Are you passionate about making a difference in the lives of individuals with developmental disabilities? Do you have a talent for leadership, coaching, and building strong, inclusive teams? If so, we invite you to apply for our Program Manager role and join us in creating a positive, supportive environment that truly transforms lives.
About CHOICES
Choices is a not-for-profit organization that is committed to actively pursue a continuum of service that will enhance the quality of life for people with developmental disabilities, promote social inclusion, and the worth and self-worth of the people we support.
Position Summary
Reporting to the Director of Services, the Program manager will lead the effective service delivery of the residential program, while ensuring compliance with Quality Assurance Measures (QAM) and the Agency’s Mission, Vision and Values. This includes adherence to O. Reg. 299/10, MCCSS service expectations, and all internal health and safety policies. This position is based in Hamilton, Ontario and surrounding areas and requires in-person work at least 4 days per week. This role may oversee one or more program types (e.g., Supported Group Living, SIL, Host Family, or Complex Care), depending on agency needs. The Program Manager works collaboratively with their peers to plan, develop and design services to meet program needs, while supporting person-centered services. The Manager will work with their Director to oversee client intakes, discharges, contentious issues, and case management.
As the Program Manager, you will lead and manage day-to-day operations of one or more programs, guiding a dedicated team to provide top-tier, compassionate care. You will collaborate with staff, families, and external partners to develop and implement individualized support plans, foster a person-centered approach, and encourage staff development and training. The team size can range from 4 to 40 staff, supporting 8 to 16 individuals, depending on program needs. A valid G Driver’s License and access to a reliable vehicle are mandatory for this role.
Key Responsibilities
Leading a team of support workers, the Program Manager is responsible to select, train, motivate and manage DSPs.
Train and mentor direct support professionals on how to review, understand and follow Person Centered Plans (PCPs), Behavior Support Plans (BSPs) and all other required documentation as needed for all people supported. Ensure all documentation (case notes, logs, incident reports, medication charts) is completed accurately and submitted within required timelines.
Participate in Passport forecasting, budgeting and monitoring of balances. Ensure Passport spending aligns with MCCSS guidelines and is tracked in accordance with agency financial procedures.
Oversee daily operations, including scheduling, budget management, and adherence to regulatory requirements.
Individualized Support: Ensure individuals supported receive person centered support in line with their unique needs, preferences, goals and Journey to Belonging.
Supervises, monitors, disciplines, evaluates, trains and delegates responsibilities to all staff and recommends disciplinary actions
Address and resolve emergency situations with professionalism, compassion, and sound judgment.
Participate in On-Call Rotation. Managers must be available to respond to urgent after-hours issues during their designated rotation.
Other duties as assigned.
Qualifications and Skills
Diploma or degree in Social Services, Human Services, Psychology, or a related field
Minimum of 3 years in a management role within residential or developmental services. Experience supporting individuals with challenging behaviors, mental health needs, and trauma is preferred.
Training in NVCI/Safe Management, First Aid/CPR, medication administration, or equivalent sector certifications is considered an asset.
Experience managing in a unionized environment. Knowledge of labour and employee relations practices is an asset
Strong analytical and problem-solving skills, conflict resolution skills, with proven ability to make good judgement calls under pressure and in a dynamic environment.
Demonstrated ability to coach teams, build positive culture, and support staff performance and documentation accuracy.
Knowledge and experience with service planning, budget preparation, program expenditure control and financial accountability
Tactical knowledge about compliance and quality assurance measures
Ability to work flexible hours to meet program needs.
Why Join Us?
Competitive wage and comprehensive benefits
Play a hands-on role in transforming lives and fostering independence.
Access to ongoing training and professional development opportunities.
Join a supportive, mission-driven team that values respect, compassion, integrity and person-centered approach to care.
Ready to Join?
If you’re ready to make a meaningful impact and take your career to the next level, we’d love to hear from you! Please apply with your resume and a brief cover letter describing why you’re an ideal fit for this role.
Choices is committed to creating an accessible and inclusive organization. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Choices will provide accommodations throughout the recruitment and selection process to applicants with disabilities. During any stage of the recruitment process, please notify Human Resources of the nature of any accommodation(s) you may require. Any information received relating to accommodation measures will be addressed confidentially.
