Job Summary
The Operations Manager reports to and works closely with the Executive Director to lead the day-to-day operational systems of the organization, including administration, occupational health and safety, facilities, vendor coordination, and information technology support. In collaboration with program leadership and external service providers, the Operations Manager helps ensure safe, consistent, and efficient operations within the Stan Klemencic Care Centre to support staff, clients, and families and to maintain an optimal working and living environment. This role plays a key part in strengthening operational processes in a newly unionized workplace, supporting consistent practices, documentation, and compliance. This role also involves various projects including working with a third party-payroll and finance vendor and on a 4-bed expansion project.
Qualifications & Education
Graduate from a recognized university or college with a degree/diploma preferably in Health Administration, Nonprofit Management or Social Services (with a strong background in operations).
5+ years operations leadership experience (healthcare, hospice/palliative care, nonprofit/charitable sector, residential care preferred)
Experience working within a unionized environment considered an asset.
An understanding of building facilities such as HVAC, plumbing, water treatment etc. considered an asset.
Knowledge, Skills, and Abilities
Strong process improvement, planning and systems-building ability
Knowledge of the Occupational Health & Safety Act and incident management processes
Good knowledge of Health Information Privacy laws
Proficiency working with Microsoft Office Suite of products, donor contact management systems, client information systems
Respectful of confidentiality requirements for financial, donor, staff, volunteer, and client information; high level of integrity
Strong interpersonal skills with focus on collaborative work style
Excellent analytical, organizational, time management, and problem-solving skills
Experience in project management and managing multiple priorities at once
Ability to work independently and with supervision
Excellent communication (verbal and written) skills
Ability to create and maintain good working relationships with a variety of internal and external constituents
Ability to multi-task and set priorities with a sense of urgency to achieve goals
Willingness to work flexible hours, including evenings and weekends
Possess a clean vulnerable sector check
Possess a vehicle and valid driver’s license
Key Responsibilities
The statements below reflect the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the job. Other duties may be assigned as required.
Under the direction, and in cooperation and consultation with the Executive Director perform the following:
Operational Leadership and Continuous Improvement
Lead operational coordination across hospice programs to ensure reliable and consistent delivery by working with Individual Program Managers to identify improvements and developed collaborative solutions.
Ensure documentation and consistent operational processes, incident tracking and corrective action follow up.
Ensure employee onboarding documentation is compliant and annual trainings are tracked and assigned.
Create and maintain operational workflows, SOPs, tools and escalation processes.
Identify risks and opportunities and implement improvements that strengthen the client and staff experience in consultation with Program Managers and the Executive Director.
Advise on the content of employee and corporate newsletters.
Ensure all business transactions, timesheets, invoices, donations are properly tracked and are supplied to third party vendors as required.
Manage purchasing activities within assigned budgets
Ensure HPCO operational accreditation standards are implemented and reviewed annually with the Executive Director
Lead the organization as the Privacy Officer in conjunction with the Executive Director and ensure compliance with privacy legislation.
Manage and maintain various internal and external organizational system platforms (ex. Care Dove, OCEAN, Benevity, Canada Helps, InfoAnywhere, Donor Perfect) and ensuring the corporate website content is updated
Assist with the development and distribution of annual employee surveys and various quality improvement surveys throughout the year.
Assist with monthly and annual reports in conjunction with the Executive Director.
Assure coordination of any employee benefit/pension plans with third party vendors.
Hands-on and detailed oriented approach to project deliverables
Facilities, Vendors and Procurement
Coordinate facility operations, vendor relationships, service contracts and annual maintenance planning
Be the primary contact for facility repairs and coordinate outsourced maintenance appointments.
Approve purchases for food services vendors, Amazon and cleaning supply purchases and bring forward recommendations to the Executive Director on efficiencies.
Review annual insurance and maintenance contracts as well as negotiate new contracts and maintain a database of vendors and service suppliers.
Ensure repairs and maintenance schedules remain on budget
Compliance, Health and Safety & Risk Management
Advise Executive Director and senior management on requirements to ensure Hospice Quinte follows the Occupational Health and Safety Act
Sit on the Joint Health and Safety Committee as a Certified Management representative
Ensure proper incident reporting (WSIB) and follow up with employees to ensure a smooth return to work as required.
Oversee, or delegate, repair and maintenance of property and equipment
Supervisory Duties
· Supervise and direct the work of the Corporate Services Coordinator, Facilities Coordinators, and others as required
· Delegate tasks to ensure proper workflow
· Continuously monitor employee performance and identify areas of improvement
· Assess employee performance of direct reports
· Address any concerns or issues identified by team members
· Provide training and orientation to new team members
· Participate in the Manager on Duty call schedule.
Special Projects
Assist Executive Director with oversight of planning, construction, operation, and funding of capital projects
Compose and publish Requests for Proposals and tenders
Assist in project management
Prepare and review budgets for special projects
Other duties as assigned
Organizational Responsibilities
Participate and contribute to encourage and support activities which promote effective team functioning throughout Hospice Quinte
Participate in assigned Hospice Quinte activities, events, and committees
Demonstrate appropriate boundaries with staff, volunteers, clients, and members of the community
Attend meetings, conferences, and training as required
Working Conditions
37.5 hour work week with the flexibility to work some weekends and evenings, for which time off in lieu will be given with the approval of the Executive Director
Work location is at Hospice Quinte’s Stan Klemencic Care Centre with some provision for remote work with approval of the Executive Director
Position starts with 4 weeks of vacation each fiscal year
Position has 10 available sick leave days each fiscal year
Health benefits and RRSP match available after 3 months
Pay band 7
Job Type: Full-time
Pay: $71,701.00-$87,223.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
Experience:
- Operations management: 2 years (required)
- invoicing and payroll: 1 year (preferred)
Work Location: In person
