Job Description

Non Union

Job Title: Service System and Performance Management Advisor    
Job Opening Id: 26866 # Required: 2
Business Unit: Community Services Division: Housing / Hostels / Homelessness
Location: Headquarters Campbell East Standard Hours: 35.00 / week
Full/Part Time: Full-Time Regular/Temporary: Temporary
Salary Grade: 5 Salary Range: $ 68,480.00 – $ 80,560.00
Post Date: 2020-10-16 Close Date: 2020-10-29

Division: Housing / Hostels / Homelessness

Temporary Duration

Approximate Duration: 6 to 12 months

Job Description

Job Summary

Salary Pending Review

Reporting to the Manager of Homelessness Services, The Service System and Performance Management Advisor is responsible for  establishing, monitoring, interpreting system performance, standards and benchmarks to ensure the effectiveness and integrity of program delivery for homelessness service system. Performs analysis and monitoring activities for contracted service providers to measure performance and compliance. Enhance Niagara’s homeless service system through improvement and capacity building initiatives designed to advance Niagara Region’s Homelessness Service System goals.


  • Post-secondary degree in Business Management, Social Policy/Science, Public Administration or a related field, combined with a minimum 5 years of relevant experience
  • Strong knowledge of homelessness best practices, community services delivery system and social policy issues
  • Knowledge of computer logic and business logic applications e.g. power BI
  • Strong knowledge in creating performance measurement frameworks e.g. KPIs
  • Knowledge of contracts management

Knowledge/ Skills

  • Possess strong written and oral communication skills combined with highly developed analytical, conceptual, technical, and interpersonal skills, personal integrity and professional commitment
  • Demonstrated ability to analyze, interpret and translate data
  • Proven experience creating performance measurement frameworks. Experienced in creating objectives and key results and/or key performance indicators.
  • Experience in methodologies such as change management and process improvement
  • Experienced in knowledge translation techniques (i.e. knowledge exchange, learning and information sharing tools), capacity-building efforts, and keeping abreast of best practices
  • Proven experience working in project teams and able to liaison with community agencies, staff, senior leadership, divisions, departments and the public
  • Exceptional time management and project management skills.
  • Analytical and critical thinking skills
  • Advanced proficiency in all Microsoft Office applications (Visio, Word, Excel, PowerPoint, Teams).
  • Proficiency in HIFIS is preferred
  • Proficiency in applying LEAN principles is preferred


Establishes and implements performance, service standards and benchmarks for reviewing the effectiveness and integrity of programs delivery for homelessness service system agencies, including those connected to homelessness and housing initiatives. (35% of time)

  • Working within an interdivisional team, enhances data and performance culture across the homelessness division and service system through capacity-building efforts with the intention of collaboratively identifying KPI’s and methods to measure operations effectively; utilize information to inform decision-making and communicate performance and system data in an accessible format.
  • Develops, plans and implements performance measurement practices/ frameworks, policies, dashboards, tools, including identifying and monitoring Key Performance Indicators (KPIs), that are effective in monitoring and reporting on service system objectives and outcomes to Federal, Provincial, Regional and other stakeholders.
  • Monitor, interpret system data and conduct analysis for the purpose of reporting and tracking performance, contract compliance and auditing
  • Ensures best practice, performance-based, client-centered service delivery models are designed and implemented to enhance and improve services on a continuous basis, applying organizational/business process improvement methodologies, quality management methodologies, measures and key business indicators and lean methodology.
  • Monitoring of KPI compliance and support agencies address concerns/ audit findings.

Through a quality improvement approach, ensure that homeless service system funded contracts are monitored to ensure alignment with best practice and adhere to conditions of the award. Identifies and addresses program/system gaps and needs, and works to align system goals, opportunities, and resources, addressing barriers to program and systems-level success.  (35% of time)

  • Enhance service performance management and reporting systems and tools, which effectively improve Niagara Regions contract system oversight.
  • Work with interdepartmental staff, including Contract Administrator, participate in aspects of funding and contracting processes; support procurement activities as needed.
  • Work with Manger of Homelessness to support service providers in post-award activities, in conjunction with the homelessness team, such as: new contract onboarding, new program kick-off, in understanding and programming scopes of required services by providing resources, best practices, and technical.
  • Work in collaboration with interdepartmental staff, to ensure accurate and effective monitoring of programs, data collection, contracts implementation, and outcomes; create, review and track performance improvement plans.
  • Collaborating with program leadership to develop audit response and corrective action plans; conducts service system delivery audits to assess progress made towards best practices, achievement of contractual compliance and Provincial/Federal standards compliance goals and objectives.
  • Compiling audit findings and communicating results and recommendations for improvements; assist in the identification of any contractual risks and work to mitigate liability.
  • Review, analyze, and keep update abreast of emerging best practices and legislative changes and their impact on the funded agencies.

Build system capacity within Niagara’s homeless service system through initiatives designed to support the Niagara Region’s Homelessness Service System goals, including system transformation, capacity enhancement, and service standards and best practice integration. . (30% of time)

  • Leads and facilitates system transformation initiatives, including supporting partnership expansion, system integration and continuous improvement opportunities that support the achievement of service system transformation goals.
  • Lead the development and implementation of learning development tools to service delivery agencies regarding reporting, policy and procedure,  best practice and service system expectations in accordance with the principles and requirements of the Federal, Provincial and Regional government.
  • Develops, maintains and supports professional relationships with community stakeholders.
  • Working with interdepartmental staff, support service providers in client issues.
  • As appropriate, participate in HHAP working groups.

Special Requirements

  • Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.

Closing Statement

Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!

Let us know why you would be an excellent team member by submitting your online application.

We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.

Please apply on the Niagara Region Careers site.

Apply for this position