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Program Supervisor, Operations

Reports To: Director, Operations


The role of the Supervisor, Operations is integral to the agency’s quality assurance and service enhancement objectives by providing direct and on-going supervision to frontline staff. This position plays a key role in coordinating a high degree of collaboration between the agency’s frontline and service delivery staff through its multidisciplinary team model of care.



• Lead and document department meetings with Residential Support Workers
• In collaboration with the Director, Operations, establish performance parameters
• Reinforce organizational and legislation standards at the staff level to support a healthy and safe working and living environment
• Assign and monitor frontline work on a daily basis
• Ensure that staff are provided training as needed on specific agency and contractual protocols
• Oversee proper case notes within the Pirouette and OMS databases
• Provide supervision and feedback regarding client interactions and engagement
• Participate in the on-call rotation


• Create an inspiring team and client environment
• Identify and meet the support needs of frontline staff
• Provide direction and support in the implementation of new policies and/or procedures
• Identify and address staffing gaps and needs, and participate in the hiring and training of all new RSW’s
• Provide support, mentorship, and interventions to staff as required
• Incident investigation in collaboration with the Director, Operations & Human Resources
• Schedule and lead regular team meetings
• Complete annual performance appraisals and quarterly supervision meetings as required
• Participate in management meetings

Quality Assurance

• Routinely conduct quality assurance activities through reviews, meetings, reports and observations, according to professional practice standards and regulatory compliance.
• Identify unmet staffing or operational needs and recommend revisions to the departments approach to work as program needs change.
• Provide direction and staffing coordination for resident care according to the agency’s scope of the practice in collaboration with service delivery staff
• Oversee the implementation of shift guide and programming requirements
• Support the auditing process of CSC’s Statement of Work
• Review client incident reports to ensure accuracy and compliance to policy
• Ensure all client documentation and policies are up to date, accurate, and being implemented appropriately by frontline staff (logs, ROD’s, curfews, etc.)
• Supervise the implementation of risk mitigation plans with assessment controls and reporting mechanisms
• Execute crisis intervention as needed according to agency policies and procedures
• Oversee the implementation of procedures, goals and objectives within the department


• Provide accurate reporting on quantitative and qualitative department outcomes and impacts
• Collaborate with Human Resources to oversee the interview, hiring and training of new employees as required
• Complete employee supervision and performance appraisals
• Scheduling staff


• Bachelor of Social Work, Social Service Work or similar post-secondary education; equivalent combination of education and experience may be considered
• Sound leadership, staff management, and teambuilding skills
• Able to effectively communicate both verbally and in writing
• Politically and culturally sensitive with a commitment to anti-racism and diversity
• Experience supervising within a unionized environment
• Knowledge of HR best practices
• Advanced knowledge of Correctional Services policies and procedures
• Experience working with clients impacted by addictions / mental illness
• Valid First Aid/ CPR
• CPIC Clearance

• Must be available to works days, evening and weekends as required based on operational need
• Full time (40 hour per week)
• Non-unionized position
• Deadline to apply January 4, 2021
• Salary Range: $60,000 – 65,000 per annum

Please apply to
St Leonard’s Place Peel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Should you require any accommodations in advance please let us know.

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