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Director - Practice & Standards
4 weeks ago
Connective is a dynamic non-profit organization that provides innovative programming in the social services sector. We strive to create safe, healthy, and inclusive communities for all.
ROLE PURPOSE
The Director of Practice & Standards is a critical resource across the organization, supporting staff with tools, best practices, and accountability to succeed. The Director of Practice and Standards provide strategic leadership to ensure that all programs and services delivered by the organization reflect the highest standards of ethical, inclusive, and evidence-based practice.
This role leads to the development, implementation, and evaluation of service standards, practice frameworks, and quality assurance mechanisms to support safe, consistent, and impactful service delivery across the organization.
STATUS
Exempt.
WORK HOURS (40 HOURS PER WEEK)
Monday to Friday, 0830 to 1630
WHAT WE OFFER?
- Committed Living Wage Employer
- 2022 & 2023 Canadian Nonprofit Employer of Choice Aware from NEOC
- 2023 High-Performance Culture Award from SupportingLines
- Competitive benefits package, including health, wellness, and pension plan
- Career and personal development, with the ability to grow in a diverse range of programs and departments
- Access to a range of staff mental health supports, including an in-house counsellor, Employee Family Assistance Program, and Critical Incidents Stress Management
- Access to On-Demand Pay to withdraw earned wages before payday
REPORTING AND WORKING RELATIONSHIPS
- Reports and is accountable to the Vice President of Service Delivery
- Participates as a member of the Connective Directors Team and Service Delivery Directors Team
- Liaises with the staff of Connective as necessary
- Liaises with staff and volunteers of community and government agencies as required
KEY ACCOUNTABILITIES
1. LEADERSHIP AND STRATEGY
- Lead the design and implementation of organizational practice standards and quality frameworks.
- Align practice direction with the organization's mission, values, strategic priorities, and external regulatory requirements.
- Provide expert advice to the executive team on matters of service quality, risk, and professional practice.
- Leads Practice & Standards as an independent department to review and reflect on Connective as a whole, identify areas for improvement, and support change as appropriate and in keeping with the organization’s strategic plan.
- Ensures consistency in Connective’s documentation, processes, values, and culture across all programs and departments, while honouring regional and programmatic nuances.
2. PRACTICE DEVELOPMENT AND OVERSIGHT
- Develop and maintain up-to-date policies, procedures, and practice guidelines that promote effective and ethical service delivery in areas such as child welfare, housing support, mental health, or community outreach.
- Establish mechanisms to monitor adherence to standards and support continuous improvement.
- Conduct service reviews and lead investigations into critical incidents, complaints, or compliance concerns.
- Applies creative and innovative solutions to critical issues and recommends policy changes and improvements, as required.
3. CAPACITY BUILDING AND STAFF SUPPORT
- Guide the professional development strategy for frontline staff, supervisors, and managers.
- Provide coaching, resources, and training opportunities to enhance practice capabilities across diverse service areas.
- Champion reflective practice, supervision frameworks, and staff wellbeing initiatives.
4. QUALITY ASSURANCE AND RISK MANAGEMENT
- Oversee quality assurance systems including audits, case file reviews, client feedback, and outcome evaluations; holding teams accountable where appropriate.
- Identify areas of practice risk and implement mitigation strategies.
- Work closely with safeguarding leads, program managers, and legal counsel where necessary.
- Provides leadership in organization-wide CARF accreditation process and determines strategy to fulfill and improve on recommendations from accreditation and independent review processes.
5. STAKEHOLDER AND SECTOR ENGAGEMENT
- Act as a liaison with sector partners, government bodies, regulatory agencies, and funding partners regarding standards, compliance, and advocacy initiatives.
- Represent the organization in external networks and working groups focused on social service practice and innovation.
WORKING CONDITIONS
- Function independently, while remaining a crucial member of the Service Delivery team
- Adhere to Connective policies and procedures
- Be available to work flexible hours as needed. May include some evenings/weekends, as determined by the regional office needs and schedules
EXPERIENCE AND SKILLS
- A bachelor's degree and/or professional designation
- Five years experience in leadership role overseeing program delivery in the social sector
- Ability to function as a strong team leader, motivator, coach/mentor, and team member
- High level of practice and performance ma
