Operations Manager, NMHO

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose & Function
The Manager, Non-Market Housing Operations assists in all aspects of managing the operations of the Non-Market Housing portfolio. This position assists with developing and implementing policy and procedures, based upon the mission and values of Arts, Culture & Community Services. The Manager integrates value-based leadership and decision making into the operations of City owned or operated housing, including management and safety and security of staff and buildings. The position is responsible for assisting with budget development, and monitoring of the same. The Manager is responsible for staffing, including hiring, coaching, training and development, performance evaluation and attendance management, discipline up to and including dismissal, and representing the Employer in the grievance and arbitration process. Works as part of the management team and exercises independent judgement and is involved in problem solving for a variety of issues and situations. The position assumes acting responsibilities for the Director as needed.

The position reports to the Director of Non-Market Housing and manages Resident Managers, Resident Attendants and Auxiliary staff. Works collaboratively with other City departments as necessary including human resources, Finance, Facilities, Corporate Services, Planning, and Parks. Works with Finance and Corporate Services on capital and non-capital budget requests. Works with and gains respect of a broad constituency, e.g. community groups, ad hoc groups, businesses, other agencies, members of advocacy groups, and government agencies.

Specific Duties & Responsibilities

• The Operations Manager integrates the City's leadership and management competencies in their work leading housing operations with a focus on tenant management and engagement, which supports facility management methodologies through collaborative means to coordinate effective outcomes, these competencies to be integrated into the work of staff, especially supervisory staff.

Managing and Leading Staff

• Develops others; attracting, retaining, supporting, and recognizing staff.
• Works together collaboratively with staff, community agencies, and tenants.
• Strategically plans, manages, and evaluates to meet goals and ensure accountability.
• Delegates responsibilities to ensure staff members grow as capable participants.
• Employs various initiatives to coach employees to optimize their capabilities.
• Recruits, selects, hires and evaluates staff who report to this position, supporting other selection processes across the housing portfolio.
• Completes performance reviews with reports that engender awareness and collaboration that builds capacity.
• Leads attendance and performance management discussions with staff, including guidance, direction setting, coaching and feedback to staff to support their success.
• Establishes and practices appropriate professional boundaries with staff, tenants and the community.
• Identifies needs and gaps and organizes staff training and development to maintain appropriate professional standards of service delivery.
• Accountable for leading in matters of discipline and terminations.
• Represents the employer at grievance hearings and other employment related hearings such as arbitrations, Labour Board hearings, and Human Right Tribunal hearings.
• Manages conflict in a positive manner that is effective for all parties and over time.
• Investigates and responds to tenant complaints as needed.

Health and Safety

• Ensures the occupational health and safety of staff, as per the City of Vancouver OH&S Program Manual and BC's Occupational Health and Safety Regulations.
• Oversees compliance with WorkSafeBC regulations, addresses areas of concerns, responds to WSBC orders.
• Works closely with the Director of Non-Market Housing to establish a safe and healthy environment for staff, tenants and community members by promoting positive attitudes towards accident prevention and by establishing policies, standards and guidelines.
• Participates as a management representative on the NMHO Safety Committee.

Administration

• Maintains and directs the daily operations of the Residences, including coordinating with facilities management operations, human resources, legal, procurement, accounting, finance, IT and other departments as required.
• Analyzes internal operations and identifies areas for process and workflow enhancements.
• Implements business strategies and plans that align with the short- and long-term objectives developed in tandem with the Director.
• Monitors performance with tracking software and takes corrective measures when necessary, and prepares detailed updates and forecasts.
• Serves as primary point of contact when there are tenancy issues related to tenant behaviours, rental arrears, tenant initiated property damage, or when sanitary, health or other significant resident complexities; ensuring the Director & Manager, Portfolio & Building Services are advised of escalating areas within tenancies or stakeholder relationships.
• Assists in the development of an annual operating budget, including preparing annual minor and capital request submissions.
• Responsible for budget and expense monitoring.
• Provides financial information needed to inform decision-making.
• Prepares for hearings with the Residential Tenancy Branch and compiles and organizes the body of evidence for succinct and salient information transference.
• Prepares reports on tenancies as required; including developing reports for funders and senior government.
• Prepares reports on community trends, issues, needs and interests as required.
• Contributes operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends.
• Assists in strategic projects as set by the Director to assist in the effective and efficient managing of the portfolio, e.g. Staff scheduling system, operational resourcing, Tenant Relocation Plans, divestments, acquisitions, etc.
• Assumes the leadership and management role in the Director's absence.

