POLICY DEVELOPMENT OFFICER TSSS

• Job ID: 57034
• Job Category: Policy, Planning & Research 
• Division & Section: Toronto Shelter & Support Services (TSSS), Homelessness Initiatives & Prevention Services/System Planning & Integrity 
• Work Location: Metro Hall 55 John Street, Toronto 
• Job Type & Duration:  Full-time, Temporary Vacancy (12 months) 
• Salary: $103,431.00-$141,247.00 annually
• Shift Information:  Monday to Friday, 35 hours per week 
• Affiliation: Non-Union 
• Number of Positions Open: 1
• Posting Period: 18-Jun-2025 to 03-Jul-2025
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Reporting to the Manager, Quality Assurance, the Policy Development Officer is responsible for supporting the Quality Assurance Team in the Service Planning and Integrity Section by developing policies and strategic frameworks, processes, policies and procedures, conducting program evaluations, leading stakeholder engagement, and developing recommendations with a focus on quality improvement and customer experience in the homelessness service delivery system that enhance services to people who are homeless.

Major Responsibilities:

• Leads strategic policy analysis, research, service standards, program and process development with a focus on quality assurance/quality improvement and service user experience
• Develops policies, service standards, strategies and program recommendations to improve service quality and service user experience for people who are homeless and at risk of homelessness
• Plans and facilitates meaningful community engagement processes to ensure that policy positions are rooted in the needs, experience and expertise of those most impacted
•  Leads and directly conducts ongoing research (qualitative and quantitative data) and analysis of trends and activities related to quality assurance/quality improvement and service user experience in homeless and related services in order to provide information and identify emerging issues and opportunities
• Manages projects, including program and process design, implementation and evaluation related to quality assurance/quality improvement and service user experience in homeless and related services
• Consistent with unit, divisional and corporate priorities and strategic directions, generates options for programs and policies, assessing the implications and feasibility of these options and recommending solutions and implementation approaches
•  Develops performance monitoring systems and quality assurance programs that include identification of meaningful indicators, targets, and outcome measures to measure the impact, effectiveness and success of programs using a human centred design, and data-informed approach
• Supports the effective implementation of service standards, policies and programs by writing directives, delivering presentations, and providing appropriate communications to service providers and other stakeholders
• Leads change management initiatives to support service standards, policies, and programs implementation by developing and implementing communication plans, messages, accountability frameworks, developing and delivering training programs and materials for internal and external stakeholders
• Fosters and works collaboratively to manage close and effective working internal and external stakeholder relationships through effective written and verbal communication, including managers and supervisors in the division, representatives from community-based shelters and service agencies, Indigenous organizations, City divisions and other levels of government, technical consultants, and members of the public or other groups as appropriate to ensure awareness of existing and evolving issues and concerns
• Anticipates, analyzes and identifies organizational and program delivery impacts of emerging issues and activities to recommend innovative divisional solutions
• Collaborates with project team members, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encouraging innovation in others
• Prepares Council reports, research analysis, major funding requests, briefing notes, presentations and other policy reports/recommendations as required by senior management
• Supervises staff, consultants and project teams to research, prepare, and monitor implementation of recommendations and manages budgets, requests for proposals and service contracts related to projects
• Deals with confidential and sensitive information affecting the division's operations, assets and resources
  
  

Key Qualifications:

1. Post-secondary education in a public administration, social science or an equivalent combination of education and experience.
2. Considerable experience in policy and/or program analysis, design, development, implementation, and evaluation that address the complex needs and characteristics of the homeless population and/or street involved individuals.
3. Considerable experience in project management including project design, development, implementation, and evaluation.
4. Experience in community engagement/consultation processes, including relationship-building, facilitation, consensus-building and conflict resolution, in an effort to gain input and understanding from abroad range of stakeholders.
5. Experience in social science research methodologies and techniques and experience in writing comprehensive complex and formal reports.
6. Knowledge of issues, policies and trends affecting homelessness, housing and shelter services. 
7. Knowledge in the area of quality assurance, customer service, continuous improvement, service reviews, service compliance or related subject matter.
8. Highly developed strategic, organizational, analytical and conceptual thinking skills with the capacity to understand complex operating and policy issues, performance measures, as well as the ability to respond to emerging issues and develop creative solutions.
9. Highly developed verbal and written communication skills, with exceptional political acuity and the ability to communicate effectively including preparing and analysing reports and delivering effective presentations to a broad range of audiences.
10. Knowledge and ability to apply an equity lens to policies, programs and strategies, and assesses the impact of proposed changes on various community groups including Indigenous, Black, racialized, newcomer, 2SLGBTQ and low-income city residents.
11. Excellent relationship building skills to engage with a broad range of stakeholders. 
12. Sound judgement with an ability to work both independently on confidential and sensitive matters, as well as lead effective teams and effectively train, motivate and supervise staff.
13. Excellent knowledge of MSOffice and other database software.
14. Available to work occasional evenings, nights and weekends as required and to travel to homeless service sites when required 

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.