Supervisor, Exercise

Job Description

The Supervisor, Exercise & Falls Prevention, Virtual Programs is responsible for overseeing the Group Exercise and Falls Prevention Program and all virtually programming. They are responsible for acting as the principle contact and liaison related to scheduling, site and class management, attendance management and new client registration.

**We are looking for**: a full-time, permanent Supervisor, Exercise & Falls Prevention, and Virtual Programs

**Salary**: Commensurate with experience.

**Hours of Work**: 34 hours/week. This is a hybrid role that spends time in the community, in office and at home.

**Reports to**: Director, Volunteer and Community Programs.

**Responsibilities**:
Exercise and Falls Prevention Program
- Oversee the group exercise and falls prevention class instructors
- Manage Instructors’ class attendance, scheduling and timesheet submissions
- Visit class sites to assess the safety of the space and promote the program
- Monitor and verify class attendance through the program’s tracking software
- Locate new class sites and liaise with property managers
- Collect and input client information and liability waivers into EasyCare
- Work with the manager to complete annual performance evaluations of the exercise instructors
- Assist the manager with the hiring process
- Plan, schedule and attend team meetings with the program instructors
- Attend external meetings with relevant stakeholders
- Effectively log client complaints, compliments and occurrences in EasyCare
- Identify process improvements and work with the manager to find effective solutions
- Run reports monthly and quarterly to evaluate the program’s productivity and predict its ability to meet KPIs

Virtual Programs
- Track all virtual programs occurring within the agency, including number of participants
- Liaise with the Communication team to ensure all virtual programs are current on website and send out through social media, client newsletters etc
- Develop monthly calendar of programs and oversee its distribution
- Schedule all virtual programs that take place within the Volunteer Resources and ensure appropriate levels of staffing
- Run monthly reports to ensure KPIs are being met

Customer Service
- Build a trust-based working relationship with staff, clients and vendors in order to ensure that we effectively meet their needs and resolve concerns in an efficient and transparent manner
- Effectively meet all client services requirements in a courteous and professional manner by efficiently providing accurate information
- Proactively trouble shoot problems, deal with difficult situations, and escalate to upper management when extra assistance is required
- Receive and respond to customer inquiries

Team Building and Leadership
- Build support for agency vision and departmental goals/objectives by communicating, collaborating and leading by example
- Demonstrate the ability to support and work cohesively in a team environment
- Look for daily opportunities to highlight the connection between overall strategy and day-to-day activities
- Provide consistent communication and feedback to program instructors and management
- Act as a change agent to positively encourage others and manage change

Management of Relationships with External Partners
- Actively participate in the Client Services Department, collaborate with, and provide solutions/support to team members and senior member in the department to achieve strategic goals and objectives
- Provide customer support to internal and external customers
- Liaise with external partners to ensure program promotion, representation and community outreach
- Lead by example and demonstrate the organizational values in all personal behavioursAccept referrals according to referral acceptance guidelines and direction from management

Risk, Health and Safety Management
- Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
- Participating in health and safety processes and procedures
- Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
- Participating in all health and safety training initiatives on a regular basis
- Taking proactive action against client incidents within your scope of practice
- Being actively involved in the improvement of the reporting system to prevent future reoccurrences
- Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies
- Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
- Promoting a culture