Supervisor, Quality Assurance

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Our Team**:
In Community Services, we work toward creating a community where everyone has the opportunity to thrive, and no one is left behind. We take an integrated approach to service delivery where the service user and the community are partners in that vision.

**The Opportunity**:
This exciting opportunity would be well suited for a transformational leader who is looking to be part of a dynamic team. The Supervisor, Quality Assurance & Integration will be responsible for supervising quality assurance programs to support service areas such as housing, children’s, employment, income support in meeting legislated, departmental, and corporate standards and commitments. They will also work closely with community partners to support service delivery.

You will supervise staff in Strategic and Quality Initiatives which may include the following positions: Training Specialists, Policy and Technology Specialists, Internal Review Specialists, and Ontario Works Caseworkers in the Enhanced Verification Process role. You will organize work assignments, lead recruitment, arrange vacation coverage, and provide program direction to staff reporting to other managers, as required. You will assist in administering contracts with consultants, community agencies, and businesses for the provision of training and program development.

You will supervise the development of and coordinate implementation of new/amended programs, training, initiatives, and business processes in response to policy and legislation changes, and work with service area managers to ensure legislation/requirements are incorporated into internal processes.

You will supervise/conduct evaluations and audits to ensure information, programs, and services meet legislation, standards, and service area requirements, and staff compliance with the same.

You will recommend corrective actions and continuous improvements, provide reports and develop proposals and recommendations for service enhancements.

You will lead communities of practice to support expertise, knowledge exchange, and best practice in integrated service delivery. You will provide oversight of professional practice standards and identify/facilitate alignment with departmental values/standards. You will facilitate team meetings and provide individual support.

You will participate on committees and represent the Department with community agencies, educational institutions, municipalities, and other organizations to discuss issues, exchange information, and facilitate service delivery.

You will resolve complaints escalated from staff as they relate to service and data issues.

You will have a p-card and authorize purchases for program resources.

You will advise on and direct the issuance of discretionary and mandatory benefits provided under Provincial legislation.

You will coordinate programming with other supervisors (e.g., vacation schedules, training, communities of practice, orientation) and advise management regarding policy interpretation, development and training programs, services, and related issues. You will consult with management and staff regarding program-related issues and consult with the Manager regarding liability issues and concerns.

You will consult with Ministry staff regarding programs and service delivery.

You will perform related duties, as required.

Knowledge of policy and program development, quality assurance concepts and approaches, training, adult education, curriculum design and evaluation, group facilitation, coaching, and mentoring, normally acquired through a university degree in a related field, plus progressively responsible related experience.

Knowledge of and ability to comply with policies, procedures, related legislation (e.g., social assistance, disability support, health and safety, employment insurance, privacy, audit, housing, children’s services), and collective agreements.

Research, analytical, problem solving, and continuous improvement skills to conduct needs assessments; and plan, research, develop, coordinate, and implement programs, initiatives, policies, procedures, and practices. Project management skills to lead process improvement projects to support the Department’s service philosophy.

Knowledge of technology-enabled service delivery.

Human relation