Job type: Temporary

Job Title:                    Manager, Service Excellence

Status:                       Full Time, Temporary

Contract Length:       13 Months

Union:                        Not Applicable

Location:                    Toronto, Primarily the West End

Schedule:                   40 Hours per week. Monday to Friday

Department:               Service Excellence & Innovation

Supervisor:                Vice President, Service Excellence & Innovation

Salary Scale:             $68,034 – $81, 236

 

In partnership with clients, staff, and other areas of Bellwoods, the Manager of Service Excellence is accountable to ensure support services are delivered in alignment with Bellwoods values, policies, and achieves expected performance and outcomes.  The Manager of Service Excellence provides leadership and direct oversight of the Support Service Supervisors and Service Coordinators ensuring day to day operations are performed efficiently, effectively and safely.

In addition, the Manager, Service Excellence is responsible for identifying, planning and implementing policies, procedures and projects aimed at improving the overall quality, experience and culture of Bellwoods.  Duties include, but are not limited to: training and orientation of SSW staff, Support Service Supervisors, and/or Service Coordinators; providing guidance and problem solving for operational issues; providing Bellwoods leadership with insight, information and recommendations on operational changes necessary to move the organization toward achievement of our mission and vision; ensuring all services are provided in alignment with legislated requirements, service agreements, lease agreements and ensure expected performance and outcomes.

 

Position:                   

  • Develops tools, process documents, and templates to support the support service team in executing their roles and responsibilities within expected organizational standards.
  • Documents all interactions, investigation outcomes, decisions or processes in adherence with organizational standards, privacy legislation and confidentiality requirements.
  • Oversees the development of site, client and staff schedules in accordance with Bellwoods scheduling practices and ensuring resources are allocated equitably and in alignment funding and performance target requirements.
  • Accountable for the quality, performance and outcomes of their assigned support service team.  Completes and contributes to report submissions as required or requested by program leadership, the Board or Bellwoods funders.
  • Lead and/or participate in projects, conduct regular program evaluation activities and support the development of new programs and services.
  • Oversees community councils and staff engagement activities throughout their assignment support teams (for example, community councils, staff huddles, staff meetings and town halls).
  • Member of the Quality and Risk Council and other committees/project teams as assigned, either internally or externally, including the Joint Occupational Health and Safety Committee, Labour Management Committee etc.
  • Develops, maintains and participates in after-hours rotation coverage model to meet operational and emergency needs outside of regular administrative business hours.
  • Provides support, oversight and performance feedback to assigned staff in accordance with HR policies and organizational requirements.
  • Ensures resource allocation and effective utilization of staff, including maintaining oversight of workloads and auditing performance for compliance to organizational policies and professional standards.
  • Prepare and monitor reports in Alayacare or other systems to review and synthesize data relating to key performance indicators (KPIs).
  • Analysis of operational reports to identify gaps, trends, performance issues and/or highlight achievements. Recommend solutions and strategies to address identified trends in the data to VP and senior leadership.
  • Preparation and timely submission of monthly reports and other administrative forms/reports/presentations) as requested or required by the VP, Service Excellence and Innovation.
  • Responsible for the development of an annual work plan for the provision of client service, identifying expected results and resources required. This work plan is a recommendation to the VP for inclusion in the organizations overall work plan.

Qualifications:          

  • Bellwoods is a service provider covered under the Home Care and Community Services Act. The successful applicant is required to provide proof of the two dose COVID-19 vaccine.
  • Applicants must declare whether a) a family member is assigned to work at the same physical location and/or b) whether the position will be reporting to a family member as outlined in HR Policy, Restrictions- Family Members (HR-B4-01)
  • Legally entitled to work in Canada.
  • Education in a health-related field, baccalaureate level preferred. A regulated health professional degree is considered an asset.
  • Additional training or equivalent work experience in managing the provision of direct service in a community health care environment.
  • Experience working with adults who have a physical disability, required.
  • Knowledge and skills in program design, evaluation & implementation, preferred.
  • Excellent interpersonal skills and communication skills – able to effectively utilize relevant computer software programs
  • Able to meet the physical demands of the primary position functions
  • Working knowledge of health and safety regulations, privacy legislation, home and community care service regulations/policy guidelines and experience managing unionized staff (knowledge of collective agreements and labour management considered an asset).
  • Demonstrated ability to synthesize, analyse and utilize data to demonstrate program outcomes, adjust service delivery models, inform decision making, and compose reports/presentations for various stakeholders.
  • Demonstrated staff development and training skills – ability to lead, manage and support staff performance and promote a positive work culture

Status:                       Part Time, Contract

Weekly Hours:           24 hours/ week

End of Contract:       March 31, 2022

Union:                        Not Applicable

Location:                    300 Shaw St, Toronto.

