About FRAFCA:
The Fraser Region Aboriginal Friendship Centre Association is a non-profit organization that provides a diverse range of culturally safe and supportive services to Aboriginal people in Surrey and the Fraser Salish region. The Friendship Centre works from a decolonizing perspective, and as such, works to strengthen family bonds between generations and within the family.
About Surrey:
The City of Surrey is one of 21 municipalities in Metro Vancouver in British Columbia, Canada. We are located on the Lower Mainland on the south side of the Fraser River and share a border with the United States of America. Surrey is situated on the traditional, ancestral, and unceded territories of the Salish Peoples, including the qicəy (Katzie), qʷɑ:nƛən (Kwantlen), and Semiahma (Semiahmoo) land-based nations.
Overview:
In accordance with established vision and values of the organization, the Complex Care Program Manager provides line leadership, supervision, clinical support, service delivery level problem solving to multidisciplinary Complex Care Housing teams, and direct client care as required. The Manager works to deliver high quality, client focused programs across the continuum of community services and provides liaison to local agencies and other service providers. In collaboration with the Program Director, the Program Manager is also responsible for the planning, implementation, coordination, and evaluation of clinical practice to ensure quality client care outcomes.
Duties & Responsibilities – Complex Care Program Manager
Complex Care Program Manager will be responsible for the overall leadership, coordination, and performance of the program, including the effective management of staff, operations, and service delivery in alignment with FRAFCA policies, funding requirements, and regulatory standards.
1. Program Operations & Staffing Oversight
- Oversee and coordinate the day-to-day operations of the Complex Care program, ensuring appropriate staffing levels and continuity of services at all times (24X7).
- Responsible for staff scheduling, including preparation, communication, and ongoing management of schedules to ensure adequate coverage and timely response to staffing changes.
2. Clinical Coordination & Quality of Care
- Works collaboratively with a multidisciplinary team, including Registered Nurses, Clinical Supervisors, physicians, psychiatrists, Indigenous health providers, outreach teams, and other internal and external service providers to coordinate quality client care, facilitate communication, and support integrated service delivery.
- Ensures appropriate clinical supports are in place through coordination with qualified professionals and external providers (Ex: AHMA), and facilitates staff access to required training to maintain competency.
- Oversee case coordination, documentation, and care planning standards, ensuring compliance with organizational, regulatory, and funding requirements, and supporting staff in delivering quality, client-centered care. This includes ensuring that clinical practices, medication handling, and incident responses are carried out in accordance with applicable clinical standards, organizational policies, and regulatory requirements.
- Provides direct client support or intervention as required during emergencies, staffing shortages, or complex client situations, while maintaining overall program oversight.
3. Staff Supervision, Training & Performance Management
- Provide training, supervision, coaching and support to staff to ensure effective service delivery. Identifies training needs and supports professional development.
- Ensure proper program orientation for staff and evaluates performance through formal appraisals.
- Participate in recruitment processes and maintains appropriate documentation in collaboration with Human Resources.
- Supports staff in managing complex client situations through consultation, coaching, and coordinated clinical decision-making.
4. Program Planning & Client Activities
- Lead the planning, coordination, and evaluation of structured programs and activities for CCH residents (including women-specific programming), ensuring alignment with client needs and program objectives.
- Maintain overall responsibility for program design, scheduling, and oversight, while working collaboratively with staff for implementation.
5. Program Quality, Evaluation & Continuous Improvement
- Monitor program effectiveness through audits, case reviews, team meetings, and stakeholder feedback.
- Track program performance against established goals and makes formal recommendations in writing to improve service delivery and respond to emerging client needs.
- Participates in and leads case conferences, interdisciplinary meetings, and clinical reviews to support quality client outcomes.
6. Financial & Administrative Accountability
Ensures effective management of financial, technical, and human resources, including participation in program planning and budget monitoring.
