City : CAN - ON - Toronto Region-Etobicoke

Category : CHW-Community Support Services

Industry : Civil and Social Organizations

Employer : Canadian Red Cross

Title: Manager-Community Health and Wellness

Employee Working Location: Office/In-person (Toronto, ON)  

Employment status: Permanent full time

Salary band: $65,325 - $81,656/year

The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 - is seeking a Manager-Community Health and Wellness to join its team.  

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.   

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.   

The incumbent will be responsible for administration of the Community Support Services by ensuring that service standards and procedures for client services are met through supervision and Quality Management (QM) and Risk Management policies and practices and that all clients receive the best quality customer service. The Program Manager monitors program efficiencies and develop and implement strategies to improve the operational and financial sustainability of Community Support Services. 

The Manager is responsible for managing the planning, coordination, organization, and compliance with Ontario Health and Ministry of Health regulations as it relates to the CSS programs.  The role involves ensuring programs and services comply with applicable legislation, to facilitate a safe, and a secure environment for all program staff, volunteers, and clients.  This position works closely with the Finance, Quality and Risk Management, Occupational Health and Safety and Operations teams to ensure quality service for Ontario Health and Ministry of Health funded programs.

In this role, you will: 

Responsibility 1 – Operations

• Develop, assesse, analyse, plan, manage and evaluate the service delivery and intake functions of the Transportation program.
• Conduct program development based on emerging trends and issues to ensure responsiveness to address social, economic and demographic changes of the client base. Presents proposals to senior staff.
• Implement and maintain CSS services procedures, standards and driver requirements.
• Effective program management including but not limited to oversight of routes scheduling, scheduling of drivers, scheduling vehicles to optimize their usage, vehicle registration status and driver licensing requirements to ensure compliance with applicable legislation, effective fleet management etc.
• Through regular assessment, analyses and evaluates systems, manages the day to day operations of the departments to ensure seamless integration of service delivery and intake to reflect the service priorities of the region and respond to client needs to meet operational and customer service standards.
• Researche and develop new policies, procedures and guidelines to continue to enhance customer service and quality of the programs.
• Review service audits and administrative procedures in order to make improvement recommendations.
• Coach and support staff in problem-solving to resolve client complaints and concerns appropriately and in a timely manner; encourage team approach to problem solving and the development of practices to improve service functioning. 
• Oversee accurate record management, ensure accurate information and maintain confidential client files.
• In conjunction with program staff and respective community partners’ review information on clients and consult with other staff on case coordination as required; Refer clients to other health or social services when appropriate.
• Establish a system that ensures that volunteer, clients and drivers are handled in a customer friendly manner.
• Support the quality management framework by participating in process mapping, program audits, program evaluation, logic models and case statement development in conjunction with other departments.
• Develop, implement and monitor continuous improvement strategies to improve operational efficiencies and client satisfaction; Examine business decisions and assess impact to program clients, staff and volunteers

Responsibility 2 – Financial and Communications Management

• Direct and coordinate programs, services and operations, ensuring the successful implementation of Society Strategic and Operational Plans establishing and maintaining community linkages and networks.
• Manage the development and implementation of the annual operating, marketing and project plans and produce quarterly management reports; monitor operations for variance in plan and budgets and develop corrective actions; produce statistical reports and other correspondence and report as required by various funders; provide input into annual budget preparation and monitor program expenses; ensure follow up on all outstanding accounts
• Work in conjunction with other departments to Identify sources of funding, support, prepare and review Ontario Health, Ministry of Health, Trillium, Municipal and Foundations’ funding proposal submissions.
• Assist with the negotiation with OH and other funders and officials.
• Monitor program efficiencies and develops and implements strategies to improve the financial sustainability of Community Support Services.
• Monitor the financial results of each program and develop recommendations for the Field to improve net revenue increases (ie. Reduction in overall net expenses, distribution of  expenses within set budget).
• Participate in the development of budget guidelines.
• Actively participate on internal and external committees and in community functions (i.e. community advisory committees/boards, collaborative networks, workshops, job/health fairs, provider meetings).
• Attend ongoing meetings to develop and implement a co-ordinated approach to the CSS services in Toronto and GTA areas.
• Communicate regularly with funders and other service providers to discuss their satisfaction with service delivery, any concerns and case management issues.
• Represent Red Cross at funder meetings (eg. OHs, City of Toronto, Region of Peel, Region of York, United Way) as appropriate and required; participate in or leads community coalitions or projects.
• Promote program activities in the community through public speaking, marketing and public relations activities.
• Communicate regularly with funders and other service providers to discuss their satisfaction with service delivery, any concerns and case management issues.
• Establishe and maintains agency relations with referral and interfacing agencies to advocate on behalf of Red Cross, the client base, address system design, customer service support and inter‑agency service coordination.
• Provide staff support to various advisory committees, advising on issues to be addressed and develops corrective action implementation strategies.
• Maintain awareness of changes to related legislation and communicate with key program leads and Senior Management Group, as appropriate 

