Job Title: Director of Client Outcomes and Innovation [Full Time]
Program: Director, Programs
Position Class: Scale 1, 2
Reports to: Executive Director
Hours: 37.5 hours / week, Monday-Friday (8:30-4:30)
Type: Regular, Full Time
Salary Range: $90,382 - $97,402 / yr + fully funded benefits after 3-month probation
About CVIMS:
Central Vancouver Island Multicultural Society (CVIMS) is a non-profit settlement organization located in Nanaimo, B.C., Canada. Established in 1979, CVIMS provides support to newcomers and refugees. Services include settlement, employment, family, language and community programs. We are client-driven and committed to being accessible and responsive to, as well as reflective of, our diverse community.
Job Summary:
The Director of Client Outcomes and Innovation is responsible for the full scope of client services at CVIMS, including strategic oversight, project planning, delivery and evaluation. Leading multiple program teams, this position ensures service excellence, oversees department projects, and drives the digital transformation of client services. The Director of Client Outcomes and Innovation work closely with the Executive Director to ensure all client service initiatives align with CVIMS’ mission, leveraging partnerships and working towards long-term strategic goals. Bringing a strong background in project management, organizational leadership, and program innovation, success in this position is gained by a proven ability to deliver complex initiatives in a collaborative, community-based environment.
Key Responsibilities:
Leadership and Mentoring:
Serve as a key member of the senior leadership team, contributing to strategic planning, policy enhancements, team development and cross-departmental alignment.
Mentor the 6-8 program Team Leads who oversee frontline staff in multiple service areas. Maintain active involvement to ensure decisions are informed and equitable.
Collaborate to maintain high quality, trauma informed programming and ensure Teams Leads consult on significant decisions affecting compliance, finances, contracts or CVIMS mission.
Ensure service delivery that aligns with organizational goals and strategic directions. Liaise with the Executive Director regarding key decisions affecting client services.
Foster a collaborative and inclusive environment that strengthens connections between various programs and service areas.
Coach programming teams towards best outcomes for clients while reflecting CVIMS values of equity, cultural humility and client-centered practice.
Provide leadership to address operational challenges and implement organizational improvements. Ensure ongoing training on policies, procedures, digital tools and best practices for delivering client services.
Conduct performance evaluations and continuous feedback for Team Leads, ensuring that performance objectives are aligned with organizational goals.
Ensure adherence to confidentiality, code of ethics and all other professional codes of conduct
Program Oversight and Evaluation:
Work with the Executive Director to set program priorities, strengthen internal reporting systems, create strategic objectives, and long-term vision for CVIMS client services.
Ensure client service programs comply with relevant legal, privacy and regulatory requirements.
Complete high quality program reports, dashboards, and outcome summaries for senior leadership, Board of Directors, funders and community partners.
Develop and implement an agency-wide framework and performance measurement strategy to ensure programs meet client needs, follow best practices, align with strategic directions and funder requirements.
Establish KPIs and outcome measures across client services to facilitate data-driven decision making by ensuring CVIMS has access to meaningful, actionable insights, trends, successes and opportunities.
Evaluate and refine processes to drive accessibility, efficiency, and innovation.
Strategic Planning and Innovation:
Work closely with both the Executive Director and Director of People & Finance to align operations, finances and strategic objectives.
Provide timely and data driven insights to the leadership team to better support strategic and effective financial or operational decisions.
Lead the development, modernization and integration of service pathways across CVIMS programs and services.
Pilot digital transformation initiatives including the adoption of digital tools, streamlining of workflows and development of hybrid service models that will enhance accessibility, program delivery and organizational effectiveness.
Stay current on industry trends, emerging technologies and best practices to support improved client service delivery and informed decision making.
Promote a culture of innovation and responsiveness by ensuring services remain flexible and evolve with the needs of clients.
Advocacy and Proposal Writing:
Collaborate with the Directors and Team Leads to identify funding opportunities and oversee grant writing initiatives while adhering to CVIMS mission.
Support funding efforts by drafting narratives, logic models, outcomes frameworks and evaluation plans for funding proposals.
Enhance client services by fostering and leveraging strong working relationships with key stakeholders, ensuring client services remain aligned with overall organizational goals.
Represent CVIMS at strategic external meetings, committees, working groups and community events.
Advocate for client needs and represent their interests in discussion regarding program development and organizational strategy.
Perform other related duties as assigned by the Executive Director of CVIMS and such further duties and responsibilities as may be communicated by CVIMS from time to time.
Required Education, Certifications, and Experience:
Bachelor’s degree in social work, public administration, human services, management or a related field; master’s degree is preferred.
5+ years' experience in a progressive leadership role, preferably in the social services sector.
Project management training or 5+ years demonstrated experience managing and executing simultaneous projects.
Portfolio showcases experience developing evaluations frameworks, data driven reporting, and analytics.
Training in cultural competency and trauma informed leadership.
Proven success in writing and managing full cycle non-profit funding portfolios.
Superior inter-personal, collaboration and communication skills. Excellent spoken and written English required.
High proficiency using digital tools including Microsoft Office 365, Zoom, Teams, Canva, databases, other digital tools and systems.
Class 5 driver’s license and own transportation required
Vulnerable sector criminal record check CVIMS required
Preferred Skills, Abilities, and Assets:
Master’s degree in social work, management, human services or relevant field.
Experience working with vulnerable sector client groups including newcomers and refugee communities. Knowledge of unique challenges related to settlement and integration.
Deep commitment to equity, anti-racism and client centered service delivery. Proven ability to work effectively with diverse populations, including historically marginalized groups.
GBA+ certification is valued.
Fluency in a second language would be an asset.
Priority will be given to applicants who are eligible to work in Canada for minimum 3 years.
Accountable individual who adheres to agency policies and procedures.
Attitudes and values in keeping with the CVIMS vision and goals.
Additional Information:
Travel within Nanaimo Regional District and surrounding region will be required. Occasional travel to locations in other parts of British Columbia and/or Canada for purposes like professional development, networking, program delivery or conferences will also be required.
Some work outside of regular office hours, including evenings and weekends, will be required. Flex time schedules will be made to accommodate non-regular work hours. All overtime must be approved in advance.
This is a salaried position with fully funded health / dental benefits and group RRSP available after 3-month probation.