Responsible for ensuring all procurement and purchasing activities comply with FRAFCA policies and funding requirements, including:
- Ensuring all expenditures are aligned with program funding agreements, approved budgets, and contractual requirements
- Exercising appropriate decision-making authority for program-related purchases within approved budgets, in accordance with FRAFCA policies and approval thresholds
- Ensuring that all Purchase Orders (POs) related to program expenditures are accurately prepared, reviewed, and submitted to Finance in a timely manner, in accordance with FRAFCA processes, whether completed directly or delegated to appropriate staff
- Ensuring accurate coding and supporting documentation for all expenses
- Submitting financial documentation within required timelines
7. Timesheet, Scheduling & Payroll Accountability
- Responsible for the preparation, oversight, and management of staff schedules to ensure operational coverage
- Ensure all Complex Care Program staff timesheets are accurately reviewed and submitted to Payroll within established timelines, and ensure your own timesheet is submitted to your manager within required timelines
- Ensure timely communication with Finance and Human Resources regarding staffing changes (Ex: resignations, medical leaves, or other employment status changes), and collaborates to support appropriate next steps.
8. Reporting & Documentation
Oversee, compile and submit program reports (statistical and narrative) based on team data and professional judgment, ensuring accuracy, completeness, and confidentiality.
9. Policy, Standards & Compliance
- Provide input into the development and implementation of clinical and operational standards, ensuring alignment with evidence-based practices, accreditation requirements, and organizational policies.
- Maintain and update procedures to support quality client care and program consistency.
10. Health, Safety & Duty to Report
- Contribute to a safe and healthy workplace by maintaining required certifications (Ex: Non-Violent Crisis Intervention, First Aid, Naloxone, etc.) and supporting employee health and safety initiatives.
- Ensure staff are trained in incident reporting and documentation requirements.
- Ensure that all critical incidents, including medical events, medication discrepancies (Ex: missing or unaccounted medications), safety concerns, and other significant occurrences, are reported promptly and documented in accordance with FRAFCA policies and regulatory requirements.
- Ensure timely communication of incidents to appropriate stakeholders, including management, Human Resources, and external authorities where required, and notify Human Resources with details of incidents requiring WorkSafeBC reporting.
11. Community Engagement & Partnerships
Represent the program on internal and external committees as required and build relationships with community partners to support program objectives.
12. General Duties
Perform other related duties as required to support the effective operation of the program.
Qualifications and Experience:
Education, Training and Experience:
- A Master’s degree (from an accredited educational institution) in Social Work, Nursing, Psychology, Public Health, Counselling, or another relevant social or behavioural science discipline, or an equivalent combination of advanced education, training, and experience
- Four (4) years of recent related experience, including experience in individual, family, and group modalities of practice in the clinical specialty of the assigned area, including a minimum of two (2) years of recent experience in a leadership or management capacity
- Active valid BC driver’s license.
Skills and Abilities:
- Management: Demonstrated ability to organize work, set objectives and establish priorities. Manages time and resources, implements activities to promote cooperation among the interdisciplinary team, supervises responsibilities of others, and collaborates across disciplines.
- Leadership: Promotes staff morale, engagement, and risk-taking. Demonstrates creative planning for change and innovations, implementation of CCH policies or other protocols, and ongoing professional development of self and others.
- Knowledge Integration: Integrates best practice and current research evidence to support professional practice decisions and actions.
- Communication: Demonstrated ability to communicate effectively with clients, families, the public, medical staff and the members of the interdisciplinary team using, oral written and computer communication means. Demonstrated ability to effectively resolve conflict.
- Critical Thinking: Demonstrated ability to integrate and evaluate pertinent data (from multiple sources) to problem-solve and make decisions effectively. Applies the problem-solving process demonstrating critical thinking and decision-making skills using a systems approach.
- Teamwork: Demonstrated ability to foster teamwork and a commitment to excellence in the provision of client care.
- Teaching: Ability to teach clients and others both, one-on-one and in groups.
- Equipment: Demonstrated computer skills including the use of electronic mail record and Windows based programs. Demonstrated data analysis skills including appropriate data analysis and reporting tools. Demonstrated ability in the use of e-mail and word processing. Ability to operate other related equipment as required in the specific practice area.
- Physical ability to perform the duties of the position.
We thank all the applicants, but only those selected for interview will be contacted.
Applications will be accepted on a rolling basis. Open until suitable candidate is found and the position is filled.
*Pursuant to S. 41 of the BC Human Rights code, preference may be given to Aboriginal Applicants.
“We are committed to the National Truth and Reconciliation Calls to Action. FRAFCA is engaged primarily in promoting or serving the interests of Indigenous peoples, FRAFCA prioritizes employment to Indigenous peoples. Preference will be given to Indigenous applicants, unless that preference or employment would constitute a discriminatory practice under the Canadian Human Rights Act”.
Pay: $43.00-$44.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
