Job Description

• Job ID: 63685
• Job Category: Policy, Planning & Research
• Division & Section: Social Development, Finance & Admin, Community Safety & Wellbeing
• Work Location: CITY HALL
• Job Type & Duration: Full-time, 1 Permanent Vacancy

• Salary Range: $126,000.00 - $176,140.00

  Hiring Zone: $139,659.00 - $151,419.00

• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 30-APR-2026 to 14-MAY-2026

The City of Toronto is taking steps to strengthen public safety by building alternative community safety programs. This work will contribute to the implementation of the Toronto Community Crisis Service, advancing City Council's policing reform actions, and identifying further alternative models of community safety.

The City of Toronto is seeking a Manager to lead the operational execution and scaling of the Toronto Community Crisis Service and alternative community safety programs. Reporting to the Director of Community Safety and Wellbeing, you will be responsible for service delivery excellence, ensuring that alternative crisis response models operate with high reliability, efficiency, and impact. Your focus will be on system stabilization, quality assurance, and continuous improvement, managing the day-to-day complexities of a high-visibility public service. You will lead change management efforts and issues management protocols to ensure that service delivery remains responsive to community needs while maintaining rigorous operational standards.

Major Responsibilities

• Drives operational service delivery excellence and ensures high standards of work quality by implementing robust quality assurance frameworks and continuous improvement cycles.
• Leads proactive issues management and risk mitigation, ensuring rapid resolution of operational bottlenecks, high-profile complaints, and service interruptions.
• Manages, motivates, and trains the unit's staff, supervising day-to-day operations including scheduling, work assignments, and performance management to ensure organizational performance.
• Directs the operational execution and scaling of the Toronto Community Crisis Service and other alternative response programs, transitioning plans into stabilized, high-reliability services.
• Implements change management strategies to support system reform and innovation, addressing barriers and inequities in service delivery faced by vulnerable populations.
• Monitors and evaluates program performance through the analysis of research and service use data to optimize service delivery and ensure cost-effectiveness.
• Develops, recommends, and administers the annual budget for the unit, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Directs critical community and social services that address root causes of safety and security, including initiatives from the Confronting Anti-black Racism Action Plan and Indigenous-led initiatives.
• Optimizes program performance through the application of learnings from multi-sectoral partnerships, integrated service planning processes, and resident engagement.
• Negotiates inter-governmental and multi-sector agreements to advance and sustain the operational goals of Community Safety and Well-being.
• Develops and facilitates collaborative relationships with City divisions, agencies, and boards to coordinate existing services and ensure sufficient resources are available for operational success.
• Provides ongoing expertise and direction to violence prevention and human services initiatives to maintain a culture of cross-divisional coordination and operational accountability.
• Prepares and presents reports and provides strategic management advice to senior management, Standing Committees, and Boards on operational, policy, and finance matters.
• Develops and administers Request for Proposals (RFP) processes and monitors contracted activities to ensure adherence to common goals and maximize efficient use of resources.
• Ensures the maintenance of staff/office compliance with all corporate and provincial legislation, including the Ontario Human Rights Code, Workplace Harassment, and the Occupational Health and Safety Act.

Key Qualifications:

1. Extensive experience in the operational oversight and management of human services and equity-based programs in high-volume environments, including leading unit goals through annual work plans, business cases, and cultivating long-term partnerships with community champions and external partners through proven deliverables
2. Considerable experience leading all aspects of operational delivery and scaling of complex community safety and well-being initiatives, through the management of multi-stakeholder projects balancing competing political, community, and organizational interests to achieve results.
3. Extensive experience in managing, motivating, and leading a diverse staff team, including handling labour relations issues and establishing a culture of operational excellence, teamwork, and continuous learning.
4. Considerable experience in financial management and resource optimization, including developing and administering budgets to ensure fiscal accountability and the effective use of resources in a service delivery context.
5. A post secondary degree in human/social sciences or approved equivalent combination of education and/or experience.
6. Expertise ensuring operational excellence through the development and implementation of robust quality assurance frameworks, proactive issues management, and continuous improvement strategies.
7. Excellent results involving change management as a service scale, with consistent delivery practices, efficient, and rooted in an anti-racism and social inclusion framework.
8. Highly developed strategic and analytical skills with an ability to manage the intersection of service data, staff performance, and community-based feedback to drive system stability and excellence.
9. Highly developed political acuity and interpersonal skills, with the ability to manage high-profile issues and liaise effectively with senior staff, Members of Council, other government representatives, and the public.
10. Excellent communication and presentation skills (verbal and written) at all organizational levels, with a focus on preparing sound operational briefings and Council reports.
11. Exceptional ability to negotiate persuasively, resolve complex operational conflicts, and creatively problem-solve under pressure to meet tight deadlines.
12. Familiarity with government legislation in the area of occupational health and safety, Collective Agreements, and related Employee and Labour Legislation.
13. Commitment to Toronto Public Service values, ensuring a culture that champions equity, diversity, and respectful workplaces.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request Learn more about the City’s Hiring Policies and Accommodation Process