The Manager – Supportive Housing First Place (M-SHFP) is responsible for the effective delivery of programs within our Community Support Services as related to SJHC’s quality and risk management framework, and for providing program level leadership and guidance to Personal Support Workers, as well as other unionized and non-unionized staff. The M-SHFP ensures excellence in client services, as well as day-to-day operations. The M-SHFP establishes and implements clear practices, protocols and continuous improvement strategies that inspire staff to exceed expectations in client care, promoting an environment of health, well-being, independence and safety for all. The M-SHFP is also accountable for ensuring the provision of consistent high-quality client care, the efficient and effective operation of the Program, and for the alignment of the program goals and objectives to the corporate strategic planning activities.
The M-SHFP works to support the Sr. Manager and Sr. Director - SJHC in the successful delivery of the corporate strategic goals and objectives, and in the program models and funding considerations. The M-SHFP works collaboratively with other program staff, various functional management positions and external stakeholders, in order to help ensure the delivery of high-quality client care and to ensure the effective/efficient functionality of the program processes.
CORE DUTIES AND RESPONSIBILITIES
Management/Operations- Managing, or delegating, the recruitment, selection, orientation, training, professional development, coaching, progressive discipline, and formal Performance Management requirements of the program teams
- Managing program level union activity in collaboration with Human Resources
- Maintaining high levels of staff motivation and commitment to the delivery of the program objectives
- Maintaining high levels of teamwork, integrity, and confidentiality among program staff
- Evaluating, developing, adjusting, reviewing and implementing program policies, processes and work tools
- Coordinating in the development, review and/or approval of policies and procedures at the program level where required
- Participating in the review of the annual operating budget of the program
- Ensures that services are being delivered within budgetary guidelines
- Generating, monitoring, evaluating and/or reporting on various program metrics, trends and data
- Suggesting and implementing corrective action plans to support program growth and/or improvement initiatives
- Coordinating, or delegating, the program’s vacation approval process and resolving various scheduling conflicts
- Ensuring that adequate staffing levels are maintained at all times in order to meet client needs
- Managing, or delegating, the master schedules within the program
- Responding to inquiries from clients, family members, Care Coordinators, hospitals and/or other stakeholders as it relates to the care provided by SJHC and/or the program specifically
- Assisting in the training of staff on new policies, procedures, clinical methods, and other training needs
- Where a program has a 24-hour emergency response system, effectively monitors the use of the response system
- Other duties as required
Clinical- Conducts assessments to establish client eligibility for support
- Manages program admission of appropriate clients to the program, ensuring all paperwork is correct and accurate
- Reviewing client’s referrals for compliance to Program parameters, communicating to Care Coordinators clearly where referrals do not meet program parameters
- Identifies needs of clients and makes appropriate referrals to other support providers when required
- Provides support to clients to enable them to live independently at home and/or in the community and/or other care settings
- Acts as a liaison between clients and other community supportive providers
- Acts as a liaison between clients in the program and St. Joseph’s Home Care
- Ensures client concerns are being addressed and quality of service is appropriate and being maintained
- Monitors and evaluates client progress within the service plan and makes adjustments as necessary
- Assist clients and staff in effectively adapting to organizational change
- Coordinates client’s furnishings and apartment set up requirements as necessary
- Ensures all tasks are completed and that clients are receiving appropriate care
- Managing challenging client situations in collaboration with various stakeholders including external partners, family, legal supports and the Sr. Manger – SJCH
- Sharing after hours Manager On Call responsibilities on a bi-weekly rotating basis with the program Supervisor
- Other duties as required
Corporate- Assists in the preparation of Key Performance Indicators for internal and external stakeholders (e.g. Ontario Health)
- Engages in positive community relationships through events, info sharing or other opportunities
- Participating in the SJHC corporate strategic planning at the program level
- Monitoring, delivering and reporting on the program specific goals and objectives in alignment with the corporate strategic goals and objectives
- Assuming the role of Competent Supervisor as related to Occupational Health and Safety Act
- Ensuring staff compliance with policy, procedure, safety and all applicable legislative requirements at all times
- Ensuring staff compliance with quality protocols and initiatives, leading the program quality improvement initiatives
- Ensuring staff compliance with corporate training requirements (Surge, in-class etc.)
- Conducting effective and timely incident investigations (e.g. safety, client, violence, harassment etc.), and/or working in co-operation with others to support incident investigations
- Reviewing client risk incidents as related to the program, investigating and following up as needed, actively working to establish pro-active and reasonable solutions or corrective actions, assessing the impact on clients and staff
- Representing the program on various corporate committees, teams or working groups (both internal and external)
- Actively promoting and managing the program’s continuous improvement and risk management initiatives
- Participating in the review of union contracts in preparation for bargaining, participating in grievance/arbitration/Labour Management meetings, engagement as a member of the Bargaining Team as necessary
- Coordinating with the Sr. Director - SJHC in relation to the various program budgets and other financial considerations
- Actively and positively promoting SJHC as a quality service provider
- Preparing program related statistical information and / or reports on a yearly, monthly, quarterly, or as required/requested basis
- Coordinating with and/or representing SJHC with various external stakeholders as required
- Other duties as required
CORE COMPENTENCIES- Regularly demonstrates our mission, vision and values:
- Support compassionate care, faith and diversity
- Deliver quality care, pursue and share knowledge, respect diversity, remain faithful
- Commit to working everyday with dignity, respect, service, justice, responsibility and enquiry
- Ability to work collaboratively with others; sharing expertise and drawing on the expertise of others
- Actively promotes a healthy, supportive and inclusive work environment
- Proactively contributes to initiatives, supporting and encouraging positive change
- Ability to engage in effective problem solving, possess logic and analytical thinking
- Skilled at thinking about creative solutions to complex problems
- Solid team-based approach to everyday work activities
- Superior communication skills both verbal and written, with an excellent customer service mind set
- Positive and professional, with a “can do” attitude
- Willingness to regularly go the extra mile and actively support co-workers/direct reports
- Ability to demonstrate leadership and mentoring skills, to motivate and help others grow
- Strong knowledge of quality outcomes and streaming processes in order to find efficiencies
- Strong abilities in program planning, implementation, and evaluation
- Proven financial planning and budgetary awareness
- Superior organizational and planning skills
- Ability to effectively manage frequent and tight deadlines
- Proven ability to be detailed oriented
- Maintaining on-going compliance with corporate policies and procedures, health and safety regulations, and relevant external standards
- Participating fully in both internal and external training requirements
- Participating fully in corporate quality initiatives
- Maintaining the privacy and confidentiality of all personal health records (including both client and personal), and following all the privacy and confidentiality requirements of any and all electronic medical record systems used (including but not limited to Procura and HPG)
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