Program Manager

I Have A Chance Support Services Ltd.

Program Manager

Reporting To: COO

Department: Client Care Team / Senior Management

Job type: Full-time

Compensation: $75,000 - $80,000

Shift & Schedule

Monday to Thursday 8:30 am to 4:00 pm – Friday 8:30 am to 2:30 pm.

Additional hours may be needed.

Location: Stony Plain, AB

Travel: Yes (Ontario and all Support Homes), including on-call and emergency response as required

ABOUT US

Join our distinguished team at I Have a Chance Support Services Ltd. (IHACSS) and play a pivotal role in enhancing the lives of individuals in our care. We are dedicated to empowering individuals in our care facing mental illness and disabilities.

At IHACSS, people and culture are central to our operations. We create an environment that encourages collaboration and support, celebrates diverse perspectives, and empowers every team member to further our mission. Our dedication to inclusivity, ongoing learning, and mutual respect keeps our workplace dynamic and inviting, enabling us to attract, retain, and develop talented individuals who drive our collective achievements.

IHACSS is an accredited community-based organization that provides supported living to individuals with disabilities and complex needs. We strive to support and encourage people en-route to independence:

• to enhance their abilities and facilitate personal growth
• to achieve a sense of pride and accomplishment, and
• to enhance well-being and quality of life.

By listening, respecting, believing, and empowering, we can help individuals to achieve their goals anddreams. One step at a time.

Role Overview:

I Have A Chance Support Services Ltd. (IHACSS) is seeking an experienced and dynamic Program Manager to oversee the Client Care Team. The Program Manager is responsible for ensuring all client care programs align with IHACSS’s Mission, Vision, and Values and are delivered in accordance with contractual, regulatory, and accreditation requirements. Working collaboratively with Senior Leadership, including the Chief Operations Officer, Human Resources Manager, and Chief Financial Officer, the Program Manager supports operational excellence, program effectiveness, and continuous improvement across services.

Key Responsibilities:

Leadership, Supervision, and Team Development

• Provide leadership, mentoring, and direct supervision to Client Care Managers, the Registered Psychiatric Nurse, and the Registered Psychologist, including evaluations, debriefing, and clinical supervision.
• Support the professional growth and development of individuals, teams, and leadership staff through coaching, feedback, and performance management.
• Ensure appropriate performance management, coaching, and disciplinary processes are followed in accordance with policy, legislation, and best practice.
• Collaborate with Human Resources to support recruitment, onboarding, staffing stability, retention, and employee transitions, including terminations when required.
• Provide operational input on day-to-day staffing and scheduling decisions.
• Participate in on-call rotations and provide after-hours leadership and decision-making support as required.

Program Oversight and Service Delivery

• Ensure all client care programs align with IHACSS Mission, Vision, Values, contractual obligations, and service standards.
• Monitor, review, and approve Individualized Care Plans (ICPs), ensuring effective case coordination and measurable outcomes.
• Collaborate with the Client Care Team to assess individual needs, strengths, and challenges and support responsive care planning.
• Review service delivery models, treatment approaches, and clinical interventions, adapting practices to improve outcomes.
• Maintain and oversee Harm Reduction programming and lead the development of new and innovative programs to support individuals in care.
• Provide consultation and clinical guidance to teams to support complex service delivery and interdisciplinary decision-making.

Strategic Planning and Operational Leadership

• Collaborate directly with the Chief Operations Officer to ensure operational expectations and organizational priorities are met.
• Develop departmental goals and objectives in partnership with senior leadership.
• Participate in strategic planning, implementation, and evaluation of program development initiatives.
• Respond proactively to short- and long-term organizational, sector, and community trends to ensure program sustainability and responsiveness.
• Participate in senior leadership, department leadership, and contract meetings.

Compliance, Accreditation, and Risk Management

• Ensure compliance with CAC standards, licensing requirements, Occupational Health & Safety legislation, and contractual obligations.
• Prepare for and participate in inspections, audits, accreditation reviews, and licensing visits.
• Participate in abuse response investigations, critical incident investigations, and risk reviews as required.
• Ensure appropriate documentation, follow-up actions, and corrective measures are completed in a timely manner.
• Assist with drafting, reviewing, and updating policies and procedures in collaboration with the COO or designate.
• Work in partnership with the OH&S Coordinator to verify that all residences comply with Occupational Health & Safety requirements.

Fiscal Oversight and Reporting

• Monitor fiscal and budgetary compliance across programs.
• Track program expenditures and recommend financial adjustments as necessary.
• Complete audits to ensure timely, accurate submission of monthly, quarterly, and annual Client Care reports.

Collaboration and Stakeholder Engagement

• Build and maintain positive working relationships with funders, external partners, community agencies, and stakeholders.
• Facilitate all client care meetings and individual intake meetings.
• Attend and actively participate in interagency meetings, sector/network meetings, and collaborative initiatives.
• Promote IHACSS within the community and establish partnerships that support employment, inclusion, and community engagement opportunities for individuals in care.

