Program Manager

This position is based in Hamilton, Ontario and surrounding areas and requires in-person work at least 4 days per week.

This 18-month contract reflects current operational needs and may be extended based on program requirements and funding.

This role may oversee one or more program types (e.g., Supported Group Living, SIL, Host Family, or Complex Care), depending on agency needs.

The Program Manager works collaboratively with their peers to plan, develop and design services to meet program needs, while supporting person-centered services.

The Program Manager is accountable for program outcomes, staff performance, and compliance readiness across all assigned services.

The Contract Program Manager will work with their Director to oversee client intakes, discharges, contentious issues, and case management.

As a Contract Program Manager, you will lead and manage day-to-day operations of one or more programs, guiding a dedicated team to provide top-tier, compassionate care.

You will collaborate with staff, families, and external partners to develop and implement individualized support plans, foster a person-centered approach, and encourage staff development and training.

The team size can range from 4 to 40 staff, supporting 8 to 16 individuals, depending on program needs.

A valid G Driver’s License and access to a reliable vehicle are mandatory for this role.

Key Responsibilities Leading a team of support workers, the Program Manager is responsible to select, train, motivate and manage DSPs.

Train and mentor direct support professionals on how to review, understand and follow Person Centered Plans (PCPs), Behavior Support Plans (BSPs) and all other required documentation as needed for all people supported.

Ensure all documentation (case notes, logs, incident reports, medication charts) is completed accurately and submitted within required timelines.

Ensure Passport spending aligns with MCCSS guidelines and is tracked in accordance with agency financial procedures.

Oversee daily operations, including scheduling, budget management, and adherence to regulatory requirements.

Individualized Support:
Ensure individuals supported receive person centered support in line with their unique needs, preferences, goals and Journey to Belonging.

Supervises, monitors, disciplines, evaluates, trains and delegates responsibilities to all staff and recommends disciplinary actions Address and resolve emergency situations with professionalism, compassion, and sound judgment.

Participate in On-Call Rotation.

Managers must be available to respond to urgent after-hours issues during their designated rotation.

Other duties as assigned.

Qualifications and Skills Diploma or degree in Social Services, Human Services, Psychology, or a related field Minimum of 3 years in a management role within residential or developmental services.

Experience supporting individuals with challenging behaviors, mental health needs, and trauma is preferred.

Training in NVCI/Safe Management, First Aid/CPR, medication administration, or equivalent sector certifications is considered an asset.

Experience managing in a unionized environment.

Knowledge of labour and employee relations practices is an asset Strong analytical and problem-solving skills, conflict resolution skills, with proven ability to make good judgement calls under pressure and in a dynamic environment.

Demonstrated ability to coach teams, build positive culture, and support staff performance and documentation accuracy.

Knowledge and experience with service planning, budget preparation, program expenditure control and financial accountability Strong working knowledge of compliance and quality assurance measures…