VAW Jobs

AWHL-Manager, Telephone Crisis Counselling Program and Services

Job Description:

Manager of Telephone Crisis Counselling Program and Services.

Hours of Work:

35 hours a week, including evening and weekend work.

Job Function:
The Manager of Telephone Crisis Counselling Program and Services is
responsible in managing the day to day operations of the Assaulted Women’s
Helpline’s (AWHL) Telephone Crisis Counselling program and Services (includes
the Assaulted Women’s Helpline and Senior Safety Line).

The Manager of Telephone Crisis Counselling Program and Services is also
responsible to ensure that service delivery models for survivors of violence and
other support-seekers reflect the principles of community development, harm
reduction, client-centered, trauma-informed, and anti-oppression practices; and
an understanding of frontline support practices in the violence against women’s
sector. In addition, the Manager will ensure service delivery is consistent with the
philosophy and principles of AWHL, its strategic directions and adhere to
standards of excellence.

1. Program Management and Development

• Provide leadership and oversight to the 24-hour telephone crisis counselling program.
• Create an environment among staff team(s) that promotes trust, open communication, creative and analytical thinking and a cohesive team effort.
• Ensure staff and team(s) work effectively and efficiently towards meeting annual operational planning goals and overall strategic planning goals.
• Initiate new program development using a community development model that engages staff and service users in the process.
• Work with teams to develop annual team and individual work plan.
• Ensure service user complaints processes are followed and issues resolved.
• Ensure that the health and safety standards of the workplace are met and maintained.
• Provide program reports to the Executive Director as required. Staff Management
• Supervise a unionized workforce within the context of the Collective Agreement.
• Manage all staffing and staff development process including conducting hiring processes, assigning work responsibilities, providing orientation, training and ongoing coaching and support; identifying staff training needs, and implementing training.
• Provide supervision and support to staff on a regular basis in accordance with AWHL’s policies and procedures.
• Manage employee performance and perform necessary administrative duties such as vacation planning, timekeeping, performance reviews, etc.
• Work with the team to develop solutions that provide exceptional services and close identified service gaps.
• Communicate information, resolve problems and respond to the concerns of staff, volunteers, and students in area of responsibility.
• Adhere to AWHL’s Personnel, Polices, Collective Agreement and Human Rights and other relevant legislation.
• Act as final back-up to the crisis line, where no other staff is available.
• Required to work on-call on rotational schedule.

2. Organizational Development

• Contribute to overarching AWHL management and administrative duties in collaboration with other management team members.
• Support the development and implementation of overall strategic goals and operational plans of AWHL
• Model AWHL values by supporting the creation of the desired organizational culture
• Participate on project and planning committees within the organization as required.
• Provide leadership and direction for internal staff committees and working groups.
• Participate on external networks, committees and coalitions that support AWHL’s strategic plan.
• Develop and manage relationships with various institutions, funders, agency and community partners to further enhance and develop AWHL programs and services.

3. Finance and Administration

• Ensure that the Administration and Support Services Coordinator receives appropriate purchase orders, cheque requisition forms and petty cash receipts.
• Ensure the Program budgets are strictly adhered to.
• Coordinate and/or write program reports for the Board of Directors, funders as required.
• Provide back-up to other members of the Management Team as required.
• The Manager of Telephone Crisis Counselling Program and Services may be assigned other responsibilities as directed by the Executive Director

4. Skills and Qualifications

• Degree in social services, psychology or a related field. (BSW or MSW preferred)
• Minimum 3 years of management experience in a comparable organization or managing similar programs and extensive knowledge of overall coordination and integration of services to diverse communities.
• Minimum of 5 years of experience working in the violence against women sector.
• Understanding of and commitment to preventing and ending violence against women, feminist, anti-racism and anti-oppression analysis and practice.
• Have strong political instincts and sound judgment, with a history of managing diverse groups of internal and external stakeholders.
• Overall knowledge of challenges faced by marginalized women and other marginalized groups.
• Commitment to providing leadership in reducing barriers to social support services experienced by marginalized communities.
• Proven leadership and relationship-building skills, with strengths in strategic
communication, problem solving, and effective project management and execution.
• Self-motivated with the ability to shift priorities with ease and resiliency.
• Demonstrated competency in program planning, implementation, monitoring, and evaluation.
• Experience leading a multi-disciplinary and diverse team and facilitating effective team planning and group training or workshops.
• Demonstrated analytical and organizational skills.
• Proficiency in computer hardware and software applications.
• Satisfactory Vulnerable Sector Checks (PVSC) with future checks every three (3) years
• Required to work occasional weekends and/or evenings, when required
• Ability to speak languages other than English an asset.

How to Apply:
Please submit a cover letter with your resume outlining your education background, a summary of your professional experience in similar roles, and why you would be successful in this role.

Email your cover letter and resume to the hiring committee at

Closing date: Friday February 21, 2020, 4:30pm EST.

The Assaulted Women’s Helpline is committed to the development of a staff
team that reflects the diversity of the communities we serve. We strongly
encourage persons who reflect the diversity of our clients to apply; however, only
those selected for an interview will be contacted. No phone calls please.
The AWHL welcomes and encourages applications from women, visible
minorities, Aboriginal people, people with disabilities, and members of the

If you are an individual with a disability, accommodations are available on
request for candidates taking part in all aspects of the selection process.