Madison Community Services
Position Description
POSITION TITLE : Program Manager – 81 Wilson Park Program
Full Time – 1 Year Contract (Non-Unionized Position)
REPORTS TO : Director, Operations & Administration
ANNUAL SALARY : $65,000
ABOUT MADISON:
Madison Community Services is a non-profit organization dedicated to promoting independence, health, recovery, and community integration for individuals living with mental health challenges. We achieve this through the delivery of client-centered, recovery-oriented case management, supportive housing, and a wide array of mental health and settlement services.
Madison is committed to achieving high standards of care that are evidence-based, client centered, recovery-focused, and aligned with Accreditation Canada's standards. We are dedicated to continuously improving our quality of services through measurable outcomes and performance indicators.
POSITION SUMMARY:
Manager oversees the day-to-day aspects of the Madison’s supportive housing programs and property maintenance management. The position is responsible for: program development, planning and evaluation; staff hiring, supervision and performance reviews; development, implementation and monitoring of program protocols, polices, and procedures; compliance to relevant legislation, funder and organizational policies; budget oversight; program reporting; representation of program representation with partners and in broader community.
DUTIES, RESPONSIBILITIES, AND RELATED TASKS
1. Organizational
- Comply with the agency, partner, and funder policies, standards, guidelines and procedures
- Participate effectively in staff and other designated internal meetings and training
- Assist senior management staff in resolving program and property management issues that are brought to attention by clients, community agents relating to the property, partners or funders
- Report health and safety concerns to senior management to ensure all staff work in a safe and supportive environment.
- Work in cooperation with senior management and other staff members in the provision of efficient and coordinated services
- Work from a recovery framework in achieving the organization’s mission, which is: to promote the health, independence, recovery and community integration of persons with mental health and/or addictions challenges through advocacy, education and the provision of a broad range of community based and housing support services.
2. Housing Operations Functions
Administration
- Oversee food, linen and toiletry supply purchasing
- Oversee food planning, purchasing and disbursement
- Oversee physical aspects of the community room, common rooms and units/rooms
- Manage pest control documentation including identification, preparation and spraying for pests (e.g., bedbugs), in coordination with the Senior Manager, Supportive Housing Programs
- Attend monthly meetings with Senior Manager, Supportive Housing Programs, and Supportive Housing staff team
- Be present on site on a regular basis
- Report all incidents involving outside intervention to Senior Manager, Supportive Housing Programs and document accordingly
- Maintain an up to date client list
- Ensure all incidents are entered into the client management system and reported to Senior Management in a timely manner
- Submit move in and move out information to Senior Manager, Supportive Housing Programs who will submit to funder and finance
- Work collaboratively with the agency’s health and safety committee to ensure program is safe and procedures are followed by staff
- Document all inspections (e.g., Fire, City, Public Health)
- Conduct regular site visits to Congregate Houses
Staff and Clients
- Manage on site staffing and staff schedules
- Assist in the hiring and orientation of program staff
- Assist in managing the client-tenant issues in relation to private landlord
- Support supportive housing staff in managing client-tenant issues related to mental health needs and services and work with designated case managers to address issues and maintain peace and stability of the supportive housing programs
- Assist in the review of referrals, interviews and orientation of new and/or potential clients to the program, in coordination with community partners
- Provide 24/7 on-call support for emergency situations
- Work with Senior Manager, Supportive Housing Programs to provide support and supervision to all on-site staff
- Work with on-site program staff to address client-tenant issues and maintain peace and stability of housing programs
- Support and attend client case conferences as required
- Assist in developing and supporting monthly client-tenant meetings and house meetings
- Assist in the training and supervision of students and/or volunteers as approved by Senior Manager, Supportive Housing Programs
- Participate in the orientation of new clients including education of client responsibilities
- Support case management staff in managing client-tenant issues related to mental health needs and services, as necessary
Maintenance
- Monitor temperature in units and common spaces
- Oversee, with the direction of Senior Manager, Supportive Housing Programs, physical aspects of the community room and client units
- Document needed and completion of repairs
- Attend regularly scheduled unit inspections with Senior Manager, Supportive Housing Programs
- In collaboration with the Senior Manager, Supportive Housing Programs, coordinate required inspections (e.g., Fire, City of Toronto, Health)
- With approval, call in contractors as necessary
- Ensure houses are equipped to meet client-tenant needs
- Participate in the development and implementation of a maintenance service plan.
- Assist in the development and implementation of a housing safety plan
- Participate in the development and implementation of the landscape program around Madison’s properties
- Follow Madison’s policies with respect to infection control and pest control.
