Program Manager

ICES: Data, Discovery, Better Health; Langford; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Meaningful Work

Employer paid benefits

EAP program

MPP enrollment

Paid sick bank

3 weeks paid vacation

Free parking

Casual dress

Job summary

ICES: Data, Discovery, Better Health is seeking a Program Manager to lead and oversee assigned services, including supervision, service quality, planning, and regulatory compliance. The role emphasizes person-centered planning and coordination of care teams with a strong focus on accountability and continuous improvement.

The ideal candidate will have a related diploma, experience in supervising in a unionized setting, and proficiency in trauma-informed approaches, crisis management, and

Qualifications

• Diploma or equivalent in a related field is required.
• Experience leading in a unionized workplace is preferred.
• Knowledge of trauma-informed practice and person-centered service delivery is essential.

Responsibilities

• Provide day-to-day leadership and supervision to staff.
• Oversee service quality and adherence to policies and regulatory requirements.
• Coordinate person-centered service planning with care circle.
• Ensure staff orientation, training, and ongoing development.
• Maintain collaboration with community partners and stakeholders.

Skills

Leadership

Trauma-informed practice

Crisis management

Communication

Organization & planning

Computer skills

Education

Diploma in related field

Tools

Microsoft Word

Excel

Outlook

Job description

Job purpose

The Program Manager is responsible for the leadership and day-to-day operation of assigned services, including employee supervision, service quality, person-centered planning, care team coordination, budget oversight, and regulatory compliance. The role ensures that services are delivered in accordance with organizational policies, contractual obligations, licensing requirements, CARF standards, and applicable legislation.

Leadership and Program Support

• Provide day-to-day leadership, guidance, and supervision to direct reports, ensuring clarity of roles, responsibilities, priorities, and performance expectations.
• Establish clear performance objectives, provide timely and constructive feedback, and conduct performance evaluations in accordance with organizational policies.
• Address performance, attendance, and conduct issues promptly, fairly, and consistently, partnering with Human Resources when appropriate.
• Ensures employees receive required orientation, training, coaching, and ongoing professional development to effectively support persons served and meet regulatory requirements.
• Ensure minimum supervision levels maintained for all assigned employees.
• Foster a culture of accountability, respect, inclusion, and continuous improvement.
• Serve as a management representative on organizational committees, including the Joint Occupational Health and Safety Committee and Labour Management Committee, as assigned.

Program Operations and Service Quality

• Lead the development, implementation, and ongoing review of person-centered service plans in collaboration with the person served and their care circle.
• Provide supervision that supports consistent quality service, including supporting employees with strategies outlined in the person served service plan and ensuring all agency policies are followed.
• Lead the development of person served transition planning, drawing on experts where necessary and in collaboration with the care circle.
• Coordinate the care team to ensure integrated and holistic assessment and planning.
• Provide leadership and guidance to employees and care circle in planning and providing person served planning, case conferencing, case management, and reporting.
• Support the identification, coordination, and access to supplemental services and community resources that enhance outcomes for persons served and their families.
• Build and maintain collaborative relationships with community partners, government representatives, families, professionals, and organizational stakeholders to support positive outcomes and community inclusion.
• Provides guidance, oversight, and support to Residence Coordinators regarding program operations, employee supervision, and service quality.
• Completes and submits all required Quality Record Reviews within established timelines.
• Provides feedback and recommendations regarding agency templates, policies, and operational processes.
• Maintains current knowledge of CARF standards, MCFD requirements, licensing standards, WorkSafeBC requirements, labour relations practices, and collective agreement obligations.

Qualifications and Competencies

All applicants must have at least a diploma in a related field (child and youth care, education, psychology, etc.) and/or have the equivalent of at least three years recent related experience. Employees must have valid first aid, and a class 5 driver’s license.

Qualifications include, but are not limited to:

• Demonstrated leadership experience in a unionized workplace
• Experience supporting children and youth with complex behavioral, developmental, trauma-related, and/or mental health needs.
• Strong knowledge of trauma-informed practice, attachment-based approaches, and person-centered service delivery.
• Experience coordinating multidisciplinary teams and collaborative service planning processes.
• Experience adhering to strict policies and procedures.
• Experience with crisis management and high stress environments – patient, calm, effective self-care practices, problem solving skills, etc.
• Advanced communication skills – able to always maintain professionalism and adapt to the needs of the person.
• Strong organization and planning skills.
• Strong Computer Skills - Microsoft word, Excel, Outlook, etc.

Working conditions

This position requires the employee to work full-time flexible schedule - on-call hours including evenings, weekends, and holidays. In British Columbia, managers are excluded from Parts 4 and 5 of the Employment Standards Act, which covers hours of work, overtime entitlements and statutory holiday pay.

Physical requirements

This position requires the employee to both sit and stand for long periods of time and often go long periods of time without breaks.

Direct reports

All residence employees at assigned worksites. This position reports directly to the Executive Director. This position works collaboratively with Team Lead – Program Operations, Compliance Manager, and Human Resources.

What we offer:

• Meaningful Work: the opportunity to support an agency that impacts the lives of the children, youth, and young adults.
• Employer paid Benefits: extended health and dental benefits.
• Employer paid EAP program
• Enrollment in MPP: for those who qualify
• Paid sick bank
• 3 weeks paid vacation
• Free parking.
• Casual dress.