Service Enhancement Coordinator

Program: MPCSSN Executive Leadership

Position: Service Enhancement Coordinator

Expected Shifts: Monday- Friday 830am-430pm (On-call expectation)

Accountable to - Executive Director

Role Overview

The role of the Service Enhancement Coordinator is to continuedly monitor and assess service delivery enhancement opportunities within current programming as well as identify opportunities for new programming in an on-going capacity.  The Service Enhancement Coordinator will be responsible for the completion of quality assurance reports to support the service delivery teams as growth opportunities are identified.  The Service Enhancement Coordinator will be expected to thoroughly understand the nature of Mountain Plains CSSNs philosophy, values, service platforms and accreditation standards in order to collaborate with and support all members of the Mountain Plains Leadership Team to assess opportunities for enhancement within each area of service delivery and work together to create and implement appropriate change management plans to best align with the standards of the Agency.  The Service Enhancement Coordinator will be supervised by the Executive Director and will assist in the organizational health of the Agency by ensuring consistency in quality best practice throughout the Agency.

The Service Enhancement Coordinator will be responsible for a large number of collaborative duties from both a service delivery perspective, as well as an administrative perspective, making them an integral liaison within the Leadership team-as such, it is of utmost importance that the Service Enhancement Coordinator values the benefits of a strong and transparent teamwork atmosphere.

General Service Responsibilities

• To represent the Agency in the community and to other service agencies.


• To take an active role in the agency’s Administrative Team.
  


• Supervise and oversee the service delivery of programs within the division 


• Review and ensure quality of reports and documentation 
  


• Provide direct supervision to Program Managers, focusing on client outcomes, team member growth and and support plans for clients within the programs


• Identify and facilitate service enhancement opportunities 

Organizational Responsibilities

Administrative

• To ensure that all personnel procedures are in accordance with provincial laws and agency practices.


• To maintain complete and current knowledge of accepted practices and procedures within all programs and agency, and to carry out and monitor appropriate action.


• To participate in annual program evaluations where required.


• To have an understanding of all laws, regulations and standards that pertain to the operations of residential programs and ensure that all programs are operated within those bounds.


• May be delegated other responsibilities at the discretion of the Executive Director.

Supervision

• To attend and participate in regular personal supervision, and in an annual performance evaluation.


• To provide regular supervision to allocated Program Managers in order to expand their skills and improve performance.


• To lead the process in performing objective and factually based staff evaluations.


• To delegate responsibilities to Program Managers as per job description and performance objectives.


• To respond to after-hours calls and provide support for Program Manager.


• To monitor and ensure accuracy of all documentation processes by auditing personnel and client files on a regular basis.


• To monitor and ensure accuracy of all documentation processes by auditing program, personnel and client files on a regular basis.

Community Involvement

• To actively participate in identifying, developing and implementing community services which would meet the needs of the clients we serve.


• To liaison with community partner representatives to ensure positive working relationships are maintained.

BEHAVIOUR

• To implement creativity and initiative when approaching any delegates tasks / projects.


• To model appropriate relationship building, professional boundaries, leadership and effective written and verbal communication in all interactions and settings.


• To understand the importance of being an advocate for clients, and will advocate on behalf of the agency in all situations


• To Implement the MPCSSN Culture Code in their daily activities (Makes an Impact, Commits to Continuous Growth, Cultivates Authentic Experiences, Takes Ownership & Pride, Celebrates All Wins)


• To Implement the MPCSSN Ethical Code of Conduct in their daily activities