Supervisor, Quality Assurance & Integration (Community Services)

The Role

Supervises quality assurance programs to support service areas (housing, children’s, employment, income support) in meeting legislated, departmental, and corporate standards and commitments. Exchanges information with community partners to support service delivery. 

Duties/Responsibilities

• Supervises program facilitators, quality specialists, an appeals officer, and administrative staff. Organizes work assignments, leads recruitment, arranges vacation coverage, and provides program direction to staff reporting to other managers, as required. Assists to administer contracts with consultants, community agencies, and businesses for the provision of training and program development.
• Supervises the development and coordinates implementation of new/ amended programs, training, initiatives, and business processes in response to policy and legislation changes. Works with service area managers to ensure legislation/ requirements are incorporated into internal processes.
• Supervises/ conducts evaluations and audits to ensure information, programs, and services meet legislation, standards, and service area requirements, and staff compliance with same. Recommends corrective actions and continuous improvements. Provides reports, and develops proposals and recommendations for service enhancements. 
• Leads communities of practice to support expertise, knowledge exchange, and best practice in integrated service delivery. Provides oversight of professional practice standards, and identifies/ facilitates alignment with departmental values/ standards. Facilitates team meetings and provides individual support.
• Participates on committees and represents the Department with community agencies, educational institutions, municipalities, and other organizations to discuss issues, exchange information, and facilitate service delivery. 
• Resolves complaints escalated from staff as it relates to service and data issues.
• Has a p-card and authorizes purchases for program resources. 
• Advises on and directs the issuance of discretionary and mandatory benefits provided under Provincial legislation. 
• Coordinates programming with other supervisors (e.g., vacation schedules, training, communities of practice, orientation). Advises management regarding policy interpretation, development and training programs, services, and related issues. Consults with management and staff regarding program-related issues. Consults with Manager regarding liability issues and concerns.
• Consults with Ministry staff regarding programs and service delivery. 
• Performs related duties, as required.

Knowledge, Skills, and Abilities

• Knowledge of policy and program development, quality assurance concepts and approaches, training, adult education, curriculum design and evaluation, group facilitation, coaching, and mentoring, normally acquired through a university degree in a related field, plus progressively responsible related experience.
• Knowledge of and ability to comply with policies, procedures, related legislation (e.g., social assistance, disability support, health and safety, employment insurance, privacy, audit, housing, children’s services), and collective agreements.
• Research, analytical, problem solving, and continuous improvement skills to conduct needs assessments; and plan, research, develop, coordinate, and implement programs, initiatives, policies, procedures, and practices. Project management skills to lead process improvement projects to support the Department’s service philosophy.
• Knowledge of technology-enabled service delivery. 
• Human relations, leadership, and communication skills to supervise, train, develop, motivate, and support staff; work collaboratively with staff and management to share information, monitor service delivery performance, identify deficiencies, facilitate training and implementation, ensure policy, legislation, and standards are understood and applied, and promote practices/ changes that will improve performance; develop and maintain relationships with community partners; conduct presentations; and participate as an effective team member.   
• Ability to write training programs, policies, procedures, business processes, proposals, evaluation tools, and reports.  Ability to read and interpret legislation, regulations, policies, procedures, contracts, reports, and documents. 
• Computer skills with ability to use software such as Microsoft Office, provincial databases, and other related systems.
• Ability to implement and monitor compliance with the Departmental vision and philosophy for integrated customer service delivery within the division, across divisions, across departments, and within the broader community.
• Ability to travel within Waterloo Region. 
• Ability to support and demonstrate the Region’s values.