POSITION TITLE: Assistant Manager –Post-Discharge, Supportive Living, Alternative Living care
PROGRAM: Operations – Post-Discharge, Supportive Living, Alternative Living care
POSITION TYPE: Permanent Full time
HOURS OF WORK: 37.5 hours per week. Flexible to work both day and evening hours
POSITION SUMMARY: Reporting to the Program Manager, the Assistant Manager plays a key leadership role in supporting the operational excellence, service quality, staff performance, and continuous improvement of assigned programs. This role provides direct supervision and coaching to frontline teams, ensuring services are delivered safely, effectively, and in alignment with CMHA Calgary’s recovery-oriented, trauma-informed, and harm reduction frameworks. The Assistant Manager contributes meaningfully to program planning, monitoring, evaluation, reporting, and development activities, supporting a culture of accountability, data-informed decision-making, and measurable outcomes. The Assistant Manager is expected to actively build, mentor, and support high-performing teams; strengthen staff capacity; and foster an environment of collaboration, professionalism, and psychological safety.
REPORTS TO: Program Manager
LOCATION: Calgary
KEY SERVICE RESPONSIBILITIES AND SPECIFIC ACCOUNTABILITIES:
Leadership, Supervision & Team Development
- Support the Program Manager in cultivating a high-performing, collaborative, and wellness-oriented team culture aligned with CMHA Calgary’s mission, vision, and values.
- Provide consistent, strengths-based supervision, coaching, and mentorship to frontline staff, promoting accountability, professional growth, and continuous learning.
- Build team capacity through structured onboarding, training support, skill development planning, and ongoing feedback.
- Model authentic, adaptive, and emotionally intelligent leadership in daily practice.
- Support full-cycle performance management processes, including goal setting, coaching conversations, documentation, progressive discipline (as required), and annual performance reviews.
- Foster a culture of clarity, role accountability, and shared responsibility for client outcomes and service excellence.
- Support recruitment, interviewing, selection, and orientation of program staff, ensuring alignment with program competencies and organizational culture.
- Promote psychological safety, equity, diversity, inclusion, and culturally responsive practice within the team.
- Address team conflict proactively and constructively, utilizing effective communication and resolution strategies.
- Encourage reflective practice, resilience, and staff wellness in environments involving crisis response and complex client needs.
Program Operations
- Support the implementation and consistent adherence to CMHA Calgary’s Program Policies, Procedures, and Service Delivery Model.
- Assist in coordinating daily program operations to ensure high-quality, client-centered, recovery-oriented service delivery.
- Provide consultation and guidance on complex client and operational matters, escalating risk or high-impact issues appropriately.
- Support staffing coordination, scheduling oversight, and resource allocation to ensure appropriate service coverage and operational continuity.
- Participate in budget monitoring, expense tracking, and financial stewardship under the direction of the Program Manager.
- Monitor documentation quality, case notes, incident reports, and file compliance to ensure adherence to internal standards, funder requirements, and regulatory expectations.
- Participate in case conferences, interdisciplinary meetings, system coordination discussions, and contract-related meetings as required.
Monitoring, Evaluation, Reporting & Continuous Quality Improvement
- Support the implementation of program monitoring and evaluation frameworks to measure service effectiveness, client outcomes, and operational performance.
- Assist in tracking key performance indicators (KPIs), service utilization data, discharge outcomes, client progress measures, and other required metrics.
- Ensure accurate and timely data collection, entry, and validation within electronic documentation systems.
- Contribute to the preparation of internal reports, funder reports, and performance dashboards as required.
- Analyze program data in collaboration with the Program Manager to identify trends, service gaps, risks, and opportunities for improvement.
- Support continuous quality improvement initiatives by integrating data analysis, client feedback, staff input, and best practice research into operational adjustments.
- Participate in program reviews, audits, accreditation processes, and compliance monitoring activities.
- Assist in evaluating program effectiveness and recommending evidence-informed enhancements to strengthen outcomes and service impact.
Program Development & Strategic Support
- Contribute to program planning and development initiatives, including service model refinement and expansion opportunities.
- Assist in the development and implementation of new program components, policies, and practice guidelines.
- Support project coordination activities, including tracking timelines, deliverables, risk mitigation, and communication updates.
- Remain current with emerging best practices, legislation, sector standards, and system-level changes in mental health, addiction, supportive housing, and post-discharge care.
- Provide input into strategic discussions related to service growth, integration, and community partnerships.
Workplace Safety Leadership
- Ensure compliance with applicable occupational health and safety legislation and company policies.
- Participate in regular workplace inspections and audits.
- Ensure all incidents, injuries and near misses are reported promptly and appropriately.
- Promote and model a strong safety culture within the team.
- Ensure front-line team members follow safe work practices and procedures.
QUALIFICATIONS AND SKILLS
- Bachelor’s Degree in a human services field required; Master’s Degree considered an asset.
- Minimum three to five years of progressive experience in social services, including demonstrated supervisory or team leadership experience.
- Proven ability to build, coach, and lead high-performing teams in complex, fast-paced environments.
- Experience in supportive housing, post-discharge supports, mental health, and/or addiction services preferred.
- Work a flexible schedule that includes daytime and evening hours. Available for on-call, after-hours support as required.
- Demonstrated experience supporting monitoring, evaluation, reporting, and quality improvement processes.
- Strong understanding of performance management principles and staff development practices.
- Knowledge of local mental health and addiction systems and community resources.
- Strong organizational and time management skills with the ability to manage competing priorities and meet reporting deadlines.
- Effective communication, interpersonal, and relationship-building skills across multidisciplinary teams.
- Experience supporting operational processes including scheduling oversight, documentation quality assurance, compliance monitoring, and performance tracking.
- Proficiency in Microsoft Office Suite and electronic documentation/data management systems.
- Understanding of trauma-informed, recovery-oriented, harm reduction, and person-centered approaches.
- Working knowledge of DSM-5 diagnoses considered an asset.
- Commitment to integrity, professionalism, accountability, and ethical practice.
- Current Applied Suicide Intervention Skills Training (ASIST) certification.
- Current First Aid and CPR certification.
- Valid Class 5 Drivers License with the ability to travel between various locations within the city.
- Nonviolent Crisis Intervention training (or willingness to obtain).
DISCLAIMER
The above statements are not intended be a thorough list of all responsibilities, additional duties and tasks may be assigned.
As a member of our frontline team, you will be exposed to emotionally charged and high-stress situations. Your role may involve supporting staff responding to crises, interacting with distressed individuals, and assisting in the management of critical incidents. It is essential that you demonstrate resilience, sound judgment, emotional regulation, stress tolerance, and the ability to maintain composure under pressure.
CMHA Calgary operates CCTV equipment on its premises for safety and security purposes. All employees may be subject to video monitoring while on site.
CMHA Calgary is a smoke-free work environment. However, there may be occasional exposure to secondhand smoke from designated smoking areas nearby.
APPLICATION INFORMATION
Application closing date: The posting will remain active on the website until the positions are filled.
We thank all applicants for their interest, however, only those considered for an interview will be contacted.
Pay: $70,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
Application question(s):
- Do you have 3-5 years of supervisory or managerial experience?
- Do you have experience leading teams (minimum 5+ staff) with accountability for team performance, service delivery outcomes, and operational decision-making.
- Have you coordinated support services specifically for individuals with developmental, physical, or complex disabilities within an alternative living or community-based setting?
Work Location: In person
