Community Services Manager

At House of Friendship, we believe in what we are doing. We get out of bed each day to make a difference in our community; to walk with and to serve. We are not happy with the status quo. We get energy from ongoing learning and growth. We lead with passion and believe without a doubt that everyone deserves to belong and thrive. We live and breathe our values of Compassion, Inclusion, Justice, Dignity and Hope. And we have fun!

Sounds pretty great, doesn’t it? It is! 

Community Services programs work to ensure everyone can belong and thrive by connecting people to resources and supports they need to overcome barriers and build community.  Reporting to the Community Services Senior Manager, this position is responsible for managing the Family Outreach program along with guiding process improvement, special projects and program integration across Community Services.  They will work closely with the other Community Services Manager and the Senior Manager to form the Community Services management team. This role directly supervises the Family Outreach Supervisor and the Program & Project Specialist leading a diverse team of staff. 

We are seeking an experienced leader who is passionate about coaching and developing people and teams while guiding operational excellence.  This will include fostering connections and partnerships for our programs located across Waterloo region. We are seeking a leader who can support the team to ensure our programs are community-driven and grounded in anti-racist, anti-oppressive, and trauma-informed approaches.  You will help us to think outside of the box - not shying away from challenging but important conversations with colleagues, partners and community members.  You are an expert at building trusting, collaborative relationships to lead our teams and community so everyone can belong and thrive.

This is a permanent, salaried, full-time (37.5 hours per week) position with paid sick time, personal days, vacation time; group health benefits and defined contribution pension plan. Schedule is generally daytime, weekday hours with occasional pre-scheduled evening and weekend hours to mee the needs of the program. Valid G class driver’s license and access to a reliable vehicle are required for frequent travel within Waterloo Region. Opportunity to work within various program environments and teams. Successful completion of a Police Records Check (Vulnerable Sector) required pre-employment.

Key Responsibilities:

• Responsible for the operation, deliverables and outcomes of assigned program portfolios, including program development, staffing, budget management, resource allocation, community partnerships and participant outcomes

• Lead, develop and support Supervisors, direct service staff, students and volunteers supporting assigned programs

• Support, coach and guide supervisors in navigating complex situations as they arise for our teams and the people we serve

• Take responsibility for all aspects of people leadership within assigned portfolio including recruitment, retention, onboarding, supervision, performance management, coaching and professional development

• Take responsibility for the healthy and safe operation of the programs; ensuring a physically and psychologically healthy work environment for all team members

• Apply deep knowledge of the inherent risks and challenges involved in working alongside the people we serve to coach team members in mitigating risks and supporting an environment that is physically and psychologically healthy

• Help to develop, understand, implement and be accountable to program policies and procedures

• Champion organizational and program change initiatives, helping team members and people we support understand change and inviting feedback through appropriate channels

• Create reports and proposals to support or source funding

• Responsible for the management of financial functions, including grants, donations and other funding agreements

• Ensure fiscal responsibility of program expenses by supporting creation of sustainable budgets then leading their implementation and monitoring

• Maintain operational partnerships and represent assigned program portfolios at community tables, meetings and collaborative initiatives

• Collaborate with internal and external partners to support service integration and achieve program goals and outcomes

• Take a lead role in community consultation, participant engagement and community leadership development initiatives

• Ensure assigned programs are meeting the performance outcomes and metrics of funding agreements and organizational priorities

• Facilitate engagement with people we serve through surveys, focus groups, feedback processes and other engagement opportunities to support program improvement

• Lead implementation of strategic projects and organizational initiatives within assigned portfolio

• Support engagement strategies that promote transparency, participant voice and continuous improvement through human-centred approaches

• Contribute to organizational strategic planning processes and provide leadership for annual planning processes within Community Services

• In partnership with other Managers, have shared responsibility for ensuring program data collection, reporting and analysis is reliable and is used to support informed decision-making

• In partnership with other Managers, have a shared responsibility for ongoing program evaluation and quality improvement, leading program reviews and evaluation initiatives to ensure programs remain responsive to community needs and aligned with organizational mission, vision and values

• Provide leadership for department-wide initiatives and areas of focus as assigned

• Maintain high-level proficiency with respect to privacy and confidentiality

Job Specific Knowledge/Skills:

• Passion and skill to support leaders and teams providing exceptional programs and services to people experiencing the impacts of poverty and other inequities

• Demonstrated collaborative approach that values open and honest communication, integrity and respect

• Demonstrated coaching, conflict resolution and negotiation skills with dedication to performance management, coaching and support for direct reports

• Demonstrated exceptional leadership in program oversight, implementation, assessment and reporting including skills in developing supportive and clear policies and procedures

• Strong skills in problem solving to navigate change and implement evidence-based practice alongside internal and external partners

• Knowledge of and/or experience serving in the areas of community development, food insecurity, social justice and poverty alleviation with a passion to connect and empower community members who experience systemic barriers

• Strong organizational and computer skills with ability to work under pressure and manage multiple tasks and deadlines

• Knowledge of and familiarity with local community agencies and resources is an asset

• Strength in using online communication platforms such as Microsoft Teams is an asset

• Experience in keeping financial records is an asset

• Experience working within a non-profit and/or social services environment is an asset

• Ability to speak multiple languages is an asset

Education/Experience:

• University degree or College diploma in Social Sciences, Social Work, Human Resources, Community Development, Business Operations or other related field of study

