Director of Outreach and Service Delivery

The Director of Outreach and Service Delivery leads a talented team of Outreach Specialists and Career Consultants who are responsible for the engagement and recruitment, screening and intake, and service-planning activities for HWTC program participants.

The Director establishes and maintains the strategies, systems, and processes for recruitment and intake that meet annual program targets, within defined participant demographics and in line with the annual training schedule.

In addition, they oversee the design and evolution of outreach and intake systems and strategies to ensure that job seekers receive a high-quality, barrier-free, and seamless service experience throughout their engagement with HWTC.

Responsibilities include:

Overseeing the implementation of outreach and engagement strategies to support the recruitment of candidates for HWTC’s training and programs across Ontario:

  • Supporting the development of multi-faceted strategies and tactics that identify and engage promising candidates, according to annual training and participant-demographic specific targets;
    Developing measures and processes to evaluate the impact of outreach strategies and tactics to ensure that activities are effective and result in program registrations;
  • Overseeing the quality of presentations and engagement activities to protect and enhance HWTC’s brand and reputation;
  • Collaborating with the Director of Communications to ensure that all outreach and engagement initiatives are fully supported and coordinated with Marketing & Communications initiatives.
    Ensuring a responsive and barrier-free intake process that results in an excellent experience for program candidates:
  • Providing oversight and on-going evaluation of screening and intake systems and processes to ensure responsiveness to evolving programmatic needs;
  • Ensuring that program intake targets are achieved on schedule and that candidate selection is in line with program deliverables and outcomes;
  • Developing and monitoring service-quality standards and measures to ensure that HWTC remains a best-in-class service provider.
    Delivering quality service planning for HWTC participants that results in labour-market attachment outcomes:
  • Assigning and monitoring Career Consultant caseloads, according to service targets;
  • Developing and evaluating the impact of service plan components, processes, tools, and resources that will result in individualized learning and employment plans for each HWTC participant;
  • Ensuring that Service Delivery team members have the resources and skills to develop and manage service plans throughout a participants’ journey with HWTC;
  • Ensuring that all intake and service plan data is captured accurately and in a timely manner within HWTC’s database and other service systems.
    Managing data collection processes and standards to ensure data integrity and quality service delivery:
  • Establishing service quality standards and measures to ensure excellence in customer service;
  • Providing on-going monitoring, evaluation, and review of systems and processes to ensure continuous improvement of service delivery processes and outcomes;
  • Assessing participant satisfaction and integrating feedback into service delivery improvements;
  • Ensuring that service delivery supports HWTC’s program outcomes and deliverables.
    Managing the Outreach and Service Delivery Team staff to achieve annual team and individual performance requirements:
  • Ensuring that all team activities are clearly communicated internally and externally within organization;
  • Assigning and monitoring activities and performance of direct reports including; Manager of Outreach, Career Consultants, and Youth Engagement and Success Specialist;
  • Organizing and facilitating regular team meetings.

Other responsibilities:

  • Represent HWTC at external events to establish the reputation of HWTC;
  • Participate in annual business planning and budgeting exercises;
  • Use computer software and email to communication on a timely basis with colleagues and trainees;
  • Contribute to weekly manager meetings;
  • Contribute to monthly staff meetings;
  • Support strategic and operational planning activities;
  • Participate in review and evaluation activities;
  • Other duties as required.

Accountabilities 
The Director of Outreach and Service Delivery is part of the leadership team, working closely with other Directors to support the success of HWTC. They will lead a team of Outreach Specialist and Career Consultants. The Director of Outreach and Service Delivery reports to the Director of Programs.

Working Conditions  
Physical Demands No unusual demands
Environmental Conditions Office environment
Sensory DemandsSignificant time online and in front of a computer screen.
Mental Demands Confrontational situations with staff and or participants may arise. Zero Tolerance and Conflict Resolution policies are in place and share upon hire.
Training or Certifications Required None
Equipment or Protective Devices Required None
Potential Health and Safety risks None