Client Services Performance and Evaluation Specialist

CANES Community Care; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

CANES Community Care is seeking a Client Services Performance and Evaluation Specialist to strengthen data-informed decision-making across Client Services. You will lead monthly and quarterly reports, identify trends, and flag risks while collaborating with IT to implement improvements.

The role focuses on dashboards, data quality, and reporting excellence, leveraging AlayaCare and Power BI to support elder care services and cross-departmental data practices.

Qualifications

• Minimum of 3–5 years in performance measurement or data analysis.
• Experience with AlayaCare reporting (Data Explorer, dashboards).
• Experience developing KPIs and scorecards for leadership.
• Strong communication and ability to translate data into actionable insights.

Responsibilities

• Develop, maintain, and enhance dashboards including safety and quality scorecards.
• Translate complex data into clear insights for leadership and stakeholders.
• Collaborate to transition dashboards into Power BI.
• Support data quality initiatives and data collection processes.
• Identify gaps and opportunities for improved data usage and reporting.
• Ensure performance data reflects cross-program workflows.
• Deliver education and guidance on data processes and tools.
• Promote a culture of client safety and health and safety reporting.

Skills

KPIs development

Data analysis

Executive-level reporting

Power BI

Data visualization

Cross-functional collaboration

Education

Post-secondary degree/diploma

Tools

AlayaCare Data Explorer

Power BI

Job description

Support a Mission-Driven Team as a Client Services Performance and Evaluation Specialist!

CANES Community Care is a not-for-profit organization committed to providing outstanding support and care services that enhance the lives of seniors, enabling them to remain in their homes and communities. Guided by our vision — Live well, age well – with CANES Community Care — we foster a workplace culture rooted in our core values: Reliable, Reputable, Responsive, and Reaching.

About the Role: This is a 12 month contract position

POSITION SUMMARY:

The Client Services Performance and Evaluation Specialist plays a key role in strengthening data-informed decision-making and performance oversight across Client Services. Working closely with Client Services leadership and the Information Technology (IT) team, the Specialist supports continuous quality improvement, accountability, and service innovation by analyzing, monitoring, and reporting on program performance and outcomes. The role is responsible for providing leadership with timely monthly and quarterly performance reports, identifying trends and opportunities for improvement, and proactively flagging emerging risks identified through data analysis, including high-risk safety events and other operational concerns. Through the effective use of data and performance insights, the Specialist helps demonstrate service impact, supports strategic decision-making, and contributes to organizational excellence. The Specialist serves as the subject matter expert for service performance analytics, and AlayaCare reporting.

KEY RESPONSIBILITIES:

• Support the develop, maintenance, and enhancement of dashboards including the departmental dashboards, client safety dashboard and the quality improvement scorecard.


• Translate complex data into clear, actionable insights for leadership, staff, and external stakeholders.


• Works collaboratively to transition dashboards into PowerBI Dashboard.


• Support data quality initiatives, including entry, validation, and continuous improvement of data collection processes.


• Contribute to system innovation by identifying gaps, inefficiencies, and opportunities for improved data usage and reporting.


• Support service delivery integration by ensuring performance data reflects cross-program and cross-departmental workflows.


• Collaborate across departments to promote consistent data practices.


• Develop and deliver education, training, and guidance related to data processes, reporting tools, and system utilization.


• Support staff in understanding data standards, performance measures, and reporting expectations.


• Contributes to a culture of client safety and employee Health and Safety, by complying with all safety practices of the organization, reporting unsafe practices and adverse events, and acting on safety recommendations


• Ensures compliance with all organizational policies, including but not limited to workplace conduct, health and safety, privacy, and workplace violence and harassment policies


• Other Duties as assigned

QUALIFICATIONS:

• Minimum of 3–5 years of experience in performance measurement, program evaluation, data analysis, or a related role within a service delivery environment.


• Minimum of five (5) years of advance experience utilizing Alayacare generating reports, including Data Explorer, custom report development, data extraction, dashboard creation and using data explorer.


• Experience developing Key Performance Indicators (KPIs), scorecards, and executive-level reporting.


• Experience with Microsoft Power BI, including dashboard development, data visualization, and reporting, is considered an asset.


• Post-secondary school degree or diploma in a relevant field or equivalent education/experience combined


• Experience working in elder care environments/community agency supporting older adults or Home and Community Care Support Services


• Strong analytical and reporting skills, with the ability to interpret and communicate data effectively.


• Excellent written and verbal communication skills.


• Able to prioritize tasks and be flexible to accommodate changing demands


• Must be able to work under time pressures and manage multiple demands simultaneously


• Excellent accuracy and problem-solving skills


• Strong attention to detail and organizational skills


• Excellent priority management and time management skills


• Excellent verbal and written communication skills


• Ability to work well under pressure utilizing effective problem management skills


• Knowledge of gerontology considered an asset


• Proficiency in Microsoft Suite products

This job description outlines the principal duties of the role and is not exhaustive. Other duties may be assigned as operational needs require.

We do not use AI for recruitment, all applications and interviews are reviewed by our Talent Acquisition team. This role is a current position. The compensation offered is determined based on the successful candidate’s relevant experience, skills, and competencies, taking into consideration internal equity.

CANES Community Care is an equal opportunity employer committed to fostering a diverse, inclusive, and barrier-free workplace. We welcome applications from all qualified individuals and strive to attract, develop, and retain talent from a wide range of backgrounds, experiences, and perspectives.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request throughout the recruitment and selection process. If you require any accommodations, please let us know and we will work with you to meet your needs.