Employment Type:Full-time, Permanent Department:Shelter and Respite Services Union:Excluded Salary:$80,000 Annually File #:26-SRS-10 (1 OPEN) Posting Date:June 03, 2026 Posting Close:June 17, 2026 Reason for vacancy:New PositionThe Program Manager, Shelter and Respite Services is required to work in-person Monday to Friday from 9 AM to 5 PM. The location will be all Shelter and Respite Services' locations.Position Summary Reporting to the Senior Manager, Shelter and Respite Services, the Program Manager is responsible for overseeing the day-to-day operations and service delivery within the assigned shelter and respite portfolio. The role focuses on ensuring high-quality, client-centered services that promote community, housing stability, dignity, and overall quality of life for clients. The Program Manager provides leadership and support to management teams, ensures operational and quality standards are maintained, and works collaboratively with internal departments and external partners to strengthen and enhance service delivery. This position also plays a key role in staff supervision, community partnerships, program development, compliance, and continuous improvement initiatives across Shelter and Respite Services.Responsibilities Program Operations and LeadershipDevelop and implement strategic initiatives that strengthen community engagement and client support servicesBuild and maintain partnerships with community agencies, neighbourhood groups, and external stakeholdersSupport the recruitment and hiring process in collaboration with the People and Culture department to ensure staffing needs are met in a timely mannerConsistently apply the terms of the Collective Agreement within the departmentParticipate in service planning, program evaluation, and data collection initiativesRespond effectively in high-pressure situations and provide operational support outside regular business hours when requiredEnsure Infection Prevention and Control (IPAC) measures and audits are implemented and maintained across all shelter and respite programsOversee Quality Assurance processes and ensure compliance with Toronto Shelter Standards, case management practices, and service planning requirementsMonitor staff performance, accountability, and professional development through ongoing supervision and evaluationEnsure all contracted services comply with applicable shelter standards and agency expectationsPromote understanding of Anti-Black Racism and its impact on mental health and service deliveryEnsure alignment with TSS-CABR directives and oversee related training, programming, food supports, hygiene supplies, and anti-racism initiativesOversee fire safety and emergency procedures and ensure all follow-up actions are completed as requiredProgram DeliveryProvide leadership and support to Shelter and Respite Management Teams in delivering high-quality servicesEnsure compliance with relevant legislation, agency policies, procedures, and Toronto Shelter StandardsSupport program budgets and monitor key performance indicators and service targetsCoordinate responses to situations impacting clients, staff, or the surrounding community, including communication with relevant stakeholdersOversee implementation of complaints and appeals processes across shelter and respite programsEnsure record keeping, documentation, and administrative systems are maintained effectively and accuratelyProvide supervision and operational oversight to staff working within the assigned program site(s)Ensure staff adhere to the organization’s Customer Service principles and Code of ConductParticipate as an active member of the management team to support consistent and effective service delivery across programsPartnership Development and Organizational CollaborationDevelop and strengthen partnerships with community support agencies and external stakeholdersCollaborate with internal departments and external partners to improve service coordination and outcomesParticipate in Dixon Hall’s Performance Development ProgramIn partnership with the Human Resources team, support staff training and professional development opportunities that enhance service deliveryIdentify and address concerns related to unethical conduct or practices that are inconsistent with agency policies, procedures, or Toronto Shelter StandardsParticipate in internal and external meetings as requiredSupport the development of job descriptions, work plans, and recruitment processes in collaboration with Human ResourcesPerform other related duties as requiredHuman Resources and Staff SupervisionDirectly supervise staff assigned to the program site(s)Work with the Human Resources team to support recruitment, onboarding, and staffing processesReview and approve bi-weekly timesheets, overtime requests, sick time, and vacation requestsParticipate in progressive discipline processes when requiredFoster a positive, accountable, and supportive team environmentOrganizational EffectivenessWork collaboratively with the management team to identify program goals, objectives, and operational prioritiesIdentify service trends, gaps, and opportunities for improvementChair or participate in committees, working groups, and project-related initiatives as requiredEnsure Health and Safety standards are maintained across all program areasApprove program expenditures within assigned signing authority limitsEnsure reports, files, and documentation are completed in accordance with funder requirements and agency standardsMaintain accurate program data, statistics, and operational recordsPerform other duties as assignedQualificationsPost‑secondary degree in Social Sciences or a related field, or an equivalent combination of education and experienceMinimum of five (5) years of management experience within the social services sector.Experience working in a unionized environmentStrong knowledge of homelessness services, social housing, the social service system in Toronto, and relevant legislationDemonstrated experience in staff supervision, coaching, and team developmentExcellent verbal and written communication skills; fluency in a second language is considered an assetProven leadership skills with the ability to achieve outcomes and support service improvements and organizational changeStrong organizational, administrative, problem‑solving, and decision‑making skillsAbility to work effectively under pressure and manage competing prioritiesExperience with community‑based resources, quality improvement initiatives, and program evaluationDemonstrated ability to work collaboratively with diverse stakeholders, including community organizations, government partners, residents, and service providersStrong computer skills, including proficiency with Microsoft Office and experience using evaluation or research‑based softwareAbility to build and maintain positive working relationships within the community sectorSelf‑directed with the ability to work independently and collaboratively within interdisciplinary teamsLegally entitled to work in CanadaAbility to provide a satisfactory Vulnerable Sector Check that meets operational requirementsTo achieve their goal of inclusivity and diversity, Dixon Hall actively seeks exceptional candidates from varied backgrounds and with lived experiences. Individuals who self-identify as being from marginalized communities, including Indigenous peoples, racialized persons, persons with disabilities, and those from the 2SLGBTQIA+ community or who have experienced homelessness, are strongly encouraged to apply.#J-18808-Ljbffr