Program Manager Customer Service

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 42469

**Job Category**:Policy, Planning & Research

**Division & Section**:Social Development, Finance & Admin, Community Safety & Wellbeing Section

**Work Location**:City Hall, 100 Queen Street W

**Job Type & Duration**:Full Time, Permanent

**Salary**:$112,000.00 - $144,200.00

**Shift Information**: 35 hours per week

**Affiliation**:Non-Union

**Number of Positions Open**: 1

**Posting Period**: 29-NOV-2023 to 13-DEC-2023

Job Summary:
Reporting to the Director, Community Safety & Well-being, the Program Manager, Customer Service & Issues Management is responsible for providing coordinated advice and support to the Community Safety & Well-being Section of Social Development, Finance & Administration Division on internal and external communications activities related to the implementation of SafeTO, Toronto’s Community Safety & Well-being Plan and other divisional projects to ensure a strategic narrative promotes the advancement, impact and mandate of SafeTO.

Major Responsibilities:

- Develops and manages projects related to Community Safety & Well-being strategies and issues assigned by the Director of Community Safety & Wellbeing and the senior management team to best coordinate internal management of data to ensure alignment and collaboration for program efficiency and effectiveness.
- Manages the planning, development, implementation, and maintenance of communications plans for SafeTO actions including the Building Safer Communities Fund that promotes divisional coordination and oversight.
- Manages broad internal communication activities, public relations and stakeholder interaction activities on behalf of the Director Community Safety & Wellbeing, including but not limited to: communication plans, public notifications, project signage, and media materials prepared in collaboration with Strategic Communications.
- Develops and manages a stakeholder and a public relations framework for the Community Safety & Well-Being section and division, including working with staff from various divisions, and Strategic Communications to develop communication tools and material associated with SafeTO projects, programs and activities including Policing Reform, Toronto Community Crisis Service, Toronto Office to Prevent Violence, The Community Crisis Response Program, FOCUS Toronto, SCALE, The Building Safer Communities Fund and others
- Leads the development and reporting of the Community Safety & Well-being external communication in consultation with Strategic Communications, that could include, website development, social media coordination, video production and other external communication tools.
- Manages assigned projects, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.
- Conducts research into assigned areas ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives connected to the implementation of SafeTO and corporate direction..
- Ensures that project expenditures are controlled and maintained within approved budget limitations.
- Assists the Community Safety & Well-Being Section to identify, address and ensure timely response to resolve ongoing and emerging issues, complaints and customer service deficiencies facing the Community Safety & Well-being Section and its operations, and liaises with senior levels of staff on behalf of the Director of Community Safety & Well-being as required.
- Develops and implements effective communication processes and procedures for Community Safety & Well-Being and acts as the lead liaison with Strategic Communications on issues of media interest, in developing appropriate responses and key messages for the Director, Community Safety & Well-Being and management team.
- Participates in organizational and management change initiatives as it relates to internal communication and support.
- Prepares and provides guidance in the development of briefing notes, policy documents, staff reports and other material as required to support the Community Safety & Well-being section..
- Provides strategic advice to the Director of Community Safety & Well-being and Management staff, and prepares terms of reference as may be necessary, for public consultation, customer service surveys and communications related activities, for internal and external consultant assignments related to the execution of projects led by the Division.
- Establishes an effective and collaborative working relationship with the ’Community Safety & Well-being section, senior management team, managers and project managers, staff from other City divisions and external stakeholders.
- Maintains a continuous and thorough knowledge of current corporate and other divisions' issues and initiatives.
- Participates on various committees, task forces, project teams, etc. as a divisional representative.
- Ensures work is undertaken in a man

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