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Title: Program Manager, Community Services

Location: Surrey

Position Status: Full-time, 37.5 hours per week

Reports to: Director of Clinical Services or designate Supervision of: Clinical Counsellors Social Worker Supervisor, Peer Support Services Salary Grade: Level 6

Job Summary

The Program Manager manages and plans the day-to-day operations of Phoenix Society's continuing care and community-based counselling, programming, and alumni services, including the Little House program. The position is responsible for program management; facilities management; financial management of approved program budgets; human resource management; case management; and community relations.

Organizational Status

The Phoenix Society is a multi-service agency located in the Lower Mainland of British Columbia dedicated to providing accessible services and opportunities to people who face barriers related to addiction, mental health, housing, education, criminal justice involvement and/or employment.

Work Performed Program Management ? Takes a lead role in ensuring that the operations of the Phoenix community-based counseling and alumni programs achieve a consistent high quality of services, programing and accountability that meets or exceeds requirements and expectations of the funding agreements. ? Develops, coordinates, and evaluates programs and projects to promote alumni relations and educational programs designed to maintain connection with Phoenix alumni. ? Compiles monthly and annual outcome reporting as required by the Society and our funding partners including the City of Delta and PHSA. ? Lead innovative program design and development, with ongoing evaluation of the community services programs according to the organization's strategic directions, goals, and reporting requirements. ? Ensure all staff and volunteers are well-trained and equipped to meet the challenges of their positions in compliance with health directives and WorkSafeBC regulations ? Meet regularly with the harm reduction team leads to swiftly identify emerging issues and respond to the identified needs of clients and staff ? Work closely with the Manager, Mental Health and Substance Use Treatment Programs to identify trends, needs and develop collaborative responses. Perform other duties as required

Facilities Management ?

Ensure that our facilities are maintained to guarantee the satisfaction of our residents, staff, funders, and stakeholders

  • Promote and maintain a welcoming environment, welcoming residents, guests, and staff to our facilities
  • Direct and plan essential services such as reception, security, maintenance, mail, archiving, cleaning, waste disposal, and recycling to ensure that the buildings meet all health and safety requirements
  • Oversee administration and allocation of keys, security swipe cards, and other building security procedures
  • Respond to and manage crisis or emergency situations, including utilities and communication interruptions, fire, floods, break and enters, earthquakes, etc.
  • Manage coordination of services, inspections etc. to ensure minimum disruption to core activities of staff, residents, and other stakeholders in the buildings Financial Management

? Assist in the preparation of budgets and work scopes in coordination with administrative staff for contracted maintenance activities ? Participate in contract development and fundraising activities Community Engagement

  • Establish and maintain relationships with other agencies and organizations in community in order to meet community needs and to ensure that services are not duplicated.

? Represent the Society in the community through effective interaction with all stakeholders including those from human service and health service agencies, the government, media, and the public ? Keep informed about developments in the sector and actively network with external key stakeholders to build effective partnerships. Human Resources

? Compile all documentation for payroll required by administrative staff ? Support the recruitment and selection of new program staff as required ? Provide positive leadership to all program staff and volunteers, encouraging a team approach, professional attitude, and respectful, supportive working relationships

  • Direct plans and coordinate the work of program staff including supervision, evaluation, training, and team building
  • Ensure that training and orientation is completed for new program staff and volunteers

? Conduct performance reviews and planning sessions with program staff and provide on-going coaching and feedback where required ? Execute disciplinary action as necessary with pre-approval from the senior management team


? Bachelor's degree in business, social work, counselling, or a related field ? 5 to 7 years of experience in program management and facilities management, and working with marginalized populations, substance use services, mental health, corrections, etc., or equivalent

? Satisfactory completion of a criminal records check with vulnerable sector screening is required ? Satisfactory completion of Tuberculosis Screening form is required

  • Satisfactory completion of Employee Immunization Record form is required
  • First aid certification with CPR is required
  • Valid driver's license is required

Skills & Knowledge ?

Knowledge of practices for populations with complex needs related to mental health, substance use, and homelessness ? High level of integrity and dependability with a strong sense of urgency and results-orientation ? Strong problem solving, analytical, and creative skills with the ability to exercise sound judgement and make decisions based on accurate and timely analyses

? Strong interpersonal skills and ability to communicate effectively in writing and verbally in English ? Demonstrated commitment to the social sector with a passion for the organization's mission is essential Competencies Approach to Work

? Demonstrates initiative, flexibility, adaptability, and resourcefulness ? Actively seeks and incorporates feedback to inform continuous self-improvement ? Sets goals, creates, and implements action plans, monitors progress, and evaluates results ? Adeptly manages competing tasks and uses time efficiently and effectively

Job Knowledge & Quality of Work

? High degree of relevant and current job knowledge and skill ? Consistently produces accurate, thorough, high-quality work in a timely manner

  • Builds and promotes a culture of health and safety in the workplace
  • Implements and enforces best practices in health and safety within the workplace Judgement & Decision-Making

? Models independent thinking and creativity ? Demonstrates effective problem-solving skills

  • Makes clear, consistent, transparent, and timely decisions after contemplating various available courses of action
  • Exercises sound judgment in the best interests of the organization Communication & Interpersonal Skills

? Expresses themselves clearly and professionally both verbally and in writing ? Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex, and confidential situations

  • Has a manner, style and presence that makes a positive impression
  • Listens to and considers others' views Personal Leadership

? Models the organization's core values of social justice, teamwork, social innovation, and strength-based practices ? Fosters enthusiasm, energy, and commitment

? Takes responsibility for personal actions, performance, and health ? Is reliable and accountable; shows up on time ready to work Teamwork & Collaboration

  • Effectively works with their colleagues to ensure organizational success
  • Champions positive working relationships with staff and external stakeholders
  • Supports an environment of openness, and champions teamwork and communication across programs
  • Leverages the expertise and experience of others for organizational success People Leadership

? Takes responsibility for the success of the organization ? Inspires, motivates, and influences others in the organization

? Acts as an ambassador of the organization, promoting the values and mission ? Demonstrates pride and enthusiasm to the team and promotes cooperation, fairness, and equity People Management

  • Displays interest, concern and respect for their staff and their staff's development
  • Establishes clear roles, responsibilities, priorities, and performance targets for staff
  • Motivates, develops, and retains a talented, high-performing team
  • Gives recognition and acknowledgement to staff for their achievements Task Leadership

? Able to translate the strategic goals and priorities of the organization into an achievable and measurable operational plan for their unit ? Makes clear, consistent, transparent, and timely decisions

  • Displays effectiveness, assertiveness, and persistence in the pursuit of program goals
  • Able to identify gaps in knowledge or capacity and seek the appropriate support and/or resources Task Management

? Strives for high-quality performance and takes initiative to seek improvement in outputs and efficiencies ? Delegates appropriately to fully utilize their staff to accomplish program goals ? Creates a sense of accountability for results ? Oversees and manages the organization's resources, including ensuring sound financial management

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