Service System and Performance Management Advisor

at  Niagara Region

ABOUT US

Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
We welcome all applicants! For more information about diversity, equity, and inclusion at Niagara Region, Diversity, Equity and Inclusion - Niagara Region, Ontario or email related questions to diversity@niagararegion.ca. To send input on reducing barriers in the current hiring process, please email myhr@niagararegion.ca
For the Region’s full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.

DON’T HAVE EVERY QUALIFICATION?

You may be hesitant to apply if you do not have every qualification listed in the posting. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds and varying levels of experience and education to apply. Our recruiters will evaluate your suitability for the role.
Please note that for unionized roles, we must follow collective agreement requirements. However, we encourage all interested candidates to submit their applications. We believe success in a role can extend beyond meeting every single requirement.

JOB SUMMARY

Reporting to the Manager of Homelessness Services, the Service System and Performance Management Advisor is responsible for engaging with Niagara’s Homelessness Serving System. Using knowledge of homelessness best/promising practices the position will lead system improvements and capacity building initiatives designed to advance system goals in areas such as Prevention, Transitional Housing, Emergency Shelter, Built for Zero Initiative, homelessness enumeration and Coordinated Access program. This role supports community partners by implementing system change work, establishing, monitoring and interpreting system performance to ensure the effectiveness and integrity of program delivery for homelessness serving system. Performs analysis and monitoring activities for contracted service providers to measure performance and compliance.

EDUCATION

• Post-secondary degree in Social Policy/Science, Public Administration, Business Management or a related field
• Training or certification in Community Engagement (ex. IAP2) would be an asset

KNOWLEDGE/ SKILLS

• Minimum 5 years of relevant experience working within the social services and/or homelessness serving system
• Strong knowledge of homelessness best practices, community services delivery system and social policy issues
• Knowledge of computer logic and business logic applications
• Strong knowledge and experience in creating performance measurement frameworks (e.g. KPIs) to continuously improve the system of care for people experiencing homelessness
• Possess strong written and oral communication skills combined with highly developed analytical, conceptual, technical, and interpersonal skills, personal integrity and professional commitment
• Experience in methodologies such as change management and process improvement
• Experienced in knowledge translation techniques (i.e. knowledge exchange, learning and information sharing tools), capacity-building efforts, and keeping abreast of best practices
• Proven experience working in project teams and able to liaison with community agencies, staff, senior leadership, divisions, departments and the public
• Exceptional time management and project management skills.
• Advanced proficiency in all Microsoft Office applications (Word, Excel, PowerPoint, Teams)
• Knowledge of contract management an asset
• Proficiency in HIFIS is an asset
  Knowledge of By-Name Prioritized list, coordinated Access and SPDAT Assessment Tool an asset

Special Requirements

• Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
• In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate for the vulnerable sector.
• Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values

Build system capacity within Niagara’s homeless service system through initiatives designed to support system goals, including community engagement, system transformation, capacity enhancement, and service standards and best practice integration. (35% of time)

• Leads and facilitates system transformation initiatives including supporting partnership expansion, system integration and continuous improvement opportunities, training, that support the achievement of service system transformation goals.
• Provide ongoing support to facilitate the homelessness coordinated access system
• Lead the development and implementation of learning development tools to service delivery agencies regarding reporting, policy and procedure, best practice and service system expectations in accordance with the principles and requirements of the Federal, Provincial and Regional government.
• Works closely with team members and community partners to identify systemic barriers within the housing and homelessness system, and develop strategies to overcome homelessness.
• Develops, maintains and supports professional relationships with community stakeholders. This may include working with housing providers and agencies to engage with the coordinated access program, sharing information, ideas and other communications across service agencies for consistent messaging and training
• Working with interdepartmental staff, support service providers in client issues.
• As appropriate, participate in Housing and Homelessness Action Plan working groups.

Establishes and implements performance, service standards and benchmarks for reviewing the effectiveness and integrity of programs delivery for homelessness service system agencies, including those connected to homelessness and housing initiatives. (35% of time)

• Enhances data and performance culture across the homelessness division and service system through capacity-building efforts with the intention of collaboratively identifying KPI’s and methods to measure operations effectively; utilize information to inform decision-making and communicate performance and system data in an accessible format.
• Develops and implements performance measurement practices/ frameworks, policies, dashboards, tools that are effective in monitoring and reporting on service system objectives and outcomes to Federal, Provincial, Regional and other stakeholders.
• Monitor, interpret system data and conduct analysis for the purpose of reporting and tracking performance, contract compliance and auditing
• Ensures best practice, performance-based, client-centered service delivery models are designed and implemented to enhance and improve services on a continuous basis, applying organizational/business process improvement methodologies.
• Monitoring of KPI compliance and support agencies address concerns/ audit findings.

Through a quality improvement approach, ensure that homeless service system funded contracts are monitored to ensure alignment with best practice and adhere to conditions of the award. Identifies and addresses program/system gaps and needs, and works to align system goals, opportunities, and resources, addressing barriers to program and systems-level success. (30% of time)

• Enhance service performance management and reporting systems and tools, which effectively improve Niagara Regions contract system oversight.
• Work with interdepartmental staff, including Contract Administrator, participate in aspects of funding and contracting processes; support procurement activities as needed.
• Work with Manger of Homelessness to support service providers in post-award activities, in conjunction with the homelessness team, such as: new contract onboarding, new program kick-off, in understanding and programming scopes of required services by providing resources, best practices, and technical.
• Work in collaboration with interdepartmental staff, to ensure accurate and effective monitoring of programs, data collection, contracts implementation, and outcomes; create, review and track performance improvement plans.
• Collaborating with program leadership to develop audit response and corrective action plans; conducts service system delivery audits to assess progress made towards best practices, achievement of contractual compliance and Provincial/Federal standards compliance goals and objectives.
• Compiling audit findings and communicating results and recommendations for improvements; assist in the identification of any contractual risks and work to mitigate liability.
• Review, analyze, and keep update abreast of emerging best practices and legislative changes and their impact on the funded agencies.

Special Requirements

• Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
• In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate for the vulnerable sector.
• Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.