Job Title

Knowledge Management and Quality Assurance Lead fosters a culture of continuous quality improvement to ensure the organization provides excellent customer service by advising senior leadership, management and staff in ways to improve tenant services, providing expertise related to organizational performance, business intelligence, and analytics and preparing internal and external reports. The Lead devises and implements metrics and other measures that align with the mission and strategic directions of the organization. The position is the primary contact for tenant complaints and concerns and supports management to improve customer experience. Knowledge Management and Quality Assurance Lead is also responsible for leading people driven practices, processes, and technology to capture, organize, share, utilize, and create knowledge, which can be tacit or explicit. The position will promote a collaborative and knowledge sharing culture to execute the knowledge management mandate and is accountable to support the establishment of mechanisms for capturing knowledge on best practices and lessons learned about Neighbours operations and services internally and externally. Reporting to the Chief Services Officer, the Lead analyzes service data, configures TREAT, formulates and generates reports from Information Management Systems (Yardi and TREAT) and other sources, monitors performance metrics, evaluates the effectiveness of services, leads or supports Quality Improvement projects, and recommends changes to the Senior Leadership Team. This position supports the Boards Quality Committee and works with the management team to collect, analyze, interpret and report on data required to facilitate positive service outcomes and meet the needs of internal and external stakeholders. Job Requirements University degree in Computer Science, Data Management, Information Management, Library Science, Data Science, Business Administration, Quality Assurance, Information Technologies, Health Administration, Public Administration, or a related field. Minimum 3-5 years experience in quality improvement, performance measurement, and business analytics. Minimum of 3 years of experience in knowledge management, information management, data governance, or a related field. Experience with open data, EDRMS, and data literacy initiatives is highly preferred. Experience in a municipal or public sector environment is also desirable. High Proficiency in the use of web-based interfaces, data mining, data and statistical analysis methods and techniques, Ability to conceptualize information, communicate effectively, and lead discussions about service quality and trends with different stakeholders. Experience in visualizing data by creating graphs, charts, and plots to communicate data trends and patterns, and in preparing and presenting insightful reports and dashboards. Knowledge and experience in coaching on quality improvement tools, understanding service performance measurements and trends. Strong knowledge of knowledge management systems, open data practices, and EDRMS. Demonstrated experience defining system requirements and preparing specifications and architectural designs for the integration, implementation and support of data technologies into the existing network infrastructure. Proficiency in data governance frameworks and tools. Experience or knowledge of the data requirements for Provincial and Municipal Governments. Progressive technical knowledge and knowledge of best practices in Information Technology service delivery such as SDLC, PMBOK, DAMA DMBOK, COBIT and ITIL Proven leadership and problem-solving abilities Knowledge of technologies / solutions / platforms from SharePoint Online, OpenText, Intelex, Purview, Laserfiche and others considered an asset. Strong understanding of how business units (such as Human Resources, Finance, and Operating departments, etc.) will have different data uses and requirements. Ability to develop and deliver training programs on data literacy and knowledge management. Solid interpersonal skills. Advanced ability to coach and mentor staff. Strong quality improvement, project and change management skills and / or substantial exposure to project-based work structures. Proficiency and experience in gathering user requirements, understanding business processes and creating solutions based upon requirements. Credentials in these areas are assets. Well-developed communication skills. Demonstrated ability to communicate with staff at all levels and external partners and stakeholders with varying levels of technical knowledge. Highly developed ability to articulate a vision to lead and inspire others. Demonstrate solid project management skills including the implementation of necessary and appropriate project governance tools within a community-based context. Ability to handle confidential information and knowledge of privacy regulations and guidelines. Excellent critical thinking, evaluation and analytical skills and the ability for long-term visioning and strategic thinking. Demonstrated organizational skills along with excellent documentation and report writing ability. Proficient competency with Microsoft Office Applications, including Excel, Outlook, Word, and PowerPoint. Job Responsibilities OPERATIONAL RESPONSIBILITIES User Consultancy & Data Support : Build positive, productive and collaborative relationships within the organization, across the programs and with stakeholders. Create and implement policies on what and how data is used for reporting, including who has access to the data and ensure privacy legislation is followed. Ensure an understanding of the importance and impact of data presented by developing a deep understanding of program processes and expected outcomes. Help assess project and program outcomes and ensure interpretation of data is accurate. Act as a consultant to ensure that various strategic issues and priorities are critically examined and that the planning activities are grounded in sound and reliable evidence. Be accountable for the stewardship of data within Neighbours including : Ensuring the data has integrity for what it is being used for Providing a documented understanding of data ensuring accurate interpretation Ensures the appropriate application of the data by establishing appropriate review and approval processes Identify needs and opportunities to build capacity for Quality Improvement (QI) in the organization. Support the Executive Team in identifying, monitoring, and reporting key performance indicators. Work with management to develop, define, measure, and analyze key performance indicators and