Program Manager

Role overview

Staff leadership

• Manage and support frontline Case Support staff.
• Provide debriefing, coaching, mentorship, and capacity-building.
• Oversee case management practices and data collection.
• Lead onboarding, training, work planning, and follow-up with the Executive Director.
• Foster a respectful, inclusive, collaborative work environment; address issues and resolve conflicts.
• Ensure policy compliance and support continuous improvement through evaluation, service development, and change management.

Program and service management

• Collaborate with the Executive Director on policies, processes, program development, and budget planning.
• Ensure programs are culturally responsive and meet diverse community needs.
• Oversee program statistics, reports, evaluation tools, and accurate, timely case documentation.
• Develop systems for consistent service delivery and reporting; ensure compliance with service standards and regulatory requirements.
• Support cross-program integration and seamless participant services.
• Improve services through evaluation, review, redesign, and change management.

Advocacy and partnerships

• Build professional relationships and partnerships with sector and community organizations and funders.
• Engage in and support advocacy addressing homelessness, poverty, and marginalization.
• Support staff in developing critical analysis of social issues and advocacy approaches.
• Work with service users to identify priorities and strategies for social change.

Education and experience

• BSW or relevant equivalent required; MSW or relevant equivalent preferred.
• Three years of leadership, management, and supervision experience.
• Clinical supervision experience in trauma-informed, harm-reduction environments.
• Experience working with women and transgender people with complex needs, including homelessness, mental health, substance use, and trauma.
• Experience in peer-led programming and participant advocacy.

Skills and knowledge

• Strong understanding of anti-oppression, trauma-informed, harm-reduction, and low-barrier approaches.
• Strong interpersonal, team leadership, communication, writing, organizational, budget management, and reporting skills.
• Working knowledge of relevant legislation, including ESA, OHSA, AODA, Ontario Human Rights Code, Residential Tenancies Act, and WSIB.
• Proficient in Microsoft Office Suite and familiar with CRMs or similar case management systems.

Hours and schedule

• 35 hours per week, primarily weekdays; some evening and weekend work may be required.
• Sistering operates 24/7 in a fast-paced, intense environment.

Workplace and conditions

• Work takes place at 962 Bloor Street West and in the community.
• The role may involve exposure to unpredictable behaviours and situations; the facility is pet friendly, so employees may be near animals.

Compensation and benefits

• Annual compensation is $67,000–$72,000.
• Non-unionized role with group health and dental benefits, a defined benefit pension plan, and vacation, sick, and personal days.

About Sistering