Senior Manager, Drop - In Services

INTERNAL/EXTERNAL

Position Type: Non-Bargaining Unit, Full Time, Permanent

Number of Positions: 1

Reason for Posting: Existing Vacancy

Rate: $86,580.00 to $108,205.50 annually

Vacation: 4 weeks to start

Benefits: Group benefits with Life Insurance, AD&D, Extended Health and Dental Care with

premiums 100% paid by the employer, LTD with premiums 100% paid by employees; paid

sick leave and float day

RRSP: RRSP with 6.5% employer contribution and 4% employee contribution after successful

completion of probation

Hours: 37.5 hours per week

Supervisor: Director, Community Services

Posting Date: June 5, 2026

Application Deadline: June 16, 2026

Location: 145 Queen St. East and 40 Oak St.

Why Fred Victor?

For 130 years, Fred Victor has been a leader in helping people rebuild their lives in Toronto. Our mission is to

improve the health, income and housing stability of people experiencing poverty and homelessness. We are

committed to ending homelessness, one person at a time.

The Community Services (CS) department at Fred Victor is a multi-service, multi-site entity that prioritizes the

involvement of peers and individuals with lived experiences throughout its portfolio. It encompasses the 40 Oak

Community HUB and community programs, Consumption and Treatment Services, Employment and Training

Services, Drop-Ins and Warming and Cooling Centres, and Food Services. Additionally, it operates a social purpose

enterprise with catering services and spearheads a significant peer training initiative.

About the Role

This is an exciting moment to step into this role. Fred Victor is in the midst of a meaningful refresh of its drop-in

services - renewing its focus on what drop-ins do best and reimagining their place within the broader organization.

Drop-in programs are increasingly recognized not only as essential low-barrier services, but as a vital point of

community connection and engagement, and as one of the most important pathways through which people first

encounter and build trust with Fred Victor. This position offers a rare opportunity to help shape that renewed vision

from the inside.

The Senior Manager, Drop-In Services provides direct oversight and leadership to the Managers of Fred Victor’s two

active drop-in programs - located at 145 Queen St. East and 40 Oak St. - each operating as a busy, high-volume, low-

barrier service environment. Working closely alongside the Director of Community Services, this role drives the

continued expansion and integration of drop-in services, including food access, the Hub model, and pathways to

Fred Victor’s internal services such as case management, housing and shelter supports.

This position requires a commitment and adherence to the values and goals of Fred Victor Centre as expressed in

the mission and strategic plan of the organization. As a member of the Fred Victor Management Group, the Senior

Manager may be required to work early mornings, evenings, or nights during emergency situations.

Does this sound like work you want to be a part of?

We offer a supportive and collaborative environment, an opportunity to join a diverse team of caring professionals,

and a chance to make a difference. With over 75 programs and services and more than 25 sites, there are lots of

opportunities to grow your career with us. Many members of the management team started in relief and front-line

roles.

What You Will Do

Operational Leadership

• Oversee and support the day-to-day Managers of both Drop-In programs, providing coaching, direction, and

oversight to ensure safe, effective, and client-centred operations at each site.

• Oversee the reception and front-of-house operations at both Hub locations, ensuring welcoming, trauma-

informed, and consistently staffed entry points that reflect Fred Victor’s commitment to low-barrier access.

• Oversee space management across both sites, working in collaboration with internal departments and external

partner agencies to coordinate room usage, scheduling, and shared spaces within multi-use buildings - ensuring

programs operate effectively and that service users feel safe and respected.

• Ensure low-barrier access to washroom facilities at both sites, establishing clear, dignified, and non-punitive

policies that remove unnecessary restrictions and reflect harm reduction principles.

• Oversee Front Desk Community Engagement services, ensuring they function as an effective, low-barrier entry

point across both sites.

• Ensure compliance with all Fred Victor policies, procedures, and applicable legislation.

Service Expansion & Integration

• Alongside the Director of Community Services, explore and develop strategies for the expansion of drop-in

services, including identifying unmet community needs and opportunities to scale impact.

• Collaborate closely with the Food Services Department to strengthen food access as a core, integrated

component of drop-in programming - embedding sustainable, dignified food support into daily operations.

• Increase integration between the two drop-in sites, developing shared frameworks, aligned service approaches,

and coordinated pathways that improve continuity of care.

