Program Manager, Shelter and Respite Services, FT

Employment Type: Full-time, Permanent
Department: Shelter and Respite Services
Union: Excluded
Salary: $80,000 Annually
File #: 26-SRS-10 (1 OPEN)
Posting Date: June 03, 2026
Posting Close: June 17, 2026
Reason for vacancy: New Position

The Program Manager, Shelter and Respite Services is required to work in-person Monday to Friday from 9 AM to 5 PM. The location will be all Shelter and Respite Services' locations.

Position Summary
Reporting to the Senior Manager, Shelter and Respite Services, the Program Manager is responsible for overseeing the day-to-day operations and service delivery within the assigned shelter and respite portfolio. The role focuses on ensuring high-quality, client-centered services that promote community, housing stability, dignity, and overall quality of life for clients.

The Program Manager provides leadership and support to management teams, ensures operational and quality standards are maintained, and works collaboratively with internal departments and external partners to strengthen and enhance service delivery. This position also plays a key role in staff supervision, community partnerships, program development, compliance, and continuous improvement initiatives across Shelter and Respite Services.

Responsibilities
Program Operations and Leadership

• Develop and implement strategic initiatives that strengthen community engagement and client support services
• Build and maintain partnerships with community agencies, neighbourhood groups, and external stakeholders
• Support the recruitment and hiring process in collaboration with the People and Culture department to ensure staffing needs are met in a timely manner
• Consistently apply the terms of the Collective Agreement within the department
• Participate in service planning, program evaluation, and data collection initiatives
• Respond effectively in high-pressure situations and provide operational support outside regular business hours when required
• Ensure Infection Prevention and Control (IPAC) measures and audits are implemented and maintained across all shelter and respite programs
• Oversee Quality Assurance processes and ensure compliance with Toronto Shelter Standards, case management practices, and service planning requirements
• Monitor staff performance, accountability, and professional development through ongoing supervision and evaluation
• Ensure all contracted services comply with applicable shelter standards and agency expectations
• Promote understanding of Anti-Black Racism and its impact on mental health and service delivery
• Ensure alignment with TSS-CABR directives and oversee related training, programming, food supports, hygiene supplies, and anti-racism initiatives
• Oversee fire safety and emergency procedures and ensure all follow-up actions are completed as required

Program Delivery

• Provide leadership and support to Shelter and Respite Management Teams in delivering high-quality services
• Ensure compliance with relevant legislation, agency policies, procedures, and Toronto Shelter Standards
• Support program budgets and monitor key performance indicators and service targets
• Coordinate responses to situations impacting clients, staff, or the surrounding community, including communication with relevant stakeholders
• Oversee implementation of complaints and appeals processes across shelter and respite programs
• Ensure record keeping, documentation, and administrative systems are maintained effectively and accurately
• Provide supervision and operational oversight to staff working within the assigned program site(s)
• Ensure staff adhere to the organization’s Customer Service principles and Code of Conduct
• Participate as an active member of the management team to support consistent and effective service delivery across programs

Partnership Development and Organizational Collaboration

• Develop and strengthen partnerships with community support agencies and external stakeholders
• Collaborate with internal departments and external partners to improve service coordination and outcomes
• Participate in Dixon Hall’s Performance Development Program
• In partnership with the Human Resources team, support staff training and professional development opportunities that enhance service delivery
• Identify and address concerns related to unethical conduct or practices that are inconsistent with agency policies, procedures, or Toronto Shelter Standards
• Participate in internal and external meetings as required
• Support the development of job descriptions, work plans, and recruitment processes in collaboration with Human Resources
• Perform other related duties as required

Human Resources and Staff Supervision

• Directly supervise staff assigned to the program site(s)
• Work with the Human Resources team to support recruitment, onboarding, and staffing processes
• Review and approve bi-weekly timesheets, overtime requests, sick time, and vacation requests
• Participate in progressive discipline processes when required
• Foster a positive, accountable, and supportive team environment

Organizational Effectiveness

• Work collaboratively with the management team to identify program goals, objectives, and operational priorities
• Identify service trends, gaps, and opportunities for improvement
• Chair or participate in committees, working groups, and project-related initiatives as required
• Ensure Health and Safety standards are maintained across all program areas
• Approve program expenditures within assigned signing authority limits
• Ensure reports, files, and documentation are completed in accordance with funder requirements and agency standards
• Maintain accurate program data, statistics, and operational records
• Perform other duties as assigned

Qualifications

• Post-secondary degree in Social Sciences or a related field, or an equivalent combination of education and experience
• Minimum of five (5) years of management experience within the social services sector.
• Experience working in a unionized environment
• Strong knowledge of homelessness services, social housing, the social service system in Toronto, and relevant legislation
• Demonstrated experience in staff supervision, coaching, and team development
• Excellent verbal and written communication skills; fluency in a second language is considered an asset
• Proven leadership skills with the ability to achieve outcomes and support service improvements and organizational change
• Strong organizational, administrative, problem-solving, and decision-making skills
• Ability to work effectively under pressure and manage competing priorities
• Experience with community-based resources, quality improvement initiatives, and program evaluation
• Demonstrated ability to work collaboratively with diverse stakeholders, including community organizations, government partners, residents, and service providers
• Strong computer skills, including proficiency with Microsoft Office and experience using evaluation or research-based software
• Ability to build and maintain positive working relationships within the community sector
• Self-directed with the ability to work independently and collaboratively within interdisciplinary teams
• Legally entitled to work in Canada
• Ability to provide a satisfactory Vulnerable Sector Check that meets operational requirements

Dixon Hall may use Artificial Intelligence-assisted tools during the recruitment process to support efficiency and consistency. Final hiring decisions are made by the Human Resources team.

Dixon Hall is dedicated to fostering an inclusive selection process and work environment, guided by their Race Relations and Employment Equity Policies. If selected for an interview, please inform the hiring manager or the People and Culture team at peopleandculture@dixonhall.org of any accommodations you may require during the interview process.

To achieve their goal of inclusivity and diversity, Dixon Hall actively seeks exceptional candidates from varied backgrounds and with lived experiences. Individuals who self-identify as being from marginalized communities, including Indigenous peoples, racialized persons, persons with disabilities, and those from the 2SLGBTQIA+ community or who have experienced homelessness, are strongly encouraged to apply.