Quality Assurance Officer

2 months ago

Toronto, Canada Fred Victor Full time

**INTERNAL/EXTERNAL**

**Job Title**: Quality Assurance Officer, 24-HR Services
**Type**:Full-Time, Non-Bargaining Unit, 18-Month Contract
**Number of positions**:1
**Hours**:37.5 hours per week
Rate: $77,259.00 - 89,563.50 per year
**Supervisor**: Director, 24-HR Services
**Posting Date**: February 23, 2023
**Application Deadline**: March 9, 2023
**Location**: 800 Bay Street, Toronto

**Why Fred Victor?**
For over 125 years, Fred Victor has been a leader in providing place and purpose to people in need in
Toronto. Our mission is to improve the health, income and housing stability of people experiencing
poverty and homelessness. We are** **committed to ending chronic homelessness. This is an ambitious
and bold goal but we believe, achievable.

The 24-HR services department serves a diverse homeless community, including people who are 18+ years
of age, men, women, couples, trans people and homeless people with pets. The Quality Assurance Officer
will provide support to the SSU unit, including the unit’s director to meet service quality standards and
outcomes set by the funder and by the agency. The SSU unit is comprised of the following sites: Bethlehem
United Shelter, Women’s Hostel, Mary Sheffield House, Transition 2 Housing, Women’s 24-HR DI,
Overnight Respite, 24-HR Respite and the Edward Hotel Temporary Shelter***

**Does this sound like work you want to be a part of?**
We offer a supportive environment, an opportunity to join a diverse team of caring professionals and
a chance to make a difference. With over 60 programs and services and more than 21 sites, there are
lots of opportunities to grow your career with us. Many members of the management team started in
relief and front-line roles.

**What You Will Do**:

- Assess and monitor the implementation of the 24-HR services unit case management and Housing

First service model
- Utilizing various tools assess quality of service and clients’ and staff satisfaction
- Create an improvement plan for service delivery to meet the current trends in the homeless sector

and provide recommendations for service improvement
- Co-ordinate case management meetings, including clinical supervision for staff teams
- Monitor data collection linked to set metrics/goals
- Ensure admin support to sites is consistent and efficient
- In co-ordination with Director and Assistant Director, monitor and guide the work of the IPAC and

Health and Safety Co-ordinators
- Ensure current site practices are in line with Shelter Standards and FV’s policies
- In co-ordination with the site management, organize, identify and facilitate 24-HR services staff

training and professional development
- Participate, review and submit funder report and statistical information
- Prepare and gather information for external presentations to profile service innovation
- Develop and maintain effective relationships with partner agencies, the Police, the neighborhood,

emergency services and sector partners/agencies
- Represent the organization externally in forums related to funding, program development,

sectoral cooperation and partnership
- Assist director with projects as required
- Carry out other duties as assigned by the Director

**What You Bring to the Team (Qualifications)**
- 3-5 years of experience managing 24-hour services
- Experience with file audits, case management models and staff training
- Experience providing individual support for people who are homeless and living in poverty who

are socially isolated and who come from diverse racial, gender, ethnic and cultural backgrounds
- proven skills in advocacy, crisis intervention and prevention, conflict resolution and negotiation
- Knowledge of Toronto Shelter Standards, 24-HR Drop-In Standards, Occupational Health and

Safety regulations and Public Health guidelines as they pertain to emergency shelters
- highly developed written and oral communication skills
- direct experience in preparing and monitoring budgets and writing reports
- developed interpersonal skills to facilitate effective, productive and appropriate relationships with

client group, external agencies, FVC staff and partner agencies

**What Sets You Apart**
- Your ability to assess and monitor implementation of case management and Housing First service

model
- Experience with monitoring and collection of data related to metrics/goals
- Ability to create an enhancement plan for service delivery to meet the current trends in the

homeless sector and provide recommendations for service improvement
- Diligence with co-ordinating case management meetings including clinical supervision for staff

teams
- Knowledge and experience with Shelter Standards
- Ability to organize, identify and facilitate 24-HR services staff training and professional

development
- Participation and review of funder reports and statistical information
- Experience with effective relationships with partner agencies, the Police, the neighborhood,

emergency services and sector partners

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