Manager, Community Programs

Position Summary

The Manager, Community Programs provides leadership and day-to-day management for Hospice Niagara's community-based psychosocial, grief and bereavement, navigation, wellness and outreach programs. The Community Programs team includes the Psychosocial Lead, Psychosocial Bereavement Counsellors, Bereavement Specialist, Bereavement Coordinator, Community Program Coordinators and Clinical Navigators.

The Manager ensures that Community Programs are delivered safely, consistently and effectively in accordance with Hospice Niagara policies and procedures, applicable legislation, professional standards, accreditation requirements and approved organizational priorities.

Reporting to the Senior Director, Clinical Services, the Manager leads the Community Programs team, oversees program operations and service delivery, manages staff and resources, monitors quality and outcomes, and identifies opportunities for program improvement.

The Manager works collaboratively with clinical services, volunteers, Fund Development, Marketing and Communications, and other departments to support coordinated service delivery and an accessible, equitable and person-centred experience for clients, caregivers, families and community members.

Lead and Manage Community Programs

• Provide department leadership and management of Community Programs.
• Oversee the quality of psychosocial, grief and bereavement, navigation, wellness and outreach services.
• Align department priorities and workplans with the organization's strategic plan and monitor progress toward relevant goals.
• Monitor program capacity, workloads, caseloads, service pressures and operational needs.
• Ensure programs are delivered safely, equitably, effectively and consistently.
• Identify opportunities to improve accessibility, efficiency, service quality and participant experience.
• Lead the implementation of approved program changes and initiatives.
• Monitor program outcomes and use service data and participant feedback to inform ongoing improvement.
• Liaise with other departments to ensure accurate public information, support the sharing of client experiences and stories with appropriate consent, and identify opportunities for donor engagement while respecting client privacy and maintaining clear boundaries between care and fundraising.

Lead and Support People

• Provide direct leadership and supervision to Community Programs staff.
• Establish clear expectations and support staff in achieving their responsibilities.
• Oversee recruitment, orientation, onboarding, scheduling, workload allocation and staff development.
• Provide coaching, feedback and performance management in accordance with organizational policies and processes.
• Provide clinical supervision within the Manager's professional scope and ensure access to discipline-specific consultation or supervision where required.
• Promote employee attendance, performance and workplace success by providing timely support, coaching and feedback, in collaboration with Human Resources as appropriate.
• Foster a respectful, inclusive, collaborative and psychologically safe work environment.
• Support staff in maintaining evidence-informed, trauma-informed, culturally responsive and person centred practices.
• Facilitate team meetings, operational discussions, case consultation and collaborative problem solving.
• Support effective collaboration among regulated and non-regulated professionals.

Support Quality, Safety and Compliance

• Ensure Community Programs operate in accordance with applicable legislation, professional standards, organizational policies and accreditation requirements.
• Monitor program quality, service outcomes, participant feedback, complaints, incidents and identified risks.
• Lead approved quality-improvement initiatives within Community Programs.
• Ensure appropriate privacy, consent, documentation and information-management practices.
• Support accreditation and quality activities within the program area.
• Identify and respond to clinical, professional-practice, privacy, safety and operational concerns, escalating matters as appropriate.
• Promote a culture of continuous learning, quality improvement and accountability.
• Manage responses to client concerns, complaints and serious occurrences, ensuring timely follow-up, appropriate documentation, escalation and corrective action in accordance with organizational policies.

Build Community Connections

• Develop and maintain positive working relationships with healthcare, social service, cultural and community organizations.
• Strengthen referral pathways and collaborative relationships that support access to Hospice Niagara services.
• Represent Hospice Niagara at approved community meetings, committees, events and initiatives.
• Identify emerging community needs, service barriers and opportunities to improve access to programs.
• Support equitable and culturally responsive service delivery.
• Build and sustain relationships with Indigenous organizations and communities, guided by their priorities and protocols, to support Indigenous-led approaches and culturally safe access to hospice palliative care and grief services.
• Work collaboratively with community partners to address barriers experienced by underserved and equity-deserving communities and develop client- and community-led approaches and co-developed programs.

Manage Resources and Program Performance

• Develop and manage the Community Programs operating budget within approved parameters and delegated authority.
• Monitor expenditures and identify emerging resource requirements.
• Ensure staffing, equipment, supplies and other resources support effective program delivery.
• Monitor program performance using appropriate data, outcomes and feedback.
• Prepare program reports, data analysis and information required for organizational, quality, accreditation and funder reporting.
• Provide recommendations to senior leadership regarding program needs, opportunities and resource requirements.

Support Education and Development

• Identify staff learning and development needs.
• Coordinate approved training and educational activities.
• Support orientation and ongoing professional development for Community Programs staff.
• Promote reflective practice, continuous learning and knowledge sharing.
• Maintain current knowledge of hospice palliative care, grief and bereavement, community-based services, relevant legislation and professional standards.

Skills & Attributes

• Master's degree in Social Work and registration in good standing with the applicable Ontario regulatory college.
• Minimum five years of progressive experience in healthcare, hospice palliative care, grief and bereavement, mental health or community services.
• Previous supervisory or management experience, preferably in a healthcare, social-service or community-based environment.
• Experience leading multidisciplinary teams and managing staff, workloads and program delivery.
• Experience with program planning, implementation, evaluation and continuous improvement.
• Experience with operational budgeting and resource management.
• Knowledge of hospice palliative care, privacy requirements, applicable legislation, professional standards and accreditation practices.
• Strong leadership, communication, relationship-building, coaching, conflict-resolution and organizational skills.
• Demonstrated ability to make sound decisions, manage competing priorities and respond effectively to changing needs.
• Demonstrated commitment to equity, accessibility, cultural responsiveness and trauma-informed practice.
• Experience working with volunteers, community partners, grant-funded programs or equity-deserving communities is an asset.
• Proficiency with Microsoft Office and electronic client-record, scheduling and reporting systems.
• Valid Ontario driver's licence, access to a reliable vehicle and ability to be insured to drive in Ontario.
• Satisfactory Vulnerable Sector Police Records Check completed within the preceding six months.