Manager, Direct Services


Reporting to the Director, Programs and Community Services, this position provides strategic leadership and supervision to The 519’s expanding direct service programs.  The Manager, Direct Services will work collaboratively across The 519’s Management Team to ensure the effective integration of direct service programming using sound clinical and evidence-based community engagement approach. The position is accountable for the development and evaluation of service goals and ensuring programs are designed, implemented and operated in a manner consistent with the agency’s mandate, its agreement with funders and its accountability structures.

This position participates as an active member of The 519’s management team helping to ensure that the programs and services achieve The 519’s mandate, goals, and objectives, and that it operates in line with the City’s Relationship Framework while maintaining the effective operation and development of The 519 and the broader community. 



  • Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary;
  • Manages, motivates and trains a diverse workforce, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others;
  • Manages team’s performance including participation in the resolution of labour relations issues in accordance with the Collective Agreement and City of Toronto / The 519 policies and contributes to continuous improvement of team’s performance through analysis, development, and implementation of sound management practices and procedures;
  • Acts as Supervisor under the definitions of the Occupational Health and Safety Act, and ensures that adequate training, safety equipment, and safe work procedures are in place to develop a strong culture of Health and Safety minimizes any health and safety issues;
  • Ensures compliance with all applicable legislation including but not limited to the Employment Standards Act (ESA), the Occupational Health and Safety Act (OHSA), Collective Agreements, and The 519/City of Toronto HR policies including the Toronto Public Service By-law;
  • Ensures that all policies and procedures are uniformly understood and properly implemented by all staff.  Develops and coordinates in-service and other training sessions as required to support staff, placement students and volunteers;
  • Contributes to continuous improvement of team’s performance through analysis, development, and implementation of sound management practices and procedures;
  • Provides oversight to students, interns and volunteers. Utilizes resources in an effective manner to meet objectives;
  • Participates as an active member of The 519’s management team helping to ensure that the programs and services achieve The 519’s mandate, goals, and objectives, and that it operates in line with the City’s Relationship Framework while maintaining the effective operation and development of The 519 and the broader community;
  • Provides on-call management coverage, overseeing all programs, services, and facility coordination;
  • Prepares and presents reports and provides advice to Board of Management and/or its Committees on related program policy and finance matters;
  • Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations;
  • Contributes to the multi-year planning process as it relates to programs, community services, and education/outreach initiatives.



Program Management

  • Oversees the delivery of a diverse range of client-focused services which use a trauma-informed and participant-centered approach to foster social inclusion and community connections;
  • Supports advocacy efforts for The 519 in accordance with program needs and the advocacy framework;
  • Provides clinical oversight to case-managed counselling, newcomer/settlement services, drop-in and community service programming;
  • Proposes programming innovations and improvements to address emerging trends and needs of LGBTQ2S and downtown communities;
  • Develops, implements and maintains The 519’s programs and services for newcomers, focusing on utilizing a community development and civic engagement framework which enhances participation, community integration and settlement;
  • Provides leadership in the evaluation process of all programs and services from a community and participant-centered approach.  Uses input/results to guide direct service enhancement for the continuous improvement of services;
  • Monitors and analyzes current and emerging social, economic, and political trends and issues within assigned portfolios to provide strategic advice to senior management, and undertake development of impactful programs and services;

Special Project Design, Management and Implementation

  • Provides leadership in special project/initiative management, ensuring appropriate timelines are established and adhered to;
  • Plans and coordinates other special events as required;

Resource Development and Planning

  • Provides management support to the Director in the preparation, negotiation, and reporting of various contracts for grants, funders, and foundations.  Develops and implements evaluation and data collection tools to ensure programs and services meet or exceed contractual obligations;

Partnerships and Community Leadership

  • Develops and manages various partnerships with community agencies, City of Toronto divisions, funders, local businesses and community members to provide accessible services that improve community well-being.  Represents The 519 at meetings, community events, on committees, taskforces, etc.;
  • Develops and maintains effective working relationships with funders and community partners.  Liaises with various City of Toronto staff regarding appropriate matters and in compliance with relevant policies.



  1. Post-secondary education in a discipline pertinent to this work and/or the equivalent combination of education and experience;
  2. Extensive experience in the planning, development, and implementation of community-based programming for children, parents and prospective parents including demonstrated expertise and experience integrating community development and social inclusion principles in program planning, development and delivery;
  3. Knowledge of current issues and trends for LGBTQ2S community members;
  4. Knowledge of current issues and trends regarding immigration, anti-poverty, education, advocacy, community development, social housing, mental health, addiction, community funding, municipal trends, policies and related legislation;
  5. Demonstrated experience managing administrative and financial activities associated with program operations including report and grant writing, well-developed budget and variance reporting experience;
  6. Demonstrated experience developing and maintaining cross-departmental program/service delivery teams;
  7. Demonstrated experience in developing partnerships amongst staff, community participants and community agencies;
  8. Experience managing in a unionized environment considered an asset.  Ability to effectively motivate, train, and supervise staff, students, and volunteers;
  9. Ability to multi-task effectively and meet competing deadlines for internal and external partners using a customer-centric approach;
  10. Knowledge of applicable legislation (Occupational Health and Safety Act, MFIPPA, Human Rights Code, applicable Collective Agreements, City of Toronto / The 519 policies, etc.);
  11. Highly developed interpersonal, verbal and written communication skills and the ability to work and comfort with communicating effectively with a broad range of stakeholders.  Ability to negotiate persuasively, resolve conflict, and effectively forge solid internal and external relationships;
  12. Strong strategic and lateral thinking skills in combination with strong research, analytical, and problem solving abilities;
  13. Proficient in Windows, various accounting software, spreadsheet, and database applications;
  14. Strong facilitation and project management skills including the definition of project purpose and objectives, project activities, milestones and deliverables, and monitoring and tracking progress;
  15. Demonstrated decision making skills with a track record of results-orientated leadership;
  16. Demonstrated proficiency in management competencies required in the City of Toronto including strategic orientation, leadership, political acuity, and fiscal responsibility.



Position Status

Full-Time Continuing

Union Status

Management (Non-Union)

Annual Salary

$70,106.40-82,373.20 (Management Wage Grade 5), plus benefits and pension plan

Hours of Work

35 hours per week, various shifts, including weekdays, evenings and weekends as needed.



Email cover letter and resume to no later than 4:00 p.m. on Monday, October 29, 2018, quoting Job 18-26 in the cover letter and in the subject line of the email.

If you choose, you may provide us with the pronouns you would like us to use in your email or your cover letter. We will respect these pronouns throughout the hiring process.

The 519 actively encourages applicants from all equity seeking groups.  The 519 embraces diversity and is committed to creating an inclusive workplace.  Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds allowing us to benefit from a wide variety of experiences and perspectives.  We thank all applicants and advise that only those selected for an interview will be contacted.  No agencies please.

In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and the City of Toronto’s Accommodation Policy, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.