Senior Manager (Acute Respite Care)

internal/external posting

job title: Senior Manager

job ID #: ARC SM 22-0112

department: Acute Respite Care (ARC) Program

reports to: Director, Clinical Operations

salary range: 79,900 to 115,000 per annum

status: Full Time, Contract (1 year)

hours:  37.5 hours per week

Who we are:

Sherbourne is a leading provider of quality health care and transformative support to people who face social, economic and other systemic barriers.   Our mission is to advance the equity and quality of care and services and to improve health for underserved communities.  This is done through primary health and chronic disease services; health promotion and education; outreach and social supports; and mental health services.

Sherbourne provides innovative health care and social services to the diverse urban population of southeast Toronto.  While our doors are open to everyone, we focus on people who are homeless or under-housed; LGBTQ, and newcomers to Canada.  We are funded by the Ministry of Health, Toronto Central LHIN, Ministry of Child and Youth Services, City of Toronto and many generous companies, groups and individuals.

Working at Sherbourne

At Sherbourne Health, we care about our staff and recognize that our biggest strength is our people. We have a solid commitment to life-long learning which is demonstrated through our professional development program. We invest in collective work and staff training to improve client care. We supplement this by creating a low-barrier work environment built on equity and respect, while working together in caring, cohesive teams and providing opportunities for advancement.

we believe in work-life balance and offer:

  • A competitive salary.
  • Membership in Healthcare of Ontario Pension Plan (HOOPP).


about the role:

The position provides overall management and supervision of the day-to-day program and services delivered by the Acute Respite Care (ARC) Program including scheduling, policy and protocol development, client services, and reporting.

day to day responsibilities:

The Program Manager is responsible for monitoring of program budgets and meeting funding agreement deliverables. Besides ensuring that the agency’s policies and procedures are implemented in their specific program area, the Program Manager may provide support and direction to any team as required. The Program Manager ensures that services are provided with care, compassion, and professionalism and is responsible for enabling the adoption of best practices in service delivery and meeting Sherbourne’s values, client rights, and anti-racism/anti-oppression framework.

As part of the Management Team, the Program Manager contributes to the development of strategic priorities, program branding, and the establishment of Sherbourne as a leader in the health services sector. This may include providing support to other members of the Management Team by leveraging and collaborating with other programs; when possible, representing the agency at community events and other stakeholder’s activities and meetings; supporting and actively engaging in Sherbourne’s community development initiatives that derive from Sherbourne’s current Strategic Plan.

specific accountabilities:


  • Manage and lead staff in the delivery of program activities by providing direction, advice, assistance, and training/guidance.  Schedule staff shifts and ensure appropriate coverage to deliver programs and services, address staff concerns and record supervision as per Sherbourne’s procedures.  Promote a positive work culture through fostering teamwork and supporting staff in all aspects of their work.
  • Identify and evaluate risks to the program and work towards mitigating problems or risks, as appropriate
  • Support or initiate the development of funding proposals, manage the program funding on a day-to-day basis by overseeing financial transactions, budget reports, and preparing ad hoc reports requested by funders and the agency.  Maintain a good relationship with all funding partners and donors
  • Address issues and anticipate potential problems and consult with direct supervisor regarding solutions, when required
  • Coordinate procurement of required resources, equipment, and supplies in a fiscally responsible manner (within program budget).
  • Support Infection Prevention and Control (IPAC) policies and regulatory requirements in the ARC Program to prevent healthcare acquired infections (HAIs) and promote a safe working environment.
  • Ensure all staff follow Incident Reporting protocols; Investigate client and staff incident reports arising within the ARC Program. Identifies trends and collaborates with the Management Team to recommend/plan/implement/evaluate system improvements. Debrief learnings with ARC staff on quarterly basis.
  • Use a variety of data sources to provide input on quality and performance measurement indicators for the ARC program and to support operational decision making.
  • Improve work processes by working with other leadership team members to remove duplication, streamline processes and improve integrated services to the clients
  • Represent Sherbourne to the community, external partners, and stakeholders. Develop networks within the community health sector to help advance Sherbourne’s objectives
  • With support from Sherbourne’s human resources team, ensure human resources including hiring, orienting and training of staff, determination of performance standards and conduct of performance reviews, managing a broad range of employee relations matters
  • Support healthcare professional and social services student placement processes within the ARC program.
  • Participate in the development of the agency’s annual Operational Plan by contributing to workplan/objectives and/or logic models that improve access, services, and client delivery
  • Participate in strategic planning, funding proposal development, operational procedures, and decision-making activities
  • Participate fully in management team meetings and other committee meetings as required
  • Support Director, Clinical Operations and Chief Medical Officer to assess and mitigate organizational risks (with a focus on the ARC Program).
  • Ensures a healthy and safe workplace by enforcing health and safety programs, including but not limited to, hazard reporting, proper use of equipment, proper use of PPE, and training direct and indirect reports on health and safety protocols.
  • Other duties within scope as required

leadership competencies:

