Career Opportunities

Title: Manager of Client Services, Satisfaction and Quality Assurance

Hours of Work: 35 hours a week, including evening and weekend work.

Salary: Salary commensurate with the successful candidate’s skills and credentials, and in keeping with the current salary grid

Position: Permanent, Full Time; This position is part of the leadership team. 

Location: West End Toronto; TTC accessible;

Job Summary:

Responsible for monitoring and evaluation of counselling services within AWHL to ensure effective quality care. This position reports directly to the Executive Director or her designee.

Organizational Summary

The Assaulted Women’s Helpline (AWHL) is a dynamic community-based organization providing 24-hour, 7-day-a-week telephone and online crisis counselling and referral service for all women in the province of Ontario experiencing abuse. AWHL works from an integrated feminist, anti-racist, and anti-oppressive framework. AWHL’s team of trained counsellors provide crisis counselling, safety planning, emotional support, information, and referrals.

We are a multi-disciplinary team of women committed to providing exceptional, respectful, and appropriate service to women who have and are experiencing violence or the effects of violence, trauma, and abuse. We are a diverse, dedicated group, striving to be part of the solution to eradicate all forms of violence against women, first and foremost through the provision of the crisis line service. AWHL staff team is also committed to working in a coordinated way with community partners and sister agencies towards bridging gaps in service and identifying emerging issues or trends relevant to the women we work with.

Responsibilities

Quality Assurance:

• Oversee the Quality Assurance Team and ensure the integrity of quality assurance.
• In partnership with the Quality Assurance Team, review call recording and online chat for quality assurance.
• Deliver performance feedback to individual crisis line counsellors with a monthly follow up meeting or monthly call review.
• Identify areas for improvement and develop improvement plans and goal expectations with individual crisis line counsellors. Ensure proper follow through and provide job coaching in the moment and where necessary.
• Working in collaboration with the Crisis Line Manager, assist with employee performance and evaluation
• In partnership with the leadership team, identify and implement training and professional development opportunities for crisis line counsellors
• Work with the leadership team to establish, implement, and maintain AWHL’s quality assurance procedures, policies, objectives, as well as short-term and long-term goals
• Work in collaboration with the Crisis Line Manager to ensure a high value experience on the crisis line and online chat for clients
• Ensure service user complaints processes are followed and documented
• In partnership with the leadership team, participate in staff onboarding and orientation to ensure new staff understand quality assurance metrics

Monitor and Evaluation:

• Coordinate the systematic collection, analysis, and interpretation of appropriate monitoring and evaluation data
• Ensure the integration and quality of monitoring and evaluation activities into all programs
• Ensure that services and programs consistently meet client needs
• Review current data collection tools and work to improve data collection and analysis
• Monitor and evaluate progress towards meeting annual work plan objectives and expected outputs and outcomes
• Monitor service and program evaluations to ensure goals and objectives are being met
• Working with the Director of Administration and Service Support, ensure effective statistical reporting to meet reporting requests from funders, partners, and key stakeholders

Community Relations:

• Establish and maintain good working relationships and collaborative arrangements with community groups, to help achieve organizational goals
• In partnership with the leadership team, coordinate and participate in awareness raising, advocacy and education initiatives and activities in relation to issues of gender-based violence, woman abuse, violence against women and women’s equality rights, and elder abuse 
• Represent AWHL on appropriate community committees
• Participate in public events and networking that promote and build awareness of AWHL services as requested by the Executive Director
• Conduct external training programs as requested by the Executive Director

Strategic Leadership:

• Promote and demonstrate mission, values, and standards of the organization through example and consistent behavior
• Define the values in ways that provide guidance to staff on how to perform their work
• Foster a culture that encourages and nurtures participation, continuous learning and improvement, creativity, and innovation
• Support the development of Service Standards that are aligned with the organization’s values to support a consistent, client-focused approach to service delivery
• Ensure that AWHL’s values are reflected in organization-wide program systems and processes
• Participate in the development of organization planning and policy creation
• Participate in the development or implementation of improvements in key areas of organization activities

Finance and Administration

• Ensure that the Administration and Support Services Coordinator receives appropriate purchase orders, cheque requisition forms and petty cash receipts
• Coordinate and/or write monthly program reports for the Board of Directors
• Support the development of effective proposals, recommendations, and other documents

General:

• Possess a solid understanding of the collective agreement and enforce all policies, procedures and guidelines, routines and requirements as per AWHL policy
• Maintain a positive, healthy, and safe work environment in accordance with all appropriate legislation and regulations
• Maintain co-operative working relationships and participate in the general operation of the organization
• Work on the crisis line/Seniors Safety Line when requested by the Executive Director and/or her designee.
• Other duties as assigned.

Qualifications:

• Post secondary degree in a discipline relevant to the job function or equivalent combination of post secondary education and management experience
• At least five (5) years of related program planning and development, monitoring and evaluation, quality assurance implementation, processes, and practice; experience within the following sectors will be considered an asset: violence against women, mental health and addictions, homelessness and housing, HIV/AIDS and/or the criminal justice/legal system
• Extensive experience monitoring, analyzing performance and providing feedback to employees
• Extensive experience leading, motivating and managing staff in a fast paced, unionized customer service environment
• Considerable experience with developing and implementing quality management processes with scored cards and delivery of staff development training programs
• Experience with call centre related systems (including telephone, quality management and performance metrics) and preparing related reports
• Ability to effectively initiate, lead, and implement proactive and progressive change to redesign business processes, policies and procedures and to facilitate operation improvements
• Highly developed human relations skills, analytical and conflict resolution skills, with the ability to communicate both orally and in writing at all levels of the organization
• Understanding of and commitment to preventing and ending elder abuse and gender-based violence;
• Demonstrated commitment to trauma-informed, feminist, anti-racist and anti-oppressive practices.
• Commitment to providing leadership in reducing barriers to social support services experienced by marginalized communities; Self-motivated with the ability to shift priorities with ease and resiliency
• Proficiency in computer hardware, software and database applications
• Satisfactory Vulnerable Sector Checks (PVSC) with future checks every three (3) years
• Required to work occasional weekends and/or evenings, when required
• Ability to speak languages other than English an asset

How to Apply:

Please include a cover letter with your resume. Your cover letter should outline your essential skills and contextualize why you are interested in this role. Resumes received without a cover letter will not be considered.

Email your application to the hiring committee at mdang@awhl.org.  Closing date: October 11, 2021

As part of the Assaulted Women’s Helpline commitment to the development of a staff team, we strive to represent the diverse communities that we service and to foster an inclusive, barrier-free and accessible environment. Individuals who are First Nations, Metis, immigrant, refugee, LGBTQ2, individuals with disAbilities, and from racialized communities are encouraged to apply.

We thank all applicants for applying. Only those selected for an interview will be contacted. No phone calls please.

If you have been contacted for an interview and require an accommodation due to disability to participate in the recruitment and selection process, please advise and we will work with you to meet your needs.