Job Summary
The Residential Program Manager is primarily responsible for providing comprehensive case management and individualized support to residents of Nancy's House while coordinating the day-to-day delivery of the residential program. Through direct relationships with residents, collaboration with community partners, and oversight of program operations, the Residential Program Manager helps create a safe, supportive, and empowering environment that promotes healing, housing stability, and long-term independence.
Responsibilities
Program Management
- Lead the day-to-day operation and continuous improvement of Nancy's House, ensuring the delivery of a safe, trauma-informed, survivor-centred, and anti-oppressive residential program.
- Oversee resident referrals, screening, intake, orientation, occupancy, and discharge processes, ensuring residents are an appropriate fit for the program and all required documentation is completed.
- Develop, implement, and regularly review program policies, procedures, forms, and best practices to support high-quality service delivery.
- Coordinate staffing/volunteering schedules and program coverage to maintain consistent resident support and a stable living environment.
- Facilitate regular house meetings and resident engagement activities that foster community, life skills, wellness, and resident participation.
- Lead weekly individualized resident care plan meetings to coordinate supports and monitor resident progress.
- Respond to crises and critical incidents, collaborating with the Executive Director and external supports as appropriate.
- Participate in the agency's rotating on-call schedule.
Resident Case Management
- Provide comprehensive case management to residents through individualized, strengths-based service planning, goal setting, and ongoing support.
- Conduct regular assessments of resident needs and coordinate individualized support plans that promote housing stability, healing, independence, and long-term well-being.
- Support residents in accessing services including income supports, health care, mental health services, addictions supports, legal services, education, employment, life skills, transportation, financial literacy, and community resources.
- Maintain confidential and accurate case documentation using the agency's case management system in accordance with privacy legislation and agency policies.
- Promote resident accountability through collaborative goal planning and support residents in understanding and adhering to program expectations and occupancy agreements.
- Coordinate safe transitions into, within, and out of the program.
Community Partnerships & Service Coordination
- Develop and maintain collaborative relationships with community agencies, service providers, government partners, and referral organizations to strengthen coordinated service delivery.
- Coordinate referrals and advocate on behalf of residents to ensure timely access to appropriate supports and services.
- Work collaboratively with internal staff, Peer Advocates, volunteers, and external professionals to deliver integrated wrap-around supports.
- Promote awareness of Nancy's House within the community and serve as a key contact for housing referrals and community inquiries.
- Participate in community planning tables, committees, and collaborative initiatives, as approved by the Executive Director, to strengthen partnerships and advance services for survivors.
Administrative & Organizational Support
- Monitor the program budget and authorize routine program expenditures in accordance with organizational policies.
- Contribute to annual program planning, budgeting, evaluation, and continuous quality improvement initiatives.
- Supervise, support, coach, and participate in the recruitment and orientation of program staff, placement students, and volunteers, as assigned.
- Assist with grant applications, funding reports, data collection, and outcome measurement to demonstrate program impact.
- Maintain records, reports, statistics, and program documentation required by the organization and funders.
- Coordinate program-related facility needs with the Executive Director to ensure a safe, welcoming, and well-maintained residential environment.
- Contribute resident success stories, program outcomes, and other information to support organizational communications and fundraising initiatives while maintaining confidentiality.
- Remain informed of emerging research, legislation, best practices, and trends related to human trafficking, commercial sexual exploitation, trauma-informed practice, supportive housing, and community services.
- Other duties as required.
Qualifications
Education & Experience
- Bachelor's degree in Social Work or a related discipline. An equivalent combination of education and relevant experience will be considered.
- Master's degree (e.g., MSW) and current registration with the Ontario College of Social Workers and Social Service Workers (OCSWSSW), or another relevant professional regulatory body, is an asset.
- Minimum of 3-5 years of progressively responsible experience providing direct case management, client advocacy, and individualized support planning for individuals with complex needs within the social services, supportive housing, violence against women, mental health, addictions, or related sectors.
- Demonstrated experience developing, implementing, and coordinating individualized service plans while navigating multiple community systems and service providers.
- Experience supporting individuals who have experienced trauma, human trafficking, sexual exploitation, gender-based violence, homelessness, or other complex life circumstances is strongly preferred.
