedures for resettlement services, ensuring compliance with funder requirements;
Ensures appropriate procedures, policies, documentation, narrative and activity reports are completed in accordance with funder and organizational requirements;
Monitors program budget and prepares financial reports in consultation with Finance Manager, as required, including annual program budget, forecasts of cash flow, financial claims, and contribution agreement amendments;
Ensure timely collection of program data, services tracking and implementation of evaluation tools and systems;
Ensure delivery of quality resettlement services through ongoing monitoring and evaluation of programs;
Develops and maintain sustainable service delivery partnerships with other community service providers in support of program activities;
Develop partnerships, contracts and agreements as needed with vendors related to the program delivery;
Manage and implement program evaluation processes to help identify program/service gaps and develop the solutions to address;
Participating in the development of the annual budget, and financial and activity reports for IRCC, CEO or the Board;
Attend committee, community events and conferences to promote the services and build community capacity, as assigned;
Continuously work with leadership to improve the quality of programs and services;
Other duties as assigned.