Job Description February 2014 JOB TITLE: REPORTS TO: JOBS REPORTING: DIVISION/DEPARTMENT: LOCATION: Director, Corporate Communications and Community Engagement Senior Director, Health System Performance (HSP) Communications and Community Engagement Consultants; Communications and New Media Consultant; Communications and Community Engagement Assistant; Contract Employees as required. Health System Performance (HSP) - Corporate Communications and Community Engagement North West LHIN, Thunder Bay, Ontario PRIMARY PURPOSE: Reporting directly to the Senior Director, Health System Performance, the incumbent is responsible for the overall management and performance of the Corporate Communications and Community Engagement Department to support the achievement of LHIN strategic directions, goals and objectives. The incumbent will lead the development and implementation all internal and external strategic and tactical communications and community engagement, social media, issues management, mediarelations, constituent relationship management (CRM) and brand management plans for the North West LHIN. Furthermore, the incumbent will provide strategic and tactical communications, community engagement and media relations guidance and support to the North West LHIN team, particularly the CEO and Senior Directors. The incumbent will bring expertise to the planning, development, implementation and evaluation of all North West LHIN communication, community engagement, social media, issues management, mediarelations and brand management strategies, initiatives and programs. The incumbent will plan, coordinate and implement communications-related projects, special events, publicity, and advertising; evaluate and report on media coverage received from various mediums; write
and produce various internal and external communication and community engagement materials; explain North West LHIN programs, initiatives and issues to our various publics; ensure the overall quality, consistency and effectiveness of all communications and community engagement activities; directly participate in the development of complex and/or confidential communication and community engagement materials on behalf of the CEO, and act as a media spokesperson for North West LHIN when delegated by the CEO. KEY ACCOUNTABILITIES: 1. Prepares, develops and implements an integrated strategic communications and community engagement plan for the North West LHIN (internal and external). 2. Prepares, develops and implements an integrated tactical communications and community engagement plan for the North West LHIN (internal and external). 3. Recommends and develops strategic communications, community engagement and/or promotional plans for North West LHIN, based on effective situational analyses; carries these plans forward from prioritization to goal-setting to creative solution, including the implementation and evaluation stages; considers such factors as audience characteristics, corporate vision and strategy, available budget and resources, and potential sensitive or confidential issues. 4. Assists in building the North West LHIN brand, reputation and image. 5. Coordinates the ease of access to information for the public and ensures transparency in LHIN operations and communications. 6. Identifies emerging issues in the community that require a communications response including liaison with the Ministry as required. 7. Oversees management of response to high risk issues. 8. Creates and implements a comprehensive suite of communications and community engagement products (collateral, tools, templates, checklists, examples, best practices etc.) and services (training, mentoring, consulting etc.) to build LHIN staff communication and community engagement competencies and to assist the LHIN staff with their tactical communications and community engagement activities. 9. Develops and/or project manages the development of internal/external communication and community engagement materials, processes and related best practices including, but not limited to: CRM, social media channels and policies, Annual Report, Accomplishments Document (report to community) newsletter/magazine articles, memos, bulletins, posters, news releases, presentations, surveys, focus groups, displays, employee forums, web content, video scripts, advertisements, leader toolkits, key messages, Q&A s, and speaking points etc. 10. Oversees day-to-day maintenance of website including strategic use and design of evolving functionality. 11. Selects, coordinates, oversees, and evaluates external consultants and suppliers involved in communications- and community engagement-related projects on behalf of North West LHIN, including speaking, writing, language translation, graphic design, printing and photography. 12. Manages the department: full management responsibilities including hiring, training and development, performance reviews and management, discipline, provides opportunities for growth and development, health and safety, etc. 13. Oversees departmental and communications and community engagement project budgets and deadlines. 14. Ensures overall quality, consistency and effectiveness of complex and diverse communication and community engagement materials.