Responsibility 3 – Quality and Risk Management

• Ensure that service standards and procedures for client services are met through supervision and Quality Management (QM) and Risk Management policies and practices including incident management.
• Review QM issues and advise Director and staff of risk situations.
• Oversee development of quality monitoring tools, including benchmarking and process maps (workflows) for each program.
• Ensure that staff maintains appropriate and timely documentation of events and issues., especially accidents/incidents are reported and recorded according to established policies and practices of Red Cross
• Monitor client service with respect to adherence to standards and procedures and emergency policy issues. 
• Conduct audits to monitor adherence to policies and legislation and/or reviews service audits and administrative procedures in order to make improvement recommendations.
• Monitor client service with respect to adherence to standards and procedures and emergency policy issues. 
• Active membership on the CSS Continuous Quality Improvement (CQI) Teams
• Ensure compliance with appropriate infection prevention and control measures 

Responsibility 4 – Human Resources Management

• Manage and supervise program staff and volunteers.
• Ensure consistent and standardized human resources management.
• Develop appropriate staffing plans, where staffing needs are assessed on a regular basis; Assist Supervisor and Coordinators with recruitment efforts, in consultation with Human Resources (as required), complete the recruitment and selection process of internal office staff. 
• Monitor and conduct recruitment, training, supervision, evaluation and recognition of staff and volunteers according to Human and Volunteer Resource Management principles and practices in conjunction with other departments. Works together with staff and volunteers to problem solve and supervises conflict resolutions.
• Support Supervisors and Coordinators in the recruitment and selection of drivers and PAs, as required. Offer support and guidance to Supervisors in the effective management of drivers and PAs.
• Provide leadership and direction to staff to ensure that effective delivery of services and excellent customer service is maintained. 
• Approve training plans (In-services) for drivers and PAs. Evaluate training activities and recommend improvement changes, as required.
• Monitor and assesse internal office staff performance through the completion of probationary reviews and annual performance reviews and subsequently develop areas for improvement and coach staff to facilitate this improvement.     
• Respond to internal office staff performance concerns in a timely manner through investigation and follow-up, as required, with an appropriate Senior Management or Human Resources Representative.
• Ensure compliance with the HR policies and monitor and assist with the progressive discipline and performance management process.
• Facilitate an environment where diversity is valued through training programs and identify/remove systems barriers.
• Continually improve professional development (i.e. reading educational material, attending workshops and seminars). 

Responsibility 6 – Occupational Health and Safety

• Comply with and understands the Occupational Health and Safety legislation and practices.. 
• In consultation with the Corporate OH&S department, implements preventative Health and Safety programs
• Coordinate provincial implementation of OH&S requirements, Quality and Risk Management recommendations, to ensure legislative compliance and best practices are developed and adhered to
• Integrate volunteer resources within the job’s scope of responsibility. Adhere to implemented strategies to support social inclusion, justice and diversity in accordance with Society policies and procedures. Follow all policies and procedures as required to maintain a healthy and safe working environment.

What we are looking for: 

• The minimum qualifications for this job are diploma/degree in Community Development, Home Care/ Business Administration and between three to six (3-6) years of progressive job-related experience or an equivalent combination of education and experience.
• Proven ability to manage large projects using project management principles.
• Strong leadership and supervisory skills in resources and personnel management are an essential asset.
• Demonstrated ability to develop and sustain stakeholder relationships
• Demonstrated experience in program design and community development
• Excellent analytic and problem solving skills to develop strategies, identify gaps, and implement program solutions.
• Excellent verbal and written communication skills. 
• Interpersonal skills and sensitivity to interact effectively and build on-going relationships with diverse groups of volunteers, staff, and external partners.
• Excellent organizational, interpersonal and time management skills are essential with the ability to multi-task in a fast paced environment.
• Thorough knowledge of and experience in human resources management, unionized environment and related legislation is required;
• Knowledge of volunteer resource management principles and practice.
• Working knowledge of MS Office software application and computer database management is required.

Working conditions:  

• The majority of the work is performed in an environment which is clean and professional.
• May be required to work non-traditional hours, be on-call, and carry a cellular phone.
• Ability to travel between regional offices to organize/attend meetings
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information. 
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC). 
• At this time, the CRC has temporarily suspended our Covid-19 vaccination policy and does not require but continues to strongly encourage full vaccination of all our personnel. 

Qualified applicants are encouraged to apply as soon as possible - those who apply after the selection process has started may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.  

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential. 

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