Housing and Support Services 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:

Accountabilities:     

1. Management Support

• Provides direct supervision to up to 30 full-time, part-time, and casual employees, ensuring clarity of roles, responsibilities, and expectations.
• Offers consistent leadership, guidance, and mentoring to staff to foster professional growth and maintain high standards of service delivery.
• Promotes a positive, collaborative work environment built on dignity, respect, and open communication.
• Establishes clear performance goals, monitors progress and provides timely feedback to support employee success.
• Coordinates with other ARC departments and management to align housing programs with organizational mission, vision, and values.
• Ensures staff have the tools, resources, and support required to effectively meet client needs.
• Acts as a liaison between frontline staff and senior leadership, communicating concerns, challenges, and opportunities.
• Upholds accountability by ensuring staff compliance with ARC policies, contractual requirements, and professional best practices.
• Responds to emergencies or critical incidents within housing programs and provides leadership in problem-solving and decision-making.
• Position requires on-call availability, sound judgment, strong decision-making skills, and excellent administrative capacity to manage both day-to-day operations and unexpected challenges.

2. Staffing

• Ensures quality control of required documentation for all full-time, part-time, and casual Support Workers and Caseworkers, maintaining accuracy and compliance.
• Oversees and documents comprehensive training and orientation for new staff, including ARC mission, policies, confidentiality, safety protocols, and agency obligations.
• Collaborates with Director of Programs to develop and implement an annual training plan, ensuring all staff maintain and enhance the skills and competencies essential to their roles.
• Conducts annual performance evaluations and ongoing performance reviews, supporting professional growth and accountability.
• Actively recruits, hires, trains, and mentors personnel, volunteers, and practicum students.
• Reviews staffing needs regularly and conducts structured interviews to select qualified candidates.
• Implements strategies for employee retention, succession planning, and the creation of a skilled and resilient workforce.

3. Supervision

• Provides direct supervision to all full-time, part-time, and casual housing program staff, ensuring effective delivery of services and adherence to ARC standards.
• Sets clear performance targets, monitors results, and uses data analysis to identify trends and implement improvements.
• Maintains professional, compassionate relationships with staff and clients, modeling integrity and respect.
• Conducts quality control of reports, ensuring consistency, contractual compliance, and accuracy.
• Collaborates with ARC leadership in program evaluation, development, and the implementation of service improvements.
• Ensures consistent adherence to all safety and security policies and procedures.
• Coaches staff through challenging situations and provides timely, effective problem-solving strategies.

4. Administration and Other Duties

• Oversees administrative functions related to housing programs, including budgeting, scheduling, payroll, statistics, and reporting.
• Tracks program-related data and prepares reports in accordance with ARC and funder requirements, under the direction of the Director of Programs.
• Prepares and submits statistical data and reports in a timely and accurate manner.
• Designs and facilitates staff training and professional development workshops as required with Director of Programs.
• Monitors program budgets, resource allocations, and expenditures to ensure financial accountability.
• Maintains up-to-date knowledge of accreditation and licensing standards, ensuring compliance across housing programs.
• Performs other related duties as assigned, demonstrating flexibility and commitment to the ARC mission.
• Plans and oversees volunteer events and staff functions (i.e., events during the holiday season in December and January, volunteer & staff appreciation).

WORKING CONDITIONS:  

• Office setting.
• Social services building that includes emergency shelter, transitional housing, halfway house, recovery program, and community meals program. 
• Some travel may be required for the purposes of delivering training and professional development.

The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, exemplifying the organization’s standards of conduct.

Education and Experience Qualifications:

Education, Qualifications and Certifications:  

• Bachelor’s degree in a human or social services field.
• Equivalent experience in the community social services sector, with demonstrated knowledge of community support agencies and resources, will be considered.
• Comprehensive knowledge of current social issues related to homelessness, mental health, and substance use is essential.
• Strong leadership, organizational, and administrative skills with proven ability to supervise staff and manage programs effectively.
• Excellent interpersonal, communication, and conflict resolution skills.
• Proficiency in Microsoft Office Suite and the ability to learn and utilize case management or reporting systems.
• First Aid, CPR, and NVCI certification (or willingness to obtain).
• TB Test required

Experience and Skilled Knowledge Requirements:

• Minimum of three to five years of progressive experience in the community social services sector, preferably in housing, shelter, or residential programs.
• Demonstrated experience in staff supervision, including recruitment, training, scheduling, performance evaluation, and conflict resolution.
• Skilled in program planning, development, and evaluation, with the ability to ensure compliance with accreditation standards, licensing requirements, and contractual obligations.
• Proven capacity to exercise sound judgment, make effective decisions under pressure, and respond to crises in a calm and professional manner.
• Strong knowledge of issues related to homelessness, mental health, trauma, and substance use, with an understanding of evidence-based approaches to care.
• Experience managing budgets, payroll, and administrative processes with a high level of accuracy and accountability.
• Proficiency in data collection, analysis, and reporting for program monitoring and quality assurance.
• Excellent written and verbal communication skills, with the ability to prepare reports, present information, and liaise with stakeholders.
• Ability to build and maintain collaborative working relationships with staff, clients, community agencies, and funding partners.
• Skilled in promoting a respectful, inclusive, and mission-driven environment for individuals with multiple barriers.

Skills and Capabilities:

• Ability to lead, mentor, and motivate full-time, part-time, and casual staff, fostering a respectful and collaborative team environment.
• Skilled in planning, implementing, and evaluating housing and shelter programs, ensuring compliance with organizational, licensing, and accreditation standards.
• Demonstrates sound judgment and effective problem-solving, including crisis management and operational decision-making.
• Strong verbal and written communication skills; able to engage effectively with staff, clients, community partners, and stakeholders.
• Proficient in budgeting, scheduling, reporting, and resource allocation.
• Understanding of homelessness, mental health, trauma, and substance use, applying evidence-informed approaches in service delivery.
• Capable of designing and implementing staff training programs to strengthen skills and competencies.
• Ability and willingness 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 screening.
• Able to manage shifting priorities, on-call responsibilities, and dynamic work environment

Compensation:

The target hiring range for this position is $65,851.50 to $82,309.50 with a maximum of $98,787.00.

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.