Program Manager

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
House of Hope
  • Social Work
  • Case Management
Full Time
  • Ontario - Ottawa
  • Ontario - Ottawa Area
Manager (Supervisor of Staff)$55,000 - 60,0002019-08-092019-09-30

In conjunction with the Executive Director (ED) or designate, the Program Manager  is responsible for overseeing the case management and counseling services provided by all Community Reintegration Workers (full-time and casual/relief positions) working at the Community Residential Facility (CRF) under contract with the Correctional Service of Canada (CSC). In conjunction with the Executive Director, this position is responsible for supervising all client services in the residential program and in core CSC programs. Ensures that all client care is provided in accordance with established agency procedures, Canadian legislation and government regulations, including CSC’s CRF standards and Program delivery standards. In conjunction with the Executive Director, develops, supervises, hires, and trains staff for the House of Hope. Actively participates in on-going organizational processes under the direction of the Executive Director with a view to improve upon client service delivery; staff training and retention procedures; operational service delivery policies and procedures; and personnel policies and procedures.



Assumes responsibility for the effective coordination of all client care services.

  1. Ensures that residential and program client care is effective and meets the needs of individual clients. Ensures that client care plans, assessments and reports are effective, produced in a timely manner, accurate and established client goals are met and/or updated as necessary (full-time and casual/relief) in keeping with CSC’s CRF standards.
  2. In the absence of the Executive Director, oversees staff team meetings to ensure a strong focus on well-coordinated services and client centered care plans.
  3. In conjunction with the Executive Director, ensures that all admission and discharge decisions made about clients are based on a meaningful assessment of all client information available both internally and externally from the CSC Offender Management System (OMS), CSC officials and other external agencies where appropriate.
  4. Conducts client file reviews and audits in order to ensure that the services needed to support the client’s best interests and to further assist clients in addressing their needs outlined in their Correctional Plans and in other assessments have been undertaken by the CRWs and CWs with their clients on schedule as per CRF mandates and the CRF Scope of Work (SOW).


Effectively supervises Community Reintegration and Case Workers in order to ensure optimal staff performance.

  1. Provides leadership to Community Reintegration and Case Workers (full-time and casual/relief) through on call. Provides and conducts staff meetings (in the absence of the Director) and appropriate staff training as required. Instructs personnel regarding policy, procedure, and program changes.
  2. Provides direct field supervision. Ensures that Community Reintegration Workers function in accordance with established procedures, legal requirements and CSC CRF standards and other CSC operational standards for all areas of frontline service delivery to all House of Hope clients.
  3. In conjunction with the Executive Director, ensures that personnel are well-trained, effective and optimally used.
  4. In conjunction with the Executive Director, conducts performance appraisals for all Community Reintegration and Case Workers as required. Conducts quality improvement activities as necessary. Formulates and implements corrective actions as a result of evaluations.
  5. In conjunction with the Executive Director (and during the absence of the Executive Director when on annual leave or sick), recruits, orients and mentors new employees.


Assumes responsibility for the effective administration of Frontline Service Delivery Team functions.

  1. Ensures that all related records, documents, and client information files are accurate and up-to-date and documents that require printing from the OMS system have been printed and prepared in a client file in a timely manner prior to client intake arrival.
  2. Ensures that all client care meets professional, organizational, and regulatory standards through ongoing monitoring.
  3. Understands organizational policies and procedures and ensures the incorporation of new information and methods into practice such as Canadian Industrial Security Directorate requirements such as the appointed ACSO and Health and Safety representative for the CRF.
  4. In the absence of the Executive Director approves staff time sheets before forwarding them to the Bookkeepers for payment processing. Summarizes the timesheets for Executive Director review.
  5. Prepare invoices as required, records the inspection of first aid kits monthly, and updates the resident list.


Assumes responsibility for establishing and maintaining professional relationships with clients.

  1. In conjunction with the Executive Director, ensures client satisfaction with House of Hope CSC Core Correctional Programs and residential services by overseeing appropriate and well-coordinated care 24 hours a day.
  2. Ensures that clients are referred to outside community resources as appropriate.
  3. Ensures that a strong rapport is developed and maintained with residents, staff, and CSC officials. Facilitates effective communication between clients, staff, and CSC officials. Facilitates monthly residential meetings, and prepares the minutes. Minutes and concerns are to be sent to the Executive Director.
  4. Ensures that problems and questions are effectively addressed, researched, and resolved for frontline staff as issues arise. Receives and responds to 24 hour on-call duties as necessary.


