ABOUT ACCESS COMMUNITY SERVICES
Access Community Services provides high‑quality, person‑centred supports to adults with developmental disabilities across Northumberland County. We are committed to dignity, inclusion, and empowering people to live meaningful lives in their communities. Our team is growing, and we are seeking a strong, values‑driven leader to join our management team.
POSITION SUMMARY
The Program Manager is a key member of the senior leadership team, responsible for the overall operation, quality, compliance, and culture of assigned residential and community programs. This role provides direct supervision to Home Supervisors and frontline teams, ensures adherence to MCCSS, QAM, and agency standards, and leads continuous improvement in service delivery, staffing, scheduling, and person‑centred supports.
The Program Manager plays a central role in HR leadership, labour relations navigation, scheduling oversight, and operational problem‑solving. This position requires strong judgment, emotional intelligence, and the ability to lead teams through change.
KEY RESPONSIBILITIES
Leadership & Supervision
- Provide direct supervision, coaching, and performance management to Home Supervisors and Direct Support Professionals.
- Foster a culture of accountability, collaboration, and person centred practice.
- Support supervisors in managing day‑to‑day operations, staffing, financial management and team dynamics.
- Lead change management initiatives and model professional, solutions‑focused leadership.
Operations & Service Quality
- Ensure programs meet all MCCSS, QAM, health & safety, and agency standards.
- Oversee documentation, incident reporting, follow‑ups, and corrective actions.
- Monitor program environments, routines, and supports to ensure high‑quality service delivery.
- Lead problem‑solving for complex behavioural, medical, or operational issues.
Scheduling & Workforce Management
- Oversee scheduling practices to ensure compliance with collective agreements and agency policies.
- Support supervisors in managing relief pools, attendance, and scheduling gaps.
- Responsible for HR on recruitment needs, staffing plans, onboarding and training.
- Ensure scheduling practices support stability, minimize overtime, and align with budget.
HR, Labour Relations & Performance
- Participate in investigations, documentation, coaching, and progressive discipline.
- Ensure supervisors understand and apply collective agreement provisions.
- Support return‑to‑work planning, accommodations, and attendance management.
- Collaborate with the Director of Operations on grievances, workplace issues, and staff development.
Financial & Administrative Oversight
- Monitor program budgets, spending, and recoverables.
- Approve expenses within delegated authority levels.
- Ensure accurate tracking of Passport, client funds, repairs and maintenance and program purchases.
- Support implementation of new systems and practices.
Stakeholder & Family Engagement
- Maintain positive, professional relationships with families, guardians, and external partners.
- Participate in case conferences, planning meetings, and community collaborations.
- Communicate proactively and transparently regarding program updates and concerns.
Continuous Improvement & Strategic Initiatives
- Lead quality improvement initiatives across programs.
- Support development of new processes, tools, and systems to strengthen operations.
- Contribute to strategic planning, accreditation, and organizational development.
QUALIFICATIONS
- Diploma or degree in Developmental Services, Social Services, Behavioural Science, or related field.
- Minimum 5+ years progressive leadership experience in developmental services or a related sector.
- Strong HR and labour‑relations experience, including supervision and performance management.
- Demonstrated knowledge of MCCSS, QAM, OHSA, and person centred practices.
- Experience managing in a unionized environment (required).
- Strong scheduling, organizational, and problem‑solving skills.
- Excellent communication, conflict‑resolution, and relationship‑building abilities.
- Proficiency with Microsoft Office 365, digital tools, and case management systems.
WORKING CONDITIONS
- Full‑time, in‑person leadership role with flexibility for agency needs.
- On‑call rotation may be required.
- Travel between program locations within the Northumberland region.
Pay: From $75,000.00 per year
Work Location: In person
