Program Operations Manager, Community Managed Alcohol Program

PHS Community Services Society is hiring a Program Operations Manager (POM) to oversee our Community Managed Alcohol Program (CMAP).

CMAP is a harm reduction initiative that provides beverage alcohol brewed by members within a community-oriented space. The CMAP POM will provide regular assessment, tracking, reporting, and follow-up of program goals and services, ensuring contractual adherence, and staff management. This role requires regular hours worked on site in the specifically assigned building, as well as response to emergent calls in these and other projects as needed. As an excluded manager, this role is responsible for day-to-day coaching, training, and discipline of CUPE 5536 staff working at designated projects.

Why work here?

PHS is recognized as North American leaders in low barrier housing and harm reduction services. We are innovators, highly regarded across the sector, looking for people to join experienced, supportive multi-disciplinary teams.

You will be a valued member of the team, working with colleagues who respect your input.

PHS is located in Vancouver’s Downtown Eastside, in easy walking distance of Downtown, Chinatown, Gastown and the Seawall. There are good transit links – we’re a couple of blocks from the Stadium-Chinatown SkyTrain station.


Job duties include (but are not limited to):

  • Recruitment, onboarding, training, and retention of employees.
  • Coaches staff on developmental plans, with regular performance reviews.
  • Ensures effective employee relations and risk management, meets deadlines and works in collaboration with key internal and external stakeholders to achieve excellence in programs.
  • Directly supervises coordinators, mental health workers, independent contractors and directs the work of staff and volunteers.
  • Establishes a positive rapport with funding partners, ensuring the continuance of programs is in alignment with funder mandate and community need.
  • Responsible for employee attendance management including timesheets, absences due to injury or illness and shift adjustment, filling unfilled schedule vacancies and last-minute shift coverage, reviewing schedules in advance to identify potential upcoming issues, and collaborating closely with the coverage team.
  • Responsible for ensuring compliance with collective agreement and all other employee policies and procedures.
  • Investigates work conduct and staff performance issues and facilitates any necessary remedial action or progressive disciplinary action up to and including termination through participation in grievance processes and other labour relation matters.
  • Responsible for the effective and supportive communication between staff, participants, volunteers, community agencies and services providers, maintaining respectful, responsive working relationships with VCH service providers and community partners.
  • Liaises with partner organizations and outside agencies in supporting participant and resident access to community-based services including housing, health care, social services, financial aid, and supportive employment.
  • Responds to escalated participant concerns and complaints.
  • Initiates a coordinated response in crisis situations and immediately notifies senior management.
  • Prepares for annual program reviews and ensures operations manuals and program procedures are up to date.
  • Maintains the overall Occupational Health and Safety (OH&S) program, ensuring all staff are trained and operating in accordance with the law and established best practice.
  • Represents the employer at internal OH&S committees, housing and harm reduction meetings, and in external funder and community stakeholder meetings.
  • Oversees specific program budgets, responsible for monitoring expenditures, performing variance analysis, and reporting to senior management.
  • Assumes a leadership role in new start-up programming, planning, developing, and implementing new initiatives in response to demonstrated community needs and evaluating program success.
  • Conducts qualitative participant feedback surveys and community needs assessment to inform program operations.
  • Monitors and reports on program deliverables, program evaluation and outcomes, and participates in strategic program planning based on resident and community feedback.
  • Manages and maintains clear records of all financial transactions, such as membership contributions, food purchases, CMAP deliveries, and all other related program expenses.

Education and experience

  • Bachelor’s degree in a relevant area and five to seven years’ management experience or equivalent combination of education, training, and experience.
  • Knowledge of budget management.
  • Demonstration of superior interpersonal skills with a preference to working as part of a team.
  • Ability to exhibit cultural sensitivity and empathy.
  • Excellent communication and conflict resolution skills.
  • Excellent judgment in crisis situations.
  • Strong knowledge and practical understanding of harm reduction approaches.
  • WCB Level One First Aid and CPR.

Terms of employment

Job Type: Full-time temporary (until return of incumbent).

Salary: $86,777.60 ($41.72 / hr).

Benefits: Extended healthcare, dental, vision care.

Successful applicants will be required to complete a criminal records check, and must be eligible to work in Canada.

This is an excluded role.

PHS strives to create an inclusive and welcoming workplace that reflects the community we serve. We seek a diversity of skills, knowledge, backgrounds, and professional and lived experience in our staff.  We particularly encourage applications from Indigenous individuals.

To comply with current Public Health Orders, some positions within PHS must be staffed by individuals who are fully vaccinated for COVID-19 or have an approved medical exemption. Proof of vaccination status will be required for successful applicants for positions covered by the order.

How to apply

Send your resume to today! Please include a cover letter identifying the position title you are applying for, and the qualities and competencies that would make you a suitable candidate.

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