Job Board > Quality Assurance & Program Manager, Non-Market Housing Operations - City of Vancouver

Quality Assurance & Program Manager, Non-Market Housing Operations - City of Vancouver

Province: Vancouver, British Columbia
Position: Quality Assurance & Program Manager, Non-Market Housing Operations
Deadline: January 29, 2023
Posted: January 6, 2023

Job Description / Duties

Main Purpose and Function
Reporting to the Director, Non-Market Housing Operations (NMHO), the Quality Assurance & Program Manager, NMHO works in accordance with the department’s policies, procedures, and philosophies to ensure that supportive and inclusive housing models are coordinated and achieved, while applying quality control methodologies to deliver quality-housing targets. The position liaises with various internal and external stakeholders and partners to develop, implement, and monitor housing programs and supports across the portfolio to ameliorate the impacts of homelessness, poverty, and traumatic lived histories within tenant populations served.

The Quality Assurance & Program Manager provides input into the overall strategic programmatic, partnership, and quality assurance analytics and areas of focus for the NMHO housing portfolio. Consults with all relevant stakeholders on NMHO’s short and long term planning and project deliverables. Responsibilities include following up on quality assurance measures that advance NMHO’s housing strategies and fiduciary responsibilities.

This position also liaises with the community contacts and Residence Managers (RMs) working at each housing site; collaborating regularly with the NMHO Director and Manager providing programmatic updates and consulting on progressive strategies and initiatives to safeguard and preserve the City’s affordable and social housing mandates.

Specific Duties and Responsibilities

Program Management
- Executes program management tasks including issue and risk management, building complex multi-phase program schedules, tracking dependencies and milestones, and communication of overall program status
- Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups, external and internal stakeholders, resource and budget constraints; managing all aspects of dynamic, large-scale supportive housing programming in a highly sensitive environment
- Leverages resources outside own group to solve problems and achieve results; organizes within a consultative community framework; communicates and coordinates housing initiatives and projects with local community resources such as Vancouver Police Department, healthcare workers, Neighbourhood Houses, Friendship Centers, builds strong partnerships with third-party solution and service providers
- Effective stakeholder management as well as financial literacy of program parameters, budgets, operational models, inter-departmentally delivered capital projects.
- Develops and implements effective tenant focused programs, processes, procedures, and staffing schedules for meeting project and program deliverables.
- Works with tenants and home support agencies, advocates, partners, and community colleagues to ensure that all programs, workshops, facilitations, and settings are impactful and sustainable
- Chairs and facilitates high-level resident and team meetings with multiple participants and guiding discussions among multiple stakeholders to reach concrete decisions and productive outcomes; facilitate regular staff meetings, tenant meetings and additional program or community meetings as directed.
- Oversees and manages the daily programs offered to ensure the respect, safety and security of tenants, staff and visitors is maintained within the policies, procedure and philosophy of the housing department and Vancouver Affordable Housing Endowment Fund (VAHEF).
- Ensures building and program operations comply with all required Health and Safety standards and regulations, including WHMIS and Food Safe.
- Participates as a team member with other staff to ensure a safe and caring environment by performing duties such as responding to emergency issues, information sharing and supporting others respectfully within the parameters of the Freedom of Information and Protection of Privacy Act (FIPPA) and related departmental policies.
- Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; activating and implementing change.
- Develops and implements systems and processes to establish and maintain records for the business unit including; Completing and maintaining related manual and computerized records and documentation such as interactions and income testing with tenant and service providers, maintaining statistical data, completing individual tenant profiles.
- Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Direct staff to monitor the tenant’s ability to maintain their suite and when required make arrangements with support agencies for resources required to fulfill their obligations as a tenant and or community member, working to empower all tenants with appropriate levels of supports and resources; encourage and support tenant to make healthy choices and practises to remain accountable

Quality Assurance
- Plays a leadership role in fostering a culture of continuous quality improvement and best practices within a social housing environment, through an inclusive, equity-based lens, and approach.
- Monitors key systemic indicators and offers expert analysis on system wide practice and service delivery issues to the NMHO management team and provide insight to improve processes and practices to ensure quality housing is maintained while efficiency is optimized.
- Conducts reviews and undertakes issue mediation when departmental processes fail to resolve individual or site specific resolutions towards complex challenges.
- Develops mechanisms for continuous quality improvement based on quality assurance findings.
- Provides expert practical support to site staff on tenancy related or property management issues.
- Communicates and coordinates efforts with external appeal/advocacy bodies to promote effective solutions for individuals and households.
- Ensures that documentation, complaints, deviations, non-conformances, investigations, corrective and preventative actions and, change control are performed according to quality and regulatory requirements.
- Establishes and delivers new employee training to effectively orient to the departmental mission and mandate as well within the larger citywide context.
- Works with various stakeholders within the City to cooperatively identify and deescalate conflicts that arise within the tenant population and works towards creating an environment of trust while maintaining healthy boundaries among peers and collaborates.

