Senior Manager of Quality Assurance, Risk Management and Operational Excellence

CAREER OPPORTUNITY AT COMMUNITY LIVING YORK SOUTH

INTERNAL/EXTERNAL POSTING # 25-15

Position: Senior Manager of Quality Assurance, Risk Management and Operational Excellence

LOCATION: 101 Edward Avenue Richmond Hill (Head Office)

Hours: Monday to Friday: 8:30 a.m. to 4:30 p.m.

REMUNERATION: Starting at $77,269.95 per annum plus benefits as per Organization's policy

REPORTING TO: Executive Director

About us:

Community Living York South employs over 200 people. Over the last 70 years, we have provided exceptional support and services to people who have an intellectual disability and their families in our communities of Richmond Hill, Markham, Thornhill, Stouffville, and Vaughan.

We are a culturally diverse, heart-centered staff group with strong values of equity, respect, and inclusiveness for all people. If those values describe you as well, please check out our current job posting

What We Offer:

• A best in class Defined Benefits Pension Plan
• Generous vacation plan and sick leave benefits
• Great learning and growth opportunities
• A diverse workforce representative of our communities
• Recognition of excellence through an awards program
• Annual staff appreciation event that you won't want to miss

What You Will Do:

The Senior Manager of Quality Assurance, Risk Management and Operational Excellence (the Senior Manager) is responsible for ensuring the highest standards of support and service delivery to individuals living with developmental disabilities and their families. This senior leadership role focuses on continuous improvement, compliance, risk management, and fostering a culture of excellence within the organization. The Senior Manager will provide strategic leadership, creating a framework for, and collaborative approach to, quality, risk, compliance, policy development, business process design, project management, and organizational performance. Working in partnership with teams across the organization, the Senior Manager will lead quality assurance initiatives, oversee regulatory compliance, and drive/support operational improvements. The Senior Manager will partner with internal and external stakeholders, supporting the achievement of excellent outcomes that further the mission and vision of Community Living York South.

Duties & Responsibilities:

Quality Assurance, Risk Management & Compliance

• Develop, implement, and oversee a comprehensive Quality Assurance Program that aligns with sector standards, government regulations, and accreditation standards.
• Monitor compliance with Ministry of Children, Community, and Social Services (MCCSS) legislative and regulatory requirements and with related agency policies.
• Monitor the reporting of serious occurrences, health and safety incidents, complaints, and privacy breaches, identifying trends and areas for improvement.
• Lead internal audits, quality reviews, risk assessments, and ensure continuous improvement initiatives.
• Ensure that risk management practices protect individuals' safety, privacy, and confidentiality.
• Lead the organization's accreditation process.
• Investigate incidents, identifying contributing factors, and planning/implementing improvement activities.
• Maintain up-to-date knowledge of CLYS policies, legislation, regulations, and emerging/best practices in the Developmental Services (DS) sector.
• Develop and oversee CLYS Risk Management Plan, Business Continuity Plan, Emergency Preparedness Plan, Quality Improvement Plan, and other related scorecards and quality/compliance tracking documents.

Operational Excellence & Continuous Improvement

• Develop and implement performance measurement systems to evaluate and enhance service quality.
• Recommend cost reduction/revenue generation strategies and operational efficiencies to the Senior Leadership Team.
• Lead initiatives that streamline workflows, optimize resources, and improve individual outcomes.
• Drive and collaborate on continuous quality improvement initiatives, ensuring person-centered/person-directed, innovative, and outcome-oriented service delivery.
• Oversee data-driven decision-making processes to guide operational improvements.
• Lead oversight for departmental operational plans, ensuring alignment with strategic goals.
• Foster a positive, ethical work environment that promotes accountability, learning, and excellence.
• Provide consultation to teams across the organization to address urgent issues and support decision-making.
• Lead and develop the management team, fostering professional growth and leadership capacity in the areas of quality, compliance, and operational excellence.
• Champion equality, diversity, and inclusion principles in all organizational policies and practices.
• Promote community integration and inclusion in all programs and services.
• Develop and facilitate training programs that build capacity in the areas of quality, compliance, and operational excellence.

Qualifications & Experience:

• Post-secondary degree in Health Administration, Social Work, Disability Studies, or a related field.
• 5+ years of leadership experience in the Developmental Services sector, healthcare, or social services.
• Extensive experience in quality assurance, risk management, compliance, and operational improvement.
• Strong knowledge of MCCSS guidelines, sector regulations, and accreditation processes.
• Proven ability to lead change management and continuous improvement initiatives.
• Strong problem solver that is results-oriented.
• Superior communication skills to convey complex information, both written and verbally, including reports and presentations.
• Exceptional organization, interpersonal, and communication skills.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership, coaching, and team-building abilities.
• Experience with data analysis, performance metrics, and reporting.
• High proficiency in computer skills and data analysis tools.
• Valid G driver's license (or higher) with access to reliable transportation.
• Commitment to equity, diversity, and inclusion principles.
• Strong group facilitation skills to coach and train coworkers/staff, develop strong relationships, and network internally and externally.
• Highly proficient in the use of Microsoft Office applications (Word, Outlook, Excel, PowerPoint).
• Must be able to provide a satisfactory Vulnerable Sector police check.

Start Date: ASAP

Close Date: April 10, 2025 at 4:00 p.m.

Please Quote Job Posting: 25-15

Please send your current resume to: careers@communitylivingyorksouth.ca or apply via LinkedIn.

Community Living York South is an equal opportunity employer. Community Living York South will provide, upon request, accommodation to the materials and processes used in the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, Integrated Accessibility Standards Regulation.