The primary responsibilities of the Operations Leader, Withdrawal Management Services include: providing operational leadership, clinical and technical expertise for the successful performance of policies and procedures; assisting and supporting Managers in the successful planning, development, administration and smooth execution of daily operations in each area of withdrawal management service delivery; assisting Managers in identifying customer/human resources/staffing needs, , scheduling issues, measurement/reporting performance indicators, equipment requirements etc.; assisting Managers in achieving and maintaining cost efficient operations; maintaining knowledge base to support and promote clinical best practices and state of the art services; supervising/promoting continuous quality improvement; assisting with staff development/training, ensuring staff clinical, behavioural and technical competencies are maintained; working collaboratively with team members to ensure a safe and productive work environment, assisting with policy and procedure development; preparing payroll; preparing staffing schedules; coaching and mentoring staff to foster a positive atmosphere that supports team building, collaboration and learning.
Duties & Responsibilities
- Oversees the day to day operation of withdrawal management activities;
- Develops and implement strategies to improve work flow processes for better efficiencies in terms of service delivery, work load, productivity, etc.;
- Addresses and works collaboratively with teams members to resolve clinical, technical and quality challenges;
- Reviews efficiencies and creates processes for improvement based on information gathered from reviews;
- Schedules staff and related functions, ensuring staffing is maintained at efficient, safe and optimal levels, daily, vacation, during leave of absence and sick time coverage;
- Ensures proper documentation of data and input into Catalyst and other hospital data Collects data, prepares and submit statistical reports, including monthly workload units, wait time strategy requirements and other reports according to St. Michael's Hospital (SMH), MOHTLC and other outside agency requirements;
- Maintains responsibility for the timely review and accurate entry of staff payroll;
- Responds to patient incidents/complaints and follows up with staff to review and improve service and processes;
- Troubleshoots equipment and technical problems; Performs all tasks and duties related to the respective withdrawal management staff role;
- Participates in the development of and contributes to the implementation of the Withdrawal Management Service vision and strategic direction;
- Participates in the development of and contributes to the planning and delivery of capital and operational needs;
- Works collaboratively with the Manager and Medical Leadership to implement operational plans that are cost effective and will achieve SMH strategic goals and directions;
- Identifies emerging issues and opportunities that will advance the practice of Withdrawal Management at SMH;
- Identifies, organizes and implements change initiatives that will propel SMH Withdrawal Management Services standards, practices and procedures to the next level of service delivery;
- Implement strategies that will result in efficiencies throughout the services offered by the Withdrawal Management Services and in keeping with SMH mission, values and goals.
- Chairs and prepares agenda for monthly meetings;
- Coordinates activities with other modalities to optimize the patient experience;
- Participates in Operational and Team Leaders meetings, monthly staff meetings held by the Manager;
- Assists the Manager in the resolution of complaints;
- Participates in departmental and Hospital committees, as required;
- Other duties as assigned
Qualifications
- Completion of a recognized University Bachelor's Degree in Psychology, Health Psychology, Sociology, Humanities, Rehabilitation Services or related field, and a Master's degree is an asset;
- CPR certification required;
- Two to three (2-3) years supervisory experience in a unionized environment in a withdrawal management setting or in an intensive case management environment with addiction or concurrent disorder clients is required;
- Experience with quality management system, teaching and research required;
- Knowledge in the creation and use of spreadsheets, database, word and excel documents required;
- Knowledge of legislation which may affect operations required;
- Excellent interpersonal, written and verbal communication skills with and ability to inspire team work required;
- Ability to prioritize and delegate operational workload required;
- Ability to work independently and make informed decisions required;
- Ability to handle stress and conflict management in a professional and effective manner.
Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.
