Job ID: 56524
Job Category: Project Management
Division & Section: Toronto Shelter & Support Services - SPI Quality Assurance
Work Location: Metro Hall, 55 John St, Toronto ON
Job Type & Duration: Full-time, 1 temporary 12-month vacancy
Salary: $103,431.00 - $141,247.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 05-Sept-2025 to 12- Sept- 2025

JOB DESCRIPTION:

The Project Manager will lead activities related to assigned projects in the areas of customer service, continuous quality improvement, organizational/program performance management, operational research, and advanced data analytics for the Toronto Shelter and Support Services – SPI Quality Assurance section. Activities include developing/monitoring/executive project plans; collecting/analyzing/interpreting data; preparing reports/briefing notes/recommendations; designing and implementing training plans and materials; developing and leading change initiatives; engaging and negotiation with stakeholders including community partners, senior management; and managing assigned resources as required.

Toronto Shelter and Support Services – SPI Quality Assurance is seeking one Project Manager to join their project team to work on various projects, as required. Below is one of the projects that will be the focus of this position:

• Lead a feasibility study on developing a new, centralized customer service unit in TSSS.

The feasibility study would assist senior leadership to determine whether establishing a centralized team to respond to customer service requests and manage escalated complaints is the appropriate solution for challenges TSSS faces in this area. There are a number of complaint management activities that have taken place from last year and continue into 2025 that have highlighted key opportunities to leverage for improvement and alignment across TSSS’s customer service provision. A centralized team would potentially facilitate effective implementation and sustainability, maximizing the impact of the changes already in progress and driving greater consistency and efficiency in customer service and complaints management moving forward. A general list of project activities include:

• Deepen understanding of centralized models
• Establish divisional workgroup
• Scope, role, and responsibilities of centralized team
• Determine resource needs (people and technology)
• Report back to SMT
• Business case and budget request for SMT approval

KEY QUALIFICATIONS:

• Master’s degree in social service field, humanities or related discipline, or an equivalent combination of education and/or relevant experience.
• Considerable experience in project management and leading complex projects.
• Considerable experience managing and facilitating staff teams, committees or work groups.
• Considerable experience in gaining buy-in and support from Managers and Senior Leaders on new approaches, change initiatives and implementation of shelter-related best practices.
• Highly developed written and oral communication skills, including experience writing reports, briefing notes, and delivering presentations.
• Highly familiar with relevant public health legislations, protocols and professional standards.
• Highly developed human relations, consultation, facilitation and negotiation skills at all levels within the organization.
• Ability to maintain accurate and detailed documentation and records.
• Ability to work in multidisciplinary public health teams.
• Ability to take initiative and to work independently with competing demands and high-performance expectations to set and exceed goals.
• Ability to exercise discretion and judgement with confidential information.
• Knowledge of collective agreements, guidelines, policies, procedures and relevant legislation including documentation standards, Information Management, Employment Standards Act and Occupational Health & Safety Act.
• Extensive experience in data analysis is a strong asset.

• Develops and implements detailed projects plans, either independently or in collaboration with project management team/interest holders.
• Conducts research into assigned area ensuring that such research considers developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Recommends policies/procedures to best meet the needs of assigned program/assigned project.
• Leads the information gathering and analysis for assigned project or for the program, including liaising with interdivisional partners and community agencies.
• Manages assigned projects and staff, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides recommendations for potential changes in organizational delivery models.
• Researches, develops and plans organizational development initiatives in support of transition planning.
• Develops and maintains project plans and documentation including templates, spreadsheets, reports, briefing notes, presentations and ensures work documentation is classified and maintained in the project document repository.
• Designs, develops and implements resources and tools that support business transformation.
• Acts as ex officio member of interim committees established to support project implementation.
• Participates in or leads stakeholder engagement with all levels of staff, community partners city-wide and labour unions, develops communication materials and makes presentations.
• Exercises good judgment and discretion throughout project planning and execution, particularly with confidential human resources information pertaining to transitions.
• Acts as a key contact with Corporate Human Resources, as required by assigned projects.