- Experience working within a residential, supportive housing, shelter, or community-based setting is an asset.
- Experience coordinating community partnerships and facilitating multidisciplinary case planning.
- Previous experience supervising staff, students, volunteers, or placement learners is considered an asset.
- Valid Standard First Aid and CPR certification, or willingness to obtain upon hire.
- Crisis intervention training (e.g., ASIST, safeTALK, Nonviolent Crisis Intervention/CPI) is considered an asset.
Knowledge
- Knowledge of trauma-informed, survivor-centred, strengths-based, harm reduction, and anti-oppressive approaches to service delivery.
- Knowledge of the dynamics of human trafficking, commercial sexual exploitation, gender-based violence, and their impacts on survivors.
- Knowledge of community resources and systems, including housing, income supports, health care, mental health, addictions, legal services, education, and employment supports.
- Understanding of case management principles, privacy and confidentiality requirements, professional boundaries, and ethical practice.
Skills & Competencies
- Exceptional interpersonal skills with the ability to build trusting, respectful, and professional relationships with residents, colleagues, volunteers, and community partners.
- Strong case management, assessment, problem-solving, and crisis intervention skills.
- Excellent organizational and time management skills with the ability to manage competing priorities in a dynamic environment.
- Demonstrated leadership skills, including the ability to coach, mentor, and support a collaborative team culture.
- Ability to exercise sound judgment, maintain appropriate professional boundaries, and make informed decisions in complex situations.
- Strong conflict resolution, negotiation, and de-escalation skills.
- Excellent verbal and written communication skills, including report writing, documentation, presentations, and correspondence.
- Proficiency with Google Workspace, electronic case management systems, and other workplace technologies.
- Flexibility and adaptability to respond to changing resident needs and operational priorities.
- Emotional resilience and the ability to effectively support individuals with complex trauma while maintaining appropriate professional boundaries and utilizing self-care strategies.
- Demonstrated commitment to equity, diversity, inclusion, reconciliation, and culturally responsive practice.
- Commitment to the mission, vision, and core values of Restorations Second Stage Homes.
Requirements
- A valid Ontario driver’s license (G) and access to a vehicle.
- Current Criminal Record Check with vulnerable sector screening.
- Adherence to Restorations’ agency values.
Hours and Location of Employment
- 35 hours/week.
- Work conducted at Nancy’s House in Burlington (confidential location will be disclosed upon offer of employment).
- Weekday schedule with some evenings and weekends based on programming needs.
- Rotating on-call schedule.
Compensation
- The target hiring range for this position is $60,000-$72,500 annually. Placement within the range is determined by job-related skills, experience, and education.
- Comprehensive health and dental benefits package.
- 2 weeks paid vacation in the calendar year to start (pro-rated) plus 10 personal days.
- Employee assistance program (EAP) through TELUS Health.
Application Details
- Please submit a resume and cover letter. Your cover letter should include: 1) what motivates you to join Restorations' team; 2) relevant experiences and skills you can contribute to Restorations and Nancy's House in particular; 3) and your understanding of human trafficking and exploitation.
- This posting is for an existing vacancy and will remain open until filled. Candidates are encouraged to apply as soon as possible.
- Proposed start date: August 2026.
- AI will not be used to screen, assess, or select candidates during the hiring process.
- We thank all candidates for their interest. Only those selected for an interview will be contacted.
Inclusive Hiring Commitment
Restorations Second Stage Homes is committed to creating an inclusive and equitable hiring process that reflects the communities we serve. We welcome applications from individuals with diverse backgrounds, identities, experiences, and perspectives, including individuals with lived experience of human trafficking, commercial sexual exploitation, and related forms of trauma.
We recognize the expertise gained through lived experience and value survivor leadership as an important part of our organization's work. Candidates with lived experience are encouraged to apply and will be considered alongside all qualified applicants. Candidates are not required to disclose personal detals of trauma or exploitation during the recruitment process.
Restorations is committed to providing an accessible and supportive recruitment process. Accommodations are available throughout the hiring process upon request.
Pay: $60,000.00-$72,500.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care
Work Location: In person