Communication, Coordination, and Operational Support

• Work collaboratively with team members on program planning, implementation, and service delivery.
• Ensure clear, consistent communication regarding program actions, recommendations, and follow-up.
• Schedule and coordinate staff training sessions in collaboration with Human Resources.
• Coordinate necessary travel accommodation for staff or individuals in collaboration with the CFO.
• Provide oversight and support for maintenance activities and supervise assigned operational projects.
• Travel as required to support operations across service locations, as directed by the COO or designate.

Continuous Quality Improvement

• Attend all mandatory meetings, including administrative, operations, and accreditation-related meetings, and review meeting minutes as required.
• Maintain accurate and up-to-date employee personnel files, ensuring all credentials, training records, and documentation are complete and compliant.
• Attend all mandatory training sessions and maintain required certifications to support organizational safety, compliance, and best practices.
• Participate in internal and external audits, accreditation reviews, and vendor audits, including preparation, document compilation, and follow-up actions.
• Support continuous improvement initiatives by identifying administrative inefficiencies and recommending process improvements.
• Assist executive leadership with tracking action items arising from audits, inspections, and quality reviews.
• Support the development, review, and maintenance of administrative procedures to ensure alignment with IHACSS policies and accreditation standards.
• Monitor documentation quality and accuracy, supporting corrective actions and quality assurance initiatives.
• Participate in organizational planning activities that promote operational effectiveness and service excellence.
• Contribute to a culture of accountability, continuous learning, and quality service delivery across all departments.
• Demonstrated knowledge of accreditation standards and compliance practices.
• Experience working effectively within a unionized workforce, including adherence to collective agreements.
• Foundational medical or clinical knowledge to support informed decision-making and interdisciplinary collaboration.

Working Conditions:

• This is a full-time position with daytime hours; however, flexibility is required to meet operational needs.
• Participation in an on-call rotation is required, including availability outside regular business hours to respond to urgent or critical incidents.
• Extra hours may be required as operational needs arise.
• Travel is required to Ontario and all Support Homes.
• May be required to work at or be temporarily reassigned to other IHACSS locations.

Qualifications:

Education

• Degree or diploma in Disability Services, Addictions, Social Work, Human Services, Psychology, or another related field
• Formal education demonstrating knowledge of case management, program development, clinical practices, and ethical service delivery
• Training or coursework related to leadership, supervision, or program management is considered an asset

Experience

• Minimum of 5 years of progressive experience in disability services, addictions, social services, or a related human services field
• Minimum of 3 years of experience in a case management role, including care planning, coordination, and documentation
• Minimum of 2 years of experience in a group home, residential care, or supportive living environment
• Minimum of 2 years of supervisory or leadership experience, including staff oversight, coaching, performance management, and scheduling
• Demonstrated experience overseeing complex client needs, crisis intervention, and multidisciplinary collaboration
• Experience working within regulated, accredited, or licensed service environments

Knowledge, Skills, and Abilities

• Comprehensive knowledge of disability services, addictions, mental health support, and person-centered care models
• Strong understanding of case management practices, Individualized Care Plans, behavior support strategies, and harm reduction approaches
• Demonstrated leadership and supervisory skills, including staff coaching, performance management, and team development
• Excellent problem-solving, decision-making, and critical-thinking abilities in fast-paced and complex environments
• Strong communication and interpersonal skills for effective collaboration with clients, families, staff, senior leadership, funders, and external stakeholders
• Ability to interpret and apply legislation, accreditation standards (CAC), and organizational policies and procedures
• Proven organizational, planning, and time-management skills with the ability to manage competing priorities and deadlines
• Financial literacy related to program budgets, expense tracking, and fiscal accountability
• Competence in crisis intervention, conflict resolution, and critical incident response
• Strong documentation, reporting, and quality assurance skills with attention to accuracy and compliance
• Proficiency in technology systems, including electronic documentation, scheduling, and reporting tools
• Ability to work independently and collaboratively while exercising sound professional judgment
• Commitment to ethical practice, cultural humility, trauma-informed care, and continuous quality improvement

Other Duties

• Perform other related duties assigned to support the mission and operational needs of I Have a Chance Support Services Ltd.

Required In-House Training & Certifications

• First Aid / CPR
• MANDT
• Mental Health First Aid
• ASIST
• Medication Administration
• Abuse Prevention
• Diversity
• Food Safety
• WHMIS
• Health & Safety Training
• Trauma-Informed Care
• Cyber Security Training
• Cultural Awareness Training

IHACSS is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome applications from all qualified individuals, regardless of race, gender, disability, or background.

Compensation and Benefits:

• Collaborative and inclusive environment.
• Comprehensive health care coverage, dental benefits, & drug plan
• Emergency travel medical benefits
• Employee assistant program (EAP) (Lumino health virtual care) legal, family, financial and health aid program
• Health care spending account
• Business casual dress & free on-site parking
• PTO for sick days for 24 hours (after three months of employment)
• Ability to pick up extra shifts outside regular scheduled shifts.
• Company events (Summer Festival, Potluck’s, holiday events…)
• Opportunities to travel in Northern Canadian Provinces & Ontario
• Specialized in house paid training.