Summary
Description
Position Summary
The Program Manager of Client Services provides strategic and operational leadership to ensure Rowan House Society delivers high-quality, trauma-informed services to individuals and families impacted by domestic violence and abuse. The role provides oversight of client-serving programs and key operational functions, including data, facility and safety, and hospitality, ensuring that services and operations are safe, responsive, effective, and aligned with the unique needs of rural communities. The Manager fosters a client-centered, collaborative approach and supports continuous improvement in program quality, operational effectiveness, and service outcomes, in alignment with Rowan House Society’s mission, vision, and values.
Key Duties and Responsibilities:
- Program Oversight & Compliance
Plans, organizes, and oversees the Client Programs, including Emergency Shelter, 24 Hour Support Line, Outreach Program, Safe at Home, Preventative Education, Children’s Program and Legal Resource Navigator, ensuring alignment with agency policies, legal requirements, funder contracts, budgets, and trauma-informed practices. Recommends new program areas as needed.
- Leadership & Team Management
Supervises, coaches, and mentors’ staff; manages hiring, performance evaluations, terminations and disciplinary actions; including conducting yearly appraisals. Fosters a positive, accountable, and learning-oriented team culture.
- Strategic Planning & Program Development
Establishes program goals, outcomes, and evaluation metrics; contributes to strategic and operational
planning; resolve operational issues and advise Executive Director on key program issues and ensure continuous improvement.
- Data Management & Reporting
Designs and maintains client databases and evaluation tools; ensures accurate data collection and reporting for funders and stakeholders; implements new systems and trains, coach and mentor staff on data protocols.
- Policy, Procedure & Training Development
Develops and updates policies, procedures, and training materials related to client services, documentation standards, data management and safety procedures.
- Health, Safety & Risk Management
Leads health and safety initiatives, conducts regular audits and risk assessments, and implements best practices in alignment with Alberta Safety Standards and organizational standards.
- Financial Oversight & Administrative Support
Maintains budget accountability and performs administrative and other duties as required to support organizational goals.
- Performs other duties as assigned.
Education and Experience:
- Master’s degree in Social Work, Human Services, or related discipline or an equivalent combination of education and experience
- Minimum five (5) years of leadership experience, in the community social services sector, with a demonstrated and in-depth working knowledge of program development, evaluation, quality improvement and strategic planning.
- Experience in program development, implementation, evaluation, quality improvement and strategic planning
- Demonstrated ability to use program data, performance indicators, outcomes, and client feedback to inform decision making and continuous quality improvement
- Experience in staff supervision and training, particularly promoting accuracy, consistency, and protocol adherence.
Skills and Abilities:
- Knowledge of trauma-informed practices and the values of Rowan House Society
- Excellent written and verbal communication skills, with the ability to create clear reports and training materials.
- Provide consistent, supportive, and accountable supervision to staff, fostering a culture of trust, professionalism, and continuous learning.
- Willingness to be innovative and creative in enhancing current processes
- Strong problem-solving abilities, particularly in high-pressure situations, with a track record of developing innovative solutions to complex challenges, with minimal supervision.
- Full familiarity and comfort with technology, databases, and the full Office suite.
- High degree of creativity, flexibility, and initiative.
- The ability to function independently, and frequently under pressure, while managing multiple concurrent projects, staff, and deadlines, including participating in, resolving, and effectively managing stressful and emergency/crises, is an ongoing expectation.
Required Checks, Certifications and Other Requirements
- Criminal Record Check with vulnerable sector check and child intervention check required.
- Standard First Aid Certificate CPR Level C with AED.
- Current Suicide Intervention Skills Training
- Current Non-Violent Crisis Intervention
- Naloxone Poisoning Prevention Certificate
- Must be registered with an associated professional body if required
- Valid Driver’s License with a clear driver’s Abstract
