Manager, Supportive Response Programs
CMHA Middlesex
London, ON

Job Summary:

The Manager, Supportive Response Programs will perform duties and responsibilities consistent with providing a psychosocial model of care to assist in streamlining access to community mental health and addiction supports for individuals accessing the Supportive Response Programs. This will also include duties and responsibilities specific to the development and implementation of programs as well as supporting the administrative requirements of CMHA Middlesex’s telephone supports including the Support Line and Reach Out Crisis Line. This is a full-time, permanent position which includes enrollment in the Healthcare of Ontario Pension Plan (HOOPP) and Extended Healthcare Benefits.

Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. In order to avoid delays in beginning a position, interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately three weeks to be delivered and offers of employment cannot be made without receipt of a PVSC.

Job Description and Primary Responsibilities:

Program Implementation

  • Develop and implement appropriate procedures and processes for providing service
  • Develop training protocols and schedules for teams/volunteers and assist with providing training
  • Develop and implement assessments for mental health and addiction supports, including training staff/volunteers to have individuals-served identify their support needs and desired outcomes
  • Develop and maintain an accurate and current list of community referrals
  • Facilitate links to community agencies and services as required
  • Develop and implement processes to ensure quality of care to individuals-served and families by training staff / volunteers to assess level of urgency, risk factors, personal / family strengths and resources and needed services; review training of staff / volunteers on an ongoing basis
  • Review phone line usage; develop schedules for staff/volunteers based on peak usage times
  • Develop protocols for staff/volunteer back-up in coordination with direct-service programs on-site
  • Ensure the availability and operation of necessary equipment and supplies for care of individuals-served
  • Ensure follow-through on service commitments
  • Provide a positive community presence and participate with community partner agencies and services, as required
  • Provide external and internal communications related to the Supportive Response Programs
  • Provide staff/volunteer mentoring, development and training
  • Address challenging situations; provide clinical supervision on a regular basis
  • Organize staffing, planning and coverage

Program Evaluation and Development

  • Promote the integration of evidence-based knowledge into the identification of best practices in the delivery of care to the appropriate population
  • Systematically evaluate the quality and effectiveness of services, analyze appropriate internal and external data and information to identify opportunities in collaboration with stakeholders for improving services and outcomes for individuals-served
  • Assist the Director in the development and organization of programs
  • As directed, coordinate and direct the expansion of services, including managing the movement of existing programs and the opening of new facilities
  • Complete Quality Record Reviews of programs in accordance with accreditation standards
  • As directed, assist with/compiling reports and proposals with regard to expansion and/or modification of services
  • Assist with coordinating and/or compiling accurate and comprehensive statistical reports to meet internal needs as well as funder requirements

Leadership and Human Resources

  • Professionally liaise with community workers and agencies with regards to programs and services
  • Coordinate the provision of services, which will include providing direction and support to staff / volunteers for needs assessments, goal setting, service coordination, crisis management, skills development, advocacy on behalf of individuals-served with other agencies/services, records and documentation
  • Conduct one-on-one and/or group staff/volunteer supervisions to review the team and/or staff member’s/volunteer’s specific work program, to discuss team/staff/volunteer progress and to review the direction of team/staff/volunteer work. Also, provide positive feedback and acknowledge accomplishments
  • Ensure annual reviews are completed for staff and volunteers
  • Work collaboratively with other Managers; work as part of a team to achieve goals
  • Monitor and coordinate daily staffing/volunteer requirements including the assignment of special projects, as required
  • Work closely with the Volunteer Program to interview potential staff/volunteers
  • Assist with orientating and training of new staff/volunteers
  • In the absence of the Director, ensure that all CMHA Middlesex and program-specific policies and procedures are adhered to
  • Participate in the rotation of the “On-Call” Team

Communication and Decision Making

  • Identify and promote the resolution and management of all emergency situations concerning individuals-served, staff, volunteers, and property using CMHA Middlesex policies and procedures
  • Make decisions independently and collaboratively concerning operations of the programs, in accordance with the policies of CMHA Middlesex and accreditation standards
  • Speak publically on behalf of the program and organization when requested. This may include media requests and presentations for agencies/events
  • Provide support to staff/volunteers with regard to all aspects of their role
  • Chair staff/volunteer meetings
  • Ensure effective communication with Director, managers, staff team, and external treatment teams concerning feedback from individuals-served
  • Ensure financial documentation and documentation related to individuals-served is completed and submitted as per CMHA Middlesex requirements
  • Complete required statistics and reports
  • Review budget with Director
  • Take on special assignments as agreed to with the Director
  • As directed, represent CMHA Middlesex on inter-agency committees
  • Resolve IT issues and coordinate with IT Team
  • Monitor and facilitate the resolution of maintenance issues
  • Perform other duties and responsibilities consistent with role and credentials, as directed

Job Specifications:

Required Qualifications

  • Post-Secondary education in Social Work (BSW or MSW) OR Nursing (BSCN or Masters preferred) OR Occupational Therapy
  • Current Registration from the Ontario College of Social Workers and Social Service Workers OR Ontario College of Nurses OR Ontario College of Occupational Therapists
  • Minimum of five years’ experience working with individuals experiencing mental illness and/or social services field
  • Minimum of three to five years’ experience in a supervisory/middle management capacity
  • Experience providing public education, awareness, within the community
  • Good working knowledge of computer office technology such as word-processing, spreadsheets, database records, internet and e-mail resources, etc. and ability to perform basic financial and documentation requirements related to activities and programs
  • Ability to attend work regularly

Preferred Qualifications/Experience/Qualities

  • Bilingual in both official languages is an asset
  • Knowledge of psychosocial rehabilitation concepts and applications
  • Knowledge of current psychiatric treatment practices, crisis and suicide intervention skills training, and community resources
  • Training/accredited credentials in middle management/human resource skills
  • Crisis experience
  • Knowledge of psychiatric medications
  • Knowledge of community resources
  • Knowledge of computerized documentation methods
  • Demonstrated judgment and organizational skills
  • Demonstrated ability to defuse potential conflict situations
  • Flexibility and adaptability to changing needs and circumstances
  • Ability to work effectively as an individual facilitator and in team settings
  • Ability to motivate staff and volunteers

Additional Requirements

  • Valid driver’s license
  • Access to a vehicle and adequate insurance coverage to meet job requirements
  • May be required to work evenings and weekends, as needed for training, scheduling, etc.
  • Proof of current, clear Police Vulnerable Sector Check (PVSC)
  • Proof of current certification in CPR and First Aid
  • Knowledge of WHMIS, fire, health and safety procedures

Hours of Work:

  • 35 hours per week
  • Hours of work may include afternoon, evening, weekend and statutory holidays with occasional call-out for emergencies
  • On-Call Team duties as per the schedule

Job Type: Full-time


  • program management: 1 year (Preferred)
  • Mental Health: 1 year (Preferred)