Job Board > Quality Assurance / Program Manager - City of Vancouver

Quality Assurance / Program Manager - City of Vancouver

This is a Permanent, Full-time position.

Province: Vancouver, British Columbia
Position: Quality Assurance / Program Manager
Deadline: September 9, 2022
Posted: August 22, 2022

Job Description / Duties

Specific Duties and Responsibilities

Program Management

Executes program management tasks including issue and risk management, building complex multi-phase program schedules, tracking dependencies and milestones, and communication of overall program status
Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups, external and internal stakeholders, resource and budget constraints; managing all aspects of dynamic, large-scale supportive housing programming in a highly sensitive environment
Leverages resources outside own group to solve problems and achieve results; organizes within a consultative community framework; communicates and coordinates housing initiatives and projects with local community resources such as Vancouver Police Department, healthcare workers, Neighbourhood Houses, Friendship Centers, builds strong partnerships with third-party solution and service providers
Effective stakeholder management as well as financial literacy of program parameters, budgets, operational models, inter-departmentally delivered capital projects.
Develops and implements effective tenant focused programs, processes, procedures, and staffing schedules for meeting project and program deliverables.
Works with tenants and home support agencies, advocates, partners, and community colleagues to ensure that all programs, workshops, facilitations, and settings are impactful and sustainable
Chairs and facilitates high-level resident and team meetings with multiple participants and guiding discussions among multiple stakeholders to reach concrete decisions and productive outcomes; facilitate regular staff meetings, tenant meetings and additional program or community meetings as directed.
Oversees and manages the daily programs offered to ensure the respect, safety and security of tenants, staff and visitors is maintained within the policies, procedure and philosophy of the housing department and Vancouver Affordable Housing Endowment Fund (VAHEF).
Ensures building and program operations comply with all required Health and Safety standards and regulations, including WHMIS and Food Safe.
Participates as a team member with other staff to ensure a safe and caring environment by performing duties such as responding to emergency issues, information sharing and supporting others respectfully within the parameters of the Freedom of Information and Protection of Privacy Act (FIPPA) and related departmental policies.
Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; activating and implementing change.
Develops and implements systems and processes to establish and maintain records for the business unit including; Completing and maintaining related manual and computerized records and documentation such as interactions and income testing with tenant and service providers, maintaining statistical data, completing individual tenant profiles.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Direct staff to monitor the tenant’s ability to maintain their suite and when required make arrangements with support agencies for resources required to fulfill their obligations as a tenant and or community member, working to empower all tenants with appropriate levels of supports and resources; encourage and support tenant to make healthy choices and practises to remain accountable

Quality Assurance

Plays a leadership role in fostering a culture of continuous quality improvement and best practices within a social housing environment, through an inclusive, equity-based lens, and approach.
Monitors key systemic indicators and offers expert analysis on system wide practice and service delivery issues to the NMHO management team and provide insight to improve processes and practices to ensure quality housing is maintained while efficiency is optimized.
Conducts reviews and undertakes issue mediation when departmental processes fail to resolve individual or site specific resolutions towards complex challenges.
Develops mechanisms for continuous quality improvement based on quality assurance findings.
Provides expert practical support to site staff on tenancy related or property management issues.
Communicates and coordinates efforts with external appeal/advocacy bodies to promote effective solutions for individuals and households.
Ensures that documentation, complaints, deviations, non-conformances, investigations, corrective and preventative actions and, change control are performed according to quality and regulatory requirements.
Establishes and delivers new employee training to effectively orient to the departmental mission and mandate as well within the larger citywide context.
Works with various stakeholders within the City to cooperatively identify and deescalate conflicts that arise within the tenant population and works towards creating an environment of trust while maintaining healthy boundaries among peers and collaborates.

Budget Management

Ensures that all financial records for programs are up to date, financial reports and supporting documentation for funders are prepared as outlined in internal processes, and funding agreements.
Provides required information to have invoices generated and submitted to partners and stakeholder agencies according to the established timelines.
Identifies and evaluates the risks associated with program activities and takes appropriate action to control the risks.
Reports evaluation findings to the Director, Non-Market Housing Operations and recommend changes to enhance the program, as appropriate.
Develops funding proposals for the program(s) to ensure the continuous delivery of services.
Completes a variety of administrative functions and assist with the administration of tenant engagement funds as directed by the Director.
Meets financial objectives by forecasting requirements; preparing annual program budgets; scheduling expenditures; analyzing variances; and in consultation with the Director, initiating corrective actions
Exercises the ability to positively influence existing partnership as well as develop future partnerships in the delivery of meaningful programs.

Staff Management

Supervises the Scheduler to ensure staffing supports are aligned with operational requirements.
Supervises Resident Attendant Shift Leads, supporting the stabilization of operational environments and ensures adherence of risk mitigation strategies among staff and populations served.
Oversees auxiliary staff professional development, performance and improvement plans
In consultation with the Director, coordinates recruiting efforts to include administrative processes, candidate screening, and interviews
Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, mentoring, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Perform other related duties as assigned.

Qualifications / Required Skills

Education and Experience:

A degree in Public Administration, Urban Planning or a related discipline.
Minimum five years of experience in the social housing sector, in progressively senior positions with a minimum of two years at a management level including experience in managing a large staff team.
Recent related experience in: housing, social programming, human resource management, budget development and management; tenant and facility management; program coordination; working with non-profit organizations; and working with marginalized and disenfranchised populations.

Additional Information

Requisition ID: 36661

Salary: Salary Range 80: $89,283 to $111,609 per annum

Contact Information

Candidate profile set up here:

Job board location:

Employer Profile

City of Vancouver

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.