Senior Manager, Program Services

Job #:

9644

Division

Vacancy Type:

Full-time Permanent

Affiliation

Non-Union: Management & Exempt

Grade

Contract Length:

9 (Under Review)

# of Vacancies:

1

Salary/Hourly Range

$136,097.26 - $163,316.72

Hiring Range/wage

$136,097.26 - $149,706.99

Work Details (Days/hours)

Monday - Friday 36.25 hrs per week

Posted Date

7/7/25

Existing Or New

New

Deadline To Apply

7/28/25

What We Offer

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits, including a health spending account available upon your start date;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year.
• Fitness membership discount;
  
  

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

The Senior Manager, Program Services plays a pivotal role in overseeing RGI Administration, arrears and vacancy management, and tenancy management functions and serves as the decision-maker on RGI Administration matters delegated to TCHC by the Service Manager. This role ensures that tenancy management functions align with regulatory requirements, the City of Toronto’s RGI Administration rules, and sector best practices. Reporting to the Director, Operational Planning and Program Services, the Senior Manager is responsible for strategic and operational leadership of the Program Services and Service Manager Compliance teams. They will be the divisional lead on developing and implementing all Tenancy Management training, including development of the comprehensive on-boarding program for new Tenancy Management staff, in partnership with L and OD. This role will be accountable for the implementation of all internal and external audit recommendations related to Tenancy Management and RGI administration and is the divisional liaison between Operations and Internal Audit on their ongoing RGI and corporate audit projects for these areas. The role is responsible for leading centralized work on Evictions for Cause and liaises with the Legal Dept on strategic and policy matters related to Evictions for Cause, Anti-Social Behaviour and abusive behaviour from tenants.

What you’ll do

Program Services Leadership & Development

• Design, implement, and evaluate Program Services-led initiatives that support housing stability, arrears collection, .and vacancy management initiatives and KPIs across the Operations Division.
• Lead the development of policies and procedures to enhance Tenancy Management service delivery and compliance with provincial legislation and City rules
• Identify opportunities for program expansion and innovation to address vacancy management and strategies to reduce arrears and ensure consistency in evictions for cause cases
• Balance operational, strategic, political and reputational risks to make decisions and provide direction to staff in Program services and the Regional Tenancy Management teams on complex arrears management and RGI administration matters.
  
  

Tenancy Management

• Develop and implement strategies to prevent evictions for arrears and ensure that for-cause evictions are pursued appropriately
• Lead ongoing work on evictions for cause, and implementation of the Abusive Tenant Behavior Policy.
• Act as liaison with regional Tenancy Management teams and lead and direct actions to support regional tenancy management functions to be carried out consistently, equitable and in compliance with all legislative and service manager requirements.
  
  

Training & Staff Development

• Design and oversee training programs for staff on tenancy management, arrears collection, RGI compliance and managing evictions for cause cases, in partnership with Learning and Organizational Development.
• Ensure staff are equipped with skills to navigate complex tenancy issues, conflict resolution, and regulatory compliance.
• Promote professional development opportunities to strengthen housing management expertise.
  
  

Stakeholder Engagement & Partnerships

• Collaborate with OCHE to ensure continued improvement in the TCHC-OCHE relationship and work with the Commissioner to streamline processes.
• Lead the development of Management responses to OCHE systemic recommendations and oversee the implementation of response projects to address recommendations.
• Provide leadership of the Service Manage Compliance function and engage directly with the City as Service Manager on strategic service-manager related matters impacting the Operations Division.
• Lead the division-wide engagement with the ODSP and OW divisions at the province and the City, ensuring that escalated issues arising from the regional level interactions are addressed in the interest of ensuring that tenants in arrears and on benefits are able to stabilize their tenancies. Design and lead implementation of policies and procedures to improve the engagement with OW and ODSP staff.
• Represent the organization in meetings, forums, and advocacy efforts related to Social Housing, tenancy management, arrears and vacancy management, RGI administration and evictions for cause.
  
  

Operational & Financial Management

• Oversee program budgets, ensuring efficient allocation of resources.
• Monitor program performance, reporting key metrics to leadership and stakeholders.
• Ensure compliance with funding agreements and regulatory requirements.
• Team Leadership & Development:
• Supervise and support program staff, providing mentorship and professional development opportunities.
• Promote a positive and inclusive work environment.
• Conduct performance evaluations and implement staff training initiatives.
  
  

What you’ll need

• Post-secondary education in Social Work, Business, Public Policy, or other relevant field or equivalent combination of education and work experience
• Master’s degree in a relevant field is preferred
• 8 years progressive experience working within the broader public sector or non-for-profit sector
• Experience managing staff in a complex, public-sector organization
• Experience in the administration and delivery of social housing programs including working with government legislation, including the Housing Services Act and the Residential Tenancies Act
• In depth knowledge of social housing services and challenges including addressing the needs of vulnerable populations
• Experience motivating, leading, training and managing staff in high functioning teams
• Highly developed interpersonal, conflict resolution, project management and problem-solving skills
• Demonstrated ability to communicate and represent the unit professionally with senior staff, committees and stakeholders
• 5 years Management/Supervisory capacity or leadership role related to the duties of the position is preferred
• Strong working knowledge of the Ontario Human Rights Code and RGI Administration in Ontario is preferred
  
  

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

INDS