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service manager

Job Description

The Community and Family Services Manager will provide leadership and oversight to a range of relevant, holistic, community programming developed to meet the needs of the families that we serve through the ministries of The Salvation Army Guelph Community and Family Services. The incumbent is required to ensure all programming complies with The Salvation Army Standards. They direct staff, counsel clients, advocate with the community, exercise fiscal oversight, draft policies, and procedures, supports all programming and network with the community.

KEY RESPONSIBILITIES:

General

• Ensure the ministry objectives are consistently accomplished and that a spiritual focus is applied to all program initiatives; refer clients to the Corps Officer for pastoral care assistance.
• Ensure that all duties are completed in accordance with the principles, standards, policies, and procedures of The Salvation Army.
• In consultation with the Corps Officer, assist with the development and implementation of policies and procedures; that programs meet contractual and legal, requirements.
• Report any safety hazards, maintenance concerns or problems, equipment, or supply needs to the Corps Officer.
• Ensure a professional rapport in all dealings with other members of the Leadership Team, staff, volunteers, and other agencies.
• Work with the Corps Officer and CFS team to ensure that programs (including program reviews and evaluations) meet contractual, legal, and internal accreditation requirements.

Program

• Provide oversight and leadership to community ministries programs and special events, ensuring ministry objectives are consistently accomplished and that a spiritual focus is applied to all program initiatives.
• Lead the process of intake services, client assessment and emergency assistance for clients, as well as short-term spiritual support; monitor and ensure consistency in case management system practices and ensure all records relating to casework are accurate and timely, and that confidentiality is maintained.
• Research, plan, develop, prepare, and deliver creative and innovative new programming designed to address the philosophy of “breaking the cycle of poverty” and programming/policy initiatives to address ongoing client needs.
• Conduct an internal program review and environmental scan to develop effective, community impact programming; assess community needs and review client feedback to determine potential alternate programing and develop and recommend a strategy for the implementation of such for consideration by the Corps Officer and management team.
• Listen and attempt to resolve all client complaints and monitor conduct; monitor bio/psycho/social health concerns of clients.
• Assist the Corps Officer and CFS team with ongoing strategic planning to ensure programming reflects client
• Network with Salvation Army, government, and community social services providers to coordinate resources for the benefit of clients and program.
• Assist and/or support in the coordination and organization of annual donation and fund-raising efforts and/or special or seasonal programs and events, i.e. (Food Drives, Christmas Toy Distribution, Coat Program, Summer Camp and Backpack Program, Christmas Kettle Campaign, Christmas Assistance Program, and Community Dinners, Golf Tournament, Princess Project etc., and participate in community pick-ups as required.
• Provide positive visibility for The Salvation Army within the community through service club participation, media relations, and public relations, etc.
• Responsible for the maintenance, delivery, supply, and storage of emergency food provisions.
• May engage and provide input into a local Emergency Response Plan, assisting with provincial/federal emergencies as

Human Resources

• Hire, orientate, train, reward, discipline in consultation with the Corps Officer ensuring compliance with and Territorial/National Standards, and the Ontario Division Human Relations Department.
• Responsible to ensure that each position for those supervised has a clearly defined and up-to-date job description and job duties, outlining that employee’s authority and responsibilities, in consultation with Ontario Division Human Relations Department and Corps Officer.
• Develop strategies and recommendations for employee/volunteer development.
• Provide support and team leadership to staff/volunteers and ensure that they work together to achieve the purposes of the organization.
• Conduct regular supervision meetings with those supervised; complete regular performance evaluations (including probationary period) and appraisals with direct reports and dialoguing with employees bi-annually for goal setting (PEAC) and evaluation.
• Responsible to review and assign weekly workload and preparation of schedules for all Community and Family Services staff/volunteers.
• Ensure that all employees/volunteers maintain any mandatory training or certification; identify any training needs and reports to the Corps Officer.
• Facilitate student placements, liaising with educational institutions for recruitment and supervision purposes.
• Assist in payroll entry including payroll supervisory functions in UltiPro inclusive of approving vacation, sick time, timesheets, etc. for staff where applicable.

Finance and Administration

• The incumbent prepares departmental annual budgets in consultation with the Director of Business and Property; prepares revenue projections for the department; monitors departmental expenditures; and may liaise with auditors or funding officials.
• Plan, develop and revise policies, protocols, and day-to-day operating procedures for all areas of program operations in compliance with Government and The Salvation Army Standards including accreditation requirements (if required) in consultation with the Corps Officer and CFS team.
• Responsible for office administration including but not limited to data analysis, program evaluations, progress reports and statistical reporting as required in a timely, accurate, and organized manner.
• Ensure that accurate records of client information are maintained and provide operational and statistical reports as needed.
• Prepare and submit reports, program reports/evaluations and/or business plans as requested by internal or external sources; maintains confidentiality of all client and staff records and statistical data in a timely and organized manner.
• Assist and support the preparation, delivery, and promotion of programming throughout the community through program flyers, promotional materials, and community presentations.
• Prepare, analyze, submit, and act on incidents and occurrences reports.
• Prepare written reports as requested by other agencies or individuals, following receipt of client’s endorsed disclosure authorization and in accordance with internal policies and procedures.

