This is NOT a bargaining unit position.
All applications are reviewed by our hiring team. We do not use AI in the screening or selection process.
We advise all applicants with work permits that obtaining employment with Polycultural will not guarantee the approval of any application for Permanent Resident status and emphasize that Polycultural’s positions do not currently qualify under the government’s Ontario Immigrant Nominee Program (OINP) or Labour Market Impact Assessment (LMIA) initiatives.
About Polycultural
Be a part of Polycultural Immigrant and Community services! Founded in 1993, Polycultural is dedicated to hosting an open and inclusive environment for all. We are a multicultural melting-pot perfectly reflecting Canada’s diversity. We are like a family, have a culture filled with care and genuine connection with a very inclusive environment for all. With a diverse range of programs and services, we help individuals and families build a brighter future in Canada. Serving clients from over eight different locations across the GTA and Orangeville in more than 20 languages.
Polycultural offers comprehensive benefits including employer paid Extended Health and Dental, RRSP match, and Employee Assistance Program (EAP).
Scope
Working as a member of the management team and under the direction of the Program Manager, the Program Coordinator, STEP Program is responsible for coordinating the development, implementation, and day-to-day delivery of the Skills Training and Employment Pathway (STEP). The program supports Government-Assisted Refugees in beginning their employment planning from the early stages of settlement and provides a structured pathway from assessment and employment readiness through skills training, employer connections, employment placement, and retention.
The Program Coordinator provides leadership and supervision to frontline program staff, coordinates program activities, and ensures services are delivered consistently, effectively, and in accordance with established program requirements, service standards, organizational priorities, and performance targets. The position monitors service delivery and participant outcomes, provides guidance and support to staff, identifies and addresses operational issues, and promotes collaboration across the program team.
The Program Coordinator is also responsible for program planning and continuous improvement, quality assurance, performance monitoring, documentation, data integrity, and the preparation of required program and management reports. The position works closely with the Program Manager to monitor progress toward established goals and targets, identify service gaps and emerging needs, and implement strategies to strengthen program effectiveness and participant outcomes.
The Program Coordinator may also participate directly in program delivery as required and is expected to represent Polycultural professionally in interactions with participants, employers, community partners, service providers, and other stakeholders.
Responsibilities
Program Coordination & Service Delivery
- Coordinate the day-to-day delivery of the STEP Program, ensuring program activities, services, and timelines are implemented effectively and aligned with established objectives, goals, and performance targets.
- Develop, implement, and monitor program activity, service-delivery, and outreach plans, making adjustments as required to support program outcomes.
- Collaborate with external partners and internal stakeholders in the development, implementation, and continuous improvement of the STEP service-delivery model.
- Develop, review, and enhance program curriculum, learning materials, resources, and service components that support Government-Assisted Refugees in preparing for and transitioning into the Canadian labour market.
- Participate in program delivery as required, including facilitating workshops, learning activities, information sessions, and other participant-focused programming.
- Coordinate the integration of assessment, training, employment counselling, employer engagement, placement, and retention activities to support a consistent participant pathway through the program.
Staff Supervision & Leadership
- Provide day-to-day supervision, coaching, guidance, and support to frontline program staff to promote effective service delivery and achievement of program objectives.
- Support the recruitment, orientation, onboarding, training, and development of program staff and volunteers.
- Establish clear expectations, monitor staff performance, provide ongoing feedback and coaching, and address performance concerns in accordance with organizational policies and applicable requirements.
- Conduct performance reviews and support the development of performance improvement strategies where required.
- Review and approve employee timesheets and manage requests for time off in accordance with organizational procedures and operational requirements.
- Facilitate regular staff meetings, case consultations, program planning discussions, and information sharing activities.
- Promote professional, ethical, respectful, and client-centred practices and provide guidance to staff and volunteers to maintain consistent standards of service.
- Address employee relations and disciplinary matters within the authority of the position and in consultation with the Program Manager and Human Resources, as appropriate.
