Search Homelessness Services Association of BC

Job Description / Duties

Posting #E035-68

Director of Operations Vancouver Islands

Lookout Housing and Health Society is a charitable organization and social safety net providing a range of housing, health, and support services that promote improved well-being for those in need, with low or no income, who have few, if any, housing or support options. As the people we serve have challenges meeting basic needs and goals, we place minimal barriers between them and our services. We believe that helping people help themselves is essential in addressing homelessness and all the issues that surround it. Securing appropriate housing is the first and most essential step in achieving responsible independence for individuals. For more information about Lookout, please visit www.lookoutsociety.ca

Reporting to the Chief Executive Officer, this position provides the highest level of support to the Chief Executive Officer. It is a member of the Executive Team, the most senior level of staffing of the Society. Reporting to the Director are all Program Managers who operate services under the portfolio through Lookout Society in the Vancouver Islands region.

Summary of Responsibilities

Key duties and responsibilities include initiating, developing, planning, designing, and delivering Lookout’s services to vulnerable adults. The Director ensures all clients receive the appropriate service, that the goals and philosophy of the Society and programs are met, and maintains a minimal-barrier, open-door service to adults who are disenfranchised from other services. The Director manages several teams, including program managers, outreach, and health teams. It is responsible for supervising the work and personnel management of the program managers. The Director will monitor the finances, scope, and quality of the programs to ensure they operate in accordance with approved criteria, maintain and report on statistics and services, ensuring all regulations, including health & safety, are met. The Director will liaise with the neighbourhood and the service community and deal with the public, other service agencies, government officials, and professionals.

Scope and Complexity

This position oversees, manages, directs, and administrates the services they are responsible for. The Director demonstrates leadership by providing timely advice, direction, and guidance to others both internal and external to the Society. The position deals with sensitive and confidential issues that often significantly impact the Society and services. The Director works independently and exercises judgment and problem-solving skills to complete work. The Director handles issues both in person and through written communication. The guests of Lookout have varied needs and abilities and can be behaviorally challenging. The job functions are complex, requiring a high degree of confidentiality and concentrated mental and written attention. The job includes work outside program locations and the Director regularly attends the program locations. The job has a few disagreeable factors.

Communications

Internal and External

The majority of internal communication is with the Program Managers. However, the Director has direct contact with staff throughout the Society and provides regular monthly reports to the Chief Executive Officer. External communications primarily will include attendance at various community/service tables and some presentations to the general public and government representatives. Media interviews may occur from time to time. Regular written reports for internal purposes and public distribution are integral to this position. Communications can be sensitive and the Director must utilize a thorough knowledge of the Society and strong communication and interpersonal skills to respond effectively to inquiries or provide direction.

Duties and Responsibilities

1. Planning / Development

1) Develop policy statements, review and enforce operating policy and procedures, and recommend policy changes to the Executive team. Will administer personnel policies and procedures.
2) Work collaboratively to revise services and develop services/programs/ activities not currently offered; work co-operatively with such services, share resources, and arrange access to resources of other services.
3) Develops and maintains best practices in service delivery; fosters learning and sharing of knowledge.
4) Develop staffing plans and recommend staffing levels to accomplish objectives, including revisions to staffing levels as necessary as operational requirements change.
5) Hold regular team meetings and ensure good communication between team members.
6) Participates as a member of the executive and leadership teams by attending meetings and serving on committees as required; liaises closely with other Lookout programs, ensuring coordination; co-operatively identifies and addresses service needs.
7) Promotes public education; establishes and maintains contacts with community partners and government agencies, donor and volunteer groups, and other supporters, providing acknowledgments and reporting same to the administration offices of Lookout.
8) Participates in developing and managing a well-integrated volunteer/student program providing appropriate feedback.
9) Attends approved work-related conferences and seminars to promote and maintain professional development.