15. Ensures that corporate graphic standards and other organizational standards and requirements are adhered to. 16. Collaborates with other LHIN communications specialists to plan and coordinate communications and community engagement strategies, media publicity, and such, regarding province-wide activities, events and programs to promote a positive image. 17. Develops media action plans including setting objectives, coordinating appropriate internal/external spokespeople and interview opportunities, preparing key messages and news releases, determining appropriate media outlets, and evaluating results. 18. Analyzes and conducts environmental and media scans to identify opportunities and emerging issues that require a proactive or reactive LHIN response. Anticipates potential communication/media issues and consults internally as required to respond appropriately. Provides expertise and support with respect to issues requiring urgent response from the LHIN. 19. Plans and coordinates appropriate internal/external speaking opportunities and community display/exhibit opportunities and evaluates results. 20. Develops engagement strategies and/or oversees the implementation of engagement strategies, logistics and communications required to support the operational work of the North West LHIN. 21. Records, monitors, analyzes, evaluates and reports on outcome of all engagement work of the North West LHIN. 22. Develops and maintains positive relations with partners, providers, stakeholders and the public. 23. Collaborates with North West LHIN Community Engagement Consultant(s) to ensure integrated planning and to ensure continuity of communication messaging during community consultation sessions. 24. Creates opportunities for community involvement by planning, coordinating and delivering communications and consultations that contribute to positive relationships with diverse stakeholders. 25. Acts as a resource to the North West LHIN organization to identify and provide expert advice on engagement objectives and the selection and use of appropriate methodologies. 26. Keeps up-to-date records on consultation outcomes and monitor best practices in consultation and communications methodologies. 27. Prepares and/or provides input to community consultation plans for community engagement. 28. Maintains a centralized CRM resource on community stakeholder groups for internal use. 29. Leads the development of the Community Engagement Annual Plan, Community Engagement Strategy, Community Engagement Report, and ongoing monitoring and evaluation of Community Engagement activities. 30. Other duties as assigned. POSITION REQUIREMENTS: Education/Experience: University degree in Marketing, Communications, Public Relations or related discipline. Minimum 5 years of previous marketing, communications and public relations experience at a senior level, preferably with the health sector; or the equivalent combination of education, experience and professional accreditation as required by North West LHIN. Key Competencies: Strategic thinker who is outcome-driven. Proven ability to successfully translate strategy into sound operational plans and to implement communication plans at a tactical level.
Excellent ability to manage significant issues which attract political/media and public attention through sound issues management techniques and ability to manage relationships and coach spokesperson and involved stakeholders. Proven success in proactively managing the communication plan while, at the same time, demonstrating comfort with and success at nimbly reacting to rapidly changing, unanticipated communication needs. Experience providing guidance to and collaborating with senior executives on complex communication strategies and initiatives. Ability to supervise, monitor and evaluate staff, and to team-build. Ability to develop and maintain internal and external relationships and linkages. Ability to maintain confidentiality and deal with highly sensitive issues with tact and discretion. Superior leadership, interpersonal and relationship management skills, supported by superior written and oral communication, as well as editing skills. Demonstrated experience in community outreach, consultation or stakeholder management, and familiarity with current theory and techniques of community engagement. Professional, Technical Competencies: Sound knowledge, understanding and application of communications concepts, strategies, and technical skills required in planning, execution and evaluation of communications plans for internal and external audiences. Strong experience and track record for developing and successfully implementing social media strategy. Demonstrated ability to plan and write a broad range of exceptional copy in a variety of media Thorough knowledge of current trends in writing, graphic arts, photographic arts, and display/exhibit development and electronic communications. Strong interpersonal skills and demonstrated ability to work effectively as an internal consultant and build strategic alliances with internal/external stakeholders. Excellent project management skills including budgeting, planning and communication. Demonstrated ability to problem-solve and resolve conflicts. Proficiency in computers including related business software (MS Office products, CRM). French language an asset. Nature and Scope: Interpersonal Contacts: - Internally: communicates with employees throughout the organization to present, discuss information and promote joint problem solving related to undertaking the priority setting analysis and health planning functions. - Externally: communicates directly with various stakeholders to obtain and exchange information required by MOHLTC or the North West LHIN reporting requirements and gains consensus and agreement on the needs, priorities and initiatives. Decision-Making Authority: This position provides critical recommendations and works closely with Senior Directors and Executive Senior Management in the facilitation and implementation of communication and community engagement activities related to the North West LHIN Integrated Health Services Plan (IHSP) and Strategic Communications & Community Engagement Plan.
Level of Responsibility: This position reports to the Senior Director, Health System Performance and provides support to the CEO, Board of Directors, Senior Directors, and other staff as required. Physical and Sensory Demands: Minimal demands typical in an office environment Working Environment: Minimal exposure to disagreeable conditions typical of an office position exposed to stress and pressure associated with multiple priorities and deadlines.