Manager, Quality Improvement And Change Management 2023-270-Cp

Employment Type:

Full-time, Non-Bargaining Unit

Work Hours:

35 hours/week

Work Setting:

Hybrid – Opportunity to Work Remotely after Orientation & Training Period

Application Deadline:

June 6th by 11:59 pm

Program Overview – Office Of The VP, Community Programs

WoodGreen Community Services is a non-profit organization dedicated to helping people overcome poverty, social isolation, and other barriers to success. We are currently seeking a Quality Improvement and Change Management Manager for our Community Programs department. This role will be responsible for providing staff development and quality improvement support to our community programs, including our financial empowerment programs, employment programs and services, newcomer services, and skills training programs.

What You Will Do

• Help program teams to create and implement program and staff level accountability and performance measurement systems.
• Review current processes and analyze client flow data to support prioritization of improvements to service delivery, service integration and standard operating procedures.
• Work with unit leaders to identify change management and culture building priorities and establish a unit framework and workplan to support progress of these goals.
• Provide training and resources to staff to help them engage clients in a respectful and culturally sensitive manner.
• Conduct regular client satisfaction surveys to gather feedback on program effectiveness and identify areas for improvement.
• Collaborate with community partners and other stakeholders to engage clients in broader advocacy efforts aimed at improving program outcomes.
• Collaborate with program managers and other stakeholders to establish unit level professional development and staff engagement approaches and support teams in the implementation process.
• Maintain updated knowledge of sector’s trends, innovative activities, best practices, and internal observation of staff performance to review/revise staff development and quality improvement plans.
• Provide coaching, mentoring, and support to staff to enhance their skills and abilities in change management.
• Advise and support in the development of client advisory committees or other formal mechanisms for involving clients in program planning and decision-making.
• Use social media and other digital tools to engage clients and solicit feedback on program effectiveness.
• Develop and implement a unit level Quality Assurance framework and monitoring process.
• Design the quality improvement initiatives to incorporate the voice of the clients and are in alignment with strategic priorities and performance objectives of the unit and the organization.
• In alignment with organizational initiatives, develop and implement strategies to enhance staff engagement, retention, and performance.
• Develop a unit level quality improvement framework to support the alignment and coordination of projects across the unit.
• Support the program evaluation of the Newcomer Wellbeing Program to assess program effectiveness, identify areas for improvement, and develop action plans to address any issues.
• Ensure compliance with all relevant regulations, policies, and standards.
• Support programs with the methodology, expertise and processes of identifying, developing and implementing quality improvement initiatives to ensure that teams are equipped to meet or exceed sectoral service standards.

What You Bring To The Team

• Minimum of 5 years of experience in staff development and quality improvement in a community services setting.
• Bachelor's degree in a related field (e.g., quality improvement, education, social work, human resources). Master's degree preferred.

What Will Set You Apart

• Additional certification or training in Change Management, Quality Improvement, Lean Six Sigma is a strong asset.
• Strong analytical skills, with the ability to analyze data and identify trends.
• Knowledge of change management, program evaluation methodologies and quality improvement frameworks.
• Demonstrated ability to work effectively in a team environment.
• Excellent communication skills, with the ability to communicate effectively with staff at all levels.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Strong leadership skills, with the ability to motivate and inspire staff.
• Knowledge of relevant regulations, policies, and standards.

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