Budget Management
- Ensures that all financial records for programs are up to date, financial reports and supporting documentation for funders are prepared as outlined in internal processes, and funding agreements.
- Provides required information to have invoices generated and submitted to partners and stakeholder agencies according to the established timelines.
Identifies and evaluates the risks associated with program activities and takes appropriate action to control the risks.
- Reports evaluation findings to the Director, Non-Market Housing Operations and recommend changes to enhance the program, as appropriate.
- Develops funding proposals for the program(s) to ensure the continuous delivery of services.
- Completes a variety of administrative functions and assist with the administration of tenant engagement funds as directed by the Director.
- Meets financial objectives by forecasting requirements; preparing annual program budgets; scheduling expenditures; analyzing variances; and in consultation with the Director, initiating corrective actions
- Exercises the ability to positively influence existing partnership as well as develop future partnerships in the delivery of meaningful programs.

Staff Management
- Supervises the Scheduler to ensure staffing supports are aligned with operational requirements.
- Supervises Resident Attendant Shift Leads, supporting the stabilization of operational environments and ensures adherence of risk mitigation strategies among staff and populations served.
- Oversees auxiliary staff professional development, performance and improvement plans
- In consultation with the Director, coordinates recruiting efforts to include administrative processes, candidate screening, and interviews
- Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, mentoring, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Perform other related duties as assigned.

Qualifications / Required Skills

Education and Experience:
- A degree in Public Administration, Urban Planning or a related discipline.
- Minimum five years of experience in the social housing sector, in progressively senior positions with a minimum of two years at a management level including experience in managing a large staff team.
- Recent related experience in: housing, social programming, human resource management, budget development and management; tenant and facility management; program coordination; working with non-profit organizations; and working with marginalized and disenfranchised populations.

Knowledge, Skills and Abilities:
- Considerable knowledge of budget preparation and management techniques.
- Considerable knowledge of the Residential Tenancy Act and Arbitration process.
- Considerable knowledge of the Society Act.
- Considerable knowledge of the WorkSafeBC and OH&S policy and procedures.
- Thorough understanding and application of the Collective Bargaining Agreement CUPE 15 that govern the unionized workforce, ability to work and manage in a unionized environment.
- Thorough understanding of the interest and needs of people who face multiple barriers including poverty, mental health, physical disabilities, and/or drug or alcohol dependencies and who may be marginally housed or homeless.
- Thorough understanding of social issues of poverty, isolation addiction, and marginalized populations, preferably within an urban context.
- Leadership approaches to management including performance and attendance management.
- Ability to lead and manage employees by way of best practices in hiring, coaching, mentoring, training, and managing performance and attendance.
- Ability to establish goals, manage competing priorities and be accountable for decisions and actions.
- Ability to organize training and education to support professional practices for staff working with vulnerable and at risk populations.
- Ability to plan, assign work, and evaluate progress of subordinates.
- Ability to promote, oversee and coordinate programming.
- Ability to establish and maintain effective working relationships with a variety of internal and external stakeholders.
- Ability to prepare reports, proposals and monitor expenditures.
- Ability to negotiate and work collaboratively.
- Collaboration and conflict management skills to promote a positive environment, good morale and cooperation.
- Communication skills to actively listen, reflect and reframe concerns or ideas, and gain trust to build understanding of common interests.
- Ability to work in a respectful and positive manner, dealing with people compassionately and tactfully.
- Ability to operate consistently within the City’s value base and provide a positive role model for employees, partners, and residents.
- Ability to anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
- Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
- Ability to work evening or weekends as operational needs dictate.

Driver’s License and Record Checks:
- A Police Record Check is a requirement of this position. A clearance requires the absence of any criminal charges or convictions related to this position.

Additional Information

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

The City of Vancouver has a COVID-19 Mandatory Vaccination Policy. All external applicants applying to the City of Vancouver are required to be fully vaccinated as a condition of hire and subject to this policy as a condition of ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a reason related to a Human Rights Code ground (such as disability). Such a request must be made during, not after, the recruitment process.

Business Unit/Department: Arts, Culture and Community Services (1200)
Affiliation: Exempt
Employment Type: Regular Full Time
Position Start Date: February 2023
Salary Information: Salary Range 80: $89,283 to $111,609 per annum

Application Close: January 29, 2023
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx.. 5-10mins. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a tailored summary of skills and experience related to the position.

Salary: Salary Range 80: $89,283 to $111,609 per annum

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Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.