Manager, Support Operations

Description

Reporting to the Director, Support Operations, the Manager, Support Operations will maintain a high level of service for individuals supported by Community Living Wallaceburg (the Agency) and their families, a safe workplace for our employees and volunteers, and develop and maintain strong community partnerships as well as exploring innovative solutions to meet Agency strategic priorities. The Manager will also be an active member of the Agencies Senior Leadership Group (SLG) and will be called upon to display creative problem solving and innovative thinking in order to help guide Agency services through transformational change.
The Manager is responsible for the operational management, including planning, organizing and directing their employee team consisting of Supervisors, Direct Support Professionals and administrative assets, as well as all other resources under their purview to ensure the efficient and effective provision of supports and services for individuals assisted by the Agency. The Manager will also be vigilant in risk management and work in compliance with all relevant, applicable legislation, and Agency policies and procedures.
RESPONSIBILITIES
1. Programs, Services and Supports:
• Support development, implementation and monitoring of strategic goals and operational plans of the Agency.
• Support the identification, planning, development, implementation and evaluation of delivery of services within the context of the Agency mission, vision and guiding principles.
• Promote and facilitate the efficient and effective use of systems that meet the needs of the individuals served through Agency departments which may include Accommodation Supports, Supported Independent Living, Community Participation, and Individual & Family Directed Support. Ensure that the provision of support for individuals and their families is consistent with Agency strategic priorities.
• Monitor and analyze the results of quality measurements and recommends solutions/changes to improve services and supports to individuals.
• Provide direction and support to Supervisory staff as they collaborate with professionals and subject matter experts to ensure all medical, behavioural, psychiatric and psychological needs of people receiving services.
• Investigate and respond to concerns/complaints from individuals, families, and other stakeholders regarding services.
• Provide regular and comprehensive reports to the Director, Support Operations regarding program successes, contentious matters, and program metrics.
2. Policy and Procedures:
• Ensure all service-related policies and procedures are applied consistently across all support areas and remain in compliance with the Social Inclusion Act, 2008, and other relevant and related Acts and regulatory requirements.
• Provide ongoing feedback to the Director, Support Operations regarding services related policies and procedures as well as participate in their development.
3. Leadership and Human Resources:
• Model the Agency values and participate in the creation of the desired organization culture.
• Actively and cooperatively engage with the DPC and others, providing timely approvals with regard to hiring, grievances, corrective action and dismissals.
• Within assigned departments, determine and monitor appropriate staffing requirements and the effective utilization of human resources; organize team assignments that meet the needs of persons supported; organize, manage and rationalize human resources within the parameters of the Collective Agreement, employment law, Agency policies, procedures and practices.
• Provide support and feedback for the implementation of workplace accommodations and return to work plans.
• Mentor and coach direct reports on policy, procedure and best practice.
• Prepare and conduct annual performance evaluations for direct reports and actively coach others with the development of performance and career objectives
• In collaboration with the DPC, support Supervisors with conflict resolution and grievances.
4. Administrative and Financial Management
• Under the direction of the Director, Support Operations, ensure the ongoing delivery of programs and services and within approved annual, fiscal, capital or budget allocations through the monitoring of expenditures.
• Effectively manage the allocation and usage of program resources.
5. Occupational Health and Safety (H&S)
• Take all reasonable precautions to protect the H&S of staff; ensure that equipment, materials and protective equipment are maintained in good condition; provide information, instruction and supervision to protect worker health and safety; and cooperate with the Joint Health and Safety Committee.
• Ensure all programs within scope of oversight remain in compliance with the Occupational Health and Safety Act, Workplace Safety and Insurance Act and Agency health and safety policies and procedures.
• Provide leadership and be a positive role model ensuring a supportive and safe workplace culture; work cooperatively with the DPC and other related staff while providing oversight to Supervisory staff to ensure the development, delivery and evaluation of workplace safety programs, learning and practices that remain current and in compliance with all regulatory requirements.
• Work collaboratively with SLG in the development, management and ongoing improvements of H&S practices and the review of H&S policies and procedures. 
6. Professionalism with Stakeholders:
• Represent the Agency in a positive and professional manner by participating on various internal and external task groups/committees in a way that clearly conveys the culture and philosophy of the Agency.
• Remain current and apply best professional and managerial practices; promote and personally operate with a high degree of integrity, maintaining sound ethical approaches to all elements of work.
• Nurture, build and sustain positive and respectful relationships with both internal and external stakeholders; achieve mutually beneficial gains through shared learning, individual and family engagement and service innovation.
• Collaborate with families and extended support networks in manner which is respectful of, and in keeping with, the wishes and best interests of people in service.
• Convene regular supervisory meetings.
7. Documentation and Information Technology
• Oversee departmental practices and strategies as well as the effective use of electronic and other data systems to collect, organize, and store information in collaboration with Agency IT service providers.
• Work, in collaboration with the Manager of Quality Assurance and Risk, to ensure all Agency documents, support plans, strategies, and other necessary information is collected and maintained in keeping with best practices and in accordance with all regulatory requirements.
8. Other
• As a member of the operational leadership team, serve on a rotating basis as the on-call Serious Occurrence Designated Authority.
• Be regularly available to consult with Supervisory staff and Emergency On-Call (EOC) to respond to matters of urgent need.
• Adapt working hours to respond to the needs of persons supported, Agency and community events.
• Adapt to changes from time to time in responsibilities and duties which may arise from the changing nature of the work to be done.
• Perform other duties as assigned.

Qualifications

QUALIFICATIONS Experience: • Minimum of four (4) years progressive supervisory experience within the Developmental Services or related sector. • Practical knowledge and application of Microsoft Office and an aptitude to learn and utilize other software programs as required (i.e. AIMS, Inclusion). • Social media/social networking recruiting tools and sites. Education: • Post-secondary education gained through a University Degree or minimum 2 year college diploma with specialization in Human or Social Services or related field of study. • Valid certificate in First-Aid, Cardiovascular Pulmonary Resuscitation (CPR) and Safe Management. Knowledge/Skills: • Demonstrated expertise in general aspects of human resources and labour relations, with the ability to interpret and implement relevant human resources legislation. • Ability to problem solve while exhibiting ethical standards, a high level of integrity, emotional intelligence, judgment, consistency, and logic when dealing with conflict and interpersonal relationship issues. • Ability to handle sensitive and/or private information with tact and discretion. • Ability to understand the business implications of decisions. • Knowledge of and commitment to the continuous improvement of organizational performance. • Ability and willingness to adapt to and work effectively within a variety of diverse situations and with diverse individuals or groups. • Motivated to take action on challenging goals to achieve high standards focused on outcomes. • Desire to serve the people the agency supports, co-workers, ministries, other agencies, community and/or government organizations. • Relationship and Leadership skills. • Organizational and time management skills. • Decision making skills.