We’re hiring! Manager of programs and services

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We’re hiring! Manager of programs and services

Kelowna Women’s Shelter (KWS),seeks a dynamic and experienced Manager of Programs and Services. KWS provides a range of services, which focuses on the prevention of domestic violence and support services for women and children during and following an abuse crisis.

Adhering to the Mission Statement, vision, values, philosophy, and policies of the organization, the Manager of Programs & Services is responsible for:

  • the organization, management, development, and delivery of quality client services within delegated programs
  • the human resources related to staffing those programs and services
  • upkeep and oversight of program facilities.



Manage day-to-day operations of programs and services, under the direction of the Executive Director, including, but not limited to: Transition House Residential and Non-Residential services, SuperNova (Children Who Witness Abuse), Women’s Interim Supportive Housing (WISH), Outreach, Child Care/ Housekeeping, and Inside/Out.

Comply with all legislation, regulations and guidelines relating to the organization’s role as employer and non-profit organization.

Provide clinical oversight and coordination for case management services for all clients, in collaboration with relevant staff, and provide supervision and mentoring for staff.

Maintain a working knowledge of significant developments and trends related to the programs and services for which the manager is responsible.

Maintain an awareness of community, client and staff needs related to programs for which the manager is responsible.

Identify service gaps, trends and the need to develop and/or revise programs and services and participate in the planning, development or revision of programs and services.

Oversee, and participate in, facilities management and maintenance, and bring facility issues, including need for additional space, to the attention of the executive director or designated employee.

Ensure required maintenance and reviews are completed for the facilities, and maintain the related fire and security equipment and procedures.

Develop annual goals and objectives for delegated programs and services, for the purpose of long-range planning and evaluation.

Respond to client complaints, in consultation with the executive director and other relevant staff as necessary.


Recruit, hire, orient, train, evaluate, discipline, and terminate program and service personnel, in partnership with the executive director, and in accordance with the organization’s human resources policies and current legislation.

Develop job descriptions for delegated programs and services, and review existing job descriptions on an annual basis, in partnership with the executive director, respective staff, and in compliance with union requirements.

Ensure staff scheduling is completed and posted in a timely fashion.

Complete probationary and annual performance reviews, per the schedule prescribed by the board in policy.

Develop and ensure client evaluations are completed and compiled, and made available to the executive director in a timely fashion

Identify opportunities for professional development of staff and self.

Work with executive director to ensure all relevant personnel information is kept up to date and filed in a secure, centralized location.

Work with post-secondary institutions to provide an excellent learning environment, while supervising (or assigning supervision for) practicum students in the delegated programs and services.


In collaboration with relevant stakeholders, assist in the development, implementation and monitoring of program policies and procedures, and other policy areas as assigned, in order to ensure ethical, effective and safe delivery of service.

Review program policies, per the schedule prescribed by the board or as requested or necessary, and develop new program policies, when necessary.

Ensure delegated staff adheres to all policy within the organization.

Maintain focus on, and meet, the relevant goals prescribed within the organization’s strategic plan and report progress to the executive director, as requested.


Participate in marketing and fund-raising planning and implementation as requested by, and in consultation with, the executive director.

In consultation with the executive director, serve as an advocate, educator and liaison for delegated programs and services throughout the broader community.

Ensure the executive director is appropriately informed on the condition of delegated programs and services.

Establish and maintain sound working relationships with relevant or assigned community groups and organizations.

Attend and actively participate in management meetings and staff meetings to share information, provide input and resolve issues

Maintain a collaborative work climate with delegated programs and services to attract, maintain and motivate staff and volunteers.


Ensure staff adheres to the system of record-keeping designed for the delegated programs and services, complying with all related legislation, including that prescribed for record retention and confidentiality.

Ensure the completion and availability of statistical information, as required by funders or other supporting agencies, or as requested by the executive director

Provide reports and information to the executive director as requested, including, but not limited to, monthly narrative and statistical reports, minutes of team meetings, annual goals and objectives, strategic plan updates, and input into the annual report.

Attend committee and/or board meetings, as requested by the executive director, to present information.

Financial Resources

Participate in the development of budget(s) for delegated programs and services and monitor such budget(s), prudently managing the organization’s resources within legislation and board policy.

Inform the executive director of opportunities or the need for funding within the delegated programs and services.

Work with the executive director and the resource development coordinator to apply for, monitor and report on new sources of funding.

Maintain strict adherence to board finance policies, and present financial information, if/as requested by the executive director



Post-secondary education in social work or related field.

An excellent knowledge of legislation relevant to the delegated programs and services.

Minimum of seven years of clinical experience in a similar organization.

An excellent understanding of women and children’s issues, as they relate to the Kelowna Women’s Shelter and the delegated programs and services.

Excellent organizational skills and ability to prioritize and delegate work.

Demonstrated ability to develop policies and procedures.

An ability to apply analytical and problem-solving skills, in order to provide direction and guidance to delegated staff.

Excellent verbal and written communication skills, and strong presentation skills.

Excellent interpersonal skills in relating to employees, board members, the public, community organizations, and others as assigned, including the ability to inspire and motivate.

Demonstrated ability to implement and use information technology.

Working knowledge of budgetary practices, and ability to apply those practices in the preparation and monitoring of the delegated program and services budget(s).

Ability to foster a healthy organizational culture, and to encourage teamwork and collaboration.

Ability to resolve complex/contentious issues.


Ability to administer good judgment in situations where a decision is required within the context of established policies, directives and/or regulations and/or in consultation with the executive director.

Ability to administer considerable judgment in determining resources required for the delegated programs and services, and the ability to monitor financial and human resources, in consultation with the executive director.

Ability to administer good judgment that prevents a negative impact on the organization, board and its members, and the delivery of board programs and services.


Accountable for the day-to-day operations of delegated programs, services, personnel, finance, and quality assurance, including decisions taken by subordinates

Accountable to ensure efficient and adequate programs, appropriate expenditures, and the provision of required services, within the funder and KWS policies and directives.

Accountable to the executive director for the actions of self and subordinates within delegated programs and services.


Regular and consistent contact with assigned employees/employee groups and Committee(s) for the purpose of exchanging information and/or resolving issues or other assigned purposes.

Ongoing contact with external community organizations and groups to coordinate activities, improve services, exchange information, and/or resolve issues.

Contact with media, when assigned by the executive director or board.


May be exposed to situations, including, but not limited to, strict deadlines, multiple demands, frequent interruptions, and exposure to pain and suffering of others that could create a moderate to high stress environment at times.


May be exposed to tasks requiring significant concentration and/or multi-sensory tasks over extended periods of time, and/or some physical demands related to repetitive movements and/or tasks such as lifting, carrying or similar.


37.5 hours per week


Satisfactory outcome of criminal reference check required.

Click here for more information and to apply.

Applications due May 31, 2017.