Administrative Supervisor - Remedial Measures Programs, Business Development Office
Administrative Supervisor - Remedial Measures Programs, Business Development Office
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Job Description
Through its core values ofCourage Respect and Excellence CAMH is implementing its Strategic Plan:Connected CAMHto transform lives ignite innovation and discovery revolutionize education and drive social change. CAMH is more than a hospital it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system a world where Mental HealthisHealth.
To learn more about CAMH please visit their website at:.
To view our Land Acknowledgment please clickhere.
General Accountability
These Remedial Measures programs are unique revenue generating programs within CAMH. The Administrative Supervisor will join a dynamic and innovative team working in conjunction with the Business Development Office. This role provides an exciting opportunity for an independent selfstarter with a high degree of organizational skills and operational expertise to make an impact in improving road safety.
We are seeking a fulltime contract (12 months)Administrative Supervisor who will learn about all the requirements to support and maintain the operations of the both Remedial Measures programs across Ontario and a specific focus on British Columbia. This will include supporting the call centres in addition to assuring monthly registration targets are met. The call centres will require backup in answering calls managing escalated callers providing Cisco reports oversight on scheduling to ensure coverage coordination monitoring and assurance that calls are answered within targets. Reporting to the program Manager youwill be working closely with the Ministry of Transportation and Road Safety BC to ensure the proper management and adherence to the contract. In addition there may be opportunities to support other revenue generating projects. This will require the planning development and implementation of structures and supports to ensure successful implementation of these projects on an ongoing basis. This role may lend support to other areas of the Business Development portfolio as an Administrative Supervisor as required. This position is currently located at 250 College with plans to move to a Queen Street location.
Key Accountabilities
- Provides direction planning and oversight to the targets and goals set for the call centre using CISCO
- Leverages the RMMS system to ensure the program achieves its financial targets
- Supports the Manager in overseeing the relationship between the all the local providers and providing compliance reports to ensure mandated program requirements are met.
- Works extensively with internal and external stakeholders including the Business Development office and external partnerships with the Ministry of Transportation Road Safety BC and local providers
- Provides overall support to the Program Manager to ensure successful program operation and optimal functioning of the department
Primary Duties
- Provides direction planning and oversight to the work of the Remedial Measures Teams
- Supports the successful operation of the call centre including but not limited to: scheduling coverage for call centre hours handling escalated calls supporting individual team members after challenging calls being knowledgeable about procedures
- Hours of operation will vary and can either be 95 ormust be available for both.
- Ensures the goals of the program are met including revenue targets
- Provides assistance to the Local Providers facilitating the program and ensuring program participants receive the appropriate requirements
- Identifies any work plan implementation challenges delays and risks as they arise and proposes followup actions and solutions to the Program Manager
- Determines and proactively allocates work assignments when required to ensure the operations of all functions of the program requirements
- Assists with the onboarding of new team members
- Provides direction support and coaching to the Remedial Measures Team members which includes:
- reviewing work for quality assurance in line with standard processes and procedures
- identifying staff training and professional development needs
- analyzing generated reports to ensure compliance and beneficial output
- Supports the development of the Remedial Measures budget with the Manager of the Remedial Measures Program and oversees the regular tracking of expenditures against the budget throughout the year
- Works with CAMH leadership to ensure mandatory training requirements for CAMH staff are achieved.
- A degree in health or social sciences a regulated health profession or a related field or related degree
- 1 year of related relevant experience with transportation industry and government policies related to impaired driving
- Candidates with demonstrated knowledge of Cisco database solutions call centre policies and procedures administrative and financial protocol will be given preference as will candidates with knowledge of Provincial and Federal Regulations for those charged with impaired driving offences
- 2 years of demonstrated experience in customer service environment specifically call centre escalations would be preferred
- Knowledge and understanding of both programs impaired driving legislation with ON and BC
- Previous experience supervising staff is preferred
- Experience with supporting elearning and facetoface courses and web based platforms is an asset
- Demonstrated familiarity with adult learning principles and methodologies
- Excellent verbal and written communication skills
- Superior writing skills
- Demonstrated experience and expertise in Microsoft Office tools including Outlook Word Excel and PowerPoint.
Required Experience:
Manager
Employment Type
Full Time
