Chief Operating Officer

Employer Carefirst
Job Type Senior Executive LEADERSHIP ROLES
Location Ontario
Specific Location Scarborough
Closing Date 01/31/2019


Carefirst Seniors & Community Services Association is a non-profit charitable community services agency established since 1976. Our spectrum of services has grown from the delivery of Chinese meals-on-wheels service to a full range of community support services, covering the whole Greater Toronto Area, and the York Region.  With a staff of 500 members (including full-time and part-time staff) and the help of a pool of 1,200 active volunteers, we serve over 7,000 clients a year, including seniors and the physically disabled; 1,500 of whom are "home-bound" and frail.


Carefirst is seeking a Chief Operating Officer (COO) to work with a creative and visionary Chief Executive Officer (CEO) and to focus on excellence in community service and health programs and results at the local, provincial, national, and international level.


Reporting to the CEO, the COO will be responsible for the overall performance and quality control of operations, including all services and programs, information technology, facilities management, finance, human resources, administration, and health and safety.


This position will develop and implement business plans and strategies to support the CEO in meeting Carefirst objectives and strategic plans.  This position will interact with key internal and external stakeholders and requires a leader with exceptional communication, organizational, and presentation skills.




  • Manage overall performance and quality control of operations, especially agency services and programs and including supporting units such as information technology, facilities management, finance, human resources, and administration
  • Establish and maintain client satisfaction and quality services
  • Develop, implement, and maintain business plans and strategies to support the Board of Directors and CEO in meeting Carefirst objectives and strategic imperatives
  • Develop, implement, and manage actionable deliverables for change management, including overseeing communications, engagement, and training, based on needs of client, stakeholders, and desired future state
  • Oversee the evaluating, investigating, and resolving of client complaints, ensuring these are performed in an accurate, timely, and professional manner; oversee reporting and analysis of these complaints; develop appropriate improvement plans to services and programs according to outcome of complaints investigation
  • Monitor and ensure operations are in compliance with current legislation and best practices
  • Develop performance metrics and targets; measure and report on operational performance and develop plans to improve relevant key performance indicators; identify risks
  • Interact with key internal and external stakeholders
  • Promote a work environment committed to health, safety, and wellness for all employees
  • Promote a culture of diversity, inclusion, and sensitivity; ensure services and programs also meet the needs of a diverse clientele



  • Degree in healthcare discipline with an MBA or Masters of Health Administration
  • Minimum 7 years of progressive management and leadership experience; experience in the not-for-profit community services and/or health sector preferred
  • Knowledge of healthcare policy, legislation, and regulation an asset
  • Demonstrated commitment to high professional ethical standards
  • Proven experience in strategic planning and implementation, project costs, data analysis
  • Excellent crisis management and decision-making skills
  • Excellent communications and interpersonal skills with proven ability to work effectively with all levels of internal and external staff, stakeholders, and clients
  • Excellent verbal and writing skills with demonstrated experience in proposal writing and presentations
  • Fluency in English; a second language commonly used by clients, such as Cantonese and/or Mandarin, an asset
  • A valid vulnerable sector police record check completed within one year


We are an equal opportunity employer.  We are also committed to an environment that is barrier free. If you require accommodation during the hiring process, please inform us in advance to arrange a reasonable and appropriate accommodation.


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

How to Apply

Please send your cover letter and résumé to:

The Hiring Committee, Carefirst Seniors & Community Services Association
300 Silver Star Blvd | Scarborough | ON | M1V 0G2
Email: [email protected]

Fax: (416) 502-2382

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