Manager of Programs & Quality Assurance

Manager of Programs and Quality Assurance

Full-Time, 40 hours per week - (Must be flexible with scheduling and available to participate in the on-call leadership rotation)

Youth Empowerment and Support Services (YESS) is currently seeking a qualified Manager of Programs and Quality Assurance to provide strategic development, oversight and evaluation of YESS programs to ensure high-quality, data-informed service delivery aligns with the organizations goals.

What We Do

YESS is a not-for-profit agency working with youth facing difficult realities. Based in Edmonton, our Youth Support Centre provides immediate and low-barrier 24/7 sleep support and individualized wrap-around supports for young people aged 15 - 24.

We work collaboratively within a network of care focused on the prevention of youth homelessness by providing youth with the necessary supports to stabilize their housing, improve their wellbeing, build life skills, connect with community, and avoid re-entry into homelessness.

What You Will Do

Reporting to the Director of Programs the Manager of Programs and Quality Assurance is responsible for supporting the planning, execution, and evaluation of programs in alignment with the organizational strategic plan. This position blends leadership, program management, quality assurance, staff development, and stakeholder engagement to drive innovation, accountability and outcomes across the agency.

Responsibilities Include:

Program Management & Service Delivery:

• Develop and implement quality assurance and performance measurement tools, including compliance with accreditation standards (e.g., CARF).


• Regularly analyze data to assess program effectiveness and recommend improvements.


• Collaborate with leadership and cross-functional teams to integrate programming into broader agency goals

ETO/Systems Administration

• Serve as the agency’s administrator for Efforts to Outcomes (ETO) and other related systems.


• Manage system configuration, user access, reporting dashboards, and data integrity across all programs.


• Develop and deliver onboarding, training, and ongoing coaching for staff on ETO and other data systems to ensure confident, consistent use.


• Troubleshoot system issues, liaise with software vendors, and support program staff with database-related inquiries.

Quality Assurance and CARF Compliance

• Oversee the development and maintenance of program policies and procedures.


• Ensure data management systems (e.g., Basecamp, ETO) are effectively used to support service delivery and reporting.


• Support and monitor agency's preparedness for CARF accreditation
  

Leadership & Staff Development

• Supervise and mentor program support staff, conducting regular check-ins and performance reviews and supporting professional development.


• Promote a transparent, inclusive, and equity-based work culture rooted in continuous learning and feedback.


• Model leadership practices and facilitate change management processes across departments.

Administrative Management

• Prepare reports for leadership, funders, and stakeholders, ensuring data-driven decision-making.


• Update job descriptions, policies, and procedures as necessary in collaboration with senior leadership.

Additionally, you will provide a professional level of service to donors, promote the agency in a positive manner to the outside community and share information, communicate, and collaborate with other YESS staff. 

The ideal candidate will have: 

• The ability to lead, motivate, and develop teams while fostering a high-performance culture 


• To be able to Identify opportunities for improvement, implements best practices, and drives strategic initiatives.


• Understanding of program lifecycle, measuring outcomes, and ensuring continuous service enhancement.


• Passion to build and maintain strong relationships with internal and external partners, effectively communicates vision and objectives.
  

What You Bring

• Undergraduate or graduate degree in social work, psychology, public administration or a related field


• 3-5 years of leadership experience in program management, preferably in the non-profit or youth services sector


• Demonstrated expertise with data management systems (e.g ETO, Basecamp) project management tools and program development
  


• Knowledge of issues related to youth homelessness, mental health, and trauma-informed care.
  
  

Prerequisites 

• Training in first aid, and/or non-violent crisis intervention


• Training in suicide intervention and harm reduction


• Clear police clearance (CRIM) and a Child and Youth Intervention (CYIM) checks, both obtained within the last six months


• Valid class 5 driver’s license and driver’s abstract


• Proof of vehicle insurance (at least $1 million third party liability)

YESS is an equal opportunity employer, committed to an inclusive and safe work environment for people of all backgrounds. 

We thank all applicants for their interest, however only those shortlisted will be contacted.