Manager, Community Services

Overview:

The Manager, Community Services leads WINS’ Community Resource Hub programming, Connections, House to Home, and other community supports. Reporting to the Director, Community Impact, the Manager supervises two Coordinators and supports the broader Community Services team to ensure consistent, participant-centred services. This role combines team leadership with program development, community partnerships, budget monitoring, evaluation, and continuous improvement. Working with the Director and Coordinators, the Manager translates departmental priorities into effective services that respond to community needs.

Duties and Responsibilities:

Program Leadership and Development

• Lead Community Services across WINS locations and work with the Director and Coordinators to set program priorities, service standards, and annual plans.
• Design and launch new programs, from community needs assessment and program planning through implementation and review.
• Use participant feedback and community needs to improve services, respond to gaps, and support consistent, safe, and inclusive delivery.
• Ensure programs meet WINS policies, privacy and health and safety requirements, and funder commitments.

People and Team Leadership

• Supervise and coach the Connections and Programming Coordinators, including performance, workload planning, staff development, and accountability.
• Maintain a regular presence at program sites and support Coordinators in resolving complex participant, staffing, or service-delivery concerns.
• Lead recruitment and selection for the Community Services team, working with the Coordinators and People & Culture to identify staffing needs, assess candidates, and support effective hiring and onboarding.

Program Evaluation and Data

• Develop and lead program evaluations, including logic models, outcomes, indicators, surveys, and other data-collection tools.
• Set data-quality and reporting expectations; analyze results and participant feedback to assess effectiveness and improve programs.
• Prepare clear outcome and impact reports for the Director, funders, and organizational planning.

Partnerships and Resources

• Build community partnerships that strengthen referrals, access to services, and coordinated support; represent WINS at relevant community tables.
• Monitor budgets, service demand, and resource needs; recommend adjustments to support effective program delivery.

Requirements:

This role works across WINS program sites, community hubs, partner locations, and events. Flexibility to work occasional evenings and weekends is required to support engagement activities.

Education

• Bachelor's degree in social work, community development, human services, or a related field; equivalent education and relevant experience may be considered.

Experience

• At least five years of relevant community or nonprofit program experience, including three years of direct people management.
• Demonstrated experience designing, leading, improving, or expanding community programs in response to participant and community needs.
• Demonstrated experience creating program evaluations and data-collection tools, analyzing findings, and reporting outcomes.
• Experience with community partnerships, budget monitoring, and program delivery across locations.

Knowledge, Skills, and Abilities

• Understanding of poverty, social factors affecting women and families, and community resources.
• Strong communication, coaching, planning, and decision-making skills.
• Knowledge of trauma-informed, culturally responsive, and confidential service practices.

Certifications and Conditions

• Satisfactory Vulnerable Sector Check, as required by WINS policy, and legal eligibility to work in Canada.
• Valid Class 5 Driver's Licence and reliable transportation for travel within Calgary and surrounding areas.
• Relevant training in evaluation, crisis de-escalation, Indigenous cultural safety, or related areas is an asset.

Personal/Professional Attributes

• Approachable, collaborative, and adaptable; demonstrates WINS’ values of integrity, diversity, sustainability, collaboration, and innovation.