Manager, Facilities

Job Description

Job Purpose

The Manager, Facilities is directly responsible for safe and high-quality operations, performance and maintenance of New Dawn’s residential and commercial buildings and properties.

The Manager hires, assigns, oversees, supports, and develops New Dawn maintenance staff who execute frontline repairs and maintenance of New Dawn buildings.

The Manager supports organizational decision making by providing data, perspective and input when evaluating and pursuing the development and acquisition of assets. They are responsible for optimizing the operations and financial performance of each property, continuously looking for both process and property improvements.

Thorough documentation is a crucial aspect of the role ensuring that all relevant and required documentation is complete, accessible, and updated regularly. This includes but is not limited to keeping records of properties, repairs and maintenance, adherence to OHS policies, tenant information, inspection checklists, turn-over checklists, deeds, surveys, leases, and hazardous materials protocols.

New Dawn owned and operated properties currently include:

• Pine Tree Park (PTP)
• Supportive Housing for Individuals with Mental Illness (SHIMI) (various locations)
• Island Folk Cidery (52 Nepean Street)
• New Dawn Centre (37 Nepean Street)
• Eltuek Arts Centre (170 George Street)
• Abbey Ridge Youth Supportive Housing (multiple locations)
• Eleanor’s Court (Rapid Housing Development)
• 714 Alexandra Street (Family Place Resource Centre)
• Miscellaneous lands and properties.

The Manager is responsible for obtaining and keeping current building and development permits for new and existing properties. The Manager prepares, consults with building professionals (contractors, engineers, etc.) as needed to ensure permits are secured, posted, and filed in the property’s records.

Duties and Responsibilities

Property Operations:

• Plan for annual operations, budgets, improvements, and outcomes.
• Provide stewardship and take pride in spaces, relationships, facilities, operations.
• Ensure the safe, efficient, responsive operation of all New Dawn properties.
• Provide input and information for building related funding applications.
• Communicate with staff, tenants and stakeholders in an intentional, attentive, responsive, thorough, and professional manner.
• Reflect the New Dawn vision, mission, and values and contribute to New Dawn’s positive community reputation.

Human Resources Management:

• Lead with compassion, integrity, and excellence.
• Ensure efficient and effective scheduling of properties crew.
• Manage the activities, performance, and development of properties maintenance employees.
• Positively model leadership for maintenance team.
• Develop and deliver bi-annual performance reviews of all employees.
• Address employee issues and concerns by maintaining pro-active and responsive employee relations to achieve a high rate of employee satisfaction and performance.
• Plan, schedule, and deliver relevant training for employees and other New Dawn staff (when related to properties) as required.
• Update, develop and evaluate policies and procedures relevant to facilities management and maintenance service provision.

Documentation and OH&S:

• Draft, implement and communicate an annual repair and maintenance plan to employees, contractors, and tenants as applicable.
• Design, improve, and troubleshoot, properties and maintenance requests.
• Complete and update applicable documentation such as policies, inspections, turn-over checklists, etc.
• Serve as an active member and permanent co-chair of the New Dawn JOH&SC.
• Plan and facilitate all aspects of the New Dawn Enterprises Occupational Health & Safety Program (i.e. bi-annual Fire Drills).

Software Management:

• Ensure comprehensive records for all properties and tenants are documented within the software platform (currently Yardi Breeze).
• Ensure all R&M is logged in detail in the system (as record of property R&M).
• Provide orientation and instruction on use for new staff, as needed.
• Ensure all requests for service are processed through the software.
• Ensure employees use the software efficiently and properly.
• Generate quarterly and annual reports as needed or upon request by Senior Management.

Financial Management:

• Evaluate prior year budget, identify revenue, and expense improvements.
• Plan and implement rent increases for all commercial and residential tenants as required (i.e. January 1, annually).
• Annual inspections of all buildings, facilities, and units with written reports on condition. Inspections to identify deficiencies, opportunities for improvement, and efficiencies.
• Develop and implement planned maintenance program for all properties, units, service lines and infrastructure, and special projects (public art, solar arrays, Pine Tree Park green space, etc.)
• Review monthly financial statements, identify and address expense anomalies.
• Ensure comprehensive insurance coverage is always in place and active for all buildings, facilities, and properties.
• Co-lead the renewal of insurance policies for New Dawn properties.

