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CT
Quality Assurance Analyst – Shelter and Homelessness Services
Posted 3 months ago
About the role
- Quality Assurance Analyst evaluating city-funded services to ensure quality standards are met for the Toronto Shelter and Support Services. Conducting assessments and providing consultation on quality assurance-related issues.
Responsibilities
- Conducts on-site quality assurance assessments city-wide at various times of day, including evenings and nights
- Evaluates city-funded services, such as shelters and respites, to monitor program quality and facility conditions, ensuring divisional service standards are maintained
- Educates city-funded service providers on the quality assurance requirements for their premises
- Conducts document reviews and assesses compliance with divisional standards and policies
- Identifies areas of non-compliance with TSSS service standards and directives and indicates the corrective action required
- Documents and reports the results of quality assurance assessments to management personnel
- Prepares reports for contracted agencies, internal files, and divisional use
- Provides consultation to divisional staff on quality assurance-related issues
- Develops and facilitates in-service education sessions for peers and other divisional staff
- Participates in conducting studies, surveys and analyzing findings as required
- Participates in developing, implementing and maintaining operational procedures, information systems, administrative documentation and record control for quality assurance processes
- Conducts joint field audits with supervisors and/or peers to determine adherence to standardized assessment procedures and makes recommendations as required
- Participates in internal committees and work groups
- Carries out other duties as assigned
Requirements
- Post-secondary education in a social and human service-related discipline, or an equivalent combination of education and experience.
- Experience conducting quality assurance/improvement assessments and reviews that include analysis and recommendations, in a social service and/or homeless service setting to assist persons experiencing the impacts of poverty and homelessness, including psycho/social/physical challenges.
- Experience in program evaluation related to the provision of social, human or homeless services.
- Possession of a valid Ontario Driver's License, Class G or G2 and access to a vehicle for daily use would be considered as an asset.
- Working knowledge of homeless and vulnerable populations, including Indigenous peoples, youth, persons with mental illnesses, and persons with addictions, and an understanding of one or more of the systems – employment, health, mental health, addictions, and income supports - that impact people experiencing homelessness.
- Strong interpersonal and conflict resolution skills, including the ability to deal with a variety of sensitive issues with diplomacy and tact.
- Effective oral and written communication skills, including the ability to establish good working relationships with agency partners, the public and other staff.
- Thorough knowledge of the legislation and policies governing the delivery of services to homeless and vulnerable populations, including Occupational Health and Safety Act, Toronto Shelter Standards, the 24-Hour Respite Sites Standards, in addition to other relevant legislation.
- Ability to work under minimal supervision, independently, and to meet monthly assessment targets reliably.
- Able to work as part of a team in a dynamic work environment.
- Ability to organize field work and exercise initiative and independent judgement.
- Ability to maintain neat and accurate records and prepare reports.
- Ability to meet the physical demands of the position, including prolonged walking and standing, frequent travel to various locations across the city, and conducting on-site assessments in a variety of service environments.
- Proficiency with a variety of computer software programs, including but not limited to MS Office.
- Available to work occasional early mornings, evenings, nights, weekends, and holidays as required.
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