Withdrawal Management Program Manager

The Salvation Army Canada and Bermuda Territory•London, ON

1d•CA$55,245 - CA$82,888•Onsite

About The Position

The role is a front-line management position which is focused on overseeing Social Services program(s) as well as carrying a certain caseload and/ or assisting the leadership team in managing a facility assisting clients through difficult times and promoting moving towards self-sufficiency.

Requirements

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 Child Check (if appropriate).
Completion of a formal post-secondary/college diploma program of two 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.
three years of recent progressive related experience including supervisory/team lead experience in an applicable social service field.
Proficient in Microsoft 365 computer programs.
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.

Nice To Haves

Alternative combination of education and experience may be considered.
Willingness to complete Emergency First Aid & CPR, Non-Violence Certificate, and Mental Health First Aid Certificate once hired.
Willingness to complete other certification required by The Salvation Army and federal/provincial legislation once hired.

Responsibilities

Responsible for the overall daily operation and management of the Case Management Team
Participate and support team in case conferences with partner agencies
Responsible for the data base and networking with other service providers for consistent reporting functions
Ensure Caseworker team develops and maintains client intervention/case management system including accurate, up to date, and complete documentation to Funders and Salvation Army standards
Lead weekly case management meetings with team
Review individual case workers/resource workers case notes, when required
Regularly review and recommend, if necessary, revisions to operational policies and procedures
Participate in meetings with community partners to ensure all referrals for housing are passed to the appropriate housing service provider
Escalate higher-level issues/concerns to the Leadership team for their guidance/resolution
Provide case management for clients by maintaining a caseload, keeping appropriate and complete records on all contacts and sessions as required by policies and procedures.
Provide individual sessions, and interventions, as needed, to help obtain housing and/or good health outcomes, including but not limited to short-term crisis intervention, ongoing case management, training and education, and community development and networking.
Conduct intake and risk assessments
Identify service issues/gaps/needs and bring to the attention of the Leadership team
Develop and implement case management of assigned clients; assist clients in establishing goals, monitor progress, and prepare discharge plan
Monitor appropriate behavior; intervene in crisis situations, provide emotional support and advocacy as required
Contact social services other agencies whenever necessary to provide client referrals
Engage in the development of inter-personal relationships that promote dignity and respect
Provide programming updates to manager of residential services
Document and report program stats on a monthly or as needed basis
Engage verbally and through email with outside agencies regarding client needs
Assist with statistical reports and other documents for DHQ/THQ/funders
Maintain accurate, comprehensive, legible, and current client file records
Prepare and/or input appropriate forms, monthly statistical recording, and reporting
Supervise and provide day-to-day direction to the Frontline Workers in accordance with established policies and procedures including Employment Standards and payroll procedures
Schedule, conduct and document regular supervision meetings
Conduct Performance Reviews quarterly and Evaluations annually using PEAC process
Ensure staff work within all Health and Safety practices/protocols
Attend and actively participate in Case Management and Chair Team meetings
Provide back-up support to shelter and management positions and their functions as required
Complete shift schedules in accordance with current policies and legislation
Supervise and support Frontline Workers in providing clients with appropriate support, including system navigation, referrals and basic need provision
Ensure clients receive proper Customer Service while relating to the shelter staff
Read daily the logbooks and arrange necessary follow-up
Read and review client medication sheets to ensure that they are properly completed by staff and match the actual medication in the cabinet for each client
Assist with monitoring the Service Restrictions imposed on clients
Ensure the shelter is kept in a clean and organized/orderly fashion
Prepare incident reports and submit reports when they occur and ensure WSIB forms are completed and submitted
Review client incident report created by FLW and review camera footage and follow up on incident report regarding next steps for the client and possible training of employee
On call duties for residential issues as scheduled
Monitor and maintain the Frontline Worker relief pool
Ensure up to date Frontline Worker staff contact information is updated in UltiPro
Ensure that all employee and client files and information is kept under lock and key and held in the strictest confidentiality
Gather and submit statistical information on a monthly basis
Compile and submit the monthly reports, as needed
Provide technical and operational direction and ensure Homeless Individuals and Families Information System (HIFIS) entries are completed properly
Assist in ensuring the shelter complies and meets the standards for Quality Assurance & Accreditation
Attend Committee and Agency meetings as directed by the Director
Participate in the Policy Review Committee
Conduct tours of building for groups or individuals as requested
Assist the Director with the creation of the budget
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
Complete shift schedules in accordance with current policies and legislation
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
Run/assist with the full cycle recruitment of team members including orientation
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 at case management meetings, in-house training and in ongoing development of relevant skills/knowledge
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.