Program Manager Location: In office 4 days/week (1 day virtual) Salary: $80,000-85,000 per annum, with benefits and pension program Position type: full-time, permanent Reporting to the Executive Director, the Program Manager is responsible for the management and quality assurance of programs and services provided by the organization, including the training and supervision of coordinators, counsellors and facilitators. All management activities will be aligned with the organization's vision and mission. PRIMARY RESPONSIBILITIES Management • Carry out management responsibilities in accordance with organizational policies and procedures, including the management of direct reports, staff development, orientation, training and performance management. • Provide strategic direction to staff regarding performance standards, work plans and goals. • Provide direct supervision to assigned frontline program staff. • Assume overall responsibility for the effective operation of all programs and services, including quality assurance, process improvement, data management, reporting and feedback from clients, staff and funders. • Identify and implement tools, processes, interventions or infrastructure necessary to support the success of programs and services. • Provide strategic and operational leadership in the development, implementation and evaluation of programs. • Address client complaints in a timely manner and in accordance with organizational policies and procedures. • Oversee the maintenance of client records in the agency database, ensuring compliance with regulatory, legal and ethical standards. • Support staff in developing program-specific promotional and educational materials. • Conduct regular staff performance reviews and provide appropriate and constructive feedback. Community Engagement • Maintain current knowledge of trends, initiatives and best practices in the sector, and support their integration into the agency's programs as appropriate. • Network with external organizations through public speaking, in-service training, conferences and other professional development opportunities. • Connect with businesses and corporate sponsors to secure financial resources and partnerships that support effective programs and services. • Support the achievement of annual program funding and partnership targets established by the organization. Administration • Participate as a member of the management team in organizational planning, decision-making and the development and implementation of agency-wide policies and procedures. • Lead strategic and annual operational planning for the organization's programs and services. • Work with the Executive Director to prepare, monitor and manage annual program budgets. • Monitor program expenditures and ensure resources are used responsibly and in accordance with approved budgets and funding agreements. • Support grant applications, funding proposals, reports and requests for new initiatives and core program funding. • Ensure programs comply with funding agreements, reporting requirements, organizational policies and applicable legislation. • Provide backup support to the Executive Director, as required. • Ensure the delivery of high-quality, inclusive, anti-oppressive, trauma-informed, accessible and client-directed services. • Perform other duties as assigned. Qualifications • Degree in social work, social services, counselling, nonprofit management or a related field. • At least five years of relevant nonprofit or community-service experience, including three years in a supervisory or management role. • Experience overseeing multiple programs, staff teams, budgets and funder requirements. • Strong knowledge of program planning, evaluation, quality assurance and performance management. • Experience managing client concerns, staff development, data reporting and service improvement. • Demonstrated ability to develop partnerships, funding proposals and community relationships. • Knowledge of trauma-informed, anti-oppressive, accessible and client-centred service delivery. • Strong leadership, communication, conflict-resolution and organizational skills. • Proficiency with Microsoft Office and client or program databases. • Ability to work four days per week in the office and attend occasional evening or weekend events. • Vulnerable sector screening may be required. How to Apply We thank all applicants for their interest. Only those selected for an interview will be contacted.