Employer, Community & Partner Engagement
- Oversee and support employer engagement strategies designed to generate suitable employment, placement, and career opportunities for STEP participants.
- Provide guidance to program staff in developing and maintaining productive relationships with employers and supporting the successful matching of employment-ready participants with appropriate opportunities.
- Develop and maintain collaborative relationships with community organizations, training providers, government representatives, employers, and other service partners.
- Represent the program at relevant networks, working groups, community tables, and stakeholder meetings and contribute to discussions related to newcomer employment and service delivery.
- Leverage existing partnerships and establish new relationships to address identified participant needs, service gaps, and employment opportunities.
Program Performance, Quality Assurance & Reporting
- Monitor program performance and participant outcomes, including program completion, employment placements, employment retention, and progression into regulated and non-regulated occupations, in accordance with established program measures.
- Monitor progress toward established targets and identify emerging issues, service gaps, or areas requiring corrective action or additional support.
- Review program documentation, participant records, data entry, and supporting information to promote accuracy, completeness, consistency, and compliance with program requirements.
- Collect, analyze, validate, and prepare statistical and narrative information for program, management, and funder reporting requirements.
- Ensure required reports, documentation, and program records are completed accurately and within established timelines.
- Contribute to program evaluation, quality assurance, and continuous improvement activities by reviewing outcomes, identifying trends, and recommending enhancements to service delivery.
Program Administration & Compliance
- Oversee program administrative processes and practices to ensure alignment with program objectives, organizational policies and procedures, funder requirements, Human Resources policies, and the applicable Collective Agreement.
- Maintain appropriate systems and processes for program records, documentation, statistics, reporting, and other administrative requirements.
- Support the Program Manager in identifying operational risks, resolving service delivery issues, and implementing appropriate corrective measures.
- Assist the Program Manager with the development of funding proposals, program reports, work plans, budgets, and supporting documentation, as assigned.
- Contribute to the development and refinement of program frameworks, service standards, processes, and tools that promote consistent and high-quality service delivery.
- Monitor emerging immigration, settlement, employment, and labour-market trends relevant to the program and identify potential implications for service delivery.
- Perform other related duties as assigned.
Competencies
Planning, Organizing & Time Management
Plans, organizes, and coordinates multiple program priorities to ensure objectives, deliverables, and timelines are achieved. Establishes clear priorities, allocates resources effectively, monitors progress, and adjusts plans in response to changing operational and participant needs.
Technical Expertise
Applies strong knowledge of employment services, newcomer and refugee programming, program delivery, case management, and performance measurement to support effective service delivery. Maintains current knowledge of relevant sector practices, labour market trends, program requirements, and emerging issues, and applies this knowledge to strengthen program quality and outcomes.
Professionalism
Demonstrates sound judgment, integrity, accountability, and professionalism in interactions with participants, staff, partners, and stakeholders. Considers the impact of decisions, communications, and actions on others and represents Polycultural in a respectful, ethical, and professional manner.
Self-Management
Effectively manages workload, priorities, and responsibilities in a fast-paced and demanding environment. Demonstrates resilience, self-awareness, accountability, and composure when responding to competing demands, challenging situations, and changing program requirements.
Drive for Results
Maintains a strong focus on achieving program objectives, service standards, and established performance targets. Monitors progress, identifies barriers to success, takes timely corrective action, and demonstrates a commitment to high-quality service delivery and continuous improvement.
Coaching & Staff Development
Provides clear direction, regular feedback, coaching, and support to strengthen employee performance and professional development. Establishes clear expectations, recognizes individual strengths and expertise, identifies development needs, and addresses performance concerns constructively while promoting accountability and confidence.
Communication
Communicates clearly, respectfully, and effectively with staff, participants, management, community partners, employers, and other stakeholders. Adapts communication style to different audiences and circumstances, actively listens, facilitates open dialogue, and ensures relevant information is communicated accurately and in a timely manner.
