Job Posting 86447

Senior Manager, Performance and Quality Improvement
Vancouver & Lower Mainland
Vancouver, BC
closes in 14 days (Fri, 26 Aug)
full time  •  Based on Experience

At S.U.C.C.E.S.S., you will be able to grow and develop alongside a diverse team of professionals and enjoy great benefits and perks. Experience what it is like to join a purpose-driven organization and make meaningful contributions to our community. Explore our amazing new opportunities.


Department: Corporate Support


Number of Positions: 1


About the Position:

The Senior Manager is responsible for leading, overseeing, and implementing S.U.C.C.E.S.S.’s Performance and Quality Improvement (PQI) program. This position promotes a culture of excellence and continual improvement, supports departments/programs in the process of achieving quality improvement, monitors implementation of PQI systems, processes and practices, and ensures S.U.C.C.E.S.S. continually meets Council on Accreditation (COA) standards. The Senior Manager is also responsible for working with the Privacy Officer to implement and monitor the agency’s privacy management program in accordance with the BC Personal Information Protection Act (PIPA) and the Canada Personal Information Protection & Electronic Documents Act (PIPEDA). Additionally, this position works closely with the senior leadership team as well as other leadership staff to ensure effective systems and practices are implemented consistently across all programs and corporate support areas of the agency.


Reports to: Chief Executive Officer (CEO)


Key Duties & Responsibilities:

Performance & Quality Improvement


  • Oversees the development and implementation of the agency PQI program, including the PQI framework, policies, processes and practices, in accordance with COA standards
  • Provides orientation, training, and support to departments/programs in the implementation of the PQI program including areas such as information management, service record reviews, data collection and analysis, and program evaluation
  • Maintains up-to-date knowledge about PQI and COA, and provides subject-matter expertise and support to departments/programs including problem solving
  • Chairs the agency PQI Committee and leads the Committee in developing, implementing, and monitoring the Annual PQI Plan and other PQI activities
  • Collects, analyzes, and interprets quantitative and qualitative data related to service impact, quality, and operational performance in order to promote an evidence-based approach to optimal service delivery
  • Communicates PQI findings in a manner that actively engages staff, clients, volunteers, and other stakeholders in the PQI process
  • Prepares PQI, COA and related plans and reports for internal and external stakeholders as appropriate
  • Supports the review and revision of agency policies to ensure adherence to COA standards and PQI best practices
  • Ensures the agency is meeting COA standards and oversees preparation for the COA accreditation process


Privacy Management


  • Working with Privacy Officer, implements and monitors the agency’s privacy management program to ensure compliance with  PIPA and PIPEDA
  • Reviews and coordinates responses to requests for access to personal information as well as privacy-related inquiries/complaints in coordination with the Privacy Officer
  • Supports the Privacy Officer to gather information during investigations into reported privacy breaches
  • Organizes training for staff, contractors, and volunteers on privacy policies, principles, best practices, and risk mitigation
  • Maintains up-to-date knowledge about PIPA and PIPEDA, as well as best practices and principles in privacy protection
  • Supports the review and revision of the agency’s privacy policies and practices to ensure adherence to PIPA and PIPEDA


General Duties


  • Works collaboratively with internal and external stakeholders to develop, implement, monitor, and evaluate improvement actions
  • Keeps CEO informed of issues, concerns, and emerging trends/needs related to PQI as well as privacy protection and management
  • Participates in organizational/divisional meetings, events and activities
  • Performs other related duties as assigned by the CEO
  • Reviews and reconciles annual payroll accounts in preparation for the annual audit
  • Liaises with auditors as required
  • Prepares ad-hoc and analytical reports and summaries as required



Qualifications & Experience:


  • Bachelor Degree in Social Sciences, Business Administration, or related field
  • Minimum 3 years of experience in social services, preferably in a leadership role
  • Experience in developing, overseeing, and implementing PQI frameworks, systems, processes, and practices
  • Experience in implementing and monitoring privacy protection and management programs
  • Experience in developing and implementing policies and processes
  • Experience in developing and implementing logic models and evaluation frameworks
  • Experience leading accreditation processes, preferably for COA, considered an asset
  • Knowledge on a broad range of social services such as settlement, employment (including WorkBC), family and youth, and community service
  • Knowledge of the ten principles of privacy protection


Job Skills & Abilities:


  • Ability to apply the principles, standards and processes for COA as well as privacy protection and management
  • Ability to communicate and promote the purpose, principles, standards, and processes for COA as well as privacy protection and management to different audiences including staff, volunteers, contractors, and partners
  • Ability to collect, analyze, and interpret quantitative and qualitative data related to service impact, quality, and operational performance 
  • Ability to foster a culture of continual improvement, as well as motivating and leading staff to implement principles, systems, and practices
  • Ability to work collaboratively to identify, implement, monitor, and evaluate improvement actions
  • Excellent relationship management and communication skills to promote staff engagement in PQI as well as privacy protection and management
  • Ability to utilize diplomacy and tact in dealing with confidential matters
  • Ability to think critically and solve problems creatively
  • Ability to work independently, be flexible, and take initiative to achieve goals
  • Ability to understand the importance of diversity and inclusion in both service and work environments
  • Excellent project planning and organizational skills
  • Excellent technical skills in MS Office and web-based applications



Other Requirements:

  • Criminal Record Check Required
  • Able to work flexible schedules


About S.U.C.C.E.S.S.:

S.U.C.C.E.S.S. is a multicultural social services agency and registered charity located on the unceded Coast Salish lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations, S.U.C.C.E.S.S. has been helping Canadians and newcomers to achieve their full potential on their Canadian journey since 1973. We are one of the largest social service agencies in Canada, with offices in BC, Ontario and internationally/abroad. We offer programs and services in the areas of immigration, newcomer settlement, English-language training, employment and entrepreneurship, family, youth and seniors programming, health education, community development, affordable housing and seniors care.


At S.U.C.C.E.S.S., we take care of our people!

Our staff is the source of our success and we make it a priority to ensure work-life balance for our staff. We offer a range competitive and comprehensive benefit packages to ensure the well-being our staff. Subject to the type of employment, benefit packages may include:


  • paid time off ‘monthly wellness days’ (up to 12 days per year)
  • additional agency holidays (3 additional statutory holidays)
  • 2 weeks annual vacation (starting) and up to 5 weeks (maximum)
  • company-funded pension (GRRSP)
  • extended health & dental plan
  • employee & family assistance programs
  • access to wellness programs (such as subscription to Headspace) , and more

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