  • People Leadership and Relationship Building:  ability to plan, organize, coordinate, integrate, motivate, and coach people to achieve successful performance results.  Work with staff to set clear and achievable goals with stated expectations.  Build successful relationships by treating staff fairly and providing them with meaningful and challenging experiences; build teams and team-spirit; collaborate and create opportunities for shared success with partners, funders, other management and Sherbourne employees. Recognize and reward successes and contributions.
  • Program Management: ability to create, plan, organize, coordinate, and integrate programs and initiatives that meet program targets and enhance Sherbourne’s client services.  Ability to assess risk areas and recommend mitigation solutions. Ability to initiate and oversee program evaluations and quality improvement initiatives. Ability to manage and plan annual budget expenditures.  Ability to identify and surface potential problems and take proactive action to address issues before they become bigger.  Ability to champion new initiatives, lead the change process and create an environment to achieve a desired change.
  • Organizational Planning:  ability to lead streamlined processes to make them more efficient, and work with others to develop and adopt new procedures and processes.  Participate and/or lead in management team meetings, special committees and working groups, as required.
  • Community Engagement: ability to foster and build strong relationships with community and funding partners, as required. Explore integrated and strategic partnerships that enhance services to Sherbourne’s clients. Initiate evaluations, needs assessments, and surveys that assess emerging client needs.
  • Commitment to cross-agency integrated program planning:  ability to work co-operatively and collaboratively within the management team, program teams, or in cross-agency work groups/internal committees. This includes contributing fully and actively to team activities, projects, and program initiatives to achieve group and organizational goals.  Resolve conflicts by facilitating the expression of diverse points of view to enhance teamwork and attain a beneficial resolution. Take steps to help others resolve the conflict and maintain trusting relationships. Promote co-operation between program teams.
  • Commitment to anti-racism and anti-oppression: Actively champion and participate in cross-agency initiatives that focus on diversity, equity and inclusion, and embed anti-discrimination principles in programming and service delivery approaches to improve client care and staff development.

To thrive in this role, you’ll need

education and experience:


  • Current Registration as a Registered Nurse with the College of Nurses of Ontario.
  • Master’s degree in nursing, health administration, systems leadership, public health, quality improvement and patient safety, or related degree an asset.
  • Mental Health and Addictions certification an asset.
  • Infection Prevention and Control (IPAC) and Quality Improvement coursework/certification an asset.
  • Project management and change management certification an asset.


  • A minimum seven (7) years of experience working as a Registered Nurse within an acute care setting; additional experience working in a leadership capacity within a unionized setting is considered an asset
  • Experience working in a fast-paced, client support environment
  • Knowledge of and experience with harm reduction programming, including supervised consumption services, safer drug use education, distribution of harm reduction supplies and take-home naloxone kits, drug checking services, and safer opioid supply (SOS) programs, a strong asset
  • Proficient at developing and presenting reports and deliverables using PowerPoint, Excel, and Word
  • Experience establishing and maintaining budgets
  • Excellent verbal and written communications skills

knowledge and skills:

  • In-depth knowledge of at least one of Sherbourne’s program areas and population priorities
  • Experience with financial and administrative processes
  • Demonstrated experience in managing staff in a client-focused environment within a community health organization and/or acute setting
  • Strong interpersonal skills and proven ability to build and maintain positive relationships with staff, peers and with diverse community stakeholders
  • Solid understanding of the Ontario health care sector, its stakeholders, community programs and funding proposal procedures
  • Understand issues facing Sherbourne’s priority populations, including the opioid overdose crisis among people who use drugs and the impact of the COVID-19 pandemic on transgender and non-binary communities
  • Demonstrated understanding of local community issues, priorities and needs including challenges facing urban health populations (e.g., people experiencing homelessness)
  • Experience working with and enforcing anti-racism/anti-oppression principles
  • Knowledge of care coordination and integrated service delivery models
  • Proficient English language skills – both oral and written

conditions of employment:

  • Offer of employment is contingent upon satisfactory outcome of background checks i.e., professional references, education verification, criminal background check, and vulnerable sector check.
  • Understands and works within the Occupational Health and Safety Act (OHSA), Personal Health Information Protection Act (PHIPA), Accessibility for Ontarians with Disabilities Act (AODA), the Ontario Human Rights Code and other relevant legislation.

working conditions:

  • Monday – Friday; some weekends and evenings
  • Admin On-Call

to apply:  Please forward a cover letter and resume quoting Job ID #ARC SM 22-0112 to by January 28, 2022.

Sherbourne is dedicated to building an organization that reflects the diversity of our clients and the communities we serve. This includes diversity in languages spoken, culture, race, sexual orientation and gender identity. Requests for accommodation due to disability can be made at any stage in the recruitment process.

We thank all applicants for their interest but only those selected for further consideration will be contacted.

BOLD.                  KIND.                   REAL.                   OPEN.                   WE CARE.

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