Operations Manager at Sensity – London, Ontario

About Sensity

Sensity is a not-for-profit organization providing services and programs to members of the deafblind community. We are recognized in Canada and around the world as a leader in the provision of Intervenor Services.

The Operations Manager provides leadership and operational oversight across Supported Living and Community programs. This role ensures that programs deliver high-quality, person-centered services for individuals who are deafblind by guiding program operations, supporting staff teams, and maintaining compliance with organizational expectations. The Operations Manager collaborates closely with Service Support Specialists (SSSs) and Intervenor teams to uphold service consistency, quality, and alignment with Sensity’s values.

Essential Position Functions:

1 - Program Operations & Service Delivery Oversight

• Lead daily operations across assigned programs to ensure safe, consistent, and person‑centered service delivery.
• Ensure services adhere to organizational standards, regulatory requirements, and current person‑centered plans.
• Conduct regular team meetings to support communication, planning, and service coordination.
• Oversee development of Intervenor schedules, including SSS scheduling and travel requirements; ensure adequate staffing levels to meet service needs.
• Coordinate new program development, including staffing plans, onboarding schedules, protocol development, and readiness activities.
• Monitor program data, trends, variances, and service risks; report key findings to the Regional Director.
• Oversee intake processes, including assessments, documentation, and transition planning with families and clinical partners.
• Ensure smooth transitions for individuals entering services, including follow through on recommendations and implementation of safety requirements.
• Ensure compliance with Serious Occurrence reporting requirements and support timely documentation and follow-up in alignment with organizational and sector guidelines.
• Support safe and consistent medication-related practices by ensuring staff follow established organizational protocols and documentation expectations

2 - Staff Leadership, Development & Support

• Provide leadership, coaching, and direction to Intervenors and Service Support Specialists.
• Conduct performance discussions, address concerns, and reinforce accountability expectations.
• Identify training needs and ensure staff have access to appropriate learning opportunities.
• Support recruitment and selection processes, including candidate screening and hiring recommendations.
• Oversee onboarding processes to ensure new staff receive complete, consistent orientation aligned with program needs and organizational standards.
• Foster a positive, inclusive, team-based culture centered on collaboration, communication, and person-centred values.
• Collaborate with the Benefits Manager on workplace incident reviews, safe return-to-work planning, and modified duties as required to support employee wellbeing and program continuity.

3 - Quality Assurance & Program Improvement

• Conduct regular audits, including forensic program audits to evaluate the quality, effectiveness, and alignment of service delivery with organizational values.
• Monitor the status of person-centered plans and ensure they are current, accurate, and regularly evaluated by service teams.
• Identify service gaps and collaborate with the Regional Director to recommend or develop new procedures, workflows, or policy updates.
• Promote continuous improvement by coaching teams through practice challenges, introducing efficient solutions, and supporting consistent program execution.

4 - Administrative, Financial and Compliance Oversight

• Monitor and manage operational budgets and expenditures for assigned programs.
• Oversee adherence to health and safety standards, ensuring staff follow organizational policies and procedures.
• Support accuracy and completeness of documentation across systems (e.g., service records, protocols, and scheduling data).
• Ensure protocols, memos, and operational documentation reflect up to date expectations and are communicated clearly to staff teams.
• Maintain compliance with sector standards and regulatory requirements relevant to service delivery.

5- Communication, Collaboration & Stakeholder Engagement

• Serve as the primary liaison between frontline staff and the Regional Director.
• Collaborate with clinical teams, administrative partners, families, and community stakeholders to support coordinated service delivery.
• Provide timely updates to teams regarding changes, expectations, risks, and operational priorities.
• Participate in regional planning, cross departmental initiatives, and organization wide projects to support strategic goals.

Qualifications:

• Diploma/Degree in Social Services, Disability Studies, Nonprofit Management, or a related discipline.
• 3–5 years of experience in program or operations management within disability or human services settings.
• Strong understanding of deafblindness and person-centered‑ support models.
• Demonstrated leadership, communication, and organizational skills.
• Knowledge of Ontario developmental services standards and regulatory expectations.
• ASL proficiency or willingness to learn is an asset.
• Experience leading teams within a unionized environment is an asset.
• Proficiency with standard office software and familiarity with case management systems is an asset.
• Valid driver’s license and ability to travel between program sites as required.

Other:

• Employment is conditional upon receipt of a successful Vulnerable Sector Police Check.
• This position requires repetitive hand motion and good manual dexterity and moderate stooping, bending and lifting. The incumbent must be able to lift 35 lbs to 50 lbs on an occasional basis. The position will be required to work indoors and outdoors.
• French may be considered an asset
• Excellent communication skills for both verbally and written of the English language.

This position reflects an existing vacancy within our organization

We thank all applicants, however, only those being considered for an interview will be contacted. Sensity is an equal opportunity employer and we value the importance of diversity and dignity in the workplace. We are committed to developing inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted by Sensity regarding a job opportunity, please advise prior to the interview if you require accommodation and we will work with you to make appropriate arrangements.