Quality Assurance Analyst

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 34668

**Job Category**:Community & Social Services

**Division & Section**:Shelter, Support & Housing Admin, SSHA Service Planning & Integrity

**Work Location**:Metro Hall, 55 John Street

**Job Type & Duration**:Full-time, Permananet

**Hourly Rate and Wage Grade**:$36.47 - $39.95 per hour,
** **TF0457, Wage Grade 10

**Shift Information**:Monday to Friday, 35 hours per week

**Affiliation**: L79 Full-time

**Number of Positions Open**: 2

**Posting Period**: 04-July-2023 to 18-July-2023

**Location and Shift Information**:Staff will regularly visit various Homelessness service sites (e.g. shelters, 24-hour respite sites) throughout the City of Toronto and may occasionally have to do so during early or late hours or on weekends.

SSHA services and programs are expanding as the division is serving increasing numbers of people with multiple vulnerabilities. The Quality Assurance Team as a member of the Service Planning and Integrity Section is charged with developing service standards and conducting compliance reviews to ensure quality services are provided by SSHA funded programs and services.

**Reporting to the Supervisor Quality Assurance, the Quality Assurance Analyst**:

- Conducts on-site quality assurance assessments on a city-wide basis at various times of day, evening and night
- Evaluates city funded services, such as shelters and respites, to monitor program quality and facilities, ensuring divisional service standards are maintained
- Educates city funded service providers on the quality assurance requirements for their premises
- Conducts document reviews and assesses for compliance with divisional standards and policies
- Identifies areas of non-compliance with SSHA service standards and directives and indicates corrective action required
- Documents and reports the results of quality assurance assessments to management personnel
- Prepares reports for contracted agencies, internal files and divisional use
- Provides consultation to divisional staff on quality assurance related issues
- Develops and facilitates in-service education sessions for peers and other divisional staff
- Participates in conducting studies, surveys and analyzing findings as required
- Participates in developing, implementing and maintaining operational procedures, information systems, administrative documentation and record control for quality assurance processes
- Conducts joint field audits with supervisors and/or peers to determine adherence to standardized assessment procedures and makes recommendations as required
- Participates on internal committees and work groups
- Carries out other duties as assigned

**Key Qualifications**:

- Post-secondary education in a social and human service related discipline, or an equivalent combination of education and experience.
- Experience conducting quality assurance/improvement assessments and reviews that include analysis and recommendations, in a social service and/or homeless service setting to assist persons experiencing the impacts of poverty and homelessness, including psycho/social/physical challenges.
- Experience in program evaluation related to the provision of social, human or homeless services.
- Possession of a valid Ontario Driver's License, Class G or G2 and access to a vehicle for daily use.

**You must also have**:

- Working knowledge of homeless and vulnerable populations including indigenous peoples, youth, persons with mental illnesses, and persons with addictions and understanding of one or more of the systems - employment, health, mental health, addictions, and income supports - that impact people experiencing homelessness.
- Strong interpersonal and conflict resolution skills including the ability to deal with a variety of sensitive issues with diplomacy and tact.
- Effective oral and written communication skills including the ability to establish good working relationships with agency partners, the public and other staff.
- Thorough knowledge of the legislation and policies governing the delivery of services to homeless and vulnerable populations, including Occupational Health and Safety Act, Toronto Shelter Standards, the 24-Hour Respite Sites Standards, in addition to other relevant legislation.
- Ability to work under mínimal supervision independently and to meet monthly assessment targets reliably.
- Able to work as part of a team in a dynamic work environment.
- Ability to organize field work and exercise initiative and independent judgement.
- Ability to maintain neat and accurate records and prepare reports.
- Ability to meet the physical demands of the position including travelling to various locations throughout the city.
- Proficiency with a variety of computer software programs including but not limited to MS Office.
- Available to work occasional early mornings, evenings, nights and weekends as required.

**Equity, Diversity and Inclusion**

The City is an equal opportunity employer, dedicated to creating a workplace culture

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