3. Community Support Functions and Relations
- Facilitate linkages to services, supports and resources need by the program including those in the broader community
- Bring community concerns immediately to the attention of the Senior Management Team
- Represent the mission, values and philosophy of Madison in the community including particular networks or meetings as requested
4. Monitoring and Evaluation
- Participate in the evaluation of program goals and targets.
- Monitor, regularly review key program indicators (e.g., client-tenant attendance, incidents, social events)
- Document property maintenance issues and report any trends or patterns. Report housing needs to the Senior Management Team
5. Professional Development
- Set annual performance and professional development goals
- Participate in regular supervision with supervisor
- Attend relevant conferences, workshops and other in-service events as approved
- Participate in agency internal consultations and committees as requested
- Maintain current knowledge of mediation skills, group focused recovery, group building and other pertinent subjects
- Become fluent in Madison’s policies, procedures, standards and guidelines of operation.
8. Other
- Performs other job related duties as assigned by supervisor or other management team members as appropriate
- Work independently and as part of a team
KNOWLEDGE AND SKILLS
- Good understanding of relevant funder requirements, provincial and local legislation and government policies, procedures and practices pertaining to housing & services provided by the agency
- Competency in the provision of services offered by Madison
- Knowledge of client-centered support within recovery-oriented, anti-oppressive service provision
- Knowledge of community resources connected to the provision of mental health, Supportive Housing and related services
- Demonstrates diplomacy and negotiation skills in client-tenant and system advocacy.
- Demonstrated good interpersonal and networking skills
- Anticipates crises and applies crisis theory during crisis situations as appropriate. Use of appropriate skills and resources to intervene with aggression and/or suicidal behavior to maintain safety for all individuals
- Ability to schedule and problem-solve basic maintenance issues
- Demonstrate good working knowledge of Workplace Specific Health and Safety according to the Occupational Health & Safety Act
- Must have a current police vulnerable sector record check
- Hours of work are Monday to Friday, 9 am-5 pm, with occasional “on call” outside of these hours as required
QUALIFICATIONS
- Minimum 5 years combined education and experience in the human service field
- Diploma and/or degree in Human Service field with a focus on supportive housing
- Ability to work effectively both independently, as well as part of a team
- Specific experience related to adult mental health and supportive housing an asset
- A strong commitment to the values of the organization; recovery, support and advocacy.
- Knowledge of relevant legislation, including the Residential Tenancies Act, AODA, the Housing Services Act, Fire Prevention and Protection Act, etc.
- Training in CPR, First Aid and ASIST an asset.
KEY PERFORMANCE INDICATORS (KPIs)
This position contributes to Madison’s organizational scorecard through:
- Client Goal Achievement – % of clients meeting individualized service plan goals
- Housing Stability – # of days housed; tenancy retention rate
- Client Satisfaction – Quarterly survey scores and feedback implementation
- Service Accessibility – Waitlist times and timely intake measures
- Health Outcomes – Reduction in ER visits, hospitalization rates, and crisis calls
- Compliance – Adherence to documentation, safety, and privacy standards as per accreditation guidelines
WORKPLACE ENVIRONMENT
81 Wilson Park program operates in a high-support housing environment. Staff should expect exposure to second hand smoke, substance use, and varied client behaviors related to mental health and/or developmental challenges.
HOURS OF WORK
- Monday to Friday (subject to operational needs) from 9.00am to 5.00pm
- Ability to work in high-demand, crisis-responsive environments is essential
- Travel between Madison program sites and community locations may occasionally be required
Staff may be required to support emergency responses and critical incidents outside regular duties Madison Community Services reserves the right to modify job duties and responsibilities based on operational requirements.
COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION
Madison Community Services is an equal opportunity employer committed to building an inclusive, accessible, and equitable workplace. We strongly encourage applications from individuals who identify as Francophone, BIPOC, Indigenous, LGBTQ2S+, persons with disabilities, and newcomers. Accommodation is available throughout the recruitment and selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).
COMMITMENT TO QUALITY AND ACCREDITATION STANDARDS
This role is integral to Madison’s ongoing commitment to quality care and meeting the Accreditation Canada Qmentum standards related to:
- Client-centered service delivery
- Cultural competence and safety
- Staff training and supervision
- Performance measurement
- Risk management and continuous quality improvement
We encourage all applicants to review Madison’s website to learn more about us at www.madisoncs.org
Applicants are requested to submit their resume and cover letters to [email protected] expressing their interest in the position on or before June 19th 2026.
We thank all applicants for their interest, however only those candidates selected for an interview will be contacted.
Pay: $65,000.00 per year
Work Location: In person
