Manager of Support Services (Bilingual)

St. Mary's Home| Maison Sainte-Marie; Ottawa; On-site; CAD 58,000 - 62,000; Full time

Benefits offered by this job

Extended health care

Dental care

Life insurance

On-site parking

Paid time off

Job summary

St. Mary’s Home in Ottawa, Ontario, invites applications for a full-time Manager of Support Services. The role oversees participant services, staff supervision, quality assurance, reporting, and coordination with community partners at St.

Mary’s Home. Reporting to the Director of Service Excellence and Strategic Partnerships, you will lead and mentor teams, apply for grants, monitor evaluations, and ensure data quality while maintaining confidentiality and strong stakeholder engagement.

Qualifications

• Knowledge of trauma-informed care principles and participant-centered approaches.
• Experience working with marginalized populations, particularly pregnant and parenting youth, is an asset.
• Experience in case management and community partnerships.

Responsibilities

• Oversee all one-to-one participant services and programs at the Outreach Centre (Intakes, Service Support and Case Management).
• Coordinate services with on-site community partners and ensure referrals to relevant resources.
• Supervise Service Support team, manage daily operations and support staff performance.

Skills

Trauma-informed care

Case management

Leadership

Communication

Budgeting

Grant writing

Bilingual English/French

Stakeholder engagement

Education

Social work/psychology degree

Tools

Microsoft Office

Outlook

EMHWare

Job description

St. Mary’s Home has continuously and responsively served pregnant youth in Ottawa since 1933. Specialized community support services are provided to marginalized young pregnant women (ages 12-29), young parents and their children. The approach is holistic, grounded in a strong commitment to strengthen and build upon the personal resilience of each individual. St. Mary’s Home is a not-for-profit charitable organization serving the Ottawa area and beyond.

The Centre is a ‘one-stop’ hub of services, health care and educational programs. Organizations are partnered with St. Mary’s Home, making specialized services accessible on site.A focus on a strength based and trauma informed approach along with support for positive parenting and developing healthy attachment in young children are cornerstones of the agency.

Our Mission:

St Mary’s Home ensures that pregnant youth and young families in Eastern Ontario have access to equitable and responsive programs, services and resources.

About the job:

Reporting to the Director of Service Excellence and Strategic Partnerships, the Manager of support services oversees participant support services, staff supervision, quality assurance, reporting, and coordination with community partners at St. Mary’s Home.

Responsibilities:

Support Services:

• Oversees and coordinates all one-to-one participant services and programs at the Outreach Centre including, but not limited to: Intakes, Service Support and Case Management and SafeCare;
• Supports an integrative approach and ensures coordination of services provided through the Outreach Centre and on-site community partners;
• Ensure team members are aware of relevant services and community resources to make appropriate referrals;
• Supports effective communication among agency staff and between services across the agency;

Management:

• Supervises and supports the Service Support team in day-to-day operations, and implementation of services;
• Supports staff in engaging in collaborative problem solving and crisis management;
• Research and apply for appropriate grants to fund services that meet agency needs;
• Receives and reviews monthly reports from staff and follows up on necessary action items or concerns;
• Oversees, implements, and reviews evaluations and assessments;
• Ensure participant feedback is being collected and reviews evaluation outcomes in order to disseminate outcomes information to the agency;
• Collaborates and works within a team structure to meet organizational needs and goals;
• Is involved in succession planning, training and mentorship within the agency for the Direct Service Manager role, Support Service and Case Manager role;
• Supervise and coordinate the use of database needed for day-to-day operations (for example EMHware);
• Acts as operational coverage for other management positions in their absence;
• Support staff responsible for operating weekly food bank;
• Responsible for the implementation, operation, and evaluation of agency risk management plan;
• Participates in the identification, control mitigation, response, and evaluation of agency risks;
• Supports the education, training, and evaluation of Support Service staff;
• Identify and mitigate potential agency risks;
• Responsible for establishing, monitoring, and evaluating the annual Quality Assurance Plan;
• Works in collaboration with the Leadership and Management Teams to provide an annual report summarizing Quality Assurance initiatives to be shared with the Board of Directors, staff, and stakeholders;

