- Reports to: Director of Clinical Care / FRAFCA Leadership, with program oversight and collaboration with AHMA
- Classification: Full-time, 40 hours per week.
- Salary: $43.00 – 44.00 per hour
- Schedule: 10:00am – 6:00pm (Monday – Friday)
- Location: (Exact location to be disclosed during hiring due to confidentiality)Surrey, BC.
- Benefits: Extended Health Benefits, Group RRSP Plan, Paid time off, On-site parking, Wellness program including up to 10 paid days per year.
About FRAFCA:
The Fraser Region Aboriginal Friendship Centre Association is a non-profit organization that provides a diverse range of culturally safe and supportive services to Aboriginal people in Surrey and the Fraser Salish region. The Friendship Centre works from a decolonizing perspective, and as such, works to strengthen family bonds between generations and within the family.
About Surrey:
The City of Surrey is one of 21 municipalities in Metro Vancouver in British Columbia, Canada. We are located on the Lower Mainland on the south side of the Fraser River and share a border with the United States of America. Surrey is situated on the traditional, ancestral, and unceded territories of the Salish Peoples, including the q̓ic̓əy̓ (Katzie), q̓ʷɑ:n̓ƛ̓ən̓ (Kwantlen), and Semiahma (Semiahmoo) land-based nations.
About Complex Care Housing (CCH)
FRAFCA’s Complex Care Housing (CCH) program provides 24/7 wraparound support to adult Indigenous women who have historically experienced chronic homelessness and who may be living with severe and persistent mental health and substance use challenges, often complicated by physical health concerns and significant challenges in daily living.
Residents are supported within a congregate home environment by a multidisciplinary clinical and social support team.
The program operates through an Indigenous-led, culturally safe, trauma-informed and decolonized harm reduction approach, supporting residents across areas including housing stability, physical and mental health, substance use and harm reduction, cultural connection, social and recreational wellbeing, and daily living skills.
Position Overview
The Complex Care Program Manager is responsible for the overall leadership, coordination, quality and performance of FRAFCA’s Complex Care Housing program.
This is not a traditional clinic administration role. The position requires a leader who is comfortable working within a 24/7 supportive housing and complex-care environment serving residents with significant mental health, substance use, health and psychosocial needs.
The Program Manager provides oversight of program operations, resident care, clinical coordination, staff performance, quality assurance, crisis response, documentation, financial administration and compliance.
Working as part of a multidisciplinary team, the Manager collaborates closely with Registered Nurses, Life Skills Workers, clinical supervisors, physicians, psychiatrists, Indigenous health and cultural providers, outreach teams, AHMA, and other health and social service partners.
The Manager ensures that services are delivered in accordance with FRAFCA policies, funding and operating requirements, applicable professional and regulatory standards, and the program’s culturally safe, trauma-informed and harm reduction model of care.
Duties & Responsibilities
1. Program Operations & Resident Services
- Provide overall leadership and oversight of the 24/7 operations of the Complex Care Housing program.
- Ensure appropriate staffing levels and continuity of resident services at all times.
- Oversee resident intake, transition and discharge processes, case-management systems, safety protocols and program practices.
- Ensure program eligibility requirements and individualized care plans are consistently implemented and reviewed in collaboration with appropriate clinical and program partners.
- Ensure resident services reflect a person-centred, culturally safe, trauma-informed, decolonizing and harm reduction approach.
- Provide direct program or resident support when required during emergencies, staffing shortages or particularly complex situations while maintaining overall management oversight.
2. Clinical & Care Oversight
- Provide day-to-day program-level clinical oversight and quality assurance across resident care functions, in collaboration with qualified clinical professionals and AHMA.
- Work collaboratively with the multidisciplinary team, including Registered Nurses, Clinical Supervisors, physicians, psychiatrists, Indigenous health providers, outreach teams and other internal and external service providers.
- Oversee individualized care planning, case coordination, crisis response, harm reduction programming and coordination with health and social service partners.
- Monitor clinical practices and identify practice gaps requiring coaching, training, clinical consultation or corrective action.
