National Team Supervisor
4 weeks ago
Role Summary
Location: Remote - Anywhere in Canada
The National Team Supervisor (NTS) plays a crucial role in facilitating the growth and execution of PCVRS goals, strategies, and service delivery excellence. The NTS will oversee management support across the RSS and RSPVocational teams, ensuring the highest quality of service for Participants while meeting and surpassing contractual performance expectations. This position will identify and tackle key areas for performance enhancement and continuous quality improvement within the program. The ideal candidate is a results-oriented, seasoned manager capable of inspiring and guiding teams to achieve Key Performance Indicators (KPIs) in a dynamic environment. In collaboration with the Director of Service Delivery RSS, this role is pivotal in fostering a culture that reflects WCG's core values and ethical standards. The NTS will also manage a limited caseload of participant files.
Key Responsibilities
- Oversee and optimize caseloads and workflows to ensure resource efficiency and adherence to service standards while ensuring team members possess the necessary skills and expertise.
- Evaluate and authorize reports submitted to funders for accuracy, completeness, and alignment with program objectives.
- Conduct audits of participant files for quality assurance, ensuring services are delivered within contractual scope and meet established quality standards.
- Ensure Rehabilitation Plans are on track and reassessed monthly, proactively addressing issues with RSS when plans do not progress as expected.
- In partnership with the RSS Regional Manager, monitor and analyze team performance against contract Service Standards, Participant outcomes, and experiences, utilizing scheduled and ad-hoc reports to develop and implement corrective action plans.
- Facilitate change management processes related to fluctuations in volume, performance challenges, or policy changes affecting service delivery.
- Utilize program reporting tools to assess current operations and promote continuous improvement.
- Assist in the development, implementation, and communication of process enhancements.
- Participate in or lead working groups or management meetings across the program.
- Support the identification, management, and resolution of escalated case files.
- Collaborate on communications and program documentation to uphold service delivery excellence.
- Guide team members to ensure timely, high-quality, and participant-centered services are delivered within established standards.
- Recruit team members with the requisite skills and qualifications; engage in the recruitment, selection, and training processes as necessary.
- Provide mentorship and coaching to team members to foster quality and consistency in care, while supporting ongoing professional and personal development.
- Engage in evaluations of complex cases and those at risk of suboptimal outcomes.
- Develop Annual Performance Development Plans and conduct quarterly reviews with each team member.
- Proactively address performance deficiencies using the Performance Management framework.
- Disseminate corporate and program updates, including changes to policies, procedures, and guidelines to team members.
- Monitor team members' skills, experience, and competencies through a competency matrix to ensure adequate staffing with the required qualifications.
- Maintain effective relationships with VAC to ensure the highest quality and consistency of service for program participants.
- Establish and sustain professional working relationships with program staff and management.
- Represent the program and enhance awareness and commitment among employers and community agencies regarding the program's services.
- Engage in direct service activities, which may include Initial Intake Interviews, development and monitoring of Rehabilitation Plans, and providing vocational services as appropriate.
Qualifications
- Bilingual (English/French) is required.
- A current health professional designation, Certified Vocational Rehabilitation Professional (CVRP), or a Certified Vocational Rehabilitation Services Professional – Fellow (CVRP – F), or Career Counsellors registered with the Ordre des conseillers et conseillères d'orientation du Québec.
- At least five (5) years of experience in providing medical, psycho-social, or vocational rehabilitation services, including conducting assessments and working with individuals facing barriers to civilian life.
- A minimum of five (5) years of supervisory experience in disability management and/or case management of rehabilitation services, with strong leadership and team-building skills.
- Advanced proficiency in Microsoft Office, particularly Excel.
- Extensive program and staff leadership experience, with a deep understanding of service provision to the Veteran population.
- Employment is conditional upon obtaining federal Reliability Status security clearance.
What We Offer
- Competitive annual salary of $95,000.
- Comprehensive and flexible health and dental benefits.
- Ongoing learning and development opportunities.
- Generous time-off policy to promote work/life balance.
- A diverse and inclusive workplace with a strong record of employee engagement and teamwork.
WCG is strengthened by diversity. We are committed to fostering a workplace that is equitable and representative of Canada's diverse population. We actively seek to attract, develop, and retain employees from diverse and equity-deserving backgrounds who possess exceptional abilities and a desire to make a difference. We continuously strive to support individual needs and differences in a work environment built on inclusivity and respect for all.
WCG is dedicated to providing an accessible, barrier-free recruitment and selection process. If contacted for an employment opportunity, please inform us if you require accommodation in advance of any part of the recruitment and selection process.
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