Outreach Program Manager

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

POSITION PURPOSE SUMMARY:
The Outreach Program Manager is responsible for leading and overseeing Outreach and Housing Programs, ensuring services are delivered effectively and in alignment with The Salvation Army's policies, standards, and mission. This front-line management role provides supervision and support to staff, oversees program operations and case management, manages or assists with client caseloads, and addresses complex client needs. The position works collaboratively with internal teams, community partners, and municipal stakeholders to ensure clients receive appropriate supports that promote stability and self-sufficiency. Additionally, the Program Manager contributes to program development, maintains service quality and documentation standards, and ensures resources are used efficiently to achieve positive client outcomes.

ACCOUNTABILITIES:

1. General

• Provide oversight and leadership to both the Housing First and Outreach programs, ensuring organizational and departmental objectives are consistently accomplished.

• Provide guidance and support to Housing Workers and Outreach Worker regarding client needs, complex cases, service barriers, and appropriate interventions.

• Assist staff in problem-solving complex or high-risk client situations and, when appropriate, meet directly with clients to address concerns, expectations, barriers, and possible solutions.

• Ensure program staff are following departmental procedures, case management expectations, documentation requirements, and established service guidelines.

• Meet and communicate with City representatives and other community partners regarding Housing services, client needs, programming expectations, service delivery, and emerging concerns.

• Ensure confidentiality is maintained in accordance with The Salvation Army policy and applicable legislation regarding client records and statistical data.

2. Program

• Lead and, where applicable, perform all aspects of the case management process, including intake, assessment, goal planning, referrals, transition, and follow-up.

• Develop, plan, implement, and oversee relevant Housing, and Outreach programming in consultation with the Program Director.

• Oversee case management services, ensuring staff complete appropriate assessments, service planning, documentation, applications, referrals, advocacy, and ongoing support based on clients’ identified needs.

• Oversee housing support services, including housing searches, viewings, client preparation, housing placement, move-in, and transition for aftercare and continued support.

• Oversee program and services, including Pathway of Hope, ongoing case management, community referrals, advocacy, aftercare, and supports aimed at promoting client stability and independence.

• Conduct monthly case management meetings with Housing AND Outreach staff to review client progress, barriers, complex cases, service needs, and next steps.

• Provide consultation and support to staff regarding complex client situations and assist with developing appropriate solutions and service plans, including direct client involvement when management support is required.

• Participate in Restrictive Services meetings and forgiveness reviews to review client restrictions and determine appropriate next steps in accordance with established guidelines.

• Monitor client behaviour, intervene in crisis situations, and provide emotional support and advocacy as required.

• Develop and maintain working relationships with community service providers, housing providers, municipal partners, and other agencies to support effective service delivery and client access to resources.

• Attend relevant Pathway of Hope, Housing, City, community partnership, program meetings, and training as required.

3. Administration

• Ensure that all program client/case management files are properly maintained.

• Effectively utilize computer management systems to record participant documentation while maintaining confidentiality and providing statistical reports.

• Prepare and submit program reports, statistics and evaluations as requested in a timely, accurate and organized manner.

• Record and document all major occurrences and send them to Program Director.

• Represent the organization in a professional and engaging manner.

• Always treat the property of The Salvation Army with due care and caution and act in the best interest of the employer.

4. Human Resources

• Participate in hiring, orientation, training, and employee (Include internship student and volunteer) development, provide ongoing, consistent coaching, performance feedback, and manage employees’ performance evaluation.

• Responsible for preparing, and maintaining departmental staff/student/volunteer schedules, approving employee time off (vacation, sick, etc. ...) time, and submitting time sheets to the Administrative Coordinator.

• Ensure that all employees/student/volunteer have completed the required mandatory training and is up to date; identify staff training needs to the Program Director.

• In consultation with Program Director complete and update position descriptions and job duties for those supervised.

• Identify job vacancies and follow The Salvation Army Windsor Centre of Hope hiring procedures.

• Understand and comply with Union Collective Agreement.

5. Health and Safety

• Responsible for maintaining 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 advice, make recommendations and improvements, and assist with the development of company policies/guidelines/handbooks as it relates to health and safety.

• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.

6. Finance

• Monitoring the program expenditures. Responsible for effective and efficient management of all financial resources of the organization. Maintain a balanced budget.

CRITICAL RELATIONSHIP MANAGEMENT:
Internal:

• Program Director, management members, staff, volunteers, and residents.

• Conduct regular staff meetings to review operational effectiveness, changes in policies and procedures, and to provide in-service training.

• Participate in management meeting and other staff meetings when relevant.

External:

• Community partners and community members who receive our services.

• Attend approved community meetings. {Required to use the program vehicle when available}

MANAGERIAL/TECHNICAL RESPONSIBILITIES:
• This position reports directly to the Program Director or designate.

• The incumbent is responsible for the direct supervision of non-supervisory personnel, and has input into discipline, hiring, or firing decisions within the established guidelines.

FINANCIAL AND MATERIAL MANAGEMENT:
• Not applicable

WORKING CONDITIONS:
• This is a permanent full-time position.

• This position is considered a management position for the purposes of the Employment Standards Act of Ontario and as such is not covered by various ESA rules, including but not limited to those related to hours of work, daily and weekly rest periods and overtime compensation. Salary is based on average minimum weekly hours of 40 per week and hours worked are compensated through the annual salary amount.

• May be required to work weekends to support the Centre operation.

• Working environment is typically in the office in generally agreeable conditions.

• Travel is associated with this position {5%}. i.e., to attend community partnership meetings or visit program participants.

EDUCATION AND EXPEREINCE REQUIREMENTS:
• Minimum of an undergraduate university degree in Social Work, Human Services, or a related field, or an equivalent combination of education and experience. A master’s degree in social work or a related discipline is preferred.

• Valid Ontario Class “G” Driver’s License, current copy of driver’s abstract that is satisfactory to The Salvation Army, in its sole discretion, is required.

• Must provide an original copy of a Background Check with vulnerable sector screening that is satisfactory to The Salvation Army, in its sole discretion, is required. The screening is secured either through the national Canadian Police Information Centre (CPIC) or through a local police detachment.

• Current First Aid and CPR certificate, Non-Violent Crisis Intervention training, WHIMS certificate.

SKILLS AND CAPABILITIES:

• Able to work independently and participate as an active and responsible team member.

• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.

• Committed to service excellence, inspires, and motivates teams to reach their full potential.

• Knowledge of community-based resources is required and experience networking with community service agencies.

• Ability to organize and prioritize multiple tasks in a fast-paced environment.

• Strong interpersonal, motivational, leadership, and organizational 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.

• Strong oral/written communication skills.

• Self-motivated/disciplined.

• Attention to detail, problem solving and analytical skills.

• Attentive listening skills for the purpose of supervision, coaching, and conflict resolution.

Compensation:

The target hiring range for this position is $55,244.80 to $69,076.80 with a maximum of $82,888.00.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.