WoodGreen has been meeting the UNMET needs of Toronto residents for over 85 years. As a leading social services agency, we provide integrated programs such as physical and mental health services, affordable housing, employment support, financial counselling, childcare, seniors and youth programs and more. Discover how we can support you today.

Program Overview

Client Experience Lead will support WoodGreen’s quality improvement and client engagement goals by coordinating the work of Client Experience Surveys tasked with engaging with a diverse range of individuals and caregivers who access services in WoodGreen’s Community Care Unit ((crisis services for seniors, mental health supports, case management, supports for parents of children with disabilities, caregivers, etc.) to collect their feedback using the Ontario Perception of Care (OPOC-MHA) tool.

Skill Requirements:

• Leadership skills/people-management skills.
• Strong interpersonal and communication skills (verbal and written).
• Experience working with and supporting diverse and marginalized communities.
• Strong computer literacy, with Microsoft Office Suite, especially Excel.
• Experience compiling and analyzing databases.
• Demonstrated commitment to principles of social justice, anti-oppression, anti-racism, equity and inclusion.

Responsibilities:

• Support the maintenance of a database accessed by staff and volunteers.
• Gather data from the status on survey completion, analyze trends and summarize main challenges encountered by surveyors.
• Assess the database from various points using pivot tables to identify key factors that can drive outcome change to increase survey response rates.
• Provide insights and problem-solving suggestions for issues with data collection and storage.
• Audit surveys completed and databases to ensure Client Experience Surveyor volunteers are capturing and entering data to a high standard. · Liaise with WoodGreen staff to provide regular updates, flag urgent concerns, and share input on Client Experience Surveyor volunteers.

Training available:

• Overview of mental health and/or substance use and related concerns.
• How to work with clients who are neurodivergent and/or have cognitive impairments and may need additional support with completing such tasks.
• Client confidentiality and privacy guidelines.
• Specific training on how to use OPOC-MHA and the online database.

Screening Requirements:

• Online Application and answering position-related questions
• Resume
• Interview
• Criminal Background Check (instructions will be provided upon application)
• 2 references (1 personal and 1 professional)

Commitment:

• Must commit for at least 4 months; 1 shift: 2- 4 hours/week starting July 2025
• You must take the training and abide by the code of conduct of WoodGreen, see in application.
• Be able to work onsite and/or hybrid.