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National Program Supervisor
3 months ago
Location: Remote - Available Across Canada
The National Team Manager (NTM) plays a pivotal role in facilitating the development and execution of PCVRS goals, strategies, and service delivery excellence. The NTM will offer managerial support across the RSS and RSPVocational teams, ensuring they deliver exceptional service to Participants while meeting and surpassing the required performance and service standards. This position will pinpoint 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. Collaborating closely with the Director of Service Delivery RSS, this role is essential in fostering a culture that resonates with WCG's core values and ethical standards. Additionally, the NTM will manage a limited caseload of participant files.
Key Responsibilities
- Oversee and optimize caseloads and workflows to ensure resource efficiency and service standard compliance, 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 adhere to contractual obligations and meet quality benchmarks.
- Ensure Rehabilitation Plans are on track and reassessed monthly, proactively addressing issues with RSS when progress is lacking.
- In collaboration with the RSS Regional Manager, monitor and assess team performance against contract Service Standards, Participant outcomes, and experiences, utilizing both scheduled and ad-hoc reports to formulate and implement corrective action plans.
- Facilitate change management processes in response to fluctuations in volume, performance challenges, or policy modifications affecting service delivery.
- Utilize program reporting tools to evaluate current operations and advocate for continuous improvement.
- Assist in the development, execution, 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.
- Contribute to the creation of communications and program documentation that promotes service delivery excellence.
- Guide team members to ensure timely, high-quality, and participant-focused services are rendered 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, supporting their 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 utilizing the Performance Management framework.
- Disseminate corporate and program information, including updates to policies, procedures, and guidelines, to team members.
- Monitor team members' skills, experience, and competencies through a competency matrix to ensure adequate staffing capacity.
- Maintain effective relationships with VAC to guarantee high-quality and consistent service delivery to program participants.
- Establish and nurture professional relationships with program staff and management.
- Represent the program and cultivate 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 provision of 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.
- A minimum of five (5) years of experience in providing medical, psycho-social, or vocational rehabilitation services (or a combination thereof), including: experience in conducting medical, psycho-social, or vocational rehabilitation assessments; experience working with individuals facing mental or physical health challenges that hinder civilian life; and experience collaborating with various health disciplines in an interdisciplinary team setting.
- A minimum of five (5) years of 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 on critical analysis leading to the development of comprehensive care plans; strong leadership, supervisory, and team-building skills.
- Advanced proficiency in Microsoft Office, particularly Excel.
- Extensive program and staff leadership experience, with a profound understanding of service provision to the Veteran population.
- Employment is contingent upon obtaining federal Reliability Status security clearance.
What We Offer
- A competitive annual salary of $95,000.
- Comprehensive and flexible health and dental benefits.
- Ongoing learning and development opportunities.
- A generous time-off policy promoting work/life balance.
- A diverse and inclusive workplace with a proven record of high 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 strive 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 endeavor to support individual needs and differences in a work environment founded 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 in advance if you require accommodation during any part of the recruitment and selection process.