Schedule:                   24 Hours per week. Monday to Friday

 Department:               Transition & Special Projects

Supervisor:                Director, Transition & Special Projects

The successful candidate will join an already established multidisciplinary team focused on transitioning clients from homelessness, hospital/reintegration care units with no discharge destination or precarious/temporary housing to permanent, sustainable housing options, while also providing them with the tools to maintain that housing (budgeting, relationship building) and work on stabilizing health, improving social connections and helping them focus on other goals such as volunteerism, education and/or employment.

The Role:

This is an exciting opportunity for a motivated individual who enjoys working in a fast paced, team-oriented environment that requires creative problem solving and a dedication and focus on client success through optimization of housing and independent living skills. Based out of our Shaw Street RCU/supportive housing (SH) site and reporting directly to the Director, Transition and Special Projects, the Housing Worker will be responsible for facilitating the finding and securing of appropriate housing opportunities for HLS program participants.  To achieve these, the position involves:

  • Working with the successful program candidates and their support network on developing a client specific action plan for searching for and securing sustainable housing in the city of Toronto and surrounding area.
  • Under the direction of the HLS Community Coordinator carrying out activities directly with clients to support the achievement of their housing goals. This includes completing referrals and connect clients to supports that that empower them to move beyond vulnerability and marginalization into sustainable, long-term living situations that support the client’s ability to be self-sufficient in the community.
  • Developing a strong working relationship and evolving a network/resource list with housing community partners including: housing support agencies; landlords; boarding home providers; support agencies; supportive housing programs; ODSP; etc.
  • May include a strong advocacy role with landlords on behalf of clients.
  • Clear and accurate documentation of all activities in the client chart.
  • Performing administrative duties such as preparation of reports, committee participation and providing input into policy and procedure development.
  • Participation in program development including updating and evaluating of tools (forms, computer programs) that facilitate the work, as appropriate

Requirements:

  • Bachelor degree or diploma in social services or related field
  • Two (2) years of direct experience in providing housing help and/or information and referral services in the housing field
  • Strong communication skills including advocacy and negotiation required.
  • Experience with developing a therapeutic relationship, and an ability to come to
    agreement with clients on goals/priorities while respecting their autonomy is an asset
  • Experience working with homeless/street involved individuals, psychiatric survivors, tenants, and landlords.
  • Excellent understanding of Harm Reduction, Housing First, and Social Determinants of Health models.
  • Creative and willing to explore unique solutions to meet diverse client needs
  • Experience with person-directed planning, goal development and implementation of goal directed plans is required.
  • Experience and demonstrated knowledge of working with diverse communities is required.
  • Knowledge of resources for vulnerable, homeless, and low-income singles and families.
  • Knowledge of issues and barriers faced by vulnerable, homeless, and low-income singles and families with demonstrated problem solving and facilitation to create teams around individuals
  • Excellent administrative, documentation, and computer skills.
  • Ability to work independently as well as within a multidisciplinary team, multitask and set priorities
  • Ability to travel to multiple work/assessment sites is essential

This position offers a rewarding challenge for a qualified, highly motivated individual to more fully develop and broaden their skills and scope of responsibilities within a leading community health provider organization whose vision is a “future where barriers do not exist”.

Bellwoods is committed to inclusive and accessible recruitment practices for applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disability Act (AODA). Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.

Job Title:                               After Hours Coverage Coordinator

Status:                                   Part-Time

 Union:                                    Not Applicable

Location:                               Remote

Minimum Hours:                20 Hours per week

Schedule:                               Rotating Schedule

          • M-F 6:00 am to 8:30 am
          • M-F 4:30 pm to 12:00 am
          • Sat-Sun 6:00 am – 3:00 pm
          • Sat-Sun 3:00pm -12:00 am

Department:                         Scheduling

Supervisor:                            Manager, Service Excellence

Duties:

  • Ensure that calls from staff related to coverage request changes due to illness or other unplanned circumstances are addressed, with replacement coverage sourced and secured with minimal disruption to scheduled client support services;
  • Respond to scheduling inquiries from clients;
  • Ensure that all vacancies in the service schedule are filled in a timely manner;
  • Primary liaison with purchase of service agencies as may be required;
  • Escalate emergency related calls, as required, to the on call Supervisor;
  • Maintain the scheduling software and related booking availability data in an accurate and timely manner based on the needs of clients and staff.

Requirements:         

  • Completion of post secondary or equivalent education in relevant social service, administrative or business applications is required;
  • Previous data entry experience along with a good working knowledge of computer software such as, but not limited to, Word & Excel is essential;
  • Excellent organizational skills, attention to detail as well as the ability to take initiative required;
  • The ability to communicate effectively and establish rapport with staff and a wide variety of clients is essential;
  • Previous experience working with adults with physical disabilities ideally within the community setting is preferred;
  • Previous scheduling experience an asset.

This is a great opportunity for a qualified, highly motivated individual looking to broaden their scope of responsibilities and more fully utilize their skills in a management role within a leading healthcare sector organization.

Bellwoods is committed to inclusive and accessible recruitment practices for applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disability Act (AODA). Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.