• At least five (5) years; experience in program management and/or supervisory work, ideally within a social services or community-based setting

• Very strong leadership, team building and decision-making experience including demonstrated strength in coaching and developing people and teams

• Experience working with diverse teams and populations, including people from various cultural/ethnic backgrounds and income levels, bringing sensitivity to individual realities and finding ways to address and remove barriers to engagement

• Experience using innovative approaches to community development and providing programs and services in community-based settings

• Experience in collaborative community leadership that prioritizes the importance of relationships to guide and create programs and services

• Shared lived experience with and/or direct ties to the communities we serve is an asset

Critical Skills:

• Commitment to understand and uphold the mission and values of House of Friendship is expected

• Exemplary emotional intelligence, resilience, communication, conflict management and problem solving skills required

• Ability to work professionally as a team member with staff, participants and community members

• Build solid and fruitful relationships with community partners and agencies to increase opportunities for innovation and positively impact outcomes

• Demonstrated ability to create and maintain a positive work environment including the ability to navigate change in a positive and productive manner

• Experience or strong interest in working with diverse populations including people from various cultural background, income levels, and sensitivity to their needs

• Strong intercultural competency, with the ability to recognize and respect cultural diversity, able to be diplomatic and sensitive to the dynamics of a culturally diverse workplace

• Experience with and commitment to using an anti-racism, anti-oppressive and trauma informed approach in consultation, program design, evaluation processes and service delivery

• Must be dependable, professional, flexible, a team player, and have a positive attitude

• Respectful, supportive and engaging approach to persons with physical and/or cognitive disabilities, addictions, mental health and other life challenges

• Excellent project, timeline and deadline management skills including skills in logistics and planning and detailed record keeping

• Able to model effective problem solving by recognizing the human, interpersonal and technical sides of a problem, show flexibility and explore possible solutions in an innovative and creative way

• Act as a change agent; contributing to continuous improvement and the successful implementation of change initiatives

Compensation:

At House of Friendship, we know that our team members are the key to the success of our organization and our ability to provide essential services to the community. In support of our mission and in alignment with our values, House of Friendship is committed to ensuring fair, market competitive, and rewarding compensation practices for all of our team members. We aspire to support our team members to create a great work environment where our team is able to thrive, succeed, and have a positive work experience.

House of Friendship compensation practices including our pay grid, have been developed using documented leading pay practices in the not-for-profit sector including Pathways to Decent Work (Ontario Nonprofit Network) and Ontario Living Wage Network. We value the experience that new team members bring to the organization and have a process in place to review previous related experience for placement on our pay grid.

We value the work that you do with fair pay and benefits:

• Time off includes four (4) weeks of vacation, 5* personal days (3 for the remainder of 2026) and accrual of sick hour credits (approximately 12 days per year)

• Full-time benefit plan including Extended Health Care, Dental, Group Life, Accidental Death and Dismemberment, Long Term Disability (LTD), Flexible Spending Account and Employee & Family Assistance Program (all benefit premiums paid by House of Friendship, except for LTD)

• We believe strongly in supporting the mental health of our team members, including providing access to the Employee and Family Assistance Program, $2,000 for counselling services and our workplace Wellness and Psychological Health and Safety programs

• We help you save for the future by providing a retirement plan that includes a matched Group Pension Plan as well as a Group RRSP and a Group Tax Free Savings Account

Rate of Pay:

At House of Friendship all compensation ranges are categorized under a series of “grades” and we base our payment structure on internal equity. When determining rate of pay, a candidate’s past related experience will be taken into consideration.

Grade: 6 (Manager I)

Min: $34.62

Mid: $39.36

Max: $44.09

Working Conditions: 

• 37.5 hours per week

• Occasional pre-scheduled evening and weekend hours to meet the needs of the programs  

• Based on regular work with vulnerable populations including children and youth; a successful completion of Police Records Check – Vulnerable Sector is required 

• Regular travel throughout the Region of Waterloo for required team support, program visits, meetings and community engagements

• Valid G class driver’s license and access to a personal vehicle are required 

• Regular on-site work required with option to have hybrid work from home schedule 

• Working with and encountering participants who may be under the influence of drugs or alcohol, and/or experiencing symptoms of mental illness can be expected

This role is being posted to fill a current vacancy.

House of Friendship is open and inviting to qualified candidates with lived experience.

House of Friendship supports justice, equity, diversity, and inclusion in our workplace. We strive to be a workplace free of harassment and discrimination and we are committed to removing barriers and being an inclusive, work environment. House of Friendship is a place where each person can bring their true selves and feel that they belong. We aspire to be an organization that is anti-racist and anti-oppressive so that our team, and therefore our community, can truly belong and thrive.

We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to accessing employment including, but not limited to Indigenous Peoples, members of racialized groups, persons with disabilities, women, and members of the 2SLGBTQIA+ community.

If you require accommodations to be able to participate fully at any stage in the recruitment process, including applying for this position, please let us know so that we can discuss accommodation options.  Accommodations will be provided upon request.

If you are as passionate as we are about serving the community, let’s talk.

To apply, please submit your resume and cover letter here:
https://house-of-friendship.hirehive.com/community-services-manager-waterloo-region-on-AIfW81

By end of day September 27, 2026.

Artificial Intelligence (AI) is not being used in the screening of applications.