Human Resources

• Supports Staff Team to participate in ongoing professional development appropriate for their role;
• Ensures operational staffing needs are met through schedule management;
• Ensures policies and procedures are understood and implemented in the Centre's day-to-day operations;
• Supports Staff Team in meeting performance targets and assists in performance management;
• Conducts annual performance reviews for each Service Support team member;
• Reviews staff requests for time-off and/or schedule adjustments and makes approval determinations in collaboration with Management Team and dependent upon agency needs;
• Biweekly review and approval of Support Services staff timesheets in collaboration with Finances Team;
• Supports the Director of Service Excellence and Strategic Partnerships as well as the Executive Administrative Assistant with the screening and interviewing of potential candidates and the hiring and onboarding of new employees;
• Oversees the coordination, supervision, and support of Placement Students;
• Oversees the supervision and support of volunteers when necessary;

Administration

• Completes and provides a monthly report to the Director of Service Excellence and Strategic Partnerships outlining and reviewing monthly goals, progress, and targets;
• Complete and, where necessary, present verbal and written reports for funders and stakeholders;
• Ensures the timely submission of Serious Occurrence Reports when required according to Ministry of Children, Community, and Social and Services requirements and guidelines;
• Ensures all required documentation and data collection is completed, and qualitative and quantitative statistical information is gathered and reported monthly;
• Keeps thorough and complete documentation of day-to-day and service support interactions with participants;
• Supports the Director of Service Excellence and Strategic Partnerships in liaising with service providers;
• Keeps good records and maintains confidentiality through appropriate data management and data management systems;
• Completes and disseminates reports, as required, providing agency updates, goals, and targets for participants and stakeholders;

Community Engagement- Outreach & Partnerships

• Attends relevant community meetings, and where appropriate, provides presentations within the community to raise awareness of issues facing young families and to promote St. Mary's Home's programs and services;
• Facilitates networking and development of community partnerships;
• Works closely with on-site community partners to ensure a smooth integration of services within St. Mary's Home;
• Acts as a point of contact for on-site community partnerships;
• Participates in the outreach operations of the organization to connect with and attract new participants;

Stewardship

• Collaborates with the Director of Service Excellence and Strategic Partnerships in the preparation and management of annual Support Services operational budget;
• Support applications for any special funding or grant requests to support new initiatives;
• Reviews and approves purchase requests made by Support Services staff for support services specific expenses and other expenses when needed;
• Reviews monthly expense reports;
• Shares signing authority responsibility for the agency while adhering to the policies and bylaws of St. Mary's Home;

Committee Responsibilities

The Manager of Support Services is involved in a minimum of two of the following organizational committees:

• Quality Assurance
• Special Events
• Policy
• Health and Safety

Other duties as assigned.

Required Knowledge and Skills

• Knowledge of trauma-informed care principles and participant-centered approaches.
• Experience working with marginalized populations, particularly pregnant and parenting youth, is an asset.
• Experience in case management
• Ability to work collaboratively in a team environment and independently.
• Strong leadership abilities to support and motivate team members.
• Knowledge of community services, equity-informed practices, outreach strategies and experience building partnerships with diverse stakeholders.
• Strong interpersonal skills and excellent communication skills, both written and verbal.
• Experienced in maintaining accurate records and statistical data, with proficiency in implementing evaluation methodologies.
• Budget management skills; experience in grant writing and funding applications is an asset.
• Ability to adapt to changing needs of the organization.
• Understanding of community needs assessment processes and strategies.
• Excellent computer skills, highly proficient in Microsoft Office and Outlook and familiar with client database software (EMHWare experience is an asset) and IT systems.
• Fluency in English and French is required.

Qualifications

• Relevant education in social work, psychology, community development, or a related field.
• Minimum of 3 years’ experience in progressive management, preferably in a nonprofit or community organization setting.
• Demonstrated experience in supporting and supervising staff and providing professional development opportunities.

Job Type: Full-time, Permanent - 35 hours/week

Salary Range: $58,000.00-$62,000

• Extended health care
• Dental care
• Life insurance
• On-site parking
• Paid time off

Work Location: In person onsite and in the community as required