DIRECTOR, STRATEGIC PARTNERSHIPS & CLIENT SERVICES

at  Nucleus Independent Living

SPECIFIC ACCOUNTABILITIES

• Recommends changes to current programs and development of new programs aligning with business strategy and the Ontario Health team Model of Integrated Care and assists in developing related business cases.
• Accountable for two regional programs, Central Registry and the Regional Learning Centre including strategy development, and implementation
• Recruits, selects, orients and leads training for all client-facing and related administrative staff.
• Advises and counsels staff by providing feedback and suggesting a course of action in day-to-day program delivery.
• Monitors Client Services’ statistical and fiscal targets and takes corrective action when targets are under/over budget.
• Provides ongoing reporting to Leadership Team and funders on a monthly, quarterly, and annual basis.
• Evaluates programs and services and acts to improve operations.
• Develops, organizes, and analyzes consumer satisfaction surveys and makes recommendations for change as necessary.
• Analyzes data collected on consumer complaints, adverse event reports, medication errors, etc. and implements mitigation strategies as required.
• Implements applicable legislation changes affecting client service programs informs staff of these changes.
• Provides direction in development of policies, procedures, systems, and tools to improve service delivery for client service programs.
• Provides immediate crisis intervention for clients and staff by communicating with clients and staff and deciding on course of action to mitigate risk
• Works with the Leadership team and reorganizes staff as required to meet agency performance objectives.
• Develops, implements, and monitors an emergency preparedness plan for the client service programs recommends changes where necessary.
• Communicates with partners and funders by attending meetings on program planning, program evaluation, information sharing and networking.
• Sets performance targets, performance indicators and staffing requirements for client service programs and for new as well as existing programs.
• Provides input to developing fiscal targets for the new programs by calculating direct service delivery expenses.
• Promotes the work of the Occupational Health and Safety Committee.
• Maintains knowledge, observes, practices, and enforces appropriate procedures regarding Fire, Safety, Quality and environmental standards.
• Takes the lead on consumer health & safety initiatives.
• Promotes a culture of employee experience with and equity, diversity, and inclusion focus.

REQUIREMENTS

• Bachelor’s degree in Business, Health Administration or another related field.
• Minimum to seven to ten years’ progressive leadership experience.
• Strong understanding of the needs of vulnerable populations including adults with physical disabilities, frail seniors, and seniors with dementia.
• Demonstrated understanding of operational excellence, quality improvement, change management and service innovation with expertise in utilizing quality improvement tools.
• Advanced knowledge of data management, statistical analysis, and data visualization.
• Strong attention to detail and effective project management and negotiation skills.
• Leadership style that supports a learning environment and competencies consistent with position level.
• Working knowledge and application of relevant legislation and Policies including HIPPA, ECFAA, People’s Healthcare, Home and Community Care Act, Assisted Living Policy, Attendant Outreach Policy, etc.
• Demonstrated knowledge in enterprise risk management frameworks, insurance management process, claims management, contracts/agreements, and the IPC.
• Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgement, critical thinking, and decision-making skills.
• Ability to work effectively with a diverse team and across departments and the organization.
• Familiarity with emergency preparedness, incident management, and pandemic planning in Ontario.
• Flexible, self-directed, and able to work effectively with minimal supervision.
• Demonstrated initiative and adaptability; able to prioritize conflicting demands and work within tight timelines.
• Excellent computer skills.

Reporting to the Chief Executive Officer and in collaboration with the Leadership Team, including the Chief Operating Officer, the Director, Strategic Partnerships & Client Services is accountable for the clinical and administrative direction of all client service programs within the strategic and business operating plans of the organization.