- Ensure applicable clinical protocols and harm reduction practices are understood and consistently followed, including protocols relating to Opioid Agonist Therapy (OAT), prescribed safer supply and Managed Alcohol Programs, where applicable to resident care.
- Ensure staff maintain consistent and appropriately documented contact with residents based on assessed needs, individualized care plans, program policies and funding requirements.
- Ensure staff are prepared to identify and appropriately respond to emergencies including overdose, suicide risk, acute mental health crisis and other medical or safety emergencies.
- Ensure resident care takes a holistic approach incorporating housing stability, physical health, mental health, substance use support, harm reduction, cultural connection, social and recreational wellbeing and daily living skill development.
- Ensure clinical practices, medication handling, documentation and incident responses comply with applicable clinical standards, organizational policies and regulatory requirements.
3. Staff Leadership, Supervision & Performance
- Recruit, onboard, supervise, coach and evaluate program staff in collaboration with Human Resources, AHMA and other appropriate program leadership.
- Provide ongoing training, supervision, mentorship, coaching and performance feedback to Life Skills Workers, nursing staff and other program team members.
- Identify training and competency needs and coordinate appropriate professional development and clinical education.
- Conduct formal performance evaluations and address performance or practice concerns through appropriate coaching, performance management or progressive discipline processes in collaboration with Human Resources.
- Foster a team culture grounded in accountability, psychological safety, collaboration, cultural safety and shared commitment to resident wellbeing.
- Schedule, direct and oversee staff meetings, case conferences, quality-improvement initiatives, in-services and interdisciplinary discussions.
- Support staff in managing complex resident situations through consultation, coaching and coordinated decision-making.
4. Staffing, Scheduling & Payroll Accountability
- Prepare, communicate and manage staff schedules to maintain appropriate 24/7 operational coverage.
- Respond to staffing changes and operational needs in a timely manner.
- Ensure all Complex Care Program staff timesheets are accurately reviewed and submitted to Payroll within established timelines.
- Ensure the Manager’s own timesheet is submitted within required timelines.
- Communicate promptly with Human Resources and Finance regarding resignations, medical leaves, employment-status changes and other staffing matters.
5. Program Quality, Documentation & Continuous Improvement
- Maintain overall accountability for documentation standards, data quality and program reporting.
- Monitor program effectiveness through audits, case reviews, clinical reviews, team meetings, resident outcomes and stakeholder feedback.
- Track program performance against established goals, funding requirements and service expectations.
- Identify gaps and make recommendations to strengthen resident care, program operations and service delivery.
- Participate in and lead case conferences, interdisciplinary meetings and clinical reviews.
- Ensure individualized care plans and relevant program documentation are developed, implemented, reviewed and maintained appropriately.
6. Financial & Administrative Accountability
- Participate in program planning, budgeting and ongoing budget monitoring.
- Track program expenditures and ensure spending remains consistent with approved budgets, funding agreements and contractual requirements.
- Exercise appropriate purchasing authority within approved budgets and FRAFCA approval thresholds.
- Ensure Purchase Orders and other program-related financial documentation are accurately prepared, reviewed and submitted to Finance within required timelines.
- Ensure accurate coding and appropriate supporting documentation for program expenditures.
- Maintain accurate program administrative and financial records.
7. Reporting & Funder Accountability
- Oversee, compile and submit accurate statistical and narrative program reports.
- Ensure reports are complete, timely and consistent with applicable funding and operating requirements.
- Maintain appropriate confidentiality and documentation standards.
- Collaborate with FRAFCA leadership, AHMA and other funders or partners regarding program performance, reporting requirements and identified areas for improvement.
8. Health, Safety, Crisis Response & Compliance
- Maintain a safe and healthy environment for residents, employees and visitors.
- Ensure staff understand and follow infection-control practices, universal precautions, workplace safety requirements and applicable program safety protocols.
- Ensure employees are appropriately trained in incident reporting, emergency response and documentation requirements.
- Ensure teams are equipped to respond appropriately to overdose, suicide risk, acute crisis and other emergency situations.
- Ensure all critical incidents, medical events, medication discrepancies, safety concerns, near misses and other significant occurrences are promptly reported, addressed and documented.
