Overview:
Our organization provides specialized residential care for adults and/or children within the developmental services sector. We provide behavioral supervision and support mostly for people who are dual diagnosed (e.g., development need and a mental health issue). A typical residence or ‘program’ includes between two to four clients who are supported by direct support workers. (We also support clients who are living independently or in family homes.) Staff to client ratios vary based on client needs; most of our clients receive supervision and support 24 hours a day 7 days a week. As such, most of our programs are considered continuous operations and Program Supervisors are a mandatory part of client supervision as well as staff to client ratios.
The Program Supervisor is accountable for efficient and effective day-to-day operation of a residential program (and may be required to assist with more than one residence from time to time). The position reports to the Program Manager.
The Program Supervisor’s mandate is to help residents achieve their development goals with dignity. Within that mandate, the Program Supervisor is accountable for creating the conditions that result in (a) quality care and professional delivery of development support services, (b) a financially sustainable service delivery model, and (c) a work environment that prioritizes health and safety, accountability, and personal development for direct support workers and management.
The Program Supervisor is responsible for direct care of clients as well as supervision of direct support workers who provide care to clients. The role supervises both clients and staff; is hands-on with programming; ensures compliance to the Behavior Support Plan (BSP); ensures completion of daily and individualized reports on client’s behaviour; and ensures that residences are clean and safe. Responding to aggressive behaviors and implementing Ministry approved physical interventions is expected regularly; Program Supervisors and all staff must be certified in the mandatory training.
The Program Supervisor interacts primarily with residents, direct support workers, Shift Leader, Program Manager, and Director of Service.
The Program Supervisor must maintain a thorough understanding and knowledge of the organization’s strategic objectives, operating policies and practices, and desired culture, including a focus on inclusion, equity, and diversity.
Qualifications:
This role requires a post-secondary degree in the social services field (e.g., Social Service Worker, Developmental Services Worker, Child and Youth Worker); several years’ experience in the social services field, preferably supporting residential treatment for adults and/or children with complex developmental needs, autism spectrum disorder, Schizophrenic spectrum disorders, mental illness, and dual diagnosis; and a minimum of 2 years’ of supervisory experience. The role also requires experience with and sound knowledge of MCCSS guidelines and Quality Assurance Management (QAM) requirements for the licensing of residential programs. Program leadership experience is preferred, both in leading teams of direct support workers as well as in establishing and overseeing sound operational and financial management practices – critical thinking and sound judgement is critical.
Other qualifications:
- Must possess a valid driver’s license and insurance.
Must possess all other government regulated certifications – e.g., Occupational Health & Safety and Accessibility for Ontarians with Disabilities.
- Current CPR / First Aid Certificate; preferably holds certification from Safe Management Group (SMG) or Understanding Managing Aggressive Behaviour (UMAB).
- Acceptable results from Criminal Background Check and Vulnerable Sector Screening.
- Proven experience delivering on the responsibilities outlined below.
Value Drivers:
The following outcomes reflect on the performance of the Program Supervisor:
- Staffing hours are within budget; ~20% maximum external staff; no overtime.
- The extent to which each program achieves positive QAM and licensing reviews from MCCSS.
- The extent to which organizational risks are proactively identified and addressed.
- The extent to which staff are productive and successors are developed.
Responsibilities:
(A) Ensure quality care and professional delivery of development support services.
Service Quality
- Accountable for day-to-day operations of an assigned residential program.
- Actively participate in programming as well as direct personal client care.
- Coach and apprentice staff to ensure that Behaviour Support Plans (BSPs), QAM and MCCSS requirements, organizational policies, SMG or UMAB training, and Behavioural and Crisis Protocols are documented, well understood and performed consistently in an appropriate manner.
- Use creativity and resourcefulness to ensure quality of life principals are effectively applied for clients; provide safe and effective solutions to barriers impacting quality of life, in accordance with the BSP.
- Coach and apprentice staff, and coach and support clients directly, to ensure that clients get appropriate support in the areas of social skills, communications, vocation, education, training, school and/or leisure activities; provide leadership in achieving personal outcomes for each client.
- Coach and apprentice staff to ensure that appropriate protocols, interactions, learning techniques, financial responsibility and basic care are performed in an appropriate manner.
- Actively participate in all case conferences, progress reports, BSP and ISP (Individualized Support Plan) meetings; review ISP / Report submissions to ensure accuracy and timeliness.
- Actively participate in all training, management and staff meetings, and other meetings as required; ensure that relevant and timely information is provided to staff as well as other key stakeholders.
- Ensure that residences (inside and outside) are clean, tidy, properly maintained, safe, and healthy; address issues requiring maintenance or service in conjunction with the Program Manager.
- Direct and monitor the transportation of clients in accordance with Ministry of Transportation, organizational policies and as directed by the Program Manager, and transport clients as necessary.
- Quickly identify, isolate, and effectively manage issues and mitigate risks, informing senior management as appropriate.
Administration & Compliance
- Ensure that, QAM, Behavioural and Crisis Protocols are documented and consistently followed.
