Bilingual Manager - Counselling & Community Response

EMPLOYER: Western Ottawa Community Resource Centre


Position Summary

The Team Manager, Counselling & Community Response, is responsible and accountable for the coordination, implementation and integration of Counselling Services and Community Response, including Community Development, and Child & Youth Strategy, ensuring ongoing development, service delivery and evaluation within the framework of the WOCRC philosophy and strategic direction.

The Team Manager is a member of the management team and handles all aspects of staff management and administration for the Counselling & Community Response Services teams. The Team Manager collaborates with other WOCRC Team Managers to integrate services using a cross-functional lens to increase care coordination to clients across the centre. The Team Manager collaborates with external groups/agencies in order to ensure effective and comprehensive service delivery and to represent WOCRC in groups and coalitions that address the broad determinants of health.  

Western Ottawa Community Resource Centre operates under the following guiding beliefs:

  • Empowerment
  • Equity
  • Partnership
  • Innovation


The Team Manager of Counselling & Community Response is a manager for the purposes of the Signing Authority/Spending Limits Policy and has the authority to:

  • Participate in the development of Program Budgets
  • Authorize expenditures within program budget
  • Develop and implement team work plans
  • Supervise team members
  • Approve leave requests

The Team Manager, Counselling & Community Response Services consults with the Director of Client Services on the following:

  • Legal issues
  • Serious staff performance issues
  • Proposal/budget adjustments or submissions
  • Other issues relating to Centre-wide policy or operations (e.g. Privacy)


1. Program Development and Delivery

  • Responds to client requests and complaints;
  • Ensures consistent and accountable implementation of the WOCRC guiding beliefs and strategic direction ongoing development of policies and procedures relevant to the day-to-day operation of programs and services;
  • Ensures coordination, planning and delivery of Counselling & Community Response Services;
  • Ensures appropriate standards of care and service delivery;
  • Attend Team Meetings to share information and collaborate on appropriate service delivery initiatives;
  • Informs and assists the Director of Client Services in meeting the changing needs of the program;
  • Participates in program evaluation / initiatives for teams.

2. Financial Management and Administration

  • Participates in the development of program budgets in collaboration with the Director of Corporate Services and Director of Client Services
  • Approves program operating expenditures within the approved budget;
  • Oversees effective administrative systems to ensure smooth program functioning;
  • Communicates with funders as delegated by the Director of Client Services.

3. Team Management

  • Consults with the Director of Client Services, on significant human resource issues;
  • Liaises with People Services Manager in recruitment and hiring for position vacancies on team, including completing necessary approval forms, establishing selection criteria and interview questions and sitting on selection committee;
  • Ensures appropriate placement and supervision of volunteers within Counselling & Community Response in collaboration with the Volunteer Services Coordinator;
  • Conducts performance appraisals and monitors performance of direct reports;
  • Submits completed performance reviews to the Director of Client Services for final sign off; and passes to the People Services Manager for inclusion in the employee file;
  • Chairs/organizes team meetings; sets agendas, facilitates discussion and information flow; promotes and enhances team functioning through support, coaching and conflict resolution;
  • Ensures appropriate orientation and training for staff, volunteers and students;
  • Applies and provides policy/procedure interpretation for team members as required.

4. WOCRC Strategic Direction Support

  • Maintains an awareness of current issues in the WOCRC catchment area and in the related health and social services systems and community supports related to program areas;
  • Provides support for the development and implementation of new projects and programs, (e.g., identifies appropriate staff to take on new work, modifies work plans, and negotiates workloads/space/equipment requirements, ongoing problem-solving);
  • Provides regular reports/information to the Director of Client Services on key issues and activities related to the strategic directions of WOCRC;
  • Monitors team work plans and participates in team and centre wide directional planning processes.

5. Organizational Management

  • Communicates decisions to the Counselling & Community Response teams and provides interpretation/support as necessary in consultation with the Director of Client Services;
  • Participates on committees, action teams and working groups as required.

6. Development and Maintenance of Community Contacts

  • Coordinates, administers or participates in programs in collaboration with other external organizations as directed by the Director of Client Services.