- Ensure timely communication of incidents to FRAFCA leadership, Human Resources, AHMA, health authorities or other external authorities where required.
- Ensure compliance with applicable legislation, health authority requirements, professional standards, funding requirements and FRAFCA/AHMA program expectations.
9. Community Partnerships & Cultural Safety
- Build and maintain effective relationships with Indigenous organizations, cultural supports, health and social service agencies, community partners and other stakeholders.
- Advocate for resources and services required to support resident wellbeing.
- Represent the Complex Care Housing program at community tables, planning processes and partner meetings as required.
- Support culturally safe practices and meaningful connection to Indigenous culture, community, traditions and ways of healing and recovery.
- Work collaboratively with Indigenous and non-Indigenous partners to strengthen cultural safety and continuity of care.
10. General Duties
- Perform other related duties as required to support the effective operation, quality and sustainability of the Complex Care Housing program.
Qualifications & Experience
Education, Training and Experience
- Master’s degree preferred, or a Bachelor’s degree with significant equivalent experience, in Social Work, Nursing, Psychology, Counselling, Public Health or another relevant health, social or behavioural science discipline.
- Demonstrated experience working in mental health, substance use, complex care, supportive housing, community health or a related setting.
- Minimum two (2) years of recent supervisory or leadership experience within the health, mental health, substance use, supportive housing or social services sector.
- Demonstrated experience providing leadership within a multidisciplinary environment serving individuals with complex needs.
- Clinical registration or licensure as a nurse, social worker, counsellor, psychologist or other relevant regulated professional is an asset, where applicable.
- Previous experience in program development, implementation, evaluation and quality improvement is an asset.
- Experience working with Indigenous communities and knowledge of Indigenous approaches to health, wellness, healing and recovery is strongly preferred.
- Current valid BC driver’s licence.
- Current Criminal Record Check, including Vulnerable Sector screening.
- FoodSafe Level 1, First Aid, Naloxone and Non-Violent Crisis Intervention training, or willingness to obtain required certifications.
Skills & Abilities
The successful candidate will demonstrate:
- Strong understanding of mental health, substance use, harm reduction, trauma-informed practice and psychosocial rehabilitation.
- Ability to effectively engage and establish rapport with residents experiencing significant and complex needs.
- Understanding of culturally safe and decolonizing approaches to service delivery.
- Understanding of varied Indigenous perspectives, cultures, traditions and ways of healing and recovery.
- Knowledge of programs, services and community resources available to Indigenous women.
- Strong leadership, staff supervision, coaching and performance-management skills.
- Ability to provide constructive feedback, address practice concerns, resolve conflict and motivate multidisciplinary staff.
- Strong crisis-intervention, conflict-resolution and problem-solving skills.
- Ability to recognize changes in residents’ presentation and ensure appropriate clinical or emergency supports are accessed.
- Strong knowledge of clinical documentation, confidentiality and compliance requirements.
- Ability to work effectively with multidisciplinary teams involving both Indigenous and non-Indigenous professionals and service providers.
- Demonstrated ability to organize work, establish priorities and manage competing operational demands within a 24/7 program.
- Strong verbal, written and interpersonal communication skills.
- Familiarity with electronic medical records and clinical technology platforms; familiarity with PharmaNet, CareConnect and related systems is an asset.
- Knowledge of Universal Precautions and WHMIS.
- Flexibility, openness, authenticity, resilience and the ability to work independently and collaboratively.
- Physical and mental ability to perform the duties of the position.
- A working knowledge of an Indigenous language and local community knowledge are considered assets.
We thank all applicants; however, only those selected for an interview will be contacted.
Applications will be accepted on a rolling basis. The posting will remain open until a suitable candidate is identified and the position is filled.
Pursuant to s. 41 of the BC Human Rights Code, preference may be given to Indigenous applicants.
FRAFCA is committed to the National Truth and Reconciliation Calls to Action. As an organization primarily engaged in promoting and serving the interests of Indigenous peoples, FRAFCA prioritizes employment opportunities for Indigenous peoples. Preference will be given to Indigenous applicants unless such preference would constitute a discriminatory practice under applicable human rights legislation.
