Manager, Operations and Programs

Position Summary

The Manager, Programs and Operations provides leadership for the day-to-day delivery and ongoing improvement of Caledon Meals on Wheels’ core services across Caledon and Dufferin. This includes oversight and senior leadership of Meals on Wheels, Seniors’ Wellness programs, special initiatives and pilots, and the volunteer program.

Working closely with the Executive Director, program staff, the Volunteer Coordinator and community partners, the Manager ensures that services are client-centred, safe, reliable, and well coordinated. The role supervises key program and operations staff, supports staff and volunteer development, and uses data, feedback, and accreditation standards to guide program planning, risk management and quality improvement.

Core Competencies

• Leadership and people management
• Program planning, coordination, and evaluation
• Volunteer engagement and stewardship
• Operational and risk management
• Client-centred service and advocacy for older adults and adults with disabilities
• Collaboration, communication, and relationship building
• Problem solving and decision making
• Cultural humility, equity, diversity and inclusion

Key Responsibilities and Duties:

Program Leadership and Strategy

• Provide overall leadership for the planning, delivery, and evaluation of Meals on Wheels, Seniors’ Wellness, and other CMOW programs, ensuring services are client-centred, accessible, and responsive to community need.
• Work with program staff to develop annual workplans, clear service targets, and program schedules that support safe, consistent, and efficient operations.
• Oversee program logistics such as route planning, group schedules, space bookings, and coverage plans for staff absences.
• Ensure policies, procedures, forms, and documentation are up to date, consistently applied, and aligned across programs.
• Support in-home or intake assessments as needed, including eligibility, subsidies, and risk/safety considerations.
• Lead or support the planning and implementation of new pilots, partnerships, or program expansion in collaboration with the Executive Director and other managers.

Volunteer Program Leadership

• Provide overall leadership and strategic direction for the volunteer program, in line with the Canadian Code for Volunteer Involvement and sector best practices in volunteer engagement.
• Directly supervise the Volunteer Coordinator, providing coaching, guidance, and support on day-to-day recruitment, screening, orientation, scheduling, recognition, performance feedback, and exit processes.
• Ensure the volunteer lifecycle is well managed, including planning, recruitment, screening (e.g., references, police checks, driver’s abstracts, insurance documentation), orientation, ongoing training, supervision, recognition, and evaluation.
• Oversee volunteer risk management, including clear role descriptions, boundaries, confidentiality expectations, incident reporting and follow-up, and alignment with organizational policies and relevant legislation.
• Develop and monitor volunteer engagement plans and targets, including volunteer satisfaction surveys and improvement actions.
• Ensure accurate and timely collection of volunteer data and statistics, including hours, assignments, compliance documentation, and recognition milestones.

Staff Supervision and Team Development

• Provide direct supervision to assigned program and operations staff, including regular one-to-one supervision, team meetings, and performance management.
• Set clear expectations, goals, and priorities for staff, and follow established evaluation and performance improvement processes where needed.
• Foster a respectful, collaborative, and inclusive work environment where staff feel supported and valued.
• Support staff development through coaching, feedback, and identification of training opportunities related to client service, leadership, volunteer engagement, and health and safety.
• Model constructive communication, problem solving, and conflict resolution when issues arise with staff, volunteers, clients, or partners.

Operational Management and Quality Improvement

• Oversee the day-to-day operational functioning of assigned programs, ensuring adequate staffing, coverage, and resources to safely meet service demand.
• Work with team members to address operational issues such as scheduling, supplies, facility needs, and equipment.
• Monitor program budgets, expenditures, and accounts receivable related to program areas, flag concerns, and work with staff and finance to follow up with clients when necessary.
• Collect, analyze, and report on program and volunteer statistics, key performance indicators, and quality measures, supporting organizational dashboards and funder reporting.
• Support accreditation and quality improvement work by contributing to policies, procedures, audits, and formal improvement initiatives.
• Lead or support process improvement projects that enhance efficiency and service quality while maintaining client and volunteer safety.

