PROGRAM MANAGER, Mission

Program Manager– Group Living, ILC, CPS, On Call Community Living Cambridge (CLC) ensures that individuals with developmental and intellectual disabilities are supported through meaningful opportunities and experiences. The Program Manager is responsible for the safe and efficient operation of assigned programsthat provide supports for individuals who have an intellectual and/or physical disability or dual diagnosis. This includes accountability for the performance and staffing of programs, quality assurance measures (MCCSS Quality Assurance Measures [QAM]), budgets, and administrative duties. The Program Manager is accountable for the health, safety and physical wellbeing of all of the individuals supported and staff in the programs.

The Program Manager ensures the individuals supported have choice and responsive person‑centered planning in accordance with the values, guiding principles and policies of CLC. The Program Manager is responsible for ensuring that teams, programs and services meet quality, health and safety, organizational, legislated and collective agreement requirements.

The Program Manager demonstrates a thorough understanding of the developmental services sector, its changing nature and the Organization’s mandate. The Program Manager exemplifies and leads a team to fulfil the CLC’s Mission, Vision and Values and demonstrates respect for the dignity and confidentiality of individual participants, families and staff.

Key Responsibilities

Provide regular supervision to staff in accordance to CLC’s policies, QAM indicators and the collective agreement to ensure assigned duties are completed and the (Associate) Director is kept informed of relevant individual and program information.

Providing leadership and support to programs in attaining and maintaining QAM indicators, in accordance to MCCSS and CLC’s policies and procedures.

Accountable for each staff member to be thoroughly familiar with all safety/emergency procedures, program specific operations, and utilization of equipment.

Accountable for training and/or opportunities to attend training for all staff to ensure they are able to perform their duties competently, maintain current mandatory certifications and keep updated on policy and legislative requirements.

Oversee the implementation and submission of reports, documentation and assessments required by MCCSS/QAM, CLC and other authorities.

Ensure documentation as required by the program is completed, i.e., medications, communication logs, program data, incident reports.

Promote positive collaboration among team members, locations and departments to best meet and evolve supports across the organization.

Develop open and responsive relationships with internal and external stakeholders including people supported, families and community partners.

Accountable for staff meeting the health and well‑being needs of individual supported.

Advocate on the individual's behalf to ensure their rights are respected and all needs are met.

Accountable for the adherence by all staff to the policies and procedures of reporting and investigating allegations of abuse and serious occurrence reporting.

Administration

Accountable for the proper documentation to support employee training, performance and attendance management and any other concerns. Responsible for recommendations with respect to hiring, discharging and corrective action in consultation with Human Resources.

Accountable for programs and staff operating in compliance to MCCSS, QAM, to the Occupational Health&Safety Act, with the CLC policies, procedures, values, visions and health and safety program.

Adhering to current budgets and fiscal restraints, financial policies and procedures.

Accountable to ensuring work schedules are accurate and meet the needs of the program by the time of posting, and for notifying appropriate department of any scheduling concerns.

Facilitate regularly scheduled team meetings and post meeting minutes. Follow up with any staff who do not attend mandatory meetings.

Participate in committees as assigned.

Accountable for the implementation and follow up of individuals’ ISP in accordance to CLC’s processes.

Ensure programs are maintained in clean and safe condition, in accordance to health and safety and QAM standards.

Required to supervise other areas as needed.

Be thoroughly familiar with the policy and related legislation and serve as a resource for staff on it.

Other

Attend all required training sessions and complete regular recertification programs before expiration (e.g., First Aid&CPR, Safe Management, etc.).

Complete any necessary documentation required by the Ministry of Children, Community and Social Services, Compliance and Audit guidelines.

Working hours must reflect supporting programs of the 24/7 operations of CLC.

Work an on‑call rotation when required and be part of a backup on call schedule.

Be thoroughly familiar with and abide by the CLC health and safety policy and procedures, using safe practices at all times, and reporting all unsafe conditions, accidents, hazards, and practices to (Associate) Director’s immediately.

Be knowledgeable with program specific and CLC policies, procedures and collective agreement and work within applicable frameworks.

