Senior Program Manager, Reception Homes (Ottawa)

Position Summary

The Senior Manager, Reception Homes (RH) is responsible for overseeing the operations of Matthew House Ottawa’s Reception Homes, ensuring that services align with the organization’s mission and objectives. This role provides leadership to house managers and program assistants, ensuring high‑quality support for refugee claimants.

The Senior Manager fosters an inclusive, safe, and efficient environment for both staff and residents while maintaining compliance with operational policies and procedures. Reporting to the Director of Programs, the Senior Manager ensures the effective operation of all Reception Houses and leads the team in implementing best practices in refugee settlement support. Success in this role means maintaining a well‑managed, welcoming environment that facilitates smooth transitions for residents and ensures operational sustainability.

Key Outcomes & Responsibilities

Leadership and Strategy

Outcome: Reception Houses operate effectively and align with organizational strategy, fostering sustainable growth.

• Collaborate with the Director of Programs to develop and implement operational strategies for Reception Houses.
• Lead and mentor house managers and program assistants to maintain high standards of service delivery.
• Serve as the first point of contact for incidents and issues within Reception Houses.
• Analyze operational data and provide reports to the Director of Programs.
• Represent Reception Houses within the community, fostering key partnerships.

Planning, Management, and Implementation

Outcome: Reception Houses deliver high‑quality, client‑centered services and continuously improve based on data‑driven insights.

• Supervise house managers to ensure the smooth operation of all Reception Houses.
• Oversee house operations, enforcing policies and best practices to maintain a safe and welcoming environment.
• Ensure that all Reception Houses uphold the Refugee Services mission, providing residents with settlement support in a safe, clean, and comfortable space.
• Manage the intake process to ensure timely placement of refugee claimants.
• Collaborate with city agencies and shelters to extend settlement support to off‑site clients.
• Work with transition house and housing support staff to facilitate resident move‑outs when direct support is no longer needed.

Human Resources Management

Outcome: Staff and volunteers are well‑supported, engaged, and equipped to fulfill their roles effectively.

• Recruit, onboard, and mentor house managers and program assistants in collaboration with the Director of Operations.
• Conduct performance evaluations for house managers and other staff.
• Train RH staff on use of HIFIS and MHO CRM.
• Update and maintain HIFIS entries.
• Ensure the implementation of HR policies and professional development initiatives.
• Provide ongoing guidance and conflict resolution support to staff and volunteers.

Community Engagement and Partnership

Outcome: Reception Houses are strengthened through strategic partnerships and community collaboration.

• Build and maintain relationships with community partners, service providers, and donors.
• Advocate for refugee housing needs within external networks and stakeholder groups.
• Identify and pursue opportunities to expand resources available to residents.

Financial and Operational Oversight

Outcome: Reception Houses operate within budget while maximizing impact and sustainability.

• Collaborate with the Director of Programs to oversee financial planning and budget management for Reception Houses.
• Approve operational expenses and ensure productive use of resources.
• Monitor and improve operational procedures to enhance service delivery and cost efficiency.

Risk Management

Outcome: Reception Houses operate safely and within regulatory requirements to mitigate risks.

• Identify and manage risks related to staffing, operations, and resident safety.
• Develop and update emergency plans in collaboration with the Director of Programs.
• Ensure compliance with safety measures, including fire safety regulations.
• Report incidents and submit documentation as required.

Qualifications & Experience

• Education: Bachelor’s degree in Social Work, Human Services, or a related field (or equivalent experience).
• Experience: Minimum of 2 years of leadership experience in program or housing management, preferably in the refugee or social services sector.
• Knowledge: Strong understanding of refugee claim processes, settlement services, and housing operations.
• Language: Fluent in English (required); fluency in French and other languages are assets.

Competencies

• Program Management: Experience overseeing service delivery and evaluating program effectiveness.
• Conflict Resolution: Skilled in addressing staff and resident concerns with professionalism and empathy.
• Leadership & Communication: Proven ability to lead teams and maintain effective communication.
• Financial Acumen: Understanding of budget management and resource allocation.
• Community Engagement: Ability to build partnerships and represent the organization effectively.
• Crisis Management: Experience handling emergency situations and implementing risk management plans.
• Commitment: Strong alignment with Matthew House Ottawa’s mission, values, and ethical standards.

Other Requirements

• Ability to work occasional evenings or weekends based on operational needs.
• Willingness to adhere to confidentiality and safeguarding policies.
• Valid driver’s license; access to transportation is an asset.

Performance Metrics & Success Indicators

• Operational Efficiency: Reception Houses maintain high standards of service and functionality.
• Resident Outcomes: Refugee claimants receive quality settlement support and experience smooth transitions.
• Financial Sustainability: Budget adherence and cost‑effective resource management.
• Staff & Volunteer Engagement: High retention, professional growth, and positive work environment.
• Community Impact: Growth in partnerships and stakeholder engagement.
• Risk Mitigation: Effective handling of safety and compliance issues.