Health and Safety

• Ensure safety of employees, volunteers, and clients, i.e., clear fire exits, no obstacles inside/outside office, clean spillage; ensure that the property is always secured.
• Responsible to maintain a level of competency and understand Sections 25 and 26 of the Occupational Health and Safety Act (OHSA).
• Ensure that the measures and procedures prescribed (OH&SA) are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace.
• Provide oversight of WSIB claims and other health and safety matters in Community and Family Services and ensure that proper procedures are followed in the event of a workplace injury or illness; supervision of the Early and Safe Return to Work Program.
• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
• Be a member of the Joint Health and Safety Committee
• Ensure the Community and Family Services Department is cleaned regularly according to acceptable health standards and that physical property is maintained, arranging for repairs as necessary.
• Provide oversight to WSIB claims and other health and safety matters as required, participate in the supervision of Early and Safe Return to Work plans where applicable.

Perform other related duties as required.

Working Conditions:

• This is a permanent full-time position based on 40 hours per week.
• Flexibility in scheduling required, some weekend and evening work will be required.
• Requires working at a computer, standing for periods of time; being able to carry lift/move, 50 and less; un-packing delivery vehicles; bending; twisting; keyboarding and sitting for extended periods of time.
• Will be required to carry a cell
• The working conditions are such that to meet the operational needs of the job flexibility is required as it relates to hours of work and work schedule.
• Travel is required and associated with this position (up to 10%).

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Completed an Undergraduate University Degree, preferable in Human (Social) Services field.
• Safe Food Handling and First Aid/CPR Certifications are required.
• Alternative combinations of education and experience may be considered.

EXPERIENCE AND KNOWLEDGE:

• Minimum of five (5) years of prior related experience, including, experience in a specialized social services program budget controls, managing people, managing resources, and communicating orally and in corresponding with community partners.
• Knowledge of community-based resources and experience networking with government and social service agencies.
• Valid Ontario Class “G” Driver’s License, personal vehicle required and insurance, current copy of driver’s abstract for review and verification that is satisfactory to The Salvation Army, in its sole discretion, is required.

SKILLS AND CAPABILITIES:

• Supervisory/management skills and the ability to lead, coach and motivate employees and volunteers while ensuring every reasonable precaution is taken for the health and safety of workers.
• Participate as an active and responsible team member.
• Represent the organization in a professional and engaging manner.
• Proficiency in the use of computer programs such as Word processing, Spreadsheets, Databases, E-mail, and Internet etc.
• Attentive listening skills for the purpose of supervision, coaching, and conflict resolution.
• Ensure compliance with policies and procedures as it relates to external funders.
• Lead by example, demonstrate a positive attitude, a strong work ethic, and a willingness to learn.
• Sensitivity, awareness, and understanding of client’s needs, problems, interests, skills, deficiencies, and idiosyncrasies; respect and work effectively with individuals of diverse culture, socioeconomic, and ethnic backgrounds.
• Demonstrate a high level of integrity, good judgment, and ability to maintain appropriate confidentiality.
• Attentive listening skills for the purpose of supervision, counseling, and conflict resolution
• Self-motivated and disciplined.
• Adaptability: Demonstrate a willingness to be flexible, versatile, and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
• Behave Ethically: Understand ethical behaviour and business practices and ensure that own behaviour is consistent with these standards and aligns with the values of the organization.
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques in both one-on-one and group settings.
• Creativity/Innovation: Develop new and unique ways to improve the community-based programming and to create new opportunities.
• Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Organize: Set priorities, monitor progress towards goals, and track details, data, information, and activities.
• Communicate effectively, and exercise good interpersonal skills by displaying tact, courtesy and patience with clients, staff, and community
• Ability to undergo applicable screening and background checks successfully that are satisfactory to The Salvation Army, in its sole discretion (i.e., The Salvation Army Abuse Registry) and provide an original copy of a Background Check with vulnerable sector screening.
• Ability and 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.

The Salvation Army offers accommodation for applicants with disabilities in its recruitment process. If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

We thank all applicants, however, only those candidates to be interviewed will be contacted.

You must advise your managing supervisor of your intentions prior to submitting your application.

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