Assumes responsibility to deliver all CSC Program Contracts on behalf of the House of Hope in keeping with CSC program delivery standards.

  1. Ensures timely and professional delivery of all House of Hope’s CSC Program contracts for federally incarcerated or conditionally released offenders to reduce the likelihood of re-offending in the community.
  2. Ensures that CSC program facilitation standards are met and exceeded where possible.
  3. Attends program facilitation training with CSC when requested by the Executive Director in order to continue to enhance and expand the number of CSC Program contracts the agency has with CSC.
  4. Ensures that all clients attending CSC programs with the House of Hope are treated fairly and respectfully in order to enhance their opportunities to complete required CSC programming for the completion of their correctional plans.
  5. Report all client breaches of Parole Board conditions in a timely and efficient manner in keeping with CSC and House of Hope operating policies and procedures.
  6. Provide all client case documentation, program reports, and program invoices required by CSC in a timely manner.
  7. Assess and analyze offender related data in order to evaluate the need for program participation to impact on risk factors for reintegration.
  8. Deliver effective correctional programs based on national CSC standards related to the criminogenic needs of offenders. This task requires conforming to stringent quality assurance procedures to ensure compliance to national standards and accreditation requirements for effective program delivery.


Assumes responsibility for establishing and maintaining effective working relationships with area personnel and with management.

  1. Attends meetings and participates actively in internal organizational activities. Reports and acts on potential issues for improvement, participates on management teams, and participates in quality assurance audits.
  2. Keeps Executive Director/management well informed of area activities and of any significant problems.
  3. Will carry a cell phone provided by the agency and be on-call.
  4. Assists the Executive Director with human resources on personnel policy interpretation including staff discipline and documentation.
  5. Ensures that team meetings focus on quality improvement activities.


Assumes responsibility for maintaining professional relationships with external agencies.

  1. Ensures consistent and appropriate use of community resources.
  2. Ensures that requests, problems, and questions are promptly resolved.
  3. Ensures that the agency’s quality and professional reputation is maintained and protected.


Assumes responsibility for related duties as required or assigned by the Executive Director.

  1. Completes special projects as assigned.
  2. Keeps work area clean, secure, and well maintained.





BA or MA in Social Sciences and/or a related college degree with associated experience in a residential setting.


REQUIRED KNOWLEDGE                  

Working knowledge of CSC’s CRF standards, program policies and operational requirements.

Working knowledge of community resources and agencies related to client support.

Working knowledge of CRF personnel policies and procedures.


EXPERIENCE REQUIRED                  

Three-Five years of related case management experience in a residential setting is preferred.


SKILLS / ABILITIES                           

Strong supervisory and leadership skills.

Able to foster effective working relationships between diverse conflicting groups.

Excellent interpersonal and communication skills (both written and verbal)

Problem solving and critical thinking skills

Well-organized, self-directed and able to manage time




Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.


REPETITIVE MOTION                       

Movements frequently and regularly required using the wrists, ands, and/or fingers and walking up and down stairs.


AVERAGE HEARING                          

Able to hear average or normal conversations and receive ordinary information.


Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate computer and/or equipment.


PHYSICAL STRENGTH                      

Sedentary work; sitting most of the time. Exerts up to 10 lbs of force occasionally (applies to all office jobs).



Must work under hazardous conditions including working with clients with violent tendencies and/or addictions, exposure to blood, communicable diseases, etc.





Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.

Able to interpret a variety of technical instructions and can deal with multiple variables, in a dynamic behavioural setting, where clients may have goals that conflict with those of staff or CSC supervisor.



Ability to compute ratio, proportion and percentage.


LANGUAGE ABILITY              

Ability to read and apply information from manuals, contracts, CSC’s CRF standards and operating procedures

Ability to prepare business letters, summaries, policies and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.

Ability to conduct training, communications at panel discussions, and professional presentations.



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