Program Manager
Terrace and District Community Services
Terrace, BC

Reference Number: 721-20

Position: Program Manager (2 positions available)

Job Summary

The Manager ensures that day-to-day operations of the program are run in a professional and efficient manner with attention to confidentiality and in compliance with the organization’s policies and philosophy. The Manager provides supervision to program supervisors, and is responsible for their development. The Manager may be involved in key human resource functions which include: interviewing applicants and contributing to hiring decisions, the execution of performance management responsibilities, including employee evaluations, development of employee performance improvement plans, and progressive discipline up to and including the termination of employees. The Manager prepares reports, program payroll, and is involved in budgeting.

TDCSS fosters an environment of continuous learning and a work culture of professional development. All employees of TDCSS are expected to participate in ongoing professional growth and development activities.

Key Duties and Responsibilities:

Program Activities

  • Provides effective and accountable managerial leadership to program supervisors in supporting them towards meeting their accountabilities. This includes providing regular ongoing supervision in line with the organizations strategic goals and performance management system as well as quality assurance, accountability, and employee development.
  • Schedules program staff and monitors daily program operations.
  • Oversees and directs program supervisors to meet their program specific goals as they align with the organizations strategic plan.
  • Writes service delivery reports and provide these reports to the funder while maintaining appropriate client confidentiality and integrity of confidential information.
  • Develops, implements and evaluates program goals, objectives, policies and procedures and ensures that the required standards are maintained. Identifies both physical and program needs of the program and addresses such needs to the Associate Director.
  • Oversees the adherence to medication policies and procedures.
  • Provides leadership and guidance to supervisors in planning and providing client plans, case conferencing and case management. May provide support to staff through participation in mediation aimed at conflict resolution between staff, clients, the Board of Directors of Directors and the community.
  • Oversees the safety and well-being of people receiving services.
  • Responds to medical emergencies and health concerns.
  • Ensures accurate data integrity in the HRIS, CRM, and Office 365 systems.
  • Provides direction in the maintenance of the cleanliness, safety, and repair of the program. Also, supports the maintenance of the program’s food, janitorial supplies, and other inventory. These responsibilities may be done directly at times or through delegation to staff.
  • Acts as a liaison with the community and promotes/encourages community involvement in the program. Establishes a rapport with the community and community agencies. Provides liaison with government officials, professionals and organization staff. Maintains open communication with client’s families.
  • Functions independently while managing multiple concurrent projects and deadlines, including emergency situations.
  • Actively participates as member of the management team.
  • May at times be required to provides on-call support for programs.

Change Management

  • Supports organizational change management initiatives while displaying a positive attitude towards change management activities.
  • Provides managerial input into change management processes and decision making.
  • Supports supervisors and staff through change management activities.

Recruitment and Hiring

  • Supports the recruitment and selection process including participating in job analysis, job design, job postings, applicant screening, conducting applicant interviews, participating in the grading and hiring decision of applicants.

Quality Assurance and Progressive Discipline

  • Evaluates the performance of program supervisors. Identifies the needs for staff re: supervisor management, personal and professional development.
  • Monitors and tracks employee sick time, keeps track of staff absenteeism and advise the Director of Human Resources and Operations of concerns.
  • Supports employee adherence to quality expectations and standards.
  • Informs the Director of Human Resources and Operations of issues related to employee relations as you become aware of them.
  • May at times be required to assist the Director of Human Resources and Operations in conducting workplace investigations, the progressive disciplinary process, and employee terminations.
  • Ensures disciplinary action is taken as per policy and in line with the collective agreement.
  • Supports the development of an annual training plan based on employee training assessment needs
  • Acts as a role model to employees.

Financial Management

  • Is responsible for monetary aspects of the program and has limited financial approval authority: participates in the budget development process, maintains financial records, monitors and reconciles cash flow and all financial transactions,approves the purchase of goods, materials, equipment and capital improvements for the program.
  • Stays within spending authority or gets authorization according to policy for larger purchases.
  • Completes any required monthly financial reporting documents.
  • Completes payroll for programs.
  • Provides input on yearly budget preparation to the Program Associate Directors.
  • Checks employee schedules for accuracy and completeness prior to freezing time.
  • Ensures billing for services are prepared as required monthly.

Confidential Information Management

  • Maintains the confidentiality of employee information while utilizing relevant information for strategic decision making.
  • Maintains written documentation on all relevant and essential aspects of operations (i.e. individual records, personnel files, emergency training and care plans).
  • Manages confidential employee information in the HRIS, CRM, and Office 365 systems (discipline, performance management, personnel information etc).
  • Performs other related duties as required.

Hours 35-40 hours per week FULL-TIME

Shifts4 our of 5 days will be 8am-5pm between Monday through Friday, (one shift will be an evening shift, between the hours of 1pm-9pm – day of week to be determined)


Education, Training and Experience:

  • A diploma or degree in social work, counselling or a related field, or the equivalent education and experience is typically required for this position.
  • Administrative and supervisory experience is required.
  • Preference may be given to candidates with three to five year’s previous supervisory experience in the community social services’ sector with a demonstrated working knowledge of a specific community-based program and related provincial and community support is required.
  • Specific program, legislative/policy, provincial and other government frameworks and systems, labour relations or professional knowledge may be required.

Job Skills and Abilities:

  • Good oral, written and interpersonal communication skills
  • Demonstrated leadership skills
  • Thorough knowledge of program issues
  • Interviewing and assessment skills
  • Knowledge of group process and facilitation techniques

Additional Information:

  • This position is required to work in a stressful environment often dealing with clientele in crisis situations. The ability to function independently and frequently under pressure while managing multiple concurrent programs, including managing emergency situations is an ongoing expectation of this position. Evening and weekend work may be required at times.

An equivalent of education and/or experience will be considered for this job. Job Descriptions are available upon request from the TDCSS Human Resources Department.

Pay and Benefits will be in accordance with TDCSS.

TDCSS is an equal opportunity employer. All qualified applicants are encouraged to apply, however only successful applicants will be contacted.

This position is open to applicants of all genders.

Please apply for each posting that you are interested separately, even if you have previously applied with TDCSS.

Starting Wage – $26.50/hr starting wage

Plus Benefits after three months, which include: Medical, Dental, Extended Health (optional), Municipal Pension Plan.

All external applications must include: TDCSS Application, and three work references

Date Posted: August 12, 2019 Closing Date: when positions are filled

Job Type: Full-time


  • Supervisory: 1 year (Preferred)
  • Social Services: 1 year (Preferred)


  • Class 5 Drivers License (Preferred)


  • English (Preferred)