Job Summary
The Program Manager of Frontline is responsible for the overall leadership, management, and day-to-day operation of Harvest House Atlantic's Emergency Shelter Program. This position ensures the delivery of safe, supportive, trauma-informed care and client-centered services while maintaining operational excellence, regulatory compliance, accreditation standards, and organizational objectives.
The Program Manager of Frontline provides direct supervision and leadership to frontline staff, oversees program delivery, manages staffing and scheduling, supports crisis intervention and case management activities, and works collaboratively with internal departments and external community partners to ensure quality service delivery and positive outcomes for shelter guests.
Key Responsibilities:
Program Operations
· Oversee the daily operation of the emergency shelter program.
· Ensure adequate staffing coverage for all shifts and service areas.
· Maintain a safe, supportive, and trauma-informed environment for guests and staff.
· Monitor shelter occupancy, admissions, discharges, and service delivery activities.
· Ensure consistent implementation of shelter policies, procedures, and program standards.
· Support crisis intervention, conflict resolution, and emergency response activities.
· Ensure appropriate documentation and reporting requirements are maintained.
Staff Leadership & Supervision
· Provide leadership, guidance, coaching, and support to frontline staff.
· Conduct periodic staff meetings and provide ongoing communication regarding operational updates.
· Complete employee onboarding, training, and orientation processes for new shelter staff.
· Conduct periodic employee performance reviews and provide performance coaching as required.
· Support employee development and professional growth.
· Address employee concerns, workplace conflicts, and disciplinary matters in accordance with organizational policies.
Client Services
· Support the delivery of client-centered services that promote stability, safety, and housing outcomes.
· Monitor client concerns and ensure timely follow-up and resolution.
· Support frontline staff in managing complex client situations and crisis events.
· Ensure case management statistics and service outcomes are monitored and maintained.
· Promote a culture of respect, dignity, and inclusion for all guests.
· Compliance & Accreditation
· Ensure compliance with organizational policies, procedures, funding requirements, and accreditation standards.
· Facilitate departmental progress toward organizational accreditation goals.
· Participate in policy reviews and quality improvement initiatives.
· Support documentation audits and corrective action planning as required.
· Ensure confidentiality and privacy requirements are consistently maintained.
Health & Safety
· Participate in Occupational Health and Safety activities.
· Ensure compliance with all OH&S requirements and organizational safety standards.
· Participate in incident investigations and corrective action planning.
· Coordinate emergency preparedness activities, fire drills, and emergency response exercises.
· Ensure timely completion and follow-up of incident reports.
· Participation in and coordination of periodic fire drills and emergency exercises
Administration, Finance & Reporting
· Prepare and submit operational reports within established timelines.
· Manage departmental scheduling and staffing plans.
· Monitor departmental budgets and expenditures.
· Maintain accurate records, reports, and documentation.
· Schedule published at least two weeks in advance
· Attendance of leadership meetings
· Participation in accreditation initiatives
Collaboration & Community Partnerships
· Work collaboratively with internal departments to support organizational objectives.
· Maintain positive working relationships with community agencies, service providers, and stakeholders.
· Participate in organizational leadership meetings and planning initiatives.
· Support strategic priorities and organizational development efforts.
Preferred Qualifications:
Experience
· Minimum three (3) to five (5) years of leadership or management experience.
· Experience working within shelter services, homelessness services, social services, or related fields preferred.
· Experience supervising staff and managing program operations
Education
· Diploma or Degree in Human Services, Social Work, Psychology, or a related field is considered an asset.
Certification
· NVCI Non-Violence Crisis Intervention Training is preferred
· ASSIST Training is preferred
· Other Trainings related to the job
Mandatory Requirements
· Social Development Record Check
· Vulnerable Sector Record Check
· Criminal Sector Record Check
· First Aid Training is a requirement
Key Performance Indicators (KPIs):
· Staff shift coverage maintained
· Monthly operational reports submitted within deadlines
· Policy compliance audits performed regularly
· Leadership & Staff Management meeting set expectations
· Performance reviews completed periodically
· New employee onboarding completed within 30 days of selection
· Staff retention rate maintained or improved over set period
Pay: $52,000.00-$58,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