• Further develop opportunities for drop-in spaces to serve as community hubs - expanding their function through

access to Fred Victor internal services including case management and housing and shelter, peer programming,

social recreation, and wraparound supports.

• Lead collaborative initiatives with external community partners to create seamless, coordinated referral and

care pathways for clients with complex needs.

• Actively represent Fred Victor within the Drop-In Network, contributing to sector-wide conversations about

innovation, integration, and best practice.

• Support the promotion and expansion of Fred Victor’s drug checking services, advancing this important public

health and harm reduction initiative in alignment with Health Canada’s Substance Use and Addictions Program

(SUAP) and the broader goal of reducing drug toxicity-related harms. This includes fostering awareness of and

access to drug checking among service users, strengthening integration with drop-in programming, and

contributing to the ongoing development of this service as a key component of Fred Victor’s harm reduction

continuum.

Hub Model Development

• Actively contribute to the ongoing development and evolution of the Hub model at 40 Oak St., working

collaboratively across all Hub programs to build a cohesive, integrated service environment.

• Identify opportunities to deepen cross-program collaboration within the Hub - including with Fred Victor

internal services such as case management, housing and shelter, peer, employment, and food services - to

improve how clients move between supports and access what they need.

• Contribute to the strategic planning and continued refinement of the Hub model in alignment with community

need, Fred Victor’s operational direction, and funder expectations.

• Support the integration of drop-in services within the broader Hub framework, ensuring drop-in functions as a

meaningful, connected entry point into the full range of available supports.

Partnership Agreements & Community Relations

• Develop, negotiate, and maintain formal partnership agreements - including MOUs and service coordination

frameworks - with both internal Fred Victor programs and external community health organizations, social

service agencies, and government bodies.

• Build and sustain collaborative relationships with internal program partners across both Hub sites - including

support groups, peer programs, access to Fred Victor internal services such as case management, housing and

shelter, employment, and food services - to create a cohesive, integrated service environment for clients.

• Navigate multiple agencies, systems, and institutional relationships simultaneously, building consensus and

persuading diverse stakeholders toward shared service goals and client outcomes.

• Handle complaints from clients, community members, and partners with professionalism, fairness, and a clear

solutions-focus, ensuring accountability and timely resolution in line with Fred Victor’s values.

• Represent Fred Victor’s drop-in programs at community tables, working groups, and sector networks, advancing

Fred Victor’s profile and influence within the broader homelessness and poverty sector.

• Ensure partnership agreements are regularly reviewed, renewed, and aligned with evolving program needs and

community priorities.

Low-Barrier Focus & Access

• Champion and embed an unwavering low-barrier approach across all drop-in operations - actively identifying

and dismantling structural, procedural, and attitudinal barriers that prevent people from accessing services.

• Ensure both drop-in sites are genuinely accessible and welcoming to people regardless of mental health status,

substance use, housing situation, language, or background.

• Lead staff teams in understanding and applying low-barrier, harm reduction principles in all client interactions,

service policies, and operational decisions.

• Regularly review and assess intake processes, rules, and service conditions to ensure they reflect a commitment

to inclusion and do not inadvertently exclude the people most in need.

• Ensure the full continuum of drop-in supports - from basic needs provision and harm reduction to peer support,

access to Fred Victor internal services including case management and housing and shelter, social programming,

and system navigation - is available, known to clients, and delivered with dignity.

People Leadership & Reporting Structure

• Directly manage the Managers of two drop-in sites, providing ongoing supervision, coaching, performance

reviews, and professional development support to ensure strong, consistent program leadership at both

locations.

• Oversee all direct and indirect reports across both drop-in programs, maintaining clear lines of accountability

while fostering a collaborative and supportive team culture.

• Work in close coordination with multiple Senior Managers across both Hub sites - navigating a matrixed

leadership environment that requires strong lateral communication, shared decision-making, and the ability to

lead effectively without always having direct authority.

• Recruit, hire, train, and supervise staff across both Drop-In programs, working through program Managers to

maintain well-supported, high-functioning teams.

• Conduct regular supervision and performance reviews; develop individual and program work plans in

collaboration with the Director and program staff.

• Develop and implement employee engagement strategies that promote effectiveness, satisfaction, and

alignment with Fred Victor’s Strategic and Operational Plans.

