Manager, Support Services

Manager, Support Services

Identifying Information

Job Title: Manager, Support Services

Program Area: Individual and Family Supports

Job Level: Program Manager

Reports to: Senior Director, Programs and Operations

Organization Summary

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increased awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe,





long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.

Job Summary

Reporting to the Senior Director, Programs & Operations, as the Manager, Support Services you will play a pivotal role in overseeing and leading a team dedicated to providing comprehensive support services to individuals and families in need. This role requires a combination of leadership, organizational, and interpersonal skills to ensure the successful implementation and continuous improvement of the program. You will collaborate with various stakeholders, manage a team of support professionals, and contribute to the program's strategic development.

Job Duties and Responsibilities

Program Planning, Implementation and Administration

- Oversees service delivery and program operations for Suicide Grief Support Services, Peer Services, Family Support Services, Volunteer Services and other programming designed to support crisis intervention, advocacy, and wayfinding.
- Provides leadership in the planning, implementation,





coordination and evaluation of programs providing individual and family support
- Works with Clinical Supervisors to ensure best practices are followed and strategies are identified to support client needs/issues.
- Anticipates and identifies special needs and trends in the community and plans, develops, and coordinates efforts with community partners to provide services to meet system gaps.
- Participates in all accreditation processes as necessary by engaging staff and volunteers as required in order to ensure accreditation is maintained.
- Oversees operational planning activities for areas of responsibility to ensure the smooth and ongoing functioning of the associated program area.






- Oversees the budget for the associated program areas to ensure optimal use is made of the agency’s financial resources and that the funds are spent appropriately.
- Ensures all contract reporting requirements are met and provided/submitted on schedule.
- Researches, assembles, prepares, and provides reports on matters related to the program.
- Ensures that approved accreditation recommendations for each program area are implemented and are being followed as intended.
- Implements approved policies in a manner consistent with and supportive of the vision, mission, values, and goals as described in the Strategic Plan

Leadership and Supervision

- Leads and provides direction to teams in associated program areas by establishing standards and expectations,





providing overall direction and monitoring performance delivery.
- Hires, coaches, mentors, leads, manages performance, etc. of programs staff, and/or volunteers.
- Oversees and evaluates the work delivered by staff and volunteers by providing direction as appropriate and monitoring work for compliance with policies and procedures.
- Promotes a staff mind-set which enhances the goals and objectives of CMHA-Edmonton
- Ensures all staff have appropriate opportunities for professional and personal development.
- Undertakes a coordinated and timely response for emergent issues and involves the Executive and Management Team as appropriate.
- Ensures that the Senior Director, Programs and Operations is informed of risk management issues,





including those that have implications beyond existing policy or that may have the possibility of affecting the agency’s reputation or resources.
- Participates as a member of the CMHA-Edmonton Management Team and provides information and recommendations on opportunities to promote CMHA-Edmonton.

Community Engagement and Stakeholder Relationships

- Promotes the agency and the vision and mission of CMHA-Edmonton within the community.
- Represents the agency to the public, funders, and other community stakeholders.
- Attends and participates in community initiatives and events on behalf of the Individual and Family Support Program areas and CMHA-Edmonton.
- Networks with relevant community organizations and participates in external agency committees to promote CMHA-Edmonton goals.






- Liaises and networks with funders to ensure expectations are being met.
- Ensures funders are appropriately recognized.
- Develops relationships with key stakeholders, reviews their effectiveness, and nurtures them for continued growth.
- Receives, investigates and responds to stakeholder complaints, and advocates for program changes when necessary.
- Maintains positive relationships with stakeholders with whom the program areas have ongoing contracts; monitors and ensures that targets and conditions are being met; and makes adjustments to work being performed as may be required.

Core Competencies

- Action oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm






- Collaborative – Builds partnerships and works collaboratively with diverse parties to meet shared objectives
- Strategic mindset – Sees ahead to future possibilities and translates them into breakthrough strategies
- Builds effective teams – Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Principles – understands the voice of persons with lived experience and incorporating this into program design and implementation
- Leadership : Develop a strong, motivated team by setting clear goals, providing guidance, and offering feedback. Help team members improve their skills through regular coaching and personal development plans. Know how to assign tasks effectively, ensuring that everyone contributes and meets deadlines.







Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.

- University Degree in a related field (e.g., Social Work, Occupational Therapy etc.) (Required)
- Current registration with a professional body is required ( RCSW, RSW, registered social worker, social worker)
- Minimum of 5-7 years of experience in a leadership/supervisory position (preferably in the non-profit sector and in an agency that serves people experiencing mental illness) and/or experience developing relationships with community organizations and stakeholders.
- Crisis Intervention Support Worker, Mental Health First Aid certifications, and Applied Suicide Intervention Skills Training (ASIST) (preferred)
- Project management experience and/or certification will be considered asset.

Skills/Abilities

- Strong interpersonal, verbal and written communication skills
- Demonstrated understanding of: mental health; mental illness and recovery; peer support; information and referral services; crisis intervention; mental health promotion, and volunteerism
- Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-program environment
- Demonstrated abilities of leadership, strategic goal setting and vision of how to achieve the overall objectives of the organization
- Superior organizational and problem-solving skills
- Ability to respond to situations with astuteness and composure
- Demonstrated abilities in project management, financial management, program delivery, and evaluation
- Strong presentation and group facilitation skills
- Ability to effectively use Microsoft Office

Required Training for the Position

Within the first 3 months of employment:

- Indigenous Cultural Awareness Training
- Discrimination and Harassment Training
- Diversity and Cross-Cultural Training
- Trauma Informed Care
- First Aid (optional- if required by role)