National Program Supervisor

4 weeks ago

Toronto, Ontario, Canada WCG International Consultants Ltd. Full time
Position Overview

Role Summary

Location: Remote - Anywhere in Canada

The National Program Supervisor is tasked with facilitating the advancement and execution of organizational objectives, strategies, and service quality. This role will extend management support across the Rehabilitation Services and Vocational Rehabilitation teams, ensuring optimal service delivery for participants while adhering to and surpassing established performance and service standards. The Supervisor will pinpoint and tackle key areas for performance enhancement and continuous quality improvement within the program, demonstrating a results-oriented approach and possessing the expertise to inspire teams to meet Key Performance Indicators (KPIs) in a dynamic environment. Collaborating closely with the Director of Service Delivery, this position is vital in fostering a culture that resonates with the core values and ethics of WCG International Consultants Ltd. The Supervisor will also manage a limited caseload of participant files.

Key Responsibilities

  • Oversee and optimize caseloads and workflows to ensure resource efficiency and service standard compliance, while confirming team members possess the necessary skills and expertise.
  • Evaluate and authorize reports submitted to funding bodies for thoroughness, accuracy, and alignment with program goals.
  • Conduct audits of participant files for quality assurance, ensuring that services comply with contractual obligations and meet established quality benchmarks.
  • Ensure that Rehabilitation Plans are on track and reassessed monthly, proactively addressing issues with the Rehabilitation Services team when progress is lacking.
  • In conjunction with the Regional Manager, monitor and analyze team performance against contract service standards, participant outcomes, and experiences, utilizing both scheduled and ad-hoc reports to develop and implement corrective action plans.
  • Facilitate the implementation of change management processes in response to fluctuations in volume, performance challenges, or policy modifications affecting service delivery.
  • Utilize program reporting tools to assess current operations and drive continuous improvement initiatives.
  • Assist in the development, execution, and communication of process enhancements.
  • Participate in or lead working groups and 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-centered services are consistently 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 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 using a structured Performance Management framework.
  • Disseminate corporate and program updates, including changes to policies, procedures, and guidelines to team members.
  • Monitor the skill sets, experience, and competencies of team members through a competency matrix to ensure adequate staffing capacity.
  • Maintain effective relationships with stakeholders to ensure the highest quality and consistency of service to program participants.
  • Establish and nurture professional relationships with program staff and management.
  • Represent the program and enhance awareness and commitment among employers and community organizations 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 delivering medical, psycho-social, or vocational rehabilitation services, including experience in conducting assessments and working with individuals facing barriers to civilian life.
  • At least five (5) years of supervisory experience in disability management and/or case management of rehabilitation services, including experience in analyzing assessments and making informed recommendations.
  • Proficient in Microsoft Office, particularly Excel.
  • Strong leadership and staff management experience, with a deep understanding of service provision to the Veteran population.
  • Employment is contingent upon obtaining federal Reliability Status security clearance.

What We Offer

  • Competitive annual salary of $95,000.
  • Comprehensive and flexible health and dental benefits.
  • Continuous learning and development opportunities.
  • Generous time-off policy to promote work/life balance.
  • A diverse and inclusive workplace with a proven track 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 work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who possess exceptional abilities and a desire to make a meaningful impact. 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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