Director, Data And Digital Strategy

211 is a free and confidential service that easily connects people to the critical social and community supports they need. Whether it is access to mental health support, financial assistance for those facing job loss, or programs for seniors, 211 is here to help all Ontarians, no matter their location.Available 24 hours a day, in more than 150

languages by phone, chat, text and web, 211 makes it easy for Ontarians to quickly access the complex network of government services and community programs they need for their unique situation.

Ontario 211 Services acts as the coordinating body for 211 in Ontario, working closely with a network of Information & Referral service partners to steward the delivery of 211’s System Navigation, System Mapping and System Design functions. The 211 Ontario system works collaboratively to develop local and provincial partnerships with government, service providers, and United Ways across the province.In addition, Ontario 211 Services works closely with United Way Centraide Canada and 211’s across the country to advance our system nationally.

We are currently seeking a knowledgeable and confident technology leader to join our senior management team as a Director, Data and Digital Strategy at this pivotal time in our history. The awareness and perceived value of 211 as a critical resource for Ontarians has never been higher and the opportunities for growth and impact are increasing at a rapid pace, along with an explosion of technological changes that are impacting the way services are delivered. The Director of Data and Digital Strategy will work side by side with senior management at O211S, with the 211 service partners in Ontario, as well as with partners and key stakeholders across the province to oversee our digital transformation.

Position Overview:

The Director, Data and Digital Strategy for Ontario 211 Services is a senior leadership position, working closely with the Executive Director and Board of Directors to help shape and enhance the provincial infrastructure and database that supports service delivery and stakeholder engagement.The Director, Data and Digital Strategy is responsible for ensuring the efficacy and security of the digital platforms that are used by 211 staff and by 211 clients, ensuring that solutions are co-designed with the people using them.

The person filling this role is expected to be mission-focused, strategic, and collaborative leader with experience in overseeing digital transformation and automation efforts in complex operating environments.

The Director, Data and Digital Strategy must be a leader who has experience and knowledge in existing and emerging IT solutions, an ability to engage users in solution design and enhancement, and an ability to make strategic recommendations to the Executive Director and Board based on best practice and user input.

Responsibilities

PLANNING/STRATEGY

·Assist with the development of an overarching Data and Digital Strategy for 211 in Ontario

·Develop an operational plan to implement changes to infrastructure and processes based on the approved Data and Digital Strategy

·Assist with/oversee the development of data insights strategy (Business Intelligence)

·Identify opportunities for collaboration/partnership with others in the Human Services Navigation space

·Develop mechanisms to continuously seek input from users on the 211 Ontario suite of tools (internal/staff, clients, decision makers)

INNOVATION/PARTNERSHIP DEVELOPMENT

·Participate in the development of an Innovation Hub model for 211 in Ontario and nationally, working closely with network partners and O211S Management team and Board

·Identify and oversee projects to assess opportunities for use of AI and automation in 211 service delivery processes

·Work closely with current or future partners in the system navigation space to explore opportunities for system integration and data sharing

MONITORING/ACCOUNTABILITY/CYBER SECURITY

·Monitor performance of IT vendors through contract negotiations and regular performance reviews (SLAs, system performance, Cybersecurity and Data Privacy, system enhancements, user support)

·Assist with the development of contracts and when appropriate seek legal advice.

·Develop and implement O211S Cybersecurity and Data Privacy Framework in collaboration with O211S staff and Board, 211 service delivery staff, and with current and new IT vendors

·Oversee internal training and ongoing monitoring for user-related threats and risks

FINANCIAL

·Participate in the development and review of the O211S annual budget. Attend Finance and Audit meetings when appropriate.

·Responsible for overseeing the Technology budget for O211S

·Ensure appropriate billing of technology/usage costs to non-211 project sources

·Assist with the development of budgets for grant applications as appropriate.

Qualifications

• Bachelor’s degree from a Computer Science or Data Science program or a combination of education and relevant employment experience.

·Minimum of 5-10 years successful and progressive experience in digital transformation efforts in a professional capacity, preferably in a non-profit or contact center environment

·Proven success in change management, finances/budgeting, contract management and procurement, and performance management/quality assurance measurement

·Ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment.

·Able to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary

·Ability to maintain high level of confidentiality and diplomacy

·Excellent interpersonal relationship skills

·Collaborative spirit and strategic vision

·Advise and mentor management team and foster staff development

·Excellent analytical, problem solving and conflict resolution skills

·Strong oral and written communication skills

WORKING CONDITIONS:

Our team is currently 100% remote. Most meetings are conducted via Teams, both within our own staff team and with our partners in the 211 system. From time to time, we meet in Toronto (less than 5% of working time) at an office walking distance to Union Station.

At least 50 % of the Director’s time will be spent engaging with sector partners, service delivery partners, vendors and other stakeholders.

Our offices are closed between Christmas and New Year – staff are paid for those days in addition to vacation and sick day allotments.

SALARY RANGE:

Current range for this new position is between $90,000 and $110,000 per annum, plus a 5% RRSP contribution.

Diversity, Equity, and Inclusion

Ontario 211 Services hires based on merit and is strongly committed to diversity and equity within its community and to providing a welcoming and inclusive workplace. It especially welcomes applications from Black, Indigenous and People of Colour, women, persons with disabilities, people of all sexual orientations and genders, and others with the skills and knowledge to productively engage with diverse communities.