Policies and Procedures

• Participates with the Director of Non-Market Housing in the development of policies and procedures as required and/or appropriate to meet the support requirements of people, culture, and safe effective site operations.
• Develops and implements policies to manage the portfolio effectively.
• Oversees the implementation of policies and practices to ensure adherence and quality outcomes. Course correcting or making recommendations for adaptations as required.
• Coordinates annual income reviews with department leads to support income-testing procedures and timely data uploads to appropriate business platforms.

Facilities

• In consultation with the Director and Facilities Manager coordinates and collaborates on maintenance, repairs, and renovation of the physical plant and acquisitions, maintenance and disposal of equipment and furniture that have the propensity to impact residents.
• Coordinates and monitors maintenance requests and provides input on scope developments and identifying required contracts for services.
• Participates in the development and implementation of plans and procedures to ensure the safety and security of the staff, tenants and buildings.
• Balances operational requirements with risk reduction strategies, working to mitigate risk.
• Coordinates risk mitigation strategies to inform residents and ameliorate inherent risks.

Program Planning & Implementation

• Coordinates programs and service delivery models for operational workflow purposes, in consultation with the Director & Program/QA Manager to effectively administer program policies consistently.

Community Development & Liaison

• Communicates with tenants to provide information and respond to enquiries or complaints.
• Coordinates tenant required follow up from incident reports, 311 communications, security reports, etc.
• Liaises with other City departments, agencies and government offices as needed to maintain appropriate services and situational awareness.
• Works with the NMHO management team to build positive relations within the surrounding neighbourhoods through community building activities.
• Other duties/ responsibilities as assigned.

Qualifications

Education and Experience:

• A degree in Business Administration, Public Administration, social sciences, adult education, or a related discipline, and considerable experience in managing operational, administrative and financial activities, preferably in property management, community development, or a social housing environment, or an equivalent of experience or an equivalent combination of education, training and experience.
• Minimum five years of experience in the social housing sector, in progressively senior positions with a minimum of two years at a management level including experience in managing a large staff team.
• Related experience in: housing, social programming, human resource management, budget development and management; tenant and facility management, and program coordination.
• Experience working with non-profit organizations; and working with marginalized and disenfranchised populations.
• Management experience in a union environment.

Knowledge, Skills and Abilities:

• Considerable knowledge of budget preparation and management techniques.
• Considerable knowledge of the Residential Tenancy Act and Arbitration process.
• Considerable knowledge of the Society Act.
• Considerable knowledge of the WorkSafeBC and OH&S policy and procedures.
• Thorough understanding and application of the Collective Bargaining Agreement CUPE 15 that govern the unionized workforce.
• Interest and needs of people who face multiple barriers including poverty, mental health, physical disabilities, and/or drug or alcohol dependencies and who may be marginally housed or homeless.
• Social issues of poverty, isolation addiction, and marginalized populations, preferably within an urban context.
• Leadership approaches to management including performance and attendance management.
• Ability to lead and manage employees by way of best practices in hiring, coaching, mentoring, training, and managing performance and attendance.
• Ability to establish goals, manage competing priorities and be accountable for decisions and actions.
• Ability to organize training and education to support professional practices for staff working with vulnerable and at risk populations.
• Ability to plan, assign work, and evaluate progress of subordinates.
• Ability to work and manage in a unionized environment.
• Ability to promote, oversee and coordinate programming.
• Ability to establish and maintain effective working relationships with a variety of internal and external stakeholders.
• Ability to prepare reports, proposals and monitor expenditures.
• Ability to negotiate and work collaboratively.
• Collaboration and conflict management skills to promote a positive environment, good morale and cooperation.
• Communication skills to actively listen, reflect and reframe concerns or ideas, and gain trust to build understanding of common interests.
• Ability to work in a respectful and positive manner, dealing with people compassionately and tactfully.
• Ability to operate consistently within the City’s value base and provide a positive role model for employees, partners, and residents.
• Ability to anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Ability to work evening or weekends as operational needs dictate.

Driver’s License and Record Checks:

• A Police Record Check clearance is a requirement of this position. A Clearance requires the absence of any criminal charges or convictions related to this position.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: Arts, Culture and Community Services (1200)

Affiliation: Exempt

Employment Type: Regular Full Time

Position Start Date: January, 2025

Salary Information: Pay Grade RNG-091: $111139 to $138924 per annum

Application Close: January 5, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process.