QUALITY ASSURANCE ANALYST (Shelter and Homelessness Services)
About The Position
Toronto Shelter and Support Services (TSSS) programs and services are expanding as the division is serving increasing numbers of people with multiple vulnerabilities. The Quality Assurance Team as a member of the Service Planning and Integrity Section is charged with developing service standards and conducting compliance reviews to ensure quality services are provided by TSSS-funded programs and services. The Quality Assurance Analyst, reporting to the Supervisor Quality Assurance, conducts on-site quality assurance assessments city-wide at various times of day, including evenings and nights. They evaluate city-funded services, such as shelters and respites, to monitor program quality and facility conditions, ensuring divisional service standards are maintained. The role involves educating city-funded service providers on quality assurance requirements, conducting document reviews, and assessing compliance with divisional standards and policies. The analyst identifies areas of non-compliance and indicates required corrective actions, documenting and reporting assessment results to management. They also prepare reports for contracted agencies, internal files, and divisional use, and provide consultation to divisional staff on quality assurance issues. Additionally, the role includes developing and facilitating in-service education sessions, participating in studies and surveys, and assisting in the development and maintenance of operational procedures for quality assurance processes. Joint field audits with supervisors and peers are conducted to ensure adherence to standardized assessment procedures, and recommendations are made as required. The analyst participates in internal committees and work groups and carries out other assigned duties.
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.
- 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.
Nice To Haves
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