7. Program Supervision/Consultation

  • Provides regular administrative and clinical supervision of all full-time and casual relief staff on the teams; provides follow up when appropriate;
  • Models a “client-centred” service delivery philosophy;
  • Communicates regularly with and monitors the quality of work done by seconded staff, casual employees, contract staff and students. Communicates with supervisors as necessary;
  • Initiates and participates in regular consultation with community partners who share staff and programs;
  • Oversees the resolution of client complaints and works with the Director of Client Services when appropriate to resolve complaints.

8. Other

All WOCRC employees have some fundamental responsibilities that go beyond the confines of their occupations. These include:

  • Ensuring that the commitment to diversity is understood and respected. This includes diversity of culture, language, faith expression, gender identity, sexual orientation, socio-economic resources and degrees of physical (dis)ability;
  • Working in a manner that incorporates health promotion and recognizes the determinants of health;
  • Maintaining up-to-date professional skills and knowledge through formal and informal training;
  • Acting as an “ambassador” for WOCRC within and outside the Centre by creating an awareness of WOCRC programs and promoting services offered;
  • Complying with all mandated legal/regulatory requirements related to working at WOCRC (Employment Standards Act, Occupational Health & Safety, standards of professional conduct, etc.);
  • Maintaining awareness of and compliance with WOCRC policies and procedures;
  • Maintaining awareness of and compliance with funder requirements, policies, procedures and regulations;
  • Working in a manner that preserves confidentiality and seeks to minimize risk in keeping with Privacy and Confidentiality Policies and Procedures;
  • Supporting the Centre’s student and volunteer placement programs;
  • Working during both regular and extended hours of operation in locations identified by the Centre;
  • Perform other related duties as assigned.


Education and Experience

  • Masters or Undergraduate degree in Social Work, counselling psychology, health or social sciences or an equivalent combination of education and significant related experience;
  • Minimum of five (5) years management experience managing a multi-disciplinary team including supervision of staff;
  • Experience working with abused women, crisis intervention and brief therapy;
  • Experience in providing clinical supervision;
  • Experience working with children and youth;
  • Knowledge of the Community Development Framework and Guiding Principles;
  • Demonstrated commitment to and knowledge of community-based model of health service provision and feminist principles;
  • Knowledge of the Child and Family Services Act;
  • Knowledge of the Mental Health Act;
  • Knowledge of health and social services delivery in Ottawa and the broader Champlain region;
  • Knowledge of general management principles, including financial and human resource management;
  • Program development and evaluation experience;
  • Change management skills;
  • Demonstrated ability to identify and serve the needs of diverse communities;
  • Proven conflict resolution skills;
  • Knowledge and experience working with volunteers;
  • Demonstrated flexibility and effectiveness with a rapidly changing environment, short deadlines and multiple programs’ consumer needs.


  • Strong critical analysis, problem solving, planning and decision-making skills;
  • Excellent relationship building skills;
  • Strong Organizational and time management skills;
  • Collaborative and empathetic management style;
  • Demonstrated ability to work independently in remote locations;
  • Demonstrated conflict management and resolution skills;
  • Ability to develop and implement programs using an inter-disciplinary collaborative approach;
  • Excellent interpersonal and communication skills;
  • Demonstrated ability to work in a multi-cultural, multi-disciplinary team environment;
  • Demonstrated ability to work within an Equity inclusion framework;
  • Demonstrated commitment to and knowledge of community-based model of intervention;
  • Knowledge of social services delivery in Ottawa.

Language Competencies:

  • Ability to communicate fluently in English, spoken and written;
  • Ability to communicate fluently in French, spoken and written;
  • Other languages reflective of the community we serve an asset.

Computer Competencies:

  • Intermediate knowledge of Microsoft Office suite of products;
  • Familiarity with Data Management Systems.


  • Valid driver’s license and access to a vehicle required, including $2 million in liability insurance.


  • Starting salary is $70,818 per annum
  • Hours are Monday to Friday with some evening work (currently on Wednesdays)
  • 35 hours per week

Please apply online via our career centre at this link by midnight on September 15, 2023.

START DATE: 09/25/2023

Let us know if you are interested in this position. Complete this short form and we will follow up with you promptly.