Must be able to perform the essential duties of the position.

Perform other duties as required.

Working Conditions

Pressures: As this is a managerial‑level job, stress is an inherent part of the role. The work is performed in an environment where there are significant pressures from various stakeholders. The incumbent will work in a busy operation with competing demands arising from all aspects of the organization. They must also expect to deal with staff who are upset about decisions or circumstances affecting them. Being able to manage some significant levels of stress is considered an essential duty of the position.

Sensory Attention: Mental concentration is required for reading and computer work.

Working Hours: While the majority of work will be weekdays, evenings and weekends are required to support the 24/7 operation of CLC. Working hours must be flexed to provide ongoing supervision and support to staff working various schedules.

Physical: This position requires long periods of sitting, typing and computer use. There is also some bending, lifting and reaching in, and moving objects/equipment and general office duties.

Location: This position requires daily travel to programs, and working hybrid is possible with Associate Director approval.

Qualifications

Degree or diploma in Human Services, Social Services, Psychology, or other related field (or equivalent education and experience).

A minimum of three years’ experience at a management level including supervisor, preferably in a unionized environment.

Minimally 5 years of progressive experience in providing support to those with developmental disabilities in a variety of roles including those that demonstrate leadership. Experiences should include report writing, staff training, coaching others, knowledge of participant needs and strategies to support them.

Demonstrate a person‑centered philosophy and commitment to CLC’s mission.

Good understanding of various intellectual, psychological, or behaviour related disabilities and appropriate intervention protocols; strong knowledge and understanding of the resources available within the community and how to access them.

Experience working with people presenting challenging behaviours, trauma and mental health needs is preferred.

Self‑motivated and proactive, with excellent planning, organizing, multitasking and time management skills.

Self‑directed, able to manage self, teams and projects independently.

Strong leadership and supervisory skills, able to lead a team with a collaborative approach to supporting people who receive services.

Strong interpersonal and relationship building skills with all workplace parties.

Demonstrated resourcefulness, creative problem solving ability.

Strong mediation, conflict resolution and decision making skills.

Strong listening, observation and communication skills.

Demonstrated ability to manage crisis situations.

Demonstrated financial and budgeting experience.

Strong administrative and technological skills; Intermediate or higher level computer skills (Word, Excel, Power Point, Internet).

Current valid driver’s license and own reliable transportation to use daily in the course of employment.

Certification in First Aid, CPR, and Safe Management.

Must have strong organizational and time management skills along with being resourceful and flexible to meet changing demands of the role.

Must work flexible hours.

Must be able to provide a satisfactory Vulnerable Sector police check.

Core Competencies

Advocating for Others: Calculates impact of actions and works.

Creative Problem Solving and Decision Making: Identifies and considers options to solve a problem or issue.

Developing Others: Provides in‑depth coaching.

Fostering Independence in Others: Encourages individuals within the organization to empower others.

Holding People Accountable: Holds people accountable for performance.

Leading Others: Builds commitment to a compelling vision.

Managing Change: Follows through on change initiative.

Resilience: Delivers results with a high level of consistency over a long period of time.

Prioritization: Prioritize workflow when faced with various conflicting priorities; ability to multi‑task to achieve all deadlines.

Adaptability: Adapts and responds to changing conditions, priorities, technologies, and requirements.

Communication: Expresses and transmits information with consistency and clarity. Excellent verbal and strong written communication skills.

Strategic Thinking and Change Management: Analyzes and interprets the strategic direction of the program. Has a clear and firm understanding of the mandate, goals, and objectives of the program and uses that information to develop responsibilities, tasks, goals, that align with long‑term plans and growth.

Decision Making: makes concrete, well‑informed and thought‑out decisions that support the mandate of the program in relation with the organization. Has the ability to make quick, effective decisions with limited details.

Health and Safety: Ensures that health and safety policies, procedures and regulations are adhered to.

Community Living Cambridge is an equal opportunity employer. We are committed to inclusive, barrier‑free recruitment and selection processes and work environments. If you are contacted for a job opportunity, please let us know of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be kept confidential.

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