- Monitors and manages caseloads and workflows to ensure optimization of resources and achievement of service standards and ensuring team has the appropriate skills and expertise
- Reviews and approves all Rehabilitation Plans and Closure Reports being submitted to funder for completeness, accuracy, and alignment to program objectives
- Regularly audits 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
- Ensures Rehabilitation Plans are progressing and being re-assessed monthly, pro-actively problem solving with RSS when plan is not progressing as anticipated
- Documents, supports and resolves Participant and/or VAC Case Manager complaints
- Supports RSSs by attending Case Conferences when needed
- In partnership with the RSS Regional Manager and Quality & Performance Management team, tracks and analyzes team performance against contract Service Standards, Participant outcomes and Participant experiences using scheduled and ad-hoc reports, and develops and implements action plans to address performance gaps
- Supports the RSS Regional Manager to implement change management processes related to volume fluctuations, performance issues, or changes in policy impacting service delivery
- Supports RSS team to ensure timely, high quality and participant-centered services are provided within service standards
- Meets with RSSs regularly, both individually and in a team, to develop strategies for continuous improvement within the program
- Develops Annual Performance Development Plans and reviews quarterly with each team member
- Pro-actively addresses performance gaps using Performance Management framework
- Coaches and mentors RSSs to support their ongoing professional and personal development goals
- Uses reports and tools to support management and continuous improvement planning to optimize performance within the team
- Establishes and maintains good relationships with the business community and community agencies that can benefit regional service delivery to improve participant outcomes and experiences
- Conducts 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
- Bilingual (English/French)
- Competitive salary of $,. 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
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Rehabilitation Service Specialist - St. John's, Canada - WCG International
Description
Job Details
Description
Who we're looking for
RSS Team Manager
Program: RSVP
Status: Permanent Full-Time
Location: Remote - Supporting the Atlantic Region working in AST
Like WCG, you believe in the power of work to transform lives. As an RSS Team Manager, you'll be responsible for the successful delivery of program services within their team. This role provides mentoring and support to their team of Rehabilitation Service Specialists (RSSs) on a day-to-day basis including direct management of individual performance. The RSS TM ensures all relevant service standards and participant outcomes meet contract requirements, using performance measurements and tools to identify gaps. The RSS TM is responsible for carrying a small caseload of participant files.
What you'll do
What you bring
Capabilities and experience
Preferred Criteria:
What we offer
Rehabilitation Service Specialist professionals in St. John's
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Chelsea Linfield
Customer Success Professional
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Sergio Losco
Dedicated Manager
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Margaryta Udovenko
Former ESL teacher