operational metrics to deliver insights into strategic and operational performance. Plan, develop, test and deploy decision support tools for collection of required data, incorporating automated solutions wherever possible, to drive quality and efficiency, and provide leadership to design, implementation and analysis of surveys tenant and participant. Conduct external research in relevant community sectors; identify indicators that would improve the establishment of organizational benchmarks and assessment of organizational performance. Maximize the functionalities of information management systems in tracking and improving performance and efficiencies. Represent the organization at appropriate forums within the sector related to quality improvement, performance analysis, and performance management. Design change initiatives, including identification of the most appropriate approaches / methods for improvement, change management requirements, measures, requirements for ideas of changes, and recommending the appropriate scale, scope, pace and resource requirements. Lead efforts to monitor and evaluate project interventions, document results and provide feedback to stakeholders to guide decision-making. Act as a resource for management for capturing and understanding the needs of tenants and participants and engaging them appropriately in improvement initiatives. Monitor the external environment to stay current in relation to legislation, regulations, and policies with the potential to impact the quality and safety of tenants. Other responsibilities as assigned. Performance Analytics & Reporting Track and analyze data, identify trends and anomalies, develop and prepare regular performance reports, and provide consultation and assistance in the interpretation and communication of results to management and stakeholders, as well as creating custom reports on an ad hoc basis. Prepare and assist in the submission of statistical and performance reports to the Ministry of Health, Ontario Health, City of Toronto and other funders or donors. Ensure compliance with grant and funder monitoring and evaluation requirements and complete reporting based on indicators. Produce regular and / or ad hoc reports and present to the CEO, the Board of directors, donors, management, staff, and tenants when needed. Prepare technical progress reports and contribute to other project reports such as annual work plans and case studies as required. Data Warehousing & Infrastructure Development Leads the design, implementation, and ongoing enhancement of data infrastructure necessary to collect, store, report and analyze data and trends related to tenant engagement, support services, property services, back-office functions. Develops models and projections to support strategic planning. Develops data models, data definitions and reporting methodologies. Ensures the team acquires, develops and maintains knowledge of best practices and tools needed for data acquisition, transformation, maintenance, and analysis, Knowledge Management Design, build, implement, and maintain a knowledge management framework that provides end-users access to the organization''s intellectual capital. Construct access paths to information (e.g., link pages) to facilitate access by end-users. Develop an understanding of the needs and requirements of information end-users. Monitor and report on the usage of knowledge management assets and resources. Plan and manage the delivery of knowledge management projects. Lead efforts to promote the organizations use of knowledge management and information sharing. Manage the indexing / cataloguing, storage, and access of explicit organizational knowledge (e.g., hard copy documents, digital files). Promote knowledge sharing between information owners / users through an organization''s operational processes and systems. Provide guidance and training on quality improvement and decision support tools to other staff, as required. Research leading practices in quality improvement and performance measurement and facilitate the spread of relevant leading practices within the organization. Tenant Relations and Engagement Responsible for being the primary point of contact for Tenant complaints and concerns. Identify pain points in the tenant experience by processing and analyzing tenant complaints and feedback and engaging with tenants. Support management to monitor and improve service quality and performance, streamline processes and increase efficiency in operations. ORGANIZATIONAL RESPONSIBILITIES Demonstrate personal commitment to the Mission and Vision of the organization. Model the organizational values, policies, and professional ethics and demonstrate commitment to the strategic directions. Abide by the Neighbours Code of Conduct. Demonstrate active support for organizational direction and priorities in own actions. Proactively engage in program and organizational change activities Model and promote a culture where everyone is accountable for making sure decisions and goals are met and projects / tasks are completed on time. Embrace and demonstrate Neighbours values in your actions. Participate in a work culture of positive thinking, initiative, and creativity. Build teams that are founded on principles of professionalism, integrity and Neighbours values. Identify and remove barriers to service excellence. Instill a learning culture with staff by personal modeling, providing opportunities for learning and development, and ensuring the sharing of knowledge and skills with other professionals. Commitment to improve professional knowledge to recognize trends and issues and deal with them effectively. Participate in relevant networks, e.g. Yardi / TREAT user group and internal Neighbours committees as required. Comply with the policies of the Neighbours including those pertaining to the confidentiality of client information. Represent the agency in a positive manner with clients, colleagues, and the community at large. Ensure anti-racism objectives and community development policies of the organization are achieved. WORKINGS CONDITIONS Regular hours of employment are 35 hours a week Monday to Friday with occasional work required outside of regular work hours. The position is based at the admin office. Requirement to travel and work from other Neighbours locations as required. Exposure to household pests, bodily fluids, cleaning chemicals and some smoking environments. Special Requirements : As a condition of employment, a successful police record check is required. Please apply with a cover letter and resume in one document at Careers Neighbours on or by May 23, 2025. #J-18808-Ljbffr