Program Manager
1 week ago
**DATE**:January 25th, 2024
**LOCATION**:Toronto, ON - The Access Point
**COMPENSATION**:$66,780 - $80,298 Annually Prorated
LOFT Community Services is a unique and dynamic charitable organization that supports people living with complicated issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving approximately 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario’s largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice Award (NEOC) recipient.
To help fulfill its mission, LOFT is hiring a
**Program Manager**.
**Job Summary**
The Program Manager oversees the business processes of the central intake system managing 6,500+ new intakes per year, and 17,000+ virtual client visits. Providing leadership to a team of up to 20, the Program Manager ensures the effective flow of clients through the intake, assessment, prioritization, waitlist management and resource matching and referral system on behalf of more than 45 mental health and addictions agencies in the City of Toronto.
The Toronto Mental Health and Addictions Access Point (The Access Point) provides one place for people who need help to access community mental health, addictions and supportive housing in Toronto. If you are passionate about supporting people experiencing mental health challenges our fast-paced environment offers an opportunity to engage with a diverse range of clients and to make a difference in their lives. We are committed to quality improvement, staff training and a positive work environment. Join our team and be a part of a City-wide initiative that you’ll be proud of.
**What You Will Do**
Central Access Operations
- Oversees the business processes of the central intake system managing 6,500+ new intakes per year, 25,000+ active clients, 17,000 virtual visits and 39,000 incoming phone calls
- Ensures the business processes and administration of the access system are efficient and effective incorporating best practices in staged screening and assessment, prioritization, and central access models
- Establishes and monitors weekly metrics to ensure the effective flow of clients through the intake, assessment, waitlist management and vacancy filling process making changes to operations on a daily and weekly basis to relieve pressure points and prevent backlogs
- Establishes key program priorities and projects, determines staff workload priorities and schedules, delegates responsibilities, ensuring weekly targets are met
- Manages program and service relationships with more than 45 providers across the mental health, addictions and hospital sector
- Oversees program and access policies/standards in each of seven service types, developing and maintaining sound policies and procedures for the access system and promoting those policies and procedures with service provider partners
- Maintains an accurate inventory of all programs and vacancies and has a regular process for communicating with a large city-wide network of providers for whom The Access Point fulfills the intake, assessment, prioritization, and electronic matching and referral process
- Develops and maintains effective waitlist management strategies for the 25,000+ supportive housing waitlist
- Maintains regular communication with provider partners and develops communication materials to ensure stakeholders are up to date on access system policies and operations
- Delivers monthly training to staff at partner agencies in access policies and procedures and use of the hub database/electronic resource matching and referral system
- Ensures program procedures are clearly documented, updates documentation and program procedures regularly
- Monitors quarterly statistics and maintains service volumes as expected by funders
- Monitors and ensures program compliance with licensing, accreditation and funder requirements, employment legislation, safety codes and organisational operating principles
- Ensures the upkeep and maintenance of the program site and contents; reports building problems to the appropriate source
- Ensures administrative and technical compliance with PHIPA given the large volume of client PHI managed by the access system
- Works closely with stakeholders such as Ontario Health, the City of Toronto and OHTs to develop new service pathways and programs given the high priority placed on central access and service navigation and given the program’s mandate to deliver these services in community mental health and addictions
- Negotiates a high volume of stakeholder and service provider queries/challenges as part of the intake, assessment, matching/referral and waitlist management services delivered in Toronto’s complex service system e.g. competing agency and program mandates, program and service variations, pathways and criteria
- Manages the access system’s complaints and incident/occurrence reporting
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