National Team Manager , Bilingual

Job Description

About the role

Location : Remote - Anywhere in Canada

The National Team Manager (NTM) is responsible for supporting the development and implementation of PCVRS objectives, strategies and service delivery quality.

The NTM will provide management support across the RSS and RSPVocational teams, ensuring they provide the highest level of service for Participants, and meet and exceed the contractual minimum expectations for performance and service standards.

The role will identify and address priority areas for performance and continuous quality improvement within the program and is a results-driven, experienced manager, able to develop and motivate teams to achieve Key Performance Indicators (KPIs) in a fast-paced environment.

In collaboration with the Director Service Delivery RSS, this role is responsible for maintaining a culture that aligns with WCG’s company values and ethics.

The NTM is responsible for carrying a small caseload of participant files.

What you’ll do

• Monitor and manage caseloads and workflows to ensure optimization of resources and achievement of service standards and ensuring team has the appropriate skills and expertise
• Review and approve reports being submitted to funder for completeness, accuracy, and alignment to program objectives
• Audit participant files for quality assurance purposes, ensuring services are provided within the scope of the contract and meet quality standards and documentation is accurate and thorough
• Ensure Rehabilitation Plans are progressing and being re-assessed monthly, proactively problem solving with RSS when plan is not progressing as anticipated
• In partnership with the RSS Regional Manager, track and analyze team performance against contract Service Standards, Participant outcomes and Participant experiences using scheduled and ad-hoc reports, and develop and implement action plans to address performance gaps
• Support implementation of change management processes related to volume fluctuations, performance issues, or changes in policy impacting service delivery
• Use program reporting tools to analyze current operations and support continuous improvement
• Support development, implementation and communication of process improvements
• Lead or participate in working groups or management meetings across the program
• Support identification, management and resolution of case file escalations
• Develop or collaborate on communications and program documentation to support service delivery excellence
• Support team members to ensure timely, high quality and participant-centered services are provided within service standards
• Hire team members with appropriate skills and qualifications to perform duties required; participate in recruitment, selection, and training of staff as appropriate
• Provide mentorship and coaching to team members to promote quality and consistency in care, and support ongoing professional and personal development goals
• Conduct or participate in evaluations of complex files and files at risk for suboptimal outcome
• Develop Annual Performance Development Plans and review quarterly with each team member
• Pro-actively address performance gaps using Performance Management framework
• Disseminate corporate and / or program information including updates to policies, procedures, and guidelines to team members
• Monitor skillset, experience, and competencies amongst team members through the competency matrix to ensure sufficient capacity of staff with the required competencies and qualifications
• Maintain effective relationships with VAC to ensure the highest quality and consistency of service to program participants
• Create and maintain professional working relationships with program staff and management
• Represent the program and build awareness and commitment among employers and community agencies of the program’s services
• Conduct direct service work which may include Initial Intake Interviews, development of Rehabilitation Plans, implementation / monitoring of Rehabilitation Plans, and completing some vocational services as appropriate

Qualifications

What you bring

• Bilingual (English / French) required
• A current health professional designation, Certified Vocational Rehabilitation Professional (CVRP), or a Certified Vocational Rehabilitation Services Professional Fellow (CVRP F) , or Career Counsellors registered with the Ordre des conseillers et conseillères d'orientation du Québec
• Minimum of five (5) years’ experience in the direct provision of medical, psycho-social or vocational rehabilitation services (or a combination thereof) including the following : o Experience in conducting medical, psycho-social or vocational rehabilitation assessments o Experience working with persons living with mental or physical health problems creating barriers to civilian life o Experience working with a variety of health disciplines in an inter-disciplinary team environment
• Minimum two (5) years’ supervisory experience in disability management and / or case management of rehabilitation services including : Experience analyzing and interpreting medical, psycho-social or vocational assessments and making recommendations based upon critical analysis of information leading to the development of a comprehensive plan and program or care o Strong leadership, supervisory and team building skills
• Advanced Microsoft Office skills including Excel
• Strong program and staff leadership experience, and a rich understanding of provision of services to the Veteran population
• Employment conditional on obtaining federal Reliability Status security clearance

For complete job requirements, see the full Job Description here .

Additional Information

What we offer

• Competitive salary of $95,000 per year
• Comprehensive and flexible health and dental benefits
• Ongoing learning and development opportunities
• Generous time off policy to encourage work / life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork

ICRSVPFIELD

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population.

We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference.

We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.