Program Manager, Family Navigation Project

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
Sunnybrook Research Institute - Family Navigation Project
  • Healthcare: Mental Health, Psychiatry, Psychology, Clinical Therapy
  • Management / Executive
Full Time
  • Ontario - Metro Toronto Area - Toronto
Manager (Supervisor of Staff)N/A2019-01-312019-03-30

Job posting:       Sunnybrook Research Institute

Title:                     Program Manager

Start Date:          March 2019

Classification:    Full-time, Temporary (1 year contract) Note: Due to philanthropic funding, positions are listed as temporary, but are renewable conditional to funding

Program:             Family Navigation Project

Reporting to:     Executive Director and Medical Director

Location:             1929 Bayview Avenue, Toronto

Family Navigation Project

The Family Navigation Project (FNP) at Sunnybrook is a non-profit program designed to provide expert navigation of the mental health and addictions service system for youth aged 13-26 and their families, who are living in the Greater Toronto Area (GTA). Funded through philanthropy and built by families out of a need for a better and innovative model, FNP is a free service offered through phone and email that uses a combination of clinical and lived experience to support a relationship-based model of care. Operating since 2013, the FNP collaborates with families and their youth with mental health and/or addiction issues to understand their unique needs and match them with supports and services to enhance their health and family functioning. FNP’s vision is that “no family feels lost in the mental health and addiction system”.


Sunnybrook Research Institute is seeking an experienced and innovative professional to fill the key role of Program Manager for the Family Navigation Project (FNP). Reporting to the Executive Director and Medical Director, the FNP Program Manager will oversee and manage the day to day front-line operations of the program. The candidate will have clinical experience, ideally within the mental health and addictions system, as well as experience in managing a team. The Program Manager will develop and implement quality based procedures and strategies to optimize client processes and staff workflow.  The ideal candidate must demonstrate diverse and consistent leadership skills promoting leading practice quality care, and an exceptional client experience in an environment with a strong culture of innovation, intense teamwork and interprofessional collaboration. Under the direction of the Executive Director and Medical Director, the FNP manager will assume administrative and clinical responsibility for front-line operations which includes direct supervision for all client-facing roles. The team complement is currently about 12 professionals, including family navigators (mental health and addiction clinicians), intake coordinators and a Parent Advocate with Lived Experience who provides peer-support to our clients as part of the navigation process.


The FNP Manager will conduct key tasks including, but not limited to:

  • People Management: Direct supervision of assigned front-line staff, including:
    • maintaining adequate staff levels, such as recruitment, scheduling and attendance management,
    • organizing, supervising and evaluating workload,
    • staff training, coaching and development,
    • performance management and evaluation
  • Clinical Peer Supervision: motivate and provide expert advice to front-line staff on clinical matters; review of front-line staff clinical documentation and case load/client work; advise on and ensure the effective resolution of critical clinical and/or operational issues
  • Development and implementation of policies, procedures and processes to support the highest level of client-centered service standards and the standardization of data/documentation
  • Internal Team Communication and Operations: leading and coordinating internal team meetings and communications, facilitating discussions and identifying opportunities for improvement; creating and maintaining a positive and supportive work culture
  • Support a culture that commits to integrating the voices of Lived Experience in all aspects of the program; including contribution at Family Advisory Council meetings (10 evenings per year)
  • Continuous Quality Improvement: An understanding of the principals and methods used in quality assurance, continuous quality improvement (CQI), policy development, and trend analysis, to identify operational deficiencies and opportunities for improvement
  • Development of key performance indicators to monitor and measure operational performance
  • Promotion of a professional image of the FNP, internally and externally, including:
    • development and cultivation of stakeholder relationships (namely service providers and health care professionals) including coordinating outreach events and in-service sessions to support the front-line team’s continuous knowledge development of resources
  • Project Management of key strategic areas that fall within the Program Manager’s portfolio, such as performance management and evaluation, SOPs/manualization, etc.
  • Managing operational costs (budget) in close collaboration with the Executive Director

In addition to accountability and leadership for the above activities, the FNP Program Manager will provide an enabling role to others within the FNP, including the Program Informatics Specialist, the Executive Director and the Medical Director in alignment with the program’s strategic plan.

Other duties may include those needed for the ongoing growth, development and execution of the FNP program.


  • Masters Degree or Graduate-level certificate in psychology, social work or related field required (or Bachelor’s level with equivalent experience)
  • Current registration and member in good standing with an affiliated professional college, if applicable (eg social work, psychotherapy, psychology, etc)
  • Minimum 5 years clinical experience working in a health care setting preferred; experience within mental health and/or addictions considered an asset
  • Minimum 3 years management experience supervising a team preferred
  • Proven excellent counselling and problem solving skills essential, including the ability to provide supervision for clinical staff
  • Superior communication, problem-solving, mediation and collaborative inter-professional team skills required; Ability to identify potential sources of major problems and provide advice to resolve issues; clear understanding of how and when to access further information and assistance; ability to identify and assess the need for program changes
  • Superior time management, organization, and prioritization skills in addressing multiple tasks and timelines in a fast-paced environment required
  • Proven commitment to person and family-centred care is a valuable asset
  • Excellent interpersonal communication skills including oral, written and presentation; ability to facilitate and motivate a team to achieve desired results; ability to communicate with clients, staff, family members and donors clearly and with empathy in order to address their underlying needs.
  • MS Office Suite (Word, Excel, Powerpoint, etc) knowledge and proficiency; comfort in using new information systems
  • Strong knowledge and experience of monitoring and enforcing compliance with PHIPA and current privacy and information security best practices
  • Knowledge of Performance evaluation and change management principles: Maintain high levels of motivation with a positive attitude and high degree of flexibility in a rapidly changing environment

If you are interested and qualified for this position, please submit your cover letter and resume. 

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, will be required to provide recent references.

In accordance with Canadian Employment and Immigration guidelines, applicants must be eligible to work in Canada. Sunnybrook Research Institute is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.

Sunnybrook Research Institute is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.



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