2. Program Management

1) Oversees, controls, and evaluates services and programs, including harm reduction programs, overdose prevention programs, Safe Consumption Sites, opioid alternative therapies, and peer programming. Ensures that the Lookout mandate and philosophy are met within each, supporting minimal-barrier, non-judgmental, flexible, caring services.
2) Coordinates the administration of operational programs and develops and supports organizational systems to reflect the program's roles. Develop necessary documentation and reporting systems to maintain accurate records and communication between the programs and recommend the same to the senior Management team.
3) Liaises with community partners and government agencies to coordinate and support services and programs.
4) Maintains a current knowledge of and complies with all Lookout policies and procedures.
5) Performs other related duties as required.

3. Human Resources Management

1) Works in tandem with the People and Culture team, including interpreting and administering Collective Agreement provisions. Works with People and Culture to investigate and resolve grievances, and attends and may participate in hearings and negotiations. Maintains employee standards and morale and ensures progressive discipline processes are completed as required.
2) Directs and supervises Program Managers, including hiring, training, evaluating, and recommending promotions and transfers. Lookouts' centralized personnel systems ensure that relevant information, including salary records, personal histories, reports, and performance appraisals, is submitted for placement in employee personnel files.

4. Accountability / Deliverables

1) Keeps the Chief Executive Officer informed and prepares various reports for the Executive team and various agencies.
2) Monitors expenditure statements monthly and makes budget recommendations.
3) Ensures clients receive the pertinent service and that each program's goals are met.
4) Ensures clients' privacy and confidentiality rights are maintained according to policy and as required by law or contractual agreement. Ensures compliance with FIOPPA and PIPA.
5) Investigate complaints concerning the operation of the programs and instigate appropriate action or refer recommended action to the Executive team.
6) Ensures that operations comply with all required regulations and Contractual agreements, Health and Safety Standards, and Regulations, including WHMIS.
7) Participates in and ensures that all program managers contribute fully in all activities related to COA accreditation (PQI, RASIC, etc.) and trauma-informed practice. That documentation is completed on time and maintained correctly.

Qualifications / Required Skills

Qualifications:

Education, Training, and Experience

• Completion of a university degree in Social Services or a related field plus five (5) years of recent related experience working in a non-profit environment, including at least four (4) years’ experience in managing programs and overseeing personnel or an equivalent combination of education, training, and experience.
• Must have current Basic First Aid Training Certificate;
• Crisis Intervention Skills Training an asset.
• Must pass a criminal record check for the vulnerable sector.
• Must be bondable.

Skills and Abilities

1. Demonstrated strong ability to work effectively with others in a supervisory position. Demonstrated excellent communication skills, both verbal and written. Demonstrated ability to manage large workloads with multiple priorities. Demonstrated excellent planning and organizational skills. Demonstrated good judgment skills, tact, and discretion.
2. Demonstrated knowledge/familiarity/experience with related resources such as social assistance, mental health, and addiction support organizations. Demonstrated suitability to work with disadvantaged and challenging adults in a diverse environment and maintain appropriate client/worker boundaries.
3. Demonstrated research and analytic skills to investigate and resolve issues and recommend solutions. Demonstrated ability to work independently with minimal direction. Demonstrated ability to provide work direction. The job requires good physical and mental health. Proficient at working with computers and systems related to the job.

Additional Information

Lookout Housing and Health Society is committed to empowering people from different races, gender, age, religion, identities and unique experiences. We welcome everyone from diverse backgrounds and encourage them to apply in order to foster an inclusive environment.

Salary: $100,000 - $120,000 per year

Contact Information

Qualified candidates, please email a cover letter and resume to:

Terri.Mackay@lookoutsociety.ca

Closing Date: March 21, 2024, 5:00 pm

*Please note that only shortlisted candidates will be contacted for an interview.

Employer Profile

Lookout Housing and Health Society is a charitable organization and social safety net that provides housing and a range of support services to adults with low or no income, who have few, if any, housing or support options. As the people we serve have challenges meeting basic needs and goals, we place minimal barriers between them and our services. We believe that helping people help themselves is essential in addressing homelessness and all the issues that surround it. Securing appropriate housing is the first and most essential step in achieving responsible and independent individuals. For more information about Lookout, please visit www.lookoutsociety.ca