Job Specification

Purpose :

To provide leadership and direction in an assigned geographic area/functional process, for the establishment of a service delivery framework for programs and services.

To lead the development of local strategies and activities that is aligned with emerging priorities and government directions and is compliant with relevant legislation and/or standards of performance and ensures program integrity and client service.

Key Responsibilities :

1. Manages the development, implementation, monitoring and overall delivery of services to ensure effective delivery by staff to clients. Provides overall leadership in the planning, implementing, and delivery of effective and comprehensive programs and ensuring program integrity and quality service, consistent with legislation, regulations, provincial strategic directions, policies, and procedures.
2. Participates in the planning and development of standards and procedures; leading, managing and implementing changes in the services resulting in business process reviews, policy revisions, legislative changes, and client needs while maintaining program integrity and quality service. Implementing various projects/initiatives across a region/functional process.
3. Makes program management decisions for the area, including overseeing service delivery times, for highly specialized services. Assess the impacts of service delivery issues and emerging program trends and communicate these to the corporate branches. Manages contentious FIPPA requests.
4. Develops, manages and maintains effective linkages with contacts in regions/functional process, other ministries and jurisdictions to identify opportunities and relevant organizations/municipalities in order to promote and market services. Utilizes a strategic focus to identify gaps and trends at the provincial, regional, functional process level or in designated communities across a region/functional process.
5. Conducts compliance, organizational reviews of service providers by overseeing the provision of technical advice and consultation, and to verify that policies, programs and operating practices are in compliance with applicable legislation and relevant policies, directives and standards.
6. Develops and implements processes for investigating complaints related to services provided and responds directly to complaints of a contentious nature from clients. Oversees or prepares a variety of briefing material in support of Senior Management, and briefs Senior Management on critical issues and recommendations as needed.
7. Oversees the performance measurement of the results and/or outcomes of service delivery in achieving operational goals, assessing their effectiveness in meeting standards and other key indicators. Determines corrective action on service shortfalls based on risk assessment and impact on local program objectives.
Managerial Responsibilities
1. Leads and manages a team(s) in the delivery of a program or service operation and contributes to financial, business, strategic planning and evaluation processes.
2. Identifies financial, material and human resources needs, manages and controls the operational/program/project or activities budget. Contributes to long term financial and resource planning.
3. Promotes a values-based and inclusive team through employee engagement, communicating program deliverables, setting and evaluating performance standards, recommends merit increases, identifies staffing needs, and makes hiring decisions, recommends discipline where required, and promptly addresses employee relations matters.
4. Develops and sustains internal and external stakeholder relationships to coordinate shared interests.
5. Responsible for ensuring compliance with regulatory, legal, financial, collective agreements and ministry policy commitments and advising senior management of sensitive issues/matters.

Qualifications :

Not applicable.

Factors :

Knowledge :

Ministry strategic directions, policies, programs and service delivery models, to provide operational management of a program area, service or initiative, to determine and plan for program resource requirements and to ensure alignment of programs/projects with corporate, division and branch goals and objectives.

Human resources practices, policies, directives and collective agreements in relation to recruitment, training and development and labour relations to support an inclusive and engaged team; address employee issues and to support talent management.

Government and ministry financial and administrative procedures, to manage and control allocated financial and material resources, including developing annual budgets, and managing assets and contract service providers.

Expertise in project management principles and methodologies to manage the delivery of program plans, initiatives and goals.

Linkages with and services provided by other levels of government and the social, cultural and demographic characteristics of the populations served, including the nature of socio-economic organizations within the community and awareness. of economic: trends to establish critical linkages and relationships and credibility in the delivery of programs and services that serves the needs of the community.

Computer operation, program databases and information management systems to retrieve and assess program and services information and to generate reports that measure effectiveness of program and service delivery.

Understanding of applicable legislation, acts, regulations, provincial strategic directions, policies, and procedures.

Program Responsibility :

Responsible for implementing and providing oversight in the management and delivery of the program and ensures the timely, efficient and effective delivery of the program in accordance with relevant legislation, regulations, ministry/divisional operational policies and procedures while providing optimal utilization of all resources.

Responsible for maintaining quality and customer service by identifying, analyzing and resolving gaps in service, and quality and client service problems; identifying trends; planning, evaluating and improving the efficiency of business and/or operational processes and procedures to enhance speed, quality, efficiency and output.

Responsible for ensuring all OPS, ministry, divisional and/or operational performance measures and service standards are achieved.

