Director Corporate Services

Support a Mission-Driven Team as Director, Corporate Services

CANES Community Care is a not-for-profit organization committed to providing outstanding support and care services that enhance the lives of seniors, enabling them to remain in their homes and communities. Guided by our vision — Live well, age well – with CANES Community Care — we foster a workplace culture rooted in our core values: Reliable, Reputable, Responsive, and Reaching.

POSITION SUMMARY:

Reporting to the Chief Executive Officer; the Director, Corporate Services is responsible for the delivery of high-quality administrative support services that ultimately support organizational excellence in the delivery of home and community support services. As a member of the Senior Leadership Team, the Director takes a client services approach to supporting both internal and external stakeholders in the achievement of superior client experience and other organizational goals.

Responsibilities will be carried out with the support of direct reports, including managers and supervisors, and will involve contributing to various functions across the department

The job serves as Privacy Officer providing privacy auditing functions and participating effectively as a member of the CANES Community Care team.

KEY RESPONSIBILITIES:

Client Contact Centre and Scheduling

- Oversees work of Manager, Scheduling and Client Services, in delivering timely, high quality and efficient client experience as the first point of contact
- Oversees the Manager and team responsible for scheduling CANES staff (Personal support care, transportation, contracted services, etc.) ensuring reliable and high-quality support to CANES clients and the programs that supports them.

Information Technology and Cyber Security

- Works with the Leadership Team in developing and implementing an IT Strategic Roadmap and Annual IT/IM Work Plan
- Researches, evaluates, and makes recommendations on new technologies to enhance or upgrade existing server, network, and other IT infrastructure equipment
- Anticipates and identifies issues, develops recommendations, and courses of action consistent with business objectives and functional requirements
- Oversees work of IT Team and IT Service Provider (includes support to end users, systems and hardware, and the execution of IT projects across the organization);
- Plans and manages annual budgets, and IT inventory and its replacement in collaboration with Finance
- Manages IT Vendors performance
- Oversees computer networks for security issues
- Investigates, mitigates and documents security breaches and other cybersecurity incidents

Health Information System

- Oversees for the organization’s health information systems to ensure its effectiveness in supporting business operations, performance, and security.
- Responsible for structure, operation and support for AlayaCare to ensure operation that facilitates client service, payroll, billing and performance reporting

Information Management and Decision Support

- Works with programs and colleagues to support the attainment of the organizations strategic, operational and contractual objectives
- Collaborates with the programs in developing and accessing strategic and quality improvement initiatives
- Researches, develops and implements best practice processes through the use of enhanced tools and templates while fostering a culture that supports creativity, innovation and continuous improvement
- Develops, monitors, supports and evaluates strategic and operational performance in relation to service obligations and other needs of the organization
- Identifies trends in data and flags risks/opportunities for decision makers, as well as provides advice and expertise, as requested
- Recommends changes in development, maintenance and system standards in order to improve overall operations of the organization
- Provides support to program planning, such as developing and monitoring indicators, derived from CANES health information systems
- Provides expertise to standardize data, ensure data quality, identify quality issues and recommend solutions
- Acts as a Lead for reporting to Ontario Health (e.g., Self Reporting Initiative, Ontario Health Reporting Standards) Maintains up-to-date knowledge of data improvement trends, best practices and tools in the industry
- Oversees projects to support strategic and operational performance
- Prepares reports, metrics and KPIs for the Leadership Team and Board of Directors

Facilities

- Oversees work of manager, staff and vendors to ensure the maintenance and safety of the buildings systems, ensures compliance with regulations like OHSA and AODA, and day to day tasks
- With support from the Manager, oversees CANES transportation fleet (maintenance, safety checks, and replacement)
- Plans and responsible for annual budgets
- Manage external contracts
- Collaborates with Finance in the procurement and purchasing of goods and services

Risk Registrar

- Maintains Risk Register, coordinates SLT risk review, updates and approvals; prepares and delivers quarterly risk reports in collaboration with SLT members
- Identifies trends in data and flags risk/opportunities for decision makers, provides advice and expertise

Privacy Officer

- Acts as Privacy Officer for CANES Community Care
- Ensures documentation and investigation of privacy and risk concerns and complaints
- Responds to client privacy questions from clients, care partners, volunteers and employees
- Manages response to privacy incidents, including reporting to Information and Privacy Commissioner of Ontario as required
- Identifies opportunities to improve processes to support client privacy; leads the development and implementation of new processes to support client privacy
- Submits required privacy reports to the Information and Privacy Commissioner of Ontario
- Develop staff training to raised awareness of client privacy
- Oversees user account management with external systems (e.g., IAR, HPG)

Organizational and Administration

- Responsible to creating, maintaining, and testing CANES Business Continuity Plan
- Drafts policy and procedures as delegated
- Leads the operations committee which works to improve practices and operational efficiency across the organization
- Develops metrics and KPIs for the collection and analysis of data
- Participates in discussions with the Leadership Team to rationalize services with funders and provide supporting reports and analysis to support them in the promotion of services

QUALIFICATIONS:

- Post-secondary degree and a minimum of five years of related experience or equivalent combination of education and experience
- Experience with information management and health information technology
- Knowledgeable in various server applications and related software platforms, such as CRM software solutions, Microsoft SaaS applications
- Experience with AlayaCare, Human Resource Information Systems, ERPs, and Microsoft Office 365 Cloud (SharePoint) is preferred
- Documented experience in data analysis and reporting within the sector
- Understanding of Ontario Health Standards Reporting (OHRS) an asset
- Work requires development and updating knowledge in funding organizational reporting, accountability and risk management requirements. This knowledge is gained through experience and continuing education

COMMUNICATION:

- Information sharing and clarification with employees
- Provide clarification, consultation, information and support on various issues related to statistics, reporting requirements, data, service delivery and finance
- Provide agency information, build awareness, clarification, addressing concerns and/or complaints related to privacy with outside customers/clients
- Purchasing, quotes, information gathering, clarification and coordination of service from outside suppliers
- Data reporting and submission, clarification of reporting requirements, user account and system management, resolving inquiries related to performance reporting

CANES Community Care is an equal opportunity employer committed to fostering a diverse, inclusive, and barrier-free workplace. We welcome applications from all qualified individuals and strive to attract, develop, and retain talent from a wide range of backgrounds, experiences, and perspectives.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request throughout the recruitment and selection process. If you require any accommodations, please let us know and we will work with you to meet your needs.