Client Services, Risk, and Incident Management

• Promote a client-centred approach across programs, ensuring clients and caregivers are treated with respect, compassion, and cultural sensitivity.
• Ensure staff and volunteers follow established procedures for wellness checks, incident reporting, and escalation of concerns to the Executive Director or appropriate authorities.
• Review and ensure timely follow-up and closure of incident reports, near misses, and complaints, with a focus on learning and improvement.
• Support staff in navigating complex client situations, including referral to other services and collaboration with caregivers and community partners.

Community and Partner Relations

• Represent Caledon Meals on Wheels at relevant committees, networks, and outreach events, particularly those related to older adults, food security, and volunteerism.
• Maintain and strengthen relationships with community organizations, municipalities, health and social service partners, and funders in alignment with the Executive Director and Engagement and Development Manager.
• Support outreach and marketing efforts for programs and volunteer opportunities, in collaboration with internal staff and partners.

Health and Safety

• Promote and model safe work practices for staff and volunteers, in line with the Occupational Health and Safety Act, CMOW policies, and accreditation standards.
• Work with the Health and Safety Representative to identify, report, and address workplace hazards or concerns.
• Ensure staff and volunteers receive appropriate training related to health and safety, infection prevention and control, lifting and mobility, and field work.

Other Duties

• Participate as a member of the management team in organizational planning, risk discussions, and strategic initiatives.
• Support fundraising events and agency-wide activities as required.
• Demonstrate behaviours consistent with CMOW’s mission, vision, and values, and contribute to a positive organizational reputation for food and service excellence.
• Other related duties as assigned by the Executive Director.

Qualifications:

Education and Experience

• Postsecondary diploma or degree in social or community services, gerontology, health or human services, non-profit management, or a related field, or an equivalent combination of education and experience.
• Minimum two – three years of progressive experience in community-based or non-profit programs, including at least one year in a supervisory or management role.
• Demonstrated experience overseeing volunteers and volunteer programs, including recruitment, screening, training, supervision, and recognition.
• Experience working with older adults and/or adults with disabilities, ideally within a community support, seniors’ services, or health context.
• Experience using client and volunteer databases and Microsoft 365. Experience with AlayaCare or similar systems is an asset.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and team-building skills, with the ability to support staff and volunteers through change.
• Solid understanding of volunteer engagement principles, risk management, and the Canadian Code for Volunteer Involvement.
• Strong skills in program planning, implementation, and evaluation, including using data to inform decisions and demonstrate impact.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with clients, staff, volunteers, and community partners.
• Strong organizational and time management skills, with the ability to balance multiple priorities and deadlines.
• Knowledge of relevant Ontario legislation and standards such as the Occupational Health and Safety Act, Ontario Human Rights Code, AODA, PHIPA/PIPEDA, and privacy/confidentiality practices is an asset.
• Comfort working in a fast-paced, evolving environment with a commitment to continuous improvement and learning.

Other Requirements

• Satisfactory Vulnerable Sector Check.
• Valid driver’s licence and daily access to a reliable vehicle for work in Caledon, Dufferin and surrounding communities

Working Conditions

• Combination of office work, meetings in the community, home visits (as needed), and program site visits.
• Prolonged periods of sitting and computer use, with regular telephone and virtual communication.
• Occasional lifting and carrying of program supplies’ up to approximately 20 pounds / 9 kilograms.
• Frequent interaction with clients, some of whom may have complex health or social needs, requires strong interpersonal skills and the ability to manage challenging situations with compassion.
• Some evenings and weekends required for meetings, events, and program needs.

Benefits

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement contributions, and paid time off.
• Opportunities for professional development and advancement within the organization.
• Meaningful work that makes a positive impact on the lives of seniors in our community.
• Other duties as assigned

At Caledon Meals on Wheels, we believe in the strength and richness that diversity brings to our community. We are committed to fostering an inclusive and equitable workplace where individuals from all backgrounds are not only welcomed but celebrated for the unique perspectives, experiences, and talents they bring.

We actively encourage applications from candidates of all races, ethnicities, religions, genders, sexual orientations, abilities, ages, and backgrounds. Caledon Meals on Wheels is dedicated to creating a workplace that reflects the diversity of the communities we serve, ensuring that everyone feels valued, respected, and empowered to contribute their best.

We recognize the importance of equity in employment practices and are committed to providing a fair and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know, and we will work with you to ensure your needs are met.