Responsible for the depth and quality of interpretations of information and for deciding, monitoring and evaluating the program's effectiveness, ensuring that assigned programs and projects are aligned with corporate priorities, policies, and operation needs; ensuring that knowledge, tools, services and policies developed are consistent with the ministry's strategic goals and objectives; for the soundness of advice to the managers, directors, and other senior management.

Analytical Thinking :

Evaluates the results and outcomes of delivered programs and services to identify opportunities for improvement.

Analyzes and assesses current processes and business performance and recommend program, policy and process changes and address contentious issues, often of a sensitive and political nature.

Interprets the information requirements of internal and external stakeholders including advocacy groups, i.e. statistical data required for regular and ad hoc reports supplied to the Minister, Deputy Minister, stakeholders and the public, develop processes for the effective collection and reporting of data, analyze data and alert senior staff to trends/concerns.

Planning / Coordinating :

Coordinates and plans the delivery of a program, operation, service or project considering the strategy and mandate of the branch and ministry.

Determines financial, material and human resources needs, coordinates operations with other areas of the branch and division, and organizes work to meet program objectives. Participates in divisional results based and strategic planning, processes.

Coordinates consultation and advisory meetings relating to program/service initiative with external and internal stakeholders, partners and consultants.

Plans, develops, implements, coordinates and oversees the overall management including the day-to-day operations of the program. Manages the business planning process for the program, including fiscal and resource management.

Planning of both short and long-term initiatives, with consideration towards multiple internal and external partners and organizations. Identifies opportunities and recommends improvements to business processes, procedures, and practices to maximize cost-effectiveness and ensure efficient and effective results in a constantly changing, occasionally complex program.

Assists in developing business continuity plans including contingency plans to manage local operations in the event of a labour disruption; provides for the seamless and integrated implementation of new/revised processes and procedures.

Manages operations within an assigned geographic area; leads and sets business goals and objectives, operational and work plans, establishes priorities, ensures adequate controls and reconciliation processes and procedures for full program budget utilization within the fiscal period.

Leadership/Guidance :

Manages its team(s) by communicating values, strategies, expectations, and promotes an engaged and inclusive environment.

Ensures that identified organizational standards and operational goals are met by: contributing to succession planning; establishing performance standards; conducting regular performance management reviews; recommending merit increases; determining the organization of the work unit and by building individual and team competencies

Identifies and recommends staffing needs, conducts recruitment and selection activities, manages orientation/training, develops remedial plans; addresses employee/labour relations/employee matters.

Independence of Action :

Works under the general direction of the manager /management team and within the framework of ministry, division, branch policies, directives, guidelines and objectives.

Exercises independence of action in participating and providing program/service recommendations as a member of the management team. Provides expert opinions/briefings, advice to senior management on identified and emerging issues impacting program or service goals, outcomes or efficiencies.

Exercises discretion and independent judgment to determine and manage work activities where past practices may not exist.

Responsibilities undertaken are limited by the wide framework of legislated authorities, policies and goals specific to the program.

Ensures the effectiveness of performance measurement processes; identifies performance gaps or issues with delivery of services; implements corrective action as necessary.

Fosters and develops collaborative and cooperative relationships with communities/organizations/municipalities in order to promote program services.

Interpersonal/Communication :

Collaborates with branch/division colleagues on policy development, issues management, and coordination of programs.

Provides information and briefings and recommendations to senior management in order to resolve contentious issues.

Promotes programs and services with stakeholders, engages in joint program development activities, explains and interprets ministry policies, legislation and processes, discusses and recommends new program and policy developments, discusses and negotiate partnership agreements, and addresses issues.

Discusses contracts and service level agreements with external service providers; discusses performance measures, evaluates compliance with contract requirements, and determines corrective action in cases of non-compliance.

Leads numerous committees related to the program area.

Establishes relationships and linkages with stakeholders, negotiates and promotes ministry position and interacts with a wide variety of contacts within government, other governments, community organizations, stakeholders and service providers.

Communicates with clients who often have significant barriers and many with mental health issues.

Physical Effort :

Most of the time is spent in an office environment with frequent opportunity to move about.

Sensory Effort :

Requires visual attention and concentration (i.e. reading without interruption) to develop and examine details of program plans, and determine the efficacy of program results and recommendations.

Requires concentrated effort during negotiations with stakeholders and service providers for such purposes as settling issues, developing improvements to programs.

Working Conditions :

Work is performed in an office environment but working with vulnerable client populations and addressing their needs, dealing with people in distress.