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Rehabilitation Service Specialist Team Lead
4 weeks ago
The Rehabilitation Service Specialist Team Manager is responsible for the successful delivery of program services within their team. This role provides mentoring and support to their team of Rehabilitation Service Specialists (RSSs) on a day-to-day basis, including direct management of individual performance.
Key Responsibilities- Monitor and manage caseloads and workflows to ensure optimization of resources and achievement of service standards.
- Review and approve all Rehabilitation Plans and Closure Reports being submitted to the funder for completeness, accuracy, and alignment to program objectives.
- Regularly audit participant files for quality assurance purposes, ensuring services are provided within the scope of the contract and meet quality standards and documentation is accurate and thorough.
- Ensure Rehabilitation Plans are progressing and being re-assessed monthly, pro-actively problem solving with RSS when plan is not progressing as anticipated.
- Document, support, and resolve Participant and/or VAC Case Manager complaints.
- Support RSSs by attending Case Conferences when needed.
- In partnership with the RSS Regional Manager and Quality & Performance Management team, track and analyze team performance against contract Service Standards, Participant outcomes, and Participant experiences using scheduled and ad-hoc reports, and develop and implement action plans to address performance gaps.
- Support the RSS Regional Manager to implement change management processes related to volume fluctuations, performance issues, or changes in policy impacting service delivery.
- Support RSS team to ensure timely, high-quality, and participant-centered services are provided within service standards.
- Hire team members with appropriate skills and qualifications to perform duties required; participate in recruitment, selection, and training of staff as appropriate.
- Provide weekly mentorship and coaching to new RSSs to promote quality and consistency in care.
- Conduct weekly team meetings to review complex files and files at risk for suboptimal outcome.
- Meet with RSSs regularly, both individually and in a team, to develop strategies for continuous improvement within the program.
- Develop Annual Performance Development Plans and review quarterly with each team member.
- Pro-actively address performance gaps using Performance Management framework.
- Coach and mentor RSSs to support their ongoing professional and personal development goals.
- Maintain effective relationships with VAC to ensure the highest quality and consistency of service to program participants.
- Create and maintain trusted partnerships with service providers, community agencies, and employers to improve participant outcomes and experiences.
The ideal candidate will possess a current health professional designation, Certified Vocational Rehabilitation Professional (CVRP), or a Certified Vocational Rehabilitation Services Professional – Fellow (CVRP – F). They will have a minimum of five (5) years' experience in the direct provision of medical, psycho-social, or vocational rehabilitation services, including:
- Experience in conducting medical, psycho-social, or vocational rehabilitation assessments.
- Experience working with persons living with mental or physical health problems creating barriers to civilian life.
- Experience working with a variety of health disciplines in an inter-disciplinary team environment.
Additionally, they will have a minimum of two (2) years' supervisory experience in disability management and/or case management of rehabilitation services, including:
- Experience analyzing and interpreting medical, psycho-social, or vocational assessments and making recommendations based upon critical analysis of information leading to the development of a comprehensive plan and program or care.
Employment is conditional on obtaining federal Reliability Status security clearance.
Preferred CriteriaBilingual (English/French) is an asset.
What We Offer- Competitive salary of $87,700 per year.
- Comprehensive and flexible health and dental benefits.
- Coverage for your credential or designation fee.
- Ongoing learning and development opportunities.
- Generous time off policy to encourage work/life balance.
- A diverse and inclusive workplace with a track record of high employee engagement and teamwork.
