011 - Service Provider Liaison, Mental Wellness

About the Role:

The Service Provider Liaison, Mental Wellness provides specialized coordination, oversight, and development of the Mental Wellness Program's provincial network of more than 250 contracted service providers across Ontario. The role serves as a primary point of contact for provider recruitment, onboarding, orientation, ongoing communication and education, quality assurance, provider standards, relationship management, and partnership development. Working closely with Mental Wellness leadership, Navigators, administrative staff, and external service providers, the Service Provider Liaison identifies service gaps, supports consistent program expectations, strengthens referral pathways, and coordinates follow-up on provider-related issues. The position monitors provider trends and concerns and develops recommendations to improve the effectiveness, quality, and sustainability of the provider network. This position does not provide counselling, crisis intervention, or clinical supervision. Through this work, the Service Provider Liaison supports timely, culturally responsive mental wellness services for Métis citizens across Ontario.

What you will be doing: 

• Leads the coordination, development and ongoing stewardship of the Mental Wellness Program’s provincial network of 250+ contracted service providers, supporting network capacity, quality, consistency and responsiveness.
• Serves as a primary program contact for service providers and supports consistent, timely communication between providers, Mental Wellness staff, and program leadership.
• Identifies and recruits service providers to address geographic, cultural, language, accessibility, and specialized service gaps across Ontario.
• Coordinates provider screening, credential verification, onboarding, orientation, and ongoing education in collaboration with administrative staff and program leadership.
• Coordinates and supports ongoing provider education through orientation, refresher sessions, information updates, learning opportunities, guidance materials and other resources to promote consistent understanding of program expectations, service standards and emerging requirements.
• Develops and maintains provider orientation materials, guidance documents, communications, resources, and learning opportunities to support understanding of MNO program expectations and service requirements.
• Supports provider quality assurance by monitoring program requirements, identifying trends or concerns, coordinating follow-up, and escalating significant issues to the appropriate Supervisor or Manager.
• Analyzes provider feedback, service trends, access issues, recurring concerns and operational data to identify opportunities for network and program improvement and provides evidence-informed recommendations to program leadership.
• Builds and maintains relationships with service providers, Indigenous health partners, community organizations, and other external partners to strengthen access to culturally responsive mental wellness services.
• Works with Mental Wellness Navigators and leadership to identify provider needs, service gaps, emerging trends, and opportunities to strengthen referral pathways.
• Provides program-level oversight and guidance related to provider contracts and work orders while working with administrative staff responsible for document processing, tracking, invoicing, and other administrative functions.
• Supports the development, implementation and communication of provider standards, requirements, processes, tools, and quality improvement initiatives, and coordinates with providers to promote understanding and consistent application.
• Maintains provider network information and prepares reports, summaries, briefing notes, trend analyses, and recommendations for program leadership.
• Supports provider engagement activities, including information sessions, orientation sessions, updates, consultations, and other opportunities to strengthen provider knowledge and relationships.
• Collaborates with the Program Development and Policy function to ensure provider processes, standards, communications and resources are consistent with Mental Wellness Program policies, procedures and strategic direction.
• Promotes the values of the organization within the workplace and community by demonstrating positive and professional relationships with employees, citizens, service providers, partners, and other stakeholders.
• Reports unsafe conditions, hazards, practices, accidents, and incidents in accordance with the Occupational Health and Safety Act and MNO policies and procedures.
• Performs other job/branch-related duties as required.

Qualifications: 

• 3 to 5 years of experience related to mental health and addictions, health programming, program development, program evaluation, policy, research, social services, or a related field.
• University Degree in health sciences, public health, health promotion, social work, psychology, public administration, public policy, community development, or a related field
• Experience building and maintaining relationships with external service providers or community partners.
• Experience working with Indigenous individuals, families, communities, or organizations is preferred.
• Experience managing multiple priorities and coordinating projects or initiatives across internal and external stakeholders.
• Strong knowledge of service provider network development, relationship management, and partnership coordination.
• Knowledge of mental health and addiction services, referral pathways, and community-based service delivery.
• Knowledge of Métis culture, traditions, wellness approaches, and culturally responsive service delivery.
• Knowledge of provider onboarding, credential verification, service agreements, work orders, and quality assurance processes.
• Strong understanding of privacy, confidentiality, documentation, and professional practice requirements relevant to contracted service delivery.
• Strong analytical and problem-solving skills, with the ability to identify service gaps, trends, risks, and opportunities for improvement.
• Excellent relationship-building, consultation, facilitation, and conflict-resolution skills.
• Excellent written and verbal communication skills, including the ability to develop clear provider resources, reports, recommendations, and presentations.
• Strong organizational and project coordination skills with the ability to manage multiple priorities and work independently.