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National Team Manager
2 months ago
Location: Remote - Anywhere in Canada
The National Team Manager (NTM) is responsible for supporting the development and implementation of program objectives, strategies, and service delivery quality. The NTM will provide management support across the Rehabilitation Services and Vocational teams, ensuring they provide the highest level of service for participants, and meet and exceed the contractual minimum expectations for performance and service standards.
The NTM will identify and address priority areas for performance and continuous quality improvement within the program and is a results-driven, experienced manager, able to develop and motivate teams to achieve Key Performance Indicators (KPIs) in a fast-paced environment. In collaboration with the Director of Service Delivery, this role is responsible for maintaining a culture that aligns with WCG's company values and ethics.
The NTM is responsible for carrying a small caseload of participant files.
Key Responsibilities- Monitor and manage caseloads and workflows to ensure optimization of resources and achievement of service standards and ensuring team has the appropriate skills and expertise.
- Review and approve reports being submitted to funders for completeness, accuracy, and alignment to program objectives.
- 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, proactively problem-solving with the Rehabilitation Services team when plan is not progressing as anticipated.
- In partnership with the Rehabilitation Services Regional Manager, 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 implementation of change management processes related to volume fluctuations, performance issues, or changes in policy impacting service delivery.
- Use program reporting tools to analyze current operations and support continuous improvement.
- Support the development, implementation, and communication of process improvements.
- Lead or participate in working groups or management meetings across the program.
- Support the identification, management, and resolution of case file escalations.
- Develop or collaborate on communications and program documentation to support service delivery excellence.
- Support team members 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 mentorship and coaching to team members to promote quality and consistency in care, and support ongoing professional and personal development goals.
- Conduct or participate in evaluations of complex files and files at risk for suboptimal outcome.
- Develop Annual Performance Development Plans and review quarterly with each team member.
- Proactively address performance gaps using the Performance Management framework.
- Disseminate corporate and/or program information, including updates to policies, procedures, and guidelines, to team members.
- Monitor skillset, experience, and competencies amongst team members through the competency matrix to ensure sufficient capacity of staff with the required competencies and qualifications.
- Maintain effective relationships with funders to ensure the highest quality and consistency of service to program participants.
- Create and maintain professional working relationships with program staff and management.
- Represent the program and build awareness and commitment among employers and community agencies of the program's services.
- Conduct direct service work, which may include Initial Intake Interviews, development of Rehabilitation Plans, implementation/monitoring of Rehabilitation Plans, and completing some vocational services as appropriate.
Requirements
- Bilingual (English/French) 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.
- Minimum of five (5) years' experience in the direct provision of medical, psycho-social, or vocational rehabilitation services (or a combination thereof), including the following:
- 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.
- Minimum two (5) 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.
- Strong leadership, supervisory, and team-building skills.
- Advanced Microsoft Office skills, including Excel.
- Strong program and staff leadership experience, and a rich understanding of provision of services to the Veteran population.
- Employment conditional on obtaining federal Reliability Status security clearance.
