Program Manager, Housing Access in Edmonton

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, known as “Coordinated Access,” delivered by a team responsible for matching people experiencing homelessness with the best service available to meet their needs.
• 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.

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.
• 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.
• 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

• 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.
• 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 by homelessness.
• 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.
• Impeccable interpersonal skills and the ability to engage with stakeholders of diverse and at times competing interests.
• 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.