Manager of Support Services; Bilingual

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 y’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 Safe Care;
• 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…