Supervisor, Quality Assurance

Supervisor, Quality Assurance & Integration (Community Services)

**Job Number**:2821

**Job Type**: Full-Time
**Location**: 99 Regina St S - Public Health & Community Serv
**Job Category**: Health Care and Social Assistance
**Number of Positions**:1
**Department**: Programs and Partnerships
**Division**: Community Services
**Hours of Work**: 35
**Union**: Management/Management Support
**Grade**: Management/Management Support Grade 06
**Salary Range**: $91,291.20 - $114,114.00
**Posting Date**: May 13th, 2025 at 12:00am

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
- Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
- Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

**The Role**
- Supervises quality assurance programs to support service areas (housing, children’s, employment, income support) in meeting legislated, departmental, and corporate standards and commitments. Exchanges information with community partners to support service delivery.**Duties/Responsibilities**
- Supervises program facilitators, quality specialists, an appeals officer, and administrative staff. Organizes work assignments, leads recruitment, arranges vacation coverage, and provides program direction to staff reporting to other managers, as required. Assists to administer contracts with consultants, community agencies, and businesses for the provision of training and program development.
- Supervises the development and coordinates implementation of new/ amended programs, training, initiatives, and business processes in response to policy and legislation changes. Works with service area managers to ensure legislation/ requirements are incorporated into internal processes.
- Supervises/ conducts evaluations and audits to ensure information, programs, and services meet legislation, standards, and service area requirements, and staff compliance with same. Recommends corrective actions and continuous improvements. Provides reports, and develops proposals and recommendations for service enhancements.
- Leads communities of practice to support expertise, knowledge exchange, and best practice in integrated service delivery. Provides oversight of professional practice standards, and identifies/ facilitates alignment with departmental values/ standards. Facilitates team meetings and provides individual support.
- Participates on committees and represents the Department with community agencies, educational institutions, municipalities, and other organizations to discuss issues, exchange information, and facilitate service delivery.
- Resolves complaints escalated from staff as it relates to service and data issues.
- Has a p-card and authorizes purchases for program resources.
- Advises on and directs the issuance of discretionary and mandatory benefits provided under Provincial legislation.
- Coordinates programming with other supervisors (e.g., vacation schedules, training, communities of practice, orientation). Advises management regarding policy interpretation, development and training programs, services, and related issues. Consults with management and staff regarding program-related issues. Consults with Manager regarding liability issues and concerns.
- Consults with Ministry staff regarding programs and service delivery.
- Performs related duties, as required.

**Knowledge, Skills, and Abilities**
- 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 ski