Job region: 
Greater Toronto Area
Application Deadline: 
Friday, April 2, 2021 - 5:00pm
Job terms: 


Reports To: Program Manager - Client Support Services Program

Location: 2200 Yonge Street, Toronto

Why work for our charity?
The YMCA of Greater Toronto aspires to be a great work place committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. Guided by our shared values — kindness, well-being, integrity, inclusiveness, respect, and optimism — the YMCA provides thousands of employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through innovative practices, great benefits, and growth opportunities.

Nature & Scope

The Client Support Services Program (CSS) is a national wide program coordinated by the YMCA of Greater Toronto, in collaboration with RAP Settlement Service Provider Organizations. The program consists of case management services to Government Assisted Refugees as well as community engagement through capacity building initiatives to foster a more positive resettlement experience for Government Assisted Refugees in Canada.

The Program Coordinator, CSS Program, supports and provides leadership to the CSS delivery sites across the country. They coordinate the annual operation of the program’s initiatives and activities for site/youth meetings and annual general meeting. The Program Coordinator is also responsible for developing and managing the annual national work plans for training/professional development and communication and program support as well as community capacity building.

As well, the Coordinator provides support in preparing research and analysis of trends and program activities. The Coordinator promotes the YMCA programs to the community and organizations in order to market the programs to those in position to assist the Association in achieving Strategic Outcomes.


Ensure compliance with all terms of the government contribution agreement/service agreements including national targets, reporting requirements, settlement outcomes, program standards and program evaluation.

Knowledgeable about the terms of the government contribution agreements/contracts and Service Agreements with local CSS delivery sites.

Maintains and manages relationships with program staff and their supervisors; completes annual site visits to each delivery site; information sharing and cross learning between partner agencies through community of practice model.

Ensures and maintain excellent relations with all Settlement Service Providers and CSS staff teams by developing and implementing an effective national outreach/communication plan; strengthen partnerships and engage the broader community; ensures CSS sites are continually collaborating, improving and moving towards a shared vision of helping Government Assisted Refugees (GARs).

Coordinates annual national meeting(s), local site meetings and develops the program annual training plan for program sites and YMCA; identify staff training needs, research relevant trainers, plans training logistics.

Supports the Working Groups, network initiatives and special projects.

Prepares monthly/quarterly and annual reports to review program and participant trends, needs and gaps and outcomes; researches and develops program innovations and directions; researches good practices in refugee resettlement, case management and community capacity building initiatives and shares with all program partners.

Provides training to all new staff from across Canada, in person/or via webinars.

Assists in recruiting and training volunteers; supervises program staff volunteer and ensures learning goals are achieved.

Develops and monitors quality benchmarks, national program standards, guidelines and policies; provides support with any new proposal submission.

Managing and content developing of a Learning Management System (LMS)

Effectively trouble-shoots and problem-solves issues as they arise and keeps the Manager informed.

Demonstrates appropriate behaviours in line with our Mission, Vision and Values as reflected in our YMCA competencies; takes a member focused approach to increase their understanding of programs offered across the Association. Represents the YMCA and the Association in a professional manner.

Understands the legal responsibilities and moral imperative to report suspected child abuse to Child Protection Services.

Understands the importance of the volunteer staff partnership and integrates the value of philanthropy and volunteerism in dealings with members, volunteers, donors and staff.

Other duties as assigned


  • Requires broad post-secondary education in a professional field such as Social Services, Social Work or other related field
  • Minimum three years of related work experience
  • Demonstrated knowledge and experience in working with refugees and settlement challenges for newcomers
  • Demonstrated superior analytical skills
  • Well-developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with members, staff and volunteers
  • Excellent written communication skills
  • Commitment to respecting diversity and demonstrating inclusive behaviour, responding with sensitivity and self-awareness to the unique needs of colleagues and members, including visible and non-visible dimensions of diversity
  • Communicates in a through, clear and timely manner and supports information sharing and goal achievement across the Association
  • Planning, organization, management, team building and interpersonal skills, with ability to function in a diverse environment
  • Must possess computer skills (Excel, Word)
  • Ability to travel, including holidays and weekends
  • Ability to communicate fluently in both French and English
  • The position requires the following Core Association and Leadership Competencies:
    • superior competence in: Ethics and Self Management and Results Focused;
    • advanced competence in: Effective Interpersonal Communications;
    • Being Member Focused;
    • Relationship Building and Partnering;
    • Teamwork and Collaboration;
    • Valuing Diversity and Social Inclusion;
    • People Management;
    • fundamental competence in: Association Management and Stewardship;
    • Building Community Relationships and Resources;
    • Cross Functional Integration;
    • Strategic Orientation and Change Management.

How to apply

Please send cover letter and résumé by April 2, 2021 to:

Nicoleta Monoreanu
Manager, Client Support Services

Job offers are contingent upon the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required.

The YMCA of Greater Toronto values the diversity of people and communities and is committed to excellence and inclusion in our Association.