Tenant Relations:

• Pursue excellence in high-quality and safe tenant service.
• Maintain and keep updated tenant files including email and cell phone data in the software system, and keep an accessible list (paper, SMS, phone tree, etc.) in case of emergencies to coordinate emergency services and support.
• Provide full onboarding process and documentation (forms, handbooks) for all tenants. Ensure relevant information and documentation from onboarding is completed thoroughly and accurately shared with interdisciplinary team to ensure prompt service delivery.
• Provide tenant/building-specific orientation to all employees and contractors upon hiring and initiation of service.
• Conduct inspections before and after tenants leave and begin leases.
• Maintain consistent communication with tenants throughout the R&M process, during outages, and prior to weather events, and any major construction.
• Review maintenance documentation and records of service on a weekly basis.
• Prioritize relationship management with tenants by providing exceptional service including communicating, addressing, and documenting all complaints or concerns brought forward.
• Develop, execute, and evaluate findings of bi-annual tenant experience surveys.
• Respond to all complaints with corrective solutions through investigation, discussion, and monitoring with organizational leadership to protect clients, staff, the organization, and others.

Contractor Management:

• Function as the first point of contact for contractors and service vendors (i.e. landscaping, phones/internet, fire alarms and extinguisher testing/repair, HVAC issues, etc.)
• Coordinate RFP processes for new contractors and vendors including draft and execution of tenders and contracts.
• Monitor contracts, timelines, and budgets for projects.
• Ensure contractors execute their responsibilities on time, budget and to completion.
• Trouble-shoot issues arising with contractors.
• Ensure excellence in systems analysis and functioning in commissioning phase.
• Close out contracts upon completion or expiry.

Property Acquisition and Disposition:

• Gather required information for due diligence as buyer or seller.
• As buyer, ensure appraisal, inspection, and capital plan costing estimates.
• As seller, collaborate with realtor to understand information requirements of seller.

Building Technology:

• Responsible for all building technology, including security cameras, secure access, and internet.
• Ensure passwords and system information is up-to-date and accessible.
• Work with external contractor(s) to ensure safe, fast, modern internet and security systems.
• Ensure tenant and staff are aware of system use and have fobs/keys for building access.

Other Duties and Responsibilities:

• Participate in internal team meetings as required.
• Look for potential improvements and help implement solutions.
• Maintain quality, safety and confidentiality of employees, clients, and volunteers.
• Maintain professionalism, tact, diplomacy, portraying New Dawn in a manner with its values and vision.
• Update job knowledge by participating in educational opportunities, engaging in professional networks, and participating in professional organizations.
• Respond to the needs of others with effective communication, mutual respect, and consistent follow through to build trust and workplace relationships.
• Promote the mission and values of New Dawn both internally and externally.
• Other duties as assigned by management.

Qualifications

• Post-secondary education in a related field
• Three (3) to five (5) years’ experience in a management role
• Valid and up-to-date Criminal Record Check
• Valid and up-to-date CPR/First Aid Certification
• Current Child Abuse Registry Check
• Experience in the operation and maintenance of buildings
• Experience in budget development, strategic planning, and financial management
• Effectiveness in the areas of construction safety and productivity
• Knowledge of local, provincial, and federal workplace regulations, ordinances, and legislation
• Compassion and empathy
• Experience working with and advocating for vulnerable populations
• Ability to work independently, as part of a team, and with guidance from others
• Exceptional attention to detail
• Exceptional verbal and written communication skills
• Ability to work effectively with others; to work together towards a shared goal
• Highly organized and ability to work well under pressure
• Proficiency with Microsoft suite of programs and application
• High level of integrity, confidentiality, and accountability
• Understands servant leadership and community-focus as central to the work

Work Conditions

• 24/7/365 availability to respond to emergency situations
• Travel to multiple sites
• Safety equipment required for work (i.e. steel-toed safety boots, safety glasses/goggles, etc.)
• Hazards associated with the trade
• Work both indoors and outdoors
• Exposure to construction sites, at times loud
• Ability to attend and conduct presentations
• Interact with management, colleagues, and the public
• Overtime as required