Quality, Data & Reporting

• Lead ongoing evaluation and quality improvement initiatives across both sites, adapting approaches in response

to service needs and budget requirements.

• Maintain client and service data to identify unaddressed support needs and inform planning.

• Collaborate with the Senior Manager of Administration to ensure accurate financial reporting, timely funder

submissions, and HR compliance.

• Carry out other duties as assigned by the Director, Community Services.

What You Bring to the Team

Knowledge

• Extensive knowledge of community development, the Drop-In Service Model, Housing First approach, harm

reduction, mental health, the criminal justice system, and the Social Determinants of Health.

• Thorough understanding of all components of drop-in programming - from basic needs and harm reduction

through to peer support, access to Fred Victor internal services including case management and housing and

shelter, system navigation, and social programming.

• Deep understanding of the issues faced by people living in poverty, affected by homelessness, or living with

physical illness, mental illness, and/or substance use.

• Strong problem-solving ability to identify barriers and develop practical, community-centred solutions.

• Proven ability to manage program budgets, track outcomes, and prepare statistical reports for funders,

government bodies, and other stakeholders.

• Commitment to ongoing personal and professional development and a willingness to engage in learning and

training opportunities to enhance program delivery.

Experience

• 3–5 years of management experience in the social service sector, including experience overseeing multiple sites

or programs simultaneously.

• Extensive experience with Drop-In services and programming, with a thorough understanding of the full

continuum of drop-in supports.

• Demonstrated success leading diverse teams across direct and indirect reporting relationships, including in

matrixed or multi-program environments.

• Experience developing and maintaining both internal and external partnerships, including negotiating formal

agreements, MOUs, and service coordination frameworks.

• Proven ability to navigate multiple agencies and systems, persuade and align diverse stakeholders, and manage

competing priorities with clarity and professionalism.

• Experience handling complaints from clients, community members, and partners, with a track record of fair,

timely, and values-driven resolution.

• Experience working from client-centred, trauma-informed, and anti-oppression frameworks.

• Experience managing multi-use spaces and coordinating integrated services.

• Experience building and maintaining budgets and conducting program evaluations.

What Sets You Apart

• High-level skills that enable effective work at the individual, program, agency, and systems-level.

• Extensive advocacy, crisis intervention, crisis prevention, conflict resolution, and negotiating skills.

• Proven ability to work in a positive and solution-oriented manner with staff, management colleagues, service

partners, and service users.

• Highly developed interpersonal and group facilitation skills.

• Highly developed ability to plan, prioritize, and delegate work.

• Highly developed understanding of and proven ability to communicate appropriate professional boundaries.

Work Environment

• There is a likelihood of exposure to unpredictable behaviour, unpleasant odours, bodily fluids, and pests

including bedbugs, mice, and cockroaches, and may be exposed to pets.

Compensation and Benefits

• For the Senior Manager, Drop-In Services Fred Victor offers a salary range of $86,580.00 to $108,205.50 annually
• 4 weeks of vacation to start + 1 float day
• Generous paid sick leave allowance
• A comprehensive Dental, Extended Health and LTD group benefits package includes individual and family

coverage, including prescriptions, hospital accommodation, hearing care, paramedical practitioners and a wide

variety of dental care. Additional insurance includes vision care and travel for emergency medical services.

• 6.5 % of your gross salary will be contributed to a group RRSP on your behalf after successful completion of

probation; you will contribute 4% of your gross salary to the same RRSP

• Access to employee and family assistance plan

How You Can Apply

Send your resume and an email describing why you want to be part of the Fred Victor Team by June 16, 2026, to

***email_hidden*** with ‘ Senior Manager, Drop In Services’ in the subject line.

A Police Record Check is required by the final candidate prior to hiring.

Accessibility & Accommodation

Fred Victor is committed to fostering an inclusive and accessible environment where employees feel valued and

respected, and where every employee has the opportunity to realize their potential. As such, we welcome and

encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons

across the spectrum of sexual orientation and gender identities and have lived-experience.

If you are a person with a disability and require accommodation and/or assistance during the application process,

please contact us in advance. We strive to provide reasonable accommodations whenever requested. Information

received relating to accommodation requests will be treated with confidentiality.