- Ensure that incident reports (IRs) as well as Level 1 and Level 2 Serious Occurrence Reports (SORs) are accurate, complete, timely, written professionally, and delivered to the appropriate stakeholders.
- Ensure that documentation, daily reports, logbooks and data sheets, time sheets, payroll records, attendance, and absenteeism records are accurate, complete, timely, and shared appropriately.
- Ensure that documentation and reporting of complaints, concerns, or potential areas of risk that may impact clients, staff, community, or the organization are accurate, complete, timely, written professionally, and delivered to the appropriate stakeholders.
- Oversee annual documentation of Assessment for Specific Risk and Community Care Violence Assessments as part of Health & Safety compliance requirements.
(B) Maintain a financially sustainable service delivery model.
Staff & Schedule Management
- Ensure a full staffing complement is available to meet scheduling requirements; emphasize internal staff over external staff.
- Prepare monthly schedules at least 45 days in advance; review to ensure they are within budget and in accordance with resident needs.
- Manage implementation of schedules to avoid over-booking and overtime to the extent feasible and develop contingency plans as appropriate.
Financial Management
- Review and approve timecards and expenses bi-weekly as appropriate.
- Support the Program Manager in managing ODSP payments and providing Passport fund information for invoices to Finance monthly.
- Support the Program Manager in monitoring Personal Needs Allowance (PNA) for each resident, where applicable, and ensure that appropriate records on the use and distribution of funds are maintained.
(C) Create the conditions for a work environment that prioritizes health and safety, accountability, and personal development for direct support workers and management.
Management
- Directly manage and act as a key resource to the Shift Leaders and staff, including conducting and documenting regular performance reviews (at least quarterly).
- Coach and apprentice Shift Leaders on an ongoing basis so that they continuously enhance their own ability to manage staff performance as well as onboard, develop, and retain staff; developing successors is a key consideration for promotion to the next level.
- Provide appropriate direction and support to Shift Leaders and staff to ensure the health and safety of staff and clients, and to ensure compliance with Health and Safety and Abuse Prevention policies.
Leadership
- Set direction and priorities for staff.
- Support the Program Manager in recruiting, hiring, onboarding, and training new and promoted staff.
- Actively foster, role model, and hold others accountable to a culture of respect, professionalism, dignity, compassion, health and safety, and accountability.
- Accountable for staff performance and retention; the extent to which staff are effective and productive reflects on the performance of the Program Supervisor.
- Accountable for identifying HR matters in conjunction with Shift Leaders, and for addressing HR matters in consultation with the Program Manager, Director of Service, and the Director of Human Resources as appropriate; pro-actively offer insights, actions to date, and potential solutions. This includes but is not limited to performance management, effective feedback, personal development needs, and progressive discipline.
- Lead meetings with Shift Leaders and staff on a regular basis.
- Establish pro-active, good working relationships and collaborative arrangements with staff, the senior management team, residents, resident families, and other stakeholders to help achieve the goals of the Company.
- Represent the organization’s brand in a way that resonates with those stakeholders so that we are known as a ‘preferred provider’ of care and developmental support services.
Administration & Compliance
- Adhere to and ensure adoption of human resources policies, procedures, and practices as well as compliance with all appropriate legislation and regulations, including Ministry regulated Health & Safety standards.
- Maintain accurate, timely and relevant HR data (e.g., staff profiles), including ensuring that employee certifications are up to date.
(D) All other responsibilities required to deliver on the mandate to help residents achieve their development goals with dignity.
- Serve as first on-call for all programs in the organization as required (i.e., be available to answer your phone or respond in-person 24 hours per day multiple days per week); occasionally cover other on-call shifts as necessary.
- Support other programs in the organization as required.
- Other responsibilities as required.
Required Capabilities (demonstrated on a sustained basis):
- Ability to embrace the organization’s vision, mission, and core values.
- Ability to lead teams, supervise, coach and direct work.
- Ability to work collaboratively, respectfully, and professionally within an interdisciplinary team as well as the ability to work independently with clients.
- Ability to self-motivate, self-direct, act proactively, and convey a positive attitude.
- Ability to organize, plan, prepare, and co-ordinate the smooth functioning of daily routines with clients and staff.
- Strong English oral and written communication skills.
- Ability to remain alert and make acute observations in a residential treatment setting.
Work Conditions:
- Work shifts may include some evenings, weekends and Holidays.
- Physical and emotional fitness sufficient to:
- Kneel, squat, bend and twist regularly.
- Lift and/or move up to 50lbs regularly.
- Perform tasks involving firm grasping regularly.
- Perform full range of motion with respect to arm and leg movements and body mobility regularly.
- Be physically capable of engaging and carrying out physical intervention or containment regularly.
- Calmly and efficiently manage situations involving aggressive client behaviour (oral and/or physical), sometimes multiple times a day.
If you are interested, email a cover letter & updated resume to the recruiting & onboarding specialist at [email protected].
Applications will be accepted until Monday, June 29th.
Pay: $29.50 per hour
Work Location: In person
