Rehabilitation Service Specialist (RSS) Training Team Manager

Status: Permanent, Full-time Position

Location : Remote-based position within Canada

Reports To: Director of Operations and Care Navigation

We are seeking an experienced and collaborative RSS Training Team Manager to support the delivery of the Rehabilitation Services and Vocational Assistance Program (RSVP) on behalf of Veterans Affairs Canada. Lifemark Health Group and WCG Services have joined to form Partners in Canadian Veterans Rehabilitation Services (PCVRS). This team makes a difference in the lives of Canada’s Veterans and their families by providing medical, psychosocial, and vocational rehabilitation services.

Role Summary

The RSS Training Team Manager is responsible for supporting operational excellence, service quality, and capability development across the PCVRS program. Reporting to the Director of Operations and Care Navigation, this role leads the national onboarding and training program for new Lifemark RSSs and works in partnership with the WCG RSS Training Team Manager to promote consistency, standardization, and best practices across the program.

As a subject matter expert in rehabilitation service delivery, the RSS Training Team Manager provides training leadership, quality oversight, escalation management, and operational consultation to Lifemark RSS Regional Managers, RSS Team Managers, and front-line staff. Working closely with Operations, Quality, Learning & Development, and other stakeholders, the incumbent supports staff development, compliance with program requirements, service quality, and positive participant outcomes while serving as a key operational resource for the national RSS program.

Key Responsibilities

• Lead and continuously enhance the national onboarding and training program for new Lifemark RSSs in collaboration with the WCG RSS Training Team Manager, including the development and delivery of training programs, workshops, learning resources, and job aids to support staff competency and consistency in service delivery.
• Act as a subject matter expert in rehabilitation planning, documentation standards, service delivery processes, and program requirements.
• Provide consultation and support to RSS Team Managers and RSSs on complex files, operational issues, and participant escalations.
• Support the resolution, tracking, and analysis of escalations and identify opportunities for service and process improvement.
• Conduct quality reviews of participant files, Rehabilitation Plans, Action Plans, Closure Reports, and other program documentation, providing coaching and recommendations to promote quality, consistency, and compliance.
• Support audit activities, quality improvement initiatives, and implementation of best practices across the program.
• Develop and maintain SOPs, workflows, checklists, exemplars, training environments, and other operational resources that support effective service delivery.
• Participate in operational projects, change initiatives, and continuous improvement activities designed to enhance efficiency, consistency, and participant outcomes
• Coordinate and support mandatory training, compliance activities, and staff development initiatives.
• Collaborate with Regional Managers, Team Managers, Learning & Development, Quality, and other stakeholders to support operational excellence and program objectives
• Maintain a limited participant caseload and provide direct rehabilitation service delivery activities as operationally required.

 

 

Qualifications

• Bilingual required (French/English).
• High level of written and spoken proficiency in French.
• Minimum three years of experience providing rehabilitation, disability management, vocational rehabilitation, or related services. 
• Minimum one year of experience in case management, rehabilitation coordination, quality assurance, training, coaching, or operational leadership.
• Current regulated health professional designation (e.g., Social Work, Occupational Therapy, Kinesiology)
• Demonstrated experience in adult education, staff coaching, training development, quality assurance, or operational leadership.
• Excellent communication, relationship-building, problem-solving, and analytical skills.
• Proven ability to manage competing priorities and support complex operational issues in a fast-paced environment.
• Demonstrated ability to interpret and apply policies, procedures, service standards, and contractual requirements.
• Experience supporting process improvement, project implementation, or change management initiatives is considered an asset.
• Employment conditional upon obtaining and maintaining federal Reliability Status security clearance.

Inclusion

  We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

  Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca [http://lifemark.ca]

Visit and Apply today! Visit www.lifemark.ca/careers [https://www.lifemark.ca/careers] 

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