Overview

Region of Waterloo Service Improvement Specialist Full Time in Kitchener, ON

Region of Waterloo

Branch Kitchener ON CA

Position:
Service Improvement Specialist
Location:
Kitchener, ON

And factors affecting service delivery (including diversity), acquired through a Masters degree in a related field (e.g., Social Work, Social Planning,…

Facilitates and promotes project-specific service improvement activities across the organization through policy development, consultative advice, project management, research and analysis, and implementation support, including business process redesign.

Knowledge, Skills & Abilities Required:

Comprehensive knowledge of municipal and provincially-mandated municipal service programs and related legislation; interrelationships between levels of government; public administration; planning; community engagement; program administration; statistical analysis; business process redesign; and factors affecting service delivery (including diversity), acquired through a Masters degree in a related field (e.g., Social Work, Social Planning, Community Psychology, Social Policy, Public Administration, Communications, Human Service Administration) plus 1 year of related experience OR a Bachelors degree in a related field (e.g., Social Work, Social Planning, Community Psychology, Social Policy, Public Administration, Communications, Human Service Administration) plus 2 years of experience in program evaluation and research, policy development, and planning.

  • Research, analytical, organizational, and problem solving skills to create project goals and objectives, develop work plans and make systematic and rational judgments.
  • Ability to perform regression and multivariate statistical analysis and modelling. Skill in process improvement and implementation (e.g., process mapping, facilitation, Lean Six Sigma).
  • Ability to take a broad view of issues, events, and activities, perceive their longer-term impact or wider implications, and engage in strategic planning towards service improvement initiatives, with ability to apply theory to practical real-life situations.
  • Leadership, facilitation, change management, and human relations skills to motivate and support others in achieving objectives and build consensus. Ability to communicate effectively within a diverse service group and develop internal and external partnerships and engage the community.
  • Human relations, communication, mediation, negotiation , and facilitation skills to communicate often complex and politically sensitive information; address controversial issues and advance priorities; use tact and discretion and maintain confidentiality in handling confidential and sensitive information; investigate circumstances involving staff actions and current service levels; communicate effectively and persuasively; and participate as an effective team member. Ability to support and project values compatible with the organization.
  • Ability to recognize and manage dilemmas and ensure decisions are aligned with Regional values.
  • Computer skills using software such as Word, Excel, Crystal Reports, Outlook, statistical analysis and survey software, and an electronic document management system. Ability to learn and comprehend program-specific computerized systems (e.g., financial systems, human resource information systems, inventory management systems) and systems provided by provincial or federal governments.
  • Ability to travel to various locations within Waterloo Region.
  • Ability to read and interpret Provincial and Federal legislation, guidelines, and directions; Regional policies and procedures; government and community publications; terms of reference; budget and financial statements; statistical information; contracts; and project work plans.
  • Ability to compose and/or prepare clear and concise policies, procedures, and guidelines; project charters; reports; articles; service plans; communication plans and materials; and correspondence, requiring the compilation, summarization, and organization of data and research findings.
  • Ability to present proposals and reports and to make presentations to departmental and Regional staff, including senior management, Council and Committee, community groups, and other organizations. Ability to lead focus groups and/or create questionnaires, posing questions that garner meaningful and useful data.

Thank you for your interest in this job, but we will only be corresponding with you if you are selected for an interview The Region of Waterloo is an equal opportunity employer committed to diversity and inclusion. We encourage qualified applicants to apply and will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.

Alternate formats of this document are available upon request. Please contact Human Resources & Citizen Service Reception at phone number (519-575-4757 ext.3527), TTY number (519-575-4608) to request an alternate format.

Please apply online, by the closing date Aug 21, 2015 quoting competition number 2015-1604 , or send your resume to: The Regional Municipality of Waterloo, Human Resources, 150 Frederick Street, 3rd Floor, Kitchener, ON N2G 4J3.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Kitchener, ON, CA
Posted on: 2015-08-18
Posted by: