EMPLOYMENT OPPORTUNITY

Manager, 9-8-8 Workforce Planning and System Monitoring
Talk Suicide Canada

In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada, which is expected to launch in November 2023. 9-8-8 will be Canada’s official three-digit national helpline for suicide prevention and/or emotional distress. This ground-breaking new service will be available 24/7/365 and accessible to everyone from coast to coast to coast. CAMH is working closely with the federal government and key partners from different groups and communities, provinces, territories and building on our work on Talk Suicide Canada, to bring this high quality, evidence-based, equitable suicide prevention service to Canada.

Position Description
Talk Suicide Canada/9-8-8 is currently seeking a highly motivated and experienced Manager to join our team in transforming the way people in Canada access support for suicide prevention and emotional distress.

Reporting to the Director, 9-8-8 Implementation, the Manager, Workforce Planning and System Monitoring will be responsible for supporting the optimization of call and text answer rates by implementing, leading and evolving a best practice for this service, and will co-develop and lead the 988 WorkForce and Capacity Planning and Strategy plan that is centrally led by CAMH, but supported by a dispersed network of 30+ supporting Partner organizations.

The role includes preparing for 988 go-live, as well as daily review of demand versus capacity following go-live, with mitigations put in place based on analysis and strategy. It also includes the creation of contact forecasts, resource capacity plans and workforce planning in partnership with 988 Partner organizations in order to optimize Contact Answer Rates for voice and text service channels. This person will also support the continued growth of the 988 Network, supporting the expansion of the Workforce and Capacity for 988 beyond November 30, 2023. This manager will closely monitor and manage the 9-8-8 system, including calls and texts coming in, network availability and response, call patterns (e.g. average handling time), and more. This will support reporting functions, as well as optimization and quality improvement.

Key Accountabilities :

• Developing and embedding Standardized Operating Procedures (SOP’s) for an omni-channel Workforce Management model across the 988 Partner network.
• Preparing forecast and capacity plans to support the CAMH 988 leadership with setting medium to long term resourcing targets to meet 988 service level expectations.
• Liaising with a dispersed group of 988 network Partners to communicate contact forecasts in order to ensure sufficient agent resources are available and scheduled to meet contact demand.
• Establishing and monitoring progress towards Workforce Management KPI benchmarks and producing / maintaining WFM forecasting and contact centre performance reports.
• Design and implement surge protocols based on service metrics and act as primary point of contact
• Providing summary data analysis of key drivers that impact positive or negative contact centre performance.
• Acting as key point of contact between the Business Intelligence, Technology Team, and Service Delivery Team
• Continuous monitoring of voice and text arrival patterns to support workforce planning, including producing reports (both planned and ad hoc).
• Making recommendations to the 988 Directors on opportunities to enhance 988 service performance.
• Leading improvement initiatives that will enhance WFM operating efficiencies (e.g. forecasting accuracy, scheduling efficiencies, intraday management etc.) in order to optimize 988 Contact Answer Rates.
• Ensuring an effective continuous improvement framework is in place that will drive ongoing improvements to the WFM function and associated 988 KPIs.
• Supporting implementation and ongoing management of the Genesys Cloud CX contact centre system to enable core WFM functions (including forecasting, scheduling and intradaily management).
• Acting as an operational subject matter expert to support ongoing special projects and key initiatives to drive service improvements.
• Maintaining an understanding of 988 IVR and Contact Routing models and support ongoing optimisations as the service evolves.
• Maintaining the 9-8-8 contact routing map
• Working closely with Partner stakeholders and CAMH operational leadership on a regular basis to collectively manage and enhance 988 service performance.
• Supporting the growth of the 988 network through future expression of interest and onboarding processes, and act as the lead for mapping new partners to the network
• Providing workforce and capacity planning support for 9-8-8 portal and website (e.g. joint recruitment efforts)
• Other duties as required in support of the 9-8-8 network, the 9-8-8 contact centre, and the National 9-8-8 hub

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at 60 White Squirrel Way.

Qualifications
The successful candidate will have a Master’s Degree in a related field, and at least 3 years of relevant progressive leadership experience is required. Previous experience in the mental health/crisis line sector is considered an asset. In addition, the successful candidate will possess the following skills:

• 5 years’ experience leading Workforce Management within a contact centre environment including responsibility for forecasting, capacity planning, scheduling and intraday management.
• Experience of developing and embedding WFM operations into contact centres.
• Previous management and project management experience
• Experience managing 5+ staff is required and management in a unionized environment is an asset
• Previous experience implementing & using WFM features & functionality in market leading contact centre systems (such as Genesys, NICE, Impact 360, Calabrio).
• In depth knowledge of spreadsheets and business intelligence tools (such as Excel, Google Sheets, Tableau, Power BI).
• Preference given to candidates with background in contact centre operations for Crisis Lines, Mental Health or similar fields.
• Experience with quality improvement initiatives
• Experience managing diverse stakeholders including clinical, technology, workforce, privacy and administrative staff across Canada
• Bilingualism (French/English) and/or proficiency in a second language are an asset.

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

Please Note: This full-time, contract (15 months) position is NOT part of any Bargaining Unit.

Salary Range: Competitive Salary and Benefit Package.

Please click the apply button below.

CAMH is a Tobacco-Free Organization.

CAMH is fully affiliated with the University of Toronto and is a teaching hospital and research institute. As a CAMH employee, you will be expected to actively support CAMH’s teaching and research activities, in addition to supporting the clinical work of the hospital.

At CAMH, we strive to be an equitable and inclusive employer. Our commitment to equity is grounded in an institution-wide commitment to achieving a working, teaching, and learning environment that is free of discrimination and harassment.

CAMH actively seeks candidates from First Nations, Métis and Inuit, racialized and LGBTQ2S+ communities, women, and people with disabilities (including people who have experienced mental health and substance use challenges).

We encourage people from all backgrounds to apply to our positions.
We thank all applicants for their interest, however, only those selected for an interview will be contacted. Please inform us if you require accommodations during the interview process.