DATE: May 9, 2025
LOCATION: Toronto, ON – Quality and Service Excellence
COMPENSATION: $81,607 – 95,832 annually prorated
CONTRACT DURATION: 12 Months

LOFT Community Services is a unique and dynamic charitable organization that supports people living with complex issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario's largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice™ Award (NEOC) recipient.
To help fulfill its mission, LOFT is hiring a Full-time Contract Manager, Quality and Service Excellence.
Job Summary
The Quality and Service Excellence team supports the continuous integration of evidence and clinical wisdom within the context of client characteristics, culture, and preferences to enhance client-care experiences and client outcomes. Through areas such as measurement-based care, program evaluation, and research, core principles of evidence-based practice are used to inform service delivery so that client-care supports are tailored and individualized.
Working closely with LOFT's three community health client-care streams, Manager, Quality and Service Excellence will be a champion for evidence-informed practice by leading and implementing all program evaluation and knowledge mobilization initiatives across the organization to demonstrate impact of client care services on program and client outcomes.
What You Will Do
Working in a fast-paced environment, the Manager, Quality and Service Excellence will be responsible for the following areas of work:
Client Care

• Program Evaluation
  • Support the process of building program-evaluation infrastructure:
  • Working in partnership with various programs, support the co-development of foundational conceptual infrastructure (e.g., logic models, theory of change, and evaluation frameworks) that will inform LOFT-wide and client-care stream- and program-specific approaches to program evaluation
  • Support the development of foundational reports and analyses necessary for program evaluation such as needs assessments, environmental scans and literature reviews
  • Design a measurement strategy that will demonstrate impact of client-care initiatives on program and client outcomes
  • Aligning a change management strategy with other areas of work related to evidence-informed practice that will introduce program evaluation across the organization
• Support all client-care data collection activities, including:
  • Lead the development of client-care data collection strategies and implementation plans in partnership with LOFT programs, Performance and Quality Improvement team, and research partners
  • Lead participant recruitment and scheduling
  • Lead the development, and distribution of client-care data collection tools
  • Lead client-care data collection and management
  • Conduct client-care data analysis and synthesis
• Capacity Building
  • Assist in readiness assessments to inform stream-specific capacity building strategies to promote readiness for program evaluation
  • Support the co-development of a capacity-building strategy designed to strengthen the application of program evaluation to practice that is tailored for streams and stakeholder groups
  • Lead implementation of different training modalities including workshop facilitation and coaching
  • Lead the development and implementation of a training evaluation approach that will inform ongoing quality improvement strategies
  • Participate in grant applications and project proposals
• Knowledge Mobilization
  • Develop a bi-directional feedback loop between programs and program evaluation team to support timely implementation of quality improvement strategies
  • Lead the preparation of various program evaluation knowledge dissemination documents such as reports, research summaries and information sheets
  • Participate in various knowledge mobilization presentations such as all-staff presentations, team presentations and Board presentations
  • Liaise with various research and community partners
• Financial Resources
  • Work closely with streams and programs to develop a budget allocation system to support evaluation and quality improvement initiatives
  • Manage and oversee Quality and Service Excellence expenditures across various stream and program budgets
  • Develop budgets for grants
  • Liaison with funders and doners
  • Develop and implement an equitable honorarium system for evaluation and quality improvement initiatives

Information Resources

• Assist in the development and management of a data system to manage individual-level research and evaluation data (e.g., de-identified data system)
• Assist in the identification of appropriate platforms and technology to support data analysis, data visualization, and data collection that can be used to promote measurement-based care and other strategies to integrate data into decision-making
• Provide general oversight of LOFT's internal ethics review process

People, Policies, and Practices

• Provides direction to the Quality and Service Excellence team (e.g., graduate students) including:
  • Orientation of new staff
  • One-on-one supervision
  • Oversee the day-to-day operations of the team
  • Performance reviews
• Assist with HR deliverables and talent acquisition

Other duties as assigned
What You Bring:
Must Haves

• A graduate degree in psychology, social work, education or related social science discipline
• Minimum two (2) to three (3) years related experience in quality management programs and/or research methodologies in a community or healthcare environment with some formal leadership, policy development, or project leadership experience.
• Proficiency in Microsoft Office Suite, e.g. Word, Excel, and PowerPoint
• Familiarity with research methodology, including qualitative, quantitative, and mixed methods approaches
• Experience managing of large datasets including data cleaning and variable construction
• Advanced statistical analysis (e.g., predictive analysis) and familiarity with various statistical analysis software for both qualitative (e.g., NVivo) and quantitative (e.g., SPSS, R) data
• Curriculum development, workshop facilitation, and coaching experience for a diverse range of stakeholder groups
• Experience with knowledge dissemination to a variety of different audiences
• Experience conducting research and/or program evaluation in the applied setting
• Experience leading implementation initiatives in the applied setting
• Grant and proposal writing experience
• Experience in developing and executing both short- and long-term implementation and change management strategies with proven ability to scope, plan, execute and track complex projects
• Must have regular access to a reliable vehicle
• Proven superior writing and presentation skills.
• Understand the client experience, especially those with complex health needs
• Demonstrated exceptional communication and interpersonal skills
• Flexible, adaptable, and responsive to change
• Self-directed with an ability to organize, plan, prioritize, and multi-task and think both analytically and critically with attention to detail
• Exceptional ability to nurture positive, professional relationships with different stakeholders (internally and external)
• Exceptional ability to present highly complex ideas and information to different stakeholder groups
• Ability to work in a multidisciplinary team, with an appreciation of how to balance quality and rigour with pressing program demands.

Nice to Haves

• Very strong computer skills using MS Office

Work Environment:

• This is a hybrid position that will consist of both work-from-home and onsite arrangements.
• Schedules will be determined on a monthly basis, and will be determined by program needs.

What We Offer:

• E-learning program available all year round
• Starting vacation time above minimum standard,
• Additional paid personal and paid sick days
• Professional development budget available to help you nurture and shape your career
• Corporate Gym membership rate with GoodLife Fitness
• Access to Perkopolis, a comprehensive corporate discount program
• Access to unlimited DEI trainings through partnership Canadian Centre for Diversity and Inclusion

Our Commitment to Diversity and Inclusion
LOFT Community Services is a values-driven organization with a deep belief that each person has the ability to grow and change. We value compassion, collaboration, and community delivered with dignity, innovation, and excellence. LOFT's vision is that together, we can all live successfully in our community. Our client population reflects Ontario's diverse community and it is LOFT's goal to build a workforce who also reflects that diversity. LOFT believes there are many ways to develop skills and build experience and expertise. So even if you don't “tick all the boxes” but think you'd thrive in this role, you are encouraged to apply.
Note: A satisfactory vulnerable sector check (VSC) is also required.
CLOSING DATE: May 23, 2025
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LOFT Community Services is committed to fostering an inclusive and accessible environment and dedicated to building a workforce that reflects the diversity of the community in which we live and serve. LOFT is committed to making employment opportunities accessible in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Requested accommodation will be provided in all parts of the application and hiring process by contacting [email protected] or (416) 979-1994.

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