Reporting to the Manager position in the Housing Services Division (HSD), this position is responsible for leading, implementing, and evaluating strategic initiatives and continuous quality improvement efforts that strengthen service delivery, client outcomes, and system effectiveness. The role involves policy development, system planning, community partnerships, data accountability, research, and innovation in support of HSD's strategic goals.
The incumbent will:
- Lead, supervise and coach a multidisciplinary team, establishing priorities, annual work plans and performance expectations, assigning and monitoring work, and supporting staff development, accountability and effective use of resources.
- Provide operational and program leadership across assigned housing and homelessness services, which may include Housing Durham operations, housing assistance programs, community housing, homelessness services, and policy and planning functions.
- Plan, coordinate and oversee program and service delivery to ensure services are delivered effectively, consistently and in accordance with applicable legislation, funding requirements, Regional policies and approved program frameworks.
- Provide specialized subject-matter expertise on housing and homelessness systems, legislation, policies and program delivery frameworks, interpreting complex requirements and providing direction and guidance to staff, management, service providers and partners.
- Serve as a senior escalation point for complex client, service provider and stakeholder matters, including complaints and service delivery challenges, using sound judgment, policy interpretation and problem-solving to support fair, consistent and responsive outcomes.
- Lead program and system planning, implementation and continuous improvement initiatives, identifying operational issues and opportunities and developing practical approaches to improve service quality, effectiveness, coordination and client outcomes.
- Monitor program performance and service delivery, using research, data, operational information and evaluation findings to identify emerging issues, inform priorities and support evidence-informed decision-making.
- Lead and approve program reporting, submissions, briefing materials and recommendations for senior management, Council and funding partners, ensuring information is accurate, timely and responsive to organizational and program requirements.
- Assess proposed legislative, regulatory, funding and policy changes, identifying implications for Housing Services programs and operations and developing recommendations and implementation approaches in response.
- Build and maintain effective working relationships with internal divisions, municipalities, housing providers, service providers and community and sector partners to support coordinated service delivery, system alignment and shared housing and homelessness outcomes.
The successful candidate will possess:
- A university degree in public administration, social sciences, business administration, planning or a related discipline, or an equivalent combination of education, training and directly related experience.
- Demonstrated supervisory and people leadership experience, including establishing priorities, assigning and monitoring work, coaching and developing staff, managing performance, and supporting a collaborative and accountable work environment.
- Progressive experience in housing, homelessness, community or human services program delivery, including experience working within complex legislative, policy, funding and operational frameworks.
- Strong knowledge of housing and homelessness systems, programs and service delivery models, including community housing, housing assistance, homelessness services and related supports.
- Knowledge of relevant housing legislation and regulatory requirements, including the Housing Services Act, 2011 and Residential Tenancies Act, 2006, and the ability to interpret and apply legislation, policy, program guidelines and funding requirements in an operational environment.
- Experience with program planning, performance measurement, reporting and evaluation, including using data and operational information to identify emerging issues, assess program effectiveness and inform service improvements and management decisions.
- Demonstrated political acumen and sound judgment, with the ability to operate effectively in a complex municipal and community service environment and manage sensitive or high-profile matters appropriately.
- Demonstrated ability to establish and maintain effective working relationships with municipalities, housing and service providers, community organizations, other levels of government, internal partners and other stakeholders involved in the housing and homelessness system.
- Demonstrated ability to analyze and resolve complex and sensitive operational and service issues, exercising sound judgment where information may be incomplete and competing client, organizational and stakeholder considerations must be balanced.
- Consistent modeling of integrity, transparency, and inclusive practices.
- Valid Ontario "G" Driver's License and the ability to travel within Durham Region for various meetings
