Program Manager, Community Housing Operations & Stability

WHO WE ARE

Compelled by the love of Jesus, the Calgary Dream Centre (CDC) exists to see lasting change across generations by breaking the cycles of poverty, homelessness, and addiction. We provide recovery programs, housing, and vocational training to people in the pursuit of a life worth living. Because no one is beyond hope.

MISSION AND VALUES ALIGNMENT

The Calgary Dream Centre is a Christian faith-based organization. Our work is compelled by the love of Jesus, and our programs are built on the conviction that no one is beyond hope.

All employees are expected to understand, respect, and actively support this mission, and to conduct themselves in a manner consistent with CDC’s values. Faith is extended to the people we serve as an invitation. It is offered to everyone, required of no one. Staff are expected to uphold that posture in their work.

POSITION SUMMARY

The Program Manager, Community Housing Operations & Stability
Program Manager is responsible for the day-to-day leadership, supervision, and delivery of Community Housing services. This position provides direct leadership to frontline staff, ensures high-quality service delivery, supports tenant stability, responds to complex situations and emergencies, and promotes a safe, accountable, and supportive environment for both staff and participants. The Service Manager also serves as the point person for maintenance and property-related coordination across the assigned portfolio. The Service Manager is expected to demonstrate consistent leadership presence, balancing relational warmth with clear accountability to program standards and safety.

PORTFOLIO

This position is responsible for independent long-term housing. In addition to leading service delivery across these sites, the Service Manager holds explicit responsibility as the property applications and maintenance liaison. This position carries fewer direct reports than the Program Manager role, with the added maintenance and property-coordination scope balancing overall responsibilities across the two management positions.

RESPONSIBILITIES & SCOPE OF EMPLOYMENT

Staff Leadership & Supervision

- Alongside the Community Housing Program Manager, this role will support supervision of Community

- Housing staff, including coaching and performance management.

- Conduct supervision meetings, performance evaluations, and development planning.

- Maintain a consistent leadership presence in daily operations and model professional boundaries.

- Set clear expectations for staff and participants and follow through on consequences where appropriate.

- Ensure staff are enrolled in required trainings and kept up to date.

- Maintains working familiarity with all CDC programs and participates in cross-program cross-training.

- Address workplace concerns, conflicts, and performance issues with Human Resources as required.

- Maintain an accountable, collaborative team culture.

Property Applications & Maintenance Liaison

- Act as the point person for maintenance and property-related coordination across the assigned portfolio.

- Oversee and coordinate property applications and intake related to housing units.

- Serve as the primary liaison between the program, maintenance staff/contractors, and property stakeholders to ensure timely resolution of maintenance issues.

- Track maintenance requests and property concerns through to completion, escalating as needed.

- Coordinate with the Community Housing Program Manager and Director on property-related planning and priorities.

Service Delivery Oversight

- Oversee daily Community Housing service delivery.

- Ensure effective case management practices and participant-centered support.

- Monitor staff workloads, caseload distribution, and service quality.

- Support staff in managing complex participant situations.

- Apply program policies, procedures, and best practices consistently in daily decisions, demonstrating strong knowledge of organizational expectations, safety protocols, and participant support standards.

- Ensure consistency in service delivery across the program.

Crisis Response & Risk Management

- Lead responses to participant crises, relapses, critical incidents, and emergencies.

- Provide consultation and guidance to staff managing high-risk situations.

- Ensure incidents are documented, reviewed, and addressed appropriately.

- Collaborate with emergency services, healthcare providers, and community partners as required.

- Monitor and mitigate operational risks affecting participants, staff, and properties.

- Participate in the on-call rotation, including being available for crisis intervention and filling gaps during crisis.

Property & Policy Compliance

- Oversee property inspections and housing quality standards.

- Ensure compliance with program policies, organizational procedures, and safety requirements.

- Monitor adherence to participant agreements and program expectations.

- Ensure screening and safety protocols (e.g., police information and vulnerable sector checks, where applicable) are followed within the area of responsibility.

- Support implementation of corrective actions when compliance concerns arise.

- Consistently upholds and models the Code of Conduct; identifies and reports potential violations promptly.

Participant & Community Relations

- Assist with resolution of complex participant concerns and complaints.

- Support positive relationships with neighbors, community partners, and referral agencies.

- Promote trauma-informed, recovery-oriented, and person-centered service delivery practices.

Recruitment & Team Stability

- Participate in recruitment to fill front-line roles, including screening candidates to backfill vacancies.

- Collaborate with the Community Housing Program Manager and HR to manage staffing changes and ensure adequate coverage.

- Provide consistent leadership support during staffing transitions (e.g., backfills, internal moves, vacancies).

Leadership & Collaboration

- Work collaboratively with the Community Housing Program Manager to ensure services align with program goals and outcomes.

- Provide operational input into policy development and program planning.

- Participate in organizational leadership initiatives and committees.

- Maintain regular communication with HR and leadership regarding staffing, performance, and workplace concerns; document key decisions and follow-up actions.

- Contribute to continuous improvement efforts within the department.

SCOPE OF EMPLOYMENT

- The scope of employment may include working with struggling individuals who may use aggressive behavior (verbal and/or physical), and handling difficult situations involving the impact of trauma, addictions, suicidal ideation, and/or death of clients.

EXPERIENCE AND EDUCATION REQUIRED:

- Education in health sciences, addictions counselling, social work, or a related social science. Or equivalent experience.

- 3-5+ years experience in a leadership role.

- 3-5+ years experience in the field of addiction and working with marginalized populations.

- Experience managing a bed-based program is an asset.

- Current Standard First Aid/CPR, naloxone administration, and non-violent crisis intervention certification, or willingness to obtain.

- Valid Class 5 driver’s licence.

- Willingness to obtain a criminal record check with vulnerable sector search.

SKILLS AND ABILITIES

- Personal acknowledgment of CDC’s mission and values, and the ability to work within a Christian faith-based environment.

- Comprehensive understanding of marginalized populations relating to poverty, addiction, violence, trauma, and mental health.

- General knowledge of 12-step and other recovery-based models, and of recovery-oriented and trauma-informed practice.

- Able to hold structure and community culture at the same time.

- Sound judgment on decisions affecting a participant’s care and housing stability.

- Able to effectively manage confrontation and conflict, including on-call emergency situations.

- Strong organizational discipline.

- Demonstrated ability to write and communicate processes and procedures.

- Knowledge of local social service agencies.

- Lived or living experience with recovery or mental health is considered an asset.