Manager Stakeholder Relations

To provide leadership in the management and provision of enterprise-wide strategic expertise, initiatives and services in the areas of stakeholder relations, issues management, audit, commission and inquiry/complaint response development in support of the achievement of Public Health Ontario’s (PHO) mission, vision and values.

Key Responsibilities:

- Leads the development and implementation of PHO’s stakeholder relations framework to ensure organization-wide consistency in approaches, protocols and best practices for engagement with a diverse range of clients, partners and stakeholders (e.g. Office of the Chief Medical Officer of Health, Ministry of Health and other provincial ministries, public health units, health care providers, academic organizations, non-governmental organizations, members of the public etc.) in accordance with parameters established by PHO executives and the Board.
- Leads the planning, development and implementation of cross-functional and enterprise-wide policies, guidelines and tools to build organizational capacity.
- Ensures PHO executives and management are provided with strategic expertise, targeted guidance and support in all areas of stakeholder relationship management, customer service, issues management.
- Leads the development and implementation of protocols, systems and processes to monitor, triage, track, analyse and report on issues/inquiries and trends identified through stakeholder engagements and interactions.
- Leads investigating and addressing complaints and the provision of responses to inquiries from non-primary clients.
- Leads the development of enterprise level customer service standards and manages the provision of front-line central reception services at PHO’s Toronto locations.
- Develops PHO enterprise business cases for funding.
- Establishes and maintains connection with the Laboratory’s Customer Service Centre on issues management and customer service principles, protocols and best practices.
- Supports stakeholder relations / engagement planning for enterprise initiatives (e.g., 5-year review, strategic plan).
- Provides expert guidance to inform the design of PHO’s bi-annual client satisfaction survey (a key element within PHO’s performance measurement framework) and leads enterprise level stakeholder relations action planning arising from the survey.
- Manages the provision of secretariat support for key PHO committees and networks, (e.g., Joint Liaison Committee, PHO external advisory committees, Ontario Immunization Advisory Committee) including organizing meetings and the preparation of presentations and briefing and material.
- Initiates and manages critical relationships and partnerships with senior leaders and managers across PHO to provide expertise and enable collaboration on initiatives.
- Chairs/participates in corporate committees, meetings and work groups, as required.
- Develops program operational plan and goals in support of PHO’s overall Annual Business Plan and Strategic Plan.
- Manages budget, service and performance indicators and ensures consistency in corporate requirements and approval processes for financial, human resources, information technology, operational and business planning functions.
- Manages staff, congruent with PHO internal policies and procedures, professional standards, Collective Agreement requirements and other relevant standards, legislation or regulations.
- Models organizational values and organizational culture and embeds values into area of responsibility.
- Represents the Unit, its initiatives and services and PHO in consultations, relationships and collaborative partnerships with government, other provincial agencies, non-governmental organizations, professional associations and other academic and community partners. Liaises with Ministry staff on planning and performance matters where applicable.
- Contributes to the development and implementation of the department’s mandate and operating procedures by taking a significant role in the identification of new programs and projects that fit PHO’s mandate; suggests areas for improvement in internal processes along with possible solutions.
- Keeps abreast of the latest research and developments in area of specialty within PHO and at other agencies.
- Supports PHO in the provision of response in an emergency, pursuant to responsibilities as delegated in an emergency response plan; supports PHO’s 24/7 incident and emergency response through shared participation in on-call schedule, as required.
- Other duties as assigned.

Knowledge and Skills:

- Comprehensive knowledge of, and skills in, stakeholder relations, issues management and project management methods, techniques and best practices to develop and implement relevant strategies, plans, tools and policies with a focus on supporting the achievement of PHO’s mission, vision and values.
- Cumulative breadth of knowledge of Ontario’s complex health system and linkages to the public