ABOUT THE JOB

Reporting to and under the supervision of the Clinical Director of Crisis Care Practice and Programs (‘the Clinical Director’), the Operations Manager, Crisis Care is responsible for managing the operations of CMHA BC’s role as administrator and backbone support for crisis care services across BC. This includes providing operational support for contracted service providers, managing program data, information and records, and managing internal operations for the CMHA BC team. The role requires being in relationship with individuals, organizations, and communities committed to transforming the way crisis care is provided in the province. At the heart of this work is a deep belief that strong relationships, culturally appropriate care and an unwavering commitment to dignity and human rights for all - including the unique rights of Indigenous Peoples - will transform health outcomes for those in crisis.

DUTIES AND RESPONSIBILITIES 

The duties and responsibilities associated with this position are described below. As this is a new position, the nature and scope of responsibilities may be modified over time and other duties may be assigned.

Service Provider Support and Oversight

• Leads, supports, and evaluates the ongoing operational development and service delivery of crisis care service providers across the province. 
• Leads change management processes for crisis care service providers across the province.
• Manages the ongoing development of crisis care operational policies, procedures, and practices. 
• Leads ongoing communications with crisis care service providers regarding program updates, upcoming events, reporting deadlines, and communications regarding ongoing program development.
• Manages our expression of interest process for prospective crisis care service providers in collaboration with the Clinical Director. 
• Manages relationships regarding service provider compliance issues in collaboration with the Clinical Director and other CMHA BC Crisis Care Managers. 
• Manages CMHA BC crisis care online portals, project management tools, and information management systems accessed by CMHA BC and crisis care service providers.
• Leads training for service providers on CMHA BC crisis care policies, procedures, and protocol as it relates to operations, service delivery, and reporting. 

Data Management and Reporting 

• Manages and provides analysis on incoming data, reports from crisis care service providers.
• Leads record management for crisis care service providers. 
• Manages and develops tools and systems for collecting data and information from crisis care service providers. 
• Leads report writing and facilitates dialogues on the findings from crisis care data and evaluation processes.
• Develops and prepares monthly operational reports from crisis care service providers. 

Program and Project Management

• Recruits, trains, and manages administrative staff, up to and including termination. 
• Leads secretariat support duties at meetings with our internal team, crisis care service providers, and external parties. 
• Develops and manages internal crisis care project management, change management, and records management processes.
• Assists the Clinical Director with the financial management of CMHA BC crisis care budget and service provider funding. 
• Supports the management of service provider and subcontractor service agreements in collaboration with the Clinical Director.
• Develops and present internal and external briefings, proposals, and other information sharing documents.
• Leads the ongoing development and management of crisis care program standards and operational policy. 
• Works collaboratively with the Provincial Manager of Crisis Care Training and Quality Assurance to develop and maintain crisis care program standards and operational policies. 

Relationship Management

• Upholds and promotes the core values of PACT and prioritizes respectful relationship in all their work. 
• Centers the wisdom of people with lived and living experience, including in the development of program standards and operational policies. 
• Manages and coordinates general incoming inquiries regarding crisis care services from the public, service providers, community interest holders, and other CMHA BC departments. 
• Supports communication, branding, and community engagement activities led by CMHA BC Director of Systems Transformation, and in collaboration with our communications department and community engagement specialists.
• Collaborates with the Clinical Director in the management of and activities for provincial communities of practice and/or advisory committees. 
• Leads and manages ongoing relationship building with our crisis care service providers to include; executive directors, managers and crisis care workers. 

Values 

These values guide the work of our crisis care work, including PACT, and must be upheld at all times by CMHA BC staff and community partners who are contracted to provide PACT services: 

• Honour wholeness (whole person, whole family, whole community) 
• Remain in respectful relationship 
• Be trustworthy and accountable (uphold our values and commitments) 
• Honour the self-determination of those we serve and offer care only with consent 
• Be led by, inclusive of and responsive to the true diversity of community 
• Continuously learn, improve and renew 
• Be adaptable, agile and open to change 
• Stay open-hearted and open-minded 
• Be courageous 
• Be transparent 
• Recognize and respect the integrity, wisdom and strength of those we serve and work alongside 
• Ground every element of our work in our values

ABOUT YOU

Education

• A post-secondary degree (Graduate Degree preferred), preferably related to public health, public policy, public administration, or a similarly relevant discipline. 

Experience

• A minimum of 3-5 years related experience must include:
• Experience overseeing the operation or management of a mental health or substance use program, project, or facility.
• Experience working in a leadership role in the development and implementation of a mental health or substance use project or program.
• Managing relationships with partners, stakeholders and community members.
• Engaging, supporting and partnering with people with lived and/or living experience of mental health or substance use-related health issues.

Knowledge, Skills and Abilities

• Knowledge of mental health, substance use, harm reduction, and crisis care systems in BC. 
• Understanding of reconciliation, decolonization and equity principles as they relate to mental health and substance use. 
• Strong project management, time management and organization skills, demonstrating the capacity to juggle multiple demands with varying deadlines. 
• Ability to review, synthesize and translate research evidence and knowledge. 
• Excellent interpersonal, written, and verbal communication skills. 
• Ability to work collaboratively and effectively with diverse communities and stakeholders.  
• Ability and confidence to work in a self-directed manner and collaboratively with multi-stakeholder teams in a fast-paced environment. 
• Strategic and conceptual thinking, including the ability to be flexible, adaptable and work in an emergent context.
• Knowledge and ability to use Office 365 tools and cloud-based management software tools. 
• Resourcefulness, judgment, and innovation to solve problems.

• Ability to work collaboratively and effectively in keeping with PACT values.

Our key values and principles 

The Operations Manager consistently conducts themselves in alignment with CMHA BC’s core values: 
• Inclusive
• Proactive
• Compassionate
• Steadfast
• Collaborative 

WORKING CONDITIONS

• The position is 37.5 hours per week, primarily during regular office business hours.
• The position can be based out of the Vancouver or Victoria office and offers the potential for a flexible working arrangement, including working remotely depending on project needs. 
• The position requires flexibility for occasional travel. 
• Salary Range: $76,617.00-$110,137.00. 
• Typical Hiring Range: $86,193.00-$105,348.00. 

HOW TO APPLY

Please submit your resume along with a cover letter, clearly documenting how you satisfy the requirements outlined in this job posting to https://cmhabc.bamboohr.com/careers/77 by 5 p.m. May 20, 2025. 
We regret that only short-listed candidates will be contacted to schedule an interview. For more information about CMHA, BC Division, visit our website at www.cmha.bc.ca.

CMHA BC Division is committed to our workforce reflecting the diversity of the communities within which we work. As such, we encourage applications from persons with disabilities, members of visible minorities, First Nations, Inuit, and Métis people, people of all sexual orientations and genders, and others who may contribute to the diversity of our staff. Personal experience with mental illness and or addiction, either through self or a loved one, is an asset.

ABOUT US

Founded in 1918, The Canadian Mental Health Association (CMHA) is a national charity that helps maintain and improve mental health for all Canadians. As the nation-wide leader and champion for mental health and addiction, CMHA helps people access the community resources they need to build resilience and support recovery from mental illness and/or addiction.

We respectfully acknowledge xʷməθkʷəy̓əm (Musqueam), Skwxwú7mesh (Squamish), səl'ilwətaʔɬ (TsleilWaututh), Lkwungen (Songhees) and Wyomilth (Esquimalt) peoples on whose traditional, unceded lands the CMHA BC offices are located.