Program Manager, Housing Access

Position Summary
Reporting to the Senior Director, Programs, the Program Manager, Housing Access is responsible for several areas of work under A Place to Call Home Edmonton’s Updated Plan to Prevent & End Homelessness:

Managing access to Housing First and supportive housing funded under the updated plan. This is known as “Coordinated Access” and is delivered by a team responsible for matching people experiencing homelessness with the best service available to meet their needs. Coordinated Access includes screening, referral, and prioritization of program participants, as well as making community and service connections for individuals and families experiencing homelessness.
Overseeing a number of housing teams, based in community agencies, who are funded to deliver housing and support services using a Housing First approach.

This is a management position responsible for program staff within Homeward Trust, as well as for overseeing the work of external housing teams. Homeward Trust leads and coordinates efforts to end homelessness in Edmonton, and as such this position provides leadership, direction, and support to the efforts of a number of funded programs but does not manage external teams directly.
Duties & Responsibilities

Managing the flow of program participants in and out of funded programs to ensure that caseloads for housing teams are operating according to program expectations.
Ongoing program development and adaptation for Coordinated Access and for non-clinical Housing First programs, including Intensive Case Management and Rapid Rehousing teams.
Establishing and communicating policy and service expectations for Coordinated Access as well as for funded housing teams.
Leading improvements of practice and service delivery across housing teams.
Ensuring the philosophy and values of Edmonton’s Updated Plan are reflected in practice, including: Housing First, harm reduction, client choice, and recovery orientation.
Convening leadership and practice groups to advance the work to end homelessness by funded programs.
Monitoring performance of assigned programs using data recorded by staff and funded agencies in Efforts to Outcomes – the client case management data system used by Housing First programs in Edmonton.
Monitoring financial performance of assigned programs.
Ensuring that programs are compliant with contract, policy and practice requirements.
Ensuring that complaints related to assigned programs are addressed and resolved appropriately.
Escalating and resolving substantial performance or practice issues identified within individual programs, or across multiple teams.
Ensuring regular reporting on program outputs and performance, including reporting to Homeward Trust leadership, funded agencies, community, and Homeward Trust’s funders.
Making decisions about exceptions to policy or practice requirements.
Management and development of program staff, including the Coordinated Access team. This includes ensuring staff receive appropriate direction, development and supervision in execution of their duties. Ensure staff maintain accurate records of client contact, staff activities, client service outcomes, and additional plans.
Preparing materials for Homeward Trust Board meetings or external audiences, as requested.
Participating in and representing Homeward Trust on committees, meetings, conferences, symposiums, workshops and the like, as requested and when necessary.

Education & Experience

University degree or diploma, preferably in the social sciences or human services, with an emphasis on meeting the needs of vulnerable populations - which may include such disciplines and fields of study as: social work; sociology; psychology; social planning; public health; urban geography; psychiatry; counselling; Native Studies; etc.
Minimum 3 years of related experience in a program management or supervisory role.
Prior work in non-profit sector, preferably with organizations working on homelessness or housing.
Valid driver’s license and vehicle and provide a satisfactory Child Welfare Intervention Record Check and Police Information Check.

Knowledge Skills & Abilities

List knowledge, skills and abilities required

Strong understanding of the core concepts and service orientation of the Housing First philosophy, and the application of case management in the delivery of Housing First.
In-depth understanding of homelessness and housing, as well as the needs of particular vulnerable and/or over-represented populations (for example, Indigenous people; youth; newcomers; etc.), and issues affecting many homeless and low-income people (mental health and wellness; substance use and harm reduction; poverty; conflict with the law; trauma; victimization and exploitation; chronic health conditions; etc.).
In-depth knowledge and understanding of the systems, supports, resources and linkages available for successful delivery of access to housing services and supports for persons challenged homelessness. This includes income supports, housing programs, health, mental health and addiction services.
Understanding of business processes associated with non-profits and government, as well as the oversight of funding agreements relative to outcomes achieved.
Ability to work with comprehensive client data systems, analyze outputs and track outcomes as it relates to program delivery.
Ability to prepare written reports, emails and develop other professional communication materials in a timely, concise, and accurate manner, distilling complex issues to salient points.
Impeccable interpersonal skills and the ability to engage with stakeholders of diverse and at times competing interests to work towards achieving a common agenda.
Maturity and experience managing complex issues that do not always have an easily identifiable solution.
Proven ability to teach and coach others – as well as problem solve client and community issues – in a non-threatening, supportive, reflective and professional manner.
Experience working independently in fast-paced environment with competing demands and often tight timelines.
Demonstrated excellence in leadership and management of teams.