Program Manager – ReSet Program (*New)

Monitoring Service & Quality Control

• Conducts regular daily monitoring of service delivery to ensure quality group workshops, one-to-one coaching, and support to clients.
• Reviews staff schedules, client wait times, client files, client service interventions, client referrals, client feedback/evaluations, progress towards target/goal achievement, workshops, and other areas of service delivery, ensuring that all requirements in The Career Foundation’s and funder’s guidelines are met.
• Works closely with our Ontario Works partners to support a collaborative approach to client referrals, communication, and support, providing updates as needed.
• Provides leadership and expertise to the team in areas of community and employer partnerships to achieve required client volumes, quality training and coaching, information and referral services, workplace exposure, client alumni support, and other key performance indicators (KPIs).
• Ensures that each client completes phase one of the program, having achieved all the deliverables and being fully equipped and motivated to transition into the employment service program.
• Manages participant and stakeholder feedback, mediating issues as they arise.
• Addresses and effectively mediates conflicts or concerns between staff and clients when needed, exhibiting exceptional customer service skills, and seeks support from the Senior Manager as needed.
• Oversees the quality of the program, ensuring 100% service satisfaction of stakeholders while meeting and exceeding overall effectiveness, customer service, and efficiency targets.
• Ensures that the team utilizes the funder’s technology platforms (FFAI) and leverages other technologies provided by The Career Foundation for effective program delivery and performance management.
• Performs other relevant duties as needed.

Staff Management

• Cultivates a positive and collaborative working environment, maintaining an open-door policy to provide team members with easy access to advice, feedback, and suggestions.
• Provides leadership, motivation, and expertise to the team in all areas of program delivery.
• Coordinates staff training, including leading and overseeing onboarding and training for all new team members.
• Regularly reviews the program’s Standard Operating Procedures and role-specific training curriculum, and makes updates in collaboration with the Senior Manager and HR as needed.
• Conducts quality performance management daily, including: providing constructive feedback, coaching, and direction to staff members who are not meeting performance expectations to help them improve; recognizing staff members performing well and providing opportunities for further growth and development, wherever possible; documenting regular performance discussions and ensuring formal performance reviews are completed at required intervals; and implementing disciplinary actions, including terminations, when needed through consultation with senior leadership.
• Demonstrates patience, open-mindedness, and respect at all times when managing the team, ensuring that everyone feels heard, valued, and engaged and is operating at their highest potential for their best interest and that of fellow team members and clients.
• Leads weekly team meetings to case conference, share progress towards goals, and leads the team in troubleshooting/brainstorming issues.
• Ensures that all team members adhere to The Career Foundation’s Policies and Procedures Employee Handbook.
• Prioritizes recruitment when a vacancy on the team must be filled, including actioning interviews in a timely manner when recommended by the HR department.
• Oversees and approves staff attendance, including approval of vacation days and other eligible paid days off.
• Performs other relevant duties as needed.

Reporting & Administration

• Oversees the quality of documentation maintained by the team of participant files and service records in mandatory data management systems.
• Regularly communicates and provides weekly reports to senior leadership regarding the team’s progress towards goals, compliance with the funder’s guidelines, and The Career Foundation’s internal standards of practice.
• Prepares funder reports, business plans, and other communications required for the program for review by senior management.
• Responds promptly to funder requests for information and support.
• Manages policy sign-off requirements and other correspondence with the team in a timely manner when directed by HR.
• Collects and updates statistical information as needed.
• Coordinates the retrieval of client files for the Director of HR when a request is received in accordance with The Career Foundation’s Privacy Policy for access to personal information.
• Performs other relevant duties as needed.

Budget Management

• Maintains, tracks, and administers the program’s budget with accurate and up-to-date data.
• Regularly reviews and reconciles budget expenditures with the Finance team.
• Assumes accountability for all related expenditures and budget outcomes.
• Oversees and approves staff expenses in accordance with related policies.
• Performs other relevant duties as needed.

Outreach, and Partner and Funder Relations

• Develops and implements various effective outreach strategies for the team to ensure a steady flow of client intakes.
• Represents The Career Foundation at community partner meetings.
• Builds and maintains relationships with community partners to facilitate client referrals and enhance services and supports to meet clients’ needs.
• Works with the team and other site managers to support the development of relationships with employers to facilitate job placements.
• Performs other relevant duties as needed.