Performance Excellence Specialist

WCG Services | http://www.wcgservices.com
Home Office (BC) | Full Time

Details

This is a work from home position with travel throughout BC (ideally kept local to the successful candidate’s catchment). Our preferred location is Prince George, however we will review applications from other areas in BC.

ROLE SUMMARY

WCG team members are supported and expected to work as part of a team aligned with a shared goal of providing high quality service to clients, employers, the community and the Ministry. Each WCG team member uses strong communication and coordination skills and shares knowledge to work impactfully within a cross functional team of WCG staff and service delivery partners responsible for excellence in client service. All team members are responsible for the quality of our face to face and virtual interactions, for the promotion of WorkBC services, for providing outreach to various locations in the catchment and for supporting community engagement activities. At WCG, we are flexible and agile and we prioritize client service while ensuring contract and policy compliance – this is reflected in our day to day tasks, our scheduling and our support of one another. Strong relationships, developed and maintained through mutual respect and caring, characterize our team.

The Performance Excellence Specialist is responsible for supporting ongoing quality assurance, file auditing, the ongoing development of Service Team policies and procedures and staff training. This role plays an integral part in the development, implementation, and coordination of training and auditing required to ensure best practices in service delivery are operationalized. Supports the exchange of information related to Quality Assurance mandates (policies & procedures, training, auditing and best practices) between field staff and program management.

RESPONSIBILITIES

  • Support WCG’s WorkBC Performance Excellence Team to provide program service quality oversight and support for program management and staff
  • Provide help desk support to all program staff, including sub-contractor employees, including interpreting policy and providing systems
  • Document standardized service delivery processes, in support of optimal service delivery
  • Support the documentation of systems and procedures to support quality and improvement
  • Work to clarify and help ensure understanding of contract rules and service processes through all interactions and advance continuous improvement for program delivery quality
  • Monitor service quality and related action plans in coordination and collaboration with program leadership
  • Gather client service results (e.g. service utilization) and provide analytic support
  • Work with Learning and Development team to ensure staff training meets program needs
  • Deliver training as required
  • Support design and development of processes and activities
  • Conduct stakeholder surveys and analyze results
  • Support WCG’s accreditation process including for CARF, Rick Hanson and others
  • Conduct on-site audits and monthly client file audits

And other duties as required, including going beyond job description to help colleagues or to do work related to other roles whenever necessary

QUALIFICATIONS

Required:

  • Tact, diplomacy and the ability to successfully prioritize and balance competing stakeholder requirements
  • Attention to detail, strong understanding of how to interpret and apply policy
  • Excellent project management skills
  • Strong writing skills
  • Strong digital literacy skills including Microsoft Office Suite
  • Flexibility and the ability to travel/ work in different locations
  • Solid understanding of confidentiality requirements and other professional codes of conduct; must submit for a criminal record check

Education:

  • Post-secondary certificate, degree, or diploma in a relevant field preferred
  • Project management certification an asset

How to Apply

Learn more and apply at http://www.wcgservices.com/careers