Supervisor, Performance and Quality Improvement IES (2025-532-CP)

Supervisor, Performance and Quality Improvement IES (2025-532-CP)

WoodGreen Community Services is seeking a Supervisor for Performance and Quality Improvement in our Integrated Employment Services (IES) program. This is a permanent, full‑time, non‑bargaining unit position. Work hours are 35 hours per week (Monday to Friday, 9 a.m. to 5 p.m.), and the role is exclusively onsite at 2930 Lake Shore Blvd. West. Salary ranges from $55,000 to $64,000 per year. The application deadline is January 8, 2025 (11:59 p.m.).

Who We Are

WoodGreen is a United Way Anchor Agency and a team of diverse change makers dedicated to improving communities. We continue to develop solutions to critical social needs, aiming to become a centre for equity. We welcome applicants from Indigenous peoples, racialized persons, women, persons with disabilities, 2SLGBTQIA+ persons, and others committed to inclusive innovation.

Program Overview – Integrated Employment Services (IES)

The IES program supports jobseekers in overcoming systemic barriers and obtaining employment. We are evolving our service delivery model to enhance performance‑based funding, strengthen client outcomes, and incorporate innovative tools such as AI. The programme is focused on creating equitable opportunities and measurable community impact.

What You Will Do

• Champion quality and compliance by aligning service delivery with IES performance standards and funder expectations.
• Drive operational efficiency through improved processes, accurate reporting, and data‑informed decision‑making.
• Lead initiatives for consistency and scalability, leveraging technology to enhance accountability and outcomes.
• Coordinate performance monitoring, operational support, financial reconciliation, and policy/business systems administration across all IES centres and related functional areas (e.g., Booking Centre, Employer Engagement).
• Manage activities such as data analysis, forecasting, performance improvement projects, and financial claims management while exercising confidentiality and judgment.
• Perform high‑level communication, collaboration, analytic, and initiative‑driven tasks in a respectful, inclusive environment.

Key Responsibilities

• Performance Monitoring, Data Analysis & Reporting
  • Monitor program and site‑level performance using Power BI dashboards and reporting tools.
  • Analyze key indicators to identify trends, risks, and opportunities.
  • Prepare reports, dashboards, and briefing materials for data‑driven decisions.
  • Share best practices and update policies, manuals, and training resources.
  • Coordinate performance improvement projects across teams for consistency and scalability.
• Financial Administration & Claims Processing
  • Manage financial reconciliation for vendors and client supports.
  • Process payments, reconcile documentation, and oversee program credit‑card approvals.
  • Coordinate and submit Employment Related Financial Support claims.
  • Maintain quality assurance and compliance throughout financial processes.
• Operational Coordination & Executive Administrative Support
  • Organize meetings, agendas, logistics, and follow‑up for cross‑site initiatives and Senior Manager support.
  • Maintain trackers, issue logs, and progress reports for operational priorities.
  • Oversee project workplans and milestone tracking.
• Policy, Procedure & Knowledge Management
  • Ensure alignment with Integrated Employment Service Guidelines and agreements.
  • Consolidate and maintain program policies, workflows, and service standards.
  • Lead updates, dissemination, and training sessions when procedures change.
• Human Resources & Cross‑Site Coordination
  • Track probabil periods, performance review deadlines, and disciplinary documentation.
  • Coordinate marketing and operational activities across sites.
  • Foster collaboration and continuous improvement.
• Collaboration, Innovation & Internal Relationships
  • Partner with the Project Management Office, Digital Transformation Office, Performance‑Based Funding, Career Success team, and other stakeholders.
  • Support internal working sessions and develop guidance documents.
  • Demonstrate commitment to equity, trauma‑informed practice, and inclusive engagement.
  • Perform other related duties as assigned.

What You Bring to the Team

• Post‑secondary degree or diploma in business administration, public administration, analytics, social services, project management or a related discipline.
• 3–5 years of experience in data analysis, program administration, research, operations support, or performance reporting—ideally in human services or employment services.
• Experience working with sensitive personnel information, finance processes, and operational reporting.

What Will Set You Apart

• Demonstrated experience extracting, analysing, and interpreting data to support decision‑making.
• Strong Excel and Power BI literacy, with ability to manipulate, segment, filter, and present data.
• Familiarity with the EOIS CaMS system and WCG’s FFAI case‑management system is an asset.
• Proficiency in administrative coordination, scheduling, agenda preparation, minute‑taking, and action tracking.
• Experience with performance measurement, quality assurance, forecasting, or root‑cause diagnostics.
• Proficiency in processing payments, reconciling accounts, and preparing financial claims packages.
• Excellent written communication skills, including preparing reports, procedures, and presentations.
• Proven ability to work collaboratively across teams and functions.
• Analytical problem‑solving with strong judgment and initiative.
• Experience coordinating working sessions, follow‑ups, procedural roll‑outs, and training.
• Ability to manage confidential information with discretion and respect.
• Experience supporting culturally diverse and traditionally marginalized populations through respectful, trauma‑informed practice.
• Understanding of employment services, labour‑market issues, client journeys, and service barriers is an asset.

EEO Statement

WoodGreen is committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage applications from Indigenous peoples, racialised persons, women, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.

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