Quality Assurance Manager (FT / Onsite)

Mission Impact & Role Summary:

Reporting to the Executive Director, the Quality Assurance Manager enhances the dignity and quality of life of our clients through their responsibility for providing leadership across the organization by leading and planning, coordination and evaluation of organization-wide quality management. This position is responsible for the development and maintenance of standards, policies and procedures, accreditation, performance indicator tracking, occupational health and safety, emergency preparedness and other quality management practices.

Our values of hospitality, quality, respect, responsibility, and spirituality are demonstrated through the uplifting of standards and continuous quality assurance throughout Good Shepherd Ministries. This is achieved through the professional collaboration with appropriate departments and resources and the accurate documentation and maintenance of records.

Through their work, the Quality Assurance Manager contributes to Good Shepherd Ministries’ commitment to ensure clients are treated with respect and dignity, and that the highest standards of work are being met, affirming the value and importance of quality to all stakeholders of Good Shepherd.

Duties and Responsibilities

• Ensure a quality management system is implemented and maintained that meets accreditation requirements
• Analyze data and develop user friendly reports that provide information to assist the organization in the identification of issues, monitoring, trending, and developing action plans to address improvement opportunities or gaps. This will include the development of reports for staff, committees, management and the Board of Directors
• Provide support, education, and coaching for quality and performance improvement
• In collaboration with management, develop the Good Shepherd annual quality improvement plan with balanced scorecards, including development of methodology, timelines and general approach, including regular reporting and analysis

Accreditation

• Lead the accreditation process. Facilitate the inclusion of accreditation standards requirements into daily operations
• Coordinate on-site survey requirements, schedule and documentation
• Assist in the interpretation of accreditation requirements and provide ongoing communication on the accreditation program
• Establish priorities, develop and maintain timelines. Advise teams and management of progress
• Develop post-survey action plans with teams. Follow up with action plan implementation and evaluation

Corporate Policy Management

• Oversee the regular review of corporate policies and procedures
• Ensure the Good Shepherd meets legislative requirements under the AODA

Risk Management

• Coordinate and provide leadership in organization-wide efforts directed at elimination of detected risks and identification/prevention/mitigation of potential risks
• Provide consultation and guidance in the formulation and initiation of risk reduction/prevention strategies
• Develop and manage the risk management reporting process including reporting of sentinel or serious events, analyzes data and provides reports for staff, quality improvement teams, senior management, and the Board of Directors

Emergency Preparedness Program

• Ensure that emergency preparedness plans are prepared and maintained
• Perform other related duties as may be required from time to time in response to operational and client needs.

Corporate Privacy Officer

• Oversee the development, implementation and maintenance of the Good Shepherd confidentiality, privacy and security-related policies, procedures, guidelines and standards
• Provide/coordinate support to each program related to identification, investigation and redress of any privacy-related requests and privacy breaches
• Establish processes for privacy audits for various information systems

Occupational Health and Safety

• To observe all Good Shepherd health and safety rules and work in compliance with the provisions of the Occupational Health and Safety Act and its regulations
• To use or wear the equipment, protective devices or clothing that Good Shepherd requires to be used or worn;
• To report to the Good Shepherd or their advisor, in accordance with the established reporting methods, the absence of or defect in any equipment or protective device of which the employee is aware and which may endanger themselves or another worker;
• To report to their employer or supervisor any contravention of the Occupational Health and Safety Act or its regulations or the existence of any hazard of which they know;
• To ensure that protective devices required by the Occupational Health and Safety regulations or by the Good Shepherd are not removed or made ineffective in any way without providing an adequate temporary protective device and when the need for removing or making ineffective and protective device has ceased, the protective device shall be replaced immediately;
• To ensure that work is conducted and that any equipment, machine, device or thing is used or operated in a manner that does not endanger the employee or any other worker; and not to engage in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct.

Skill, Nature and Scope of Qualifications

• Actively practices the Mission, Vision, and Values of Good Shepherd Ministries.
• Decision making skills with high degree of independence and strength in problem solving and accomplishing priorities
• Demonstrated leadership and change management, facilitation and coaching skills
• Excellent communication (verbal and written), analytical and project management skills
• Strong knowledge base of quality management conceptual models, tools and principles
• Minimum five years’ management experience in related roles (such as quality improvement, risk management, or accreditation)
• Advanced computer skills, experience in MS Word, Excel, PowerPoint and other programs/applications
• Experience in information technology working in a medium to large sized network of servers, desktop systems/products, and communications devices
• An ability to appreciate the complexity and demands of ‘hard to serve’ individuals from diverse backgrounds.
• Ability to work effectively as a member of a team with the ability to communicate effectively with individuals from diverse backgrounds.

To apply for this position please submit your resume to [email protected] with the Job Title (Quality Assurance Manager) in the subject line.

Good Shepherd Ministries values and is committed to diversity and inclusion. We offer accommodation for applicants on request for those taking part in all aspects of the selection process. Please contact the Human Resources Department [email protected] if you require accommodation.

We thank all applicants for their interest in our organization. However, only those selected for an interview will be contacted.

Company Description Good Shepherd Ministries is a registered charity that has served homeless and disadvantaged individuals in Toronto since 1963. The organization offers food, shelter, clothing, and other essential services free of charge in a spirit of compassion, trust, acceptance, and respect. Its programs include Good Shepherd Centre, a shelter for homeless men; Barrett House, Toronto’s first supportive housing residence for people living with HIV and AIDS; and St. Joseph’s Residence, supportive housing for formerly homeless men over the age of 55. Team members help restore dignity and hope for people experiencing significant hardship and are part of an organization deeply rooted in community service.