Program Manager

**FSO has a temporary opening for a part-time Program Manager, Performance and Quality Improvement (PQI)**

Expected Start Date: As soon as possible

Expected Duration: 60 weeks

**About FSO**

Family Services Ottawa (FSO) is an accredited non-profit registered charity serving the Ottawa community for more than 100 years. At Family Services Ottawa, we provide services and programs that help make lasting improvements in people’s lives. Everything we do at Family Services Ottawa is focused on helping our clients. Whether it is coping with stress and anxiety, adjusting to a divorce or separation or support with the challenges of parenting or other family relationships we have programs that can help. By helping the individuals who live in it, we help our community. There is nothing more satisfying than that

**About the Role**

Reporting to the Executive Director, the Program Manager - PQI will lead Family Services Ottawa (the Organization) and the assigned project staff in the development and implementation of a program evaluation framework, and systems and processes designed to enhance data collection, data integrity and to improve systems that measure organizational effectiveness and contribute to the accreditation process. The Program Manager will lead and manage staff and external contractors assigned to related projects and work with other program leaders to ensure PQI process including related reports are implemented. Major responsibilities include:
Program Planning and Management:

- Plan and developing PQI project workplans to achieve the goals for specific project areas; work cooperatively with leaders and stakeholders to manage project priorities and related work assignments
- Provide guidance and managerial oversight and support to project staff ensure deliverables are meeting targets, resolve issues/problems and complaints, escalating to Executive Director where appropriate
- Provide assistance to the Executive Director and Director of Operations as needed, including preparation of reports and related correspondence and coordination of meetings

Quality Improvement and Data Management:

- Lead the development and implementation of quality improvement processes and reports for the organization; attend project committee meetings as required
- Lead the development of a program evaluation framework with external consultant support
- Manage client satisfaction and outcome measurement processes that support program and organization metrics across identified programs
- Support maintenance of privacy legislation standards across the agency, including implementation of best practices, including records management processes
- Compile and analyze statistical data for monthly, quarterly and annual reports as required
- Develop and implement client complaint report structure and process documentation
- Training service providers and staff on the use of data collection systems and methods
- Support the accreditation process for the organization

**Qualifications and Experience**
- A Master's degree in a relevant discipline
- Significant experience with data collection, data management and data reporting
- Demonstrated project management experience
- Demonstrated experience in program evaluation
- Experience in managing and leading staff preferably in a unionized environment
- Experience in the health and social services sector preferably in the mental health field

**Skills and Abilities**
- Excellent verbal and written communications skills in English; French is highly desirable
- Strong analytical skills with significant experience in data collection, data management, data analysis and reporting
- Proficiency with MS Office 365
- A systems thinker; demonstrating sound judgement and discretion
- Strong administrative and organizational skills and the capacity to work under pressure with excellent attention to detail
- Demonstrated understanding of funding agreements and grant writing and administration
- Ability to deal with multiple demands and priorities
- Work co-operatively in a team and in partnerships with other agencies
- Ability to build sound relationships both internally and externally

The rate of pay for this full-time position is $ 31.86 to $36.63 per hour depending on an individual's relevant experience.
- Legal entitlement to work in Canada.
- Current full immunization to Covid-19*
- Vulnerable Sector Check satisfactory to FSO
- Academic credentials
- Subject always to FSO's duty to accommodate under the Ontario Human Rights Code