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Oversee daily operations across assigned ABCS homes and service locations, ensuring services are delivered safely, consistently and in accordance with organizational and contractual expectations.
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Maintain a regular and visible presence within ABCS locations to understand frontline operations, identify concerns early and support timely decision-making.
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Lead, support and hold Team Leads accountable for the effective coordination of their locations, including contractor communication, service delivery, documentation and operational follow-through.
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Oversee contractor schedules, service coverage, schedule changes, replacements and shift exchanges, including final operational approval of proposed coverage arrangements.
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Work collaboratively with Client Care Services to ensure operational decisions align with client support plans, assessed needs, risks, behavioural considerations and service expectations.
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Ensure only appropriately screened, trained, approved and client-ready contractors are assigned to each client or location.
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Monitor service quality, contractor reliability, location operations and compliance with agreed service expectations.
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Address operational and service concerns promptly, objectively and consistently, in accordance with ABCS processes and applicable contractor agreements.
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Provide operational oversight of health and safety practices, including hazard identification, emergency preparedness, incident follow-up and completion of corrective actions.
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Oversee incident reporting, immediate operational response, documentation, risk mitigation and required follow-up actions.
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Ensure ABCS policies, procedures, client-specific protocols and applicable CAC, ACDS, PDD and regulatory requirements are consistently implemented.
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Lead operational quality assurance and continuous improvement initiatives using service information, incident trends, scheduling data and stakeholder feedback.
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Work collaboratively with Human Resources, Training, Finance, Scheduling and Client Care Services to address contractor readiness, service-delivery and operational requirements.
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Provide senior leadership with clear and timely reporting on coverage, incidents, service quality, operational risks, location performance and emerging priorities.
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Contribute operational insight to organizational planning, service development, contractor workforce planning and the achievement of ABCS’s strategic goals.
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Support new client transitions, service expansions, location openings and the implementation of new systems, processes and operational tools.
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Reduce unnecessary reliance on senior leadership by ensuring routine operational matters are addressed promptly and at the appropriate level.
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Minimum of five years of progressive experience in operations management, service delivery, workforce coordination or a comparable leadership role.
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Demonstrated experience leading Team Leads, supervisors, site managers or other frontline leaders.
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Strong people-leadership experience, including coaching, expectation-setting, accountability and addressing difficult operational concerns.
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Experience managing operations across multiple sites, locations, programs or service areas.
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Experience overseeing schedules, service coverage, workforce deployment or shift-based operations.
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Strong ability to manage competing priorities, respond to urgent situations and make sound operational decisions.
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Experience implementing policies, procedures, service standards and operational improvements.
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Experience managing incidents, operational risks, service concerns or health and safety matters.
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Strong communication, problem-solving, organizational and follow-through skills.
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Ability to prepare clear operational reports, recommendations and escalation summaries for leadership.
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Proficiency with Microsoft Office and the ability to learn scheduling, workforce-management and documentation systems.
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Valid driver’s licence, reliable transportation and the ability to travel regularly between ABCS locations in Rocky View County and Airdrie.
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Experience in supported living, disability services, mental health, behavioural support, health care or human services.
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Experience managing residential care homes, group homes, community-based services or other 24-hour support environments.
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Understanding of client-centred service delivery, individualized support plans and complex behavioural or support needs.
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Familiarity with CAC, ACDS, PDD or comparable accreditation, funding or regulatory frameworks.
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Experience using electronic scheduling or workforce-management platforms.
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Experience supporting quality assurance, continuous improvement, accreditation or compliance initiatives.
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Experience working with independent contractors or within a contractor-based service-delivery model.
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Relevant post-secondary education in business, operations, health care, human services, leadership or a related field.
Candidates from outside the care sector may also be considered where they bring substantial experience in complex, regulated, multi-site or shift-based operations and can demonstrate strong people leadership, scheduling capability, sound judgement and the ability to adapt quickly to a client-centred care environment.