Organizational Understanding
Understands organizational priorities, policies, operational requirements, and stakeholder perspectives and considers these factors when making decisions. Effectively balances program needs with broader organizational objectives and works collaboratively across teams to support consistent and coordinated service delivery.
Leadership & Team Development
Provides effective day-to-day leadership by establishing clear expectations, fostering collaboration, supporting staff development, and creating an environment of accountability, respect, inclusion, and continuous learning. Effectively addresses operational and people-related issues while supporting the team in achieving program objectives.
Quality & Continuous Improvement
Promotes consistent, high-quality service delivery by monitoring program activities, outcomes, documentation, and service standards. Uses program data, participant needs, staff feedback, and emerging trends to identify service gaps and implement practical improvements to program processes and delivery.
Qualifications
- Diploma or degree in Social Work, Human Services, Management, Psychology, Adult Education, Counselling, Career Development, or a related field. An equivalent combination of education and relevant professional experience will be considered.
- Minimum of three (3) years of progressive experience supervising and supporting staff, preferably within employment, settlement, social, or community services.
- Demonstrated experience coordinating and delivering employment or workforce-development programs, including monitoring program activities, deliverables, outcomes, and performance targets.
- Strong knowledge of employment services and the Canadian labour market, including employment readiness, skills training, credential recognition, skilled trades certification, apprenticeship, and professional licensing pathways.
- Strong knowledge of the settlement and resettlement sector and demonstrated understanding of the employment and integration needs of newcomers and refugees, including Government Assisted Refugees.
- Demonstrated ability to lead, coach, motivate, and develop staff while fostering a collaborative, accountable, inclusive, and high-performing team environment.
- Experience supervising employees in a unionized environment and working within the requirements of a collective agreement is considered an asset.
- Demonstrated program and project coordination skills, with the ability to manage multiple priorities, establish work plans, monitor timelines, identify risks, and deliver high-quality program outcomes.
- Project management training or a recognized project management designation, such as Project Management Professional (PMP), is considered an asset.
- Experience monitoring program performance, reviewing service data, tracking key performance indicators, and preparing accurate statistical and narrative reports.
- Demonstrated experience developing or implementing program curriculum, service-delivery tools, procedures, resources, or other program materials.
- Experience developing and maintaining collaborative relationships with community organizations, government stakeholders, training providers, employers, and other service partners.
- Excellent leadership, interpersonal, cross-cultural, facilitation, written, and verbal communication skills.
- Strong organizational, analytical, decision-making, problem-solving, and time-management skills, with the ability to respond effectively to changing priorities and operational demands.
- Strong computer proficiency, including the ability to work effectively with program databases, data-tracking and reporting systems, and standard office productivity applications.
- Demonstrated ability to exercise sound judgment, maintain confidentiality, and manage sensitive participant and employee matters professionally and appropriately.
- Ability to work independently and collaboratively as part of a management and multidisciplinary program team.
- Ability and willingness to work a flexible schedule, including occasional evenings or other hours as required to meet program and operational needs.
Other requirements
- A satisfactory Vulnerable Sector Police Check (completed when offer is made)
Important Notice to Job Applicants
We strongly advise all applicants to apply for positions only through official and verified channels. Please ensure you are using legitimate links - either from our official website or trusted job platforms. Avoid third-party links or unsolicited messages and never share personal or financial information outside of secure, authorized application portals.
Polycultural reserves the right to post internally and externally.
In support of persons with disabilities, Polycultural asks job applicants with disabilities who require accommodation in the recruitment and selection process, to please advise Human Resources, if contacted for an interview/testing, so that suitable accommodation can be arranged. (In compliance with AODA, 2005, Integrated Accessibility Standards). If you require assistance in sending your resume due to a disability, please contact Human Resources directly.
We thank everyone for their interest in Polycultural; however, only those selected for an interview will be contacted.
Polycultural Immigrant & Community Services hires based on merit and is committed to employment equity.
No phone calls please.
