Supervisor, Welcome Space

The Role

Supervises daily operations and delivery of services to the public at the Region of Waterloo’s Welcome Spaces. Is responsible for day-to-day management of the location/site and ensures safety and security of the building and occupants, responds to urgent needs/situations, and coordinates with community and internal partners to facilitate community supports and services. 

Supervises departmental support services such as onboarding and offboarding, ordering and distributing technology and supplies, and tracking and managing space allocation.

Duties/Responsibilities

• Supervises a team of service navigators, administrative staff, and students. As the on-site supervisor, provides support to departmental staff and partners using the Welcome Spaces.
• Leads team meetings and facilitates team building, information sharing, and knowledge exchange in support of integrated, client-centered service. 
• Supervises daily activities and operations for the Welcome Spaces. Ensures staff accurately assess applicant and participant needs to connect and support their access to next steps (e.g., internal services, community referrals, application processes). 
• Handles contentious and escalated client issues, safety issues, and complaints, including de-escalating situations, providing support, and debriefing with staff. Coordinates response with building security, and health and safety, facilities, and other building and organization partners as needed, and briefs management. 
• Resolves building, equipment, and systems issues for Welcome Space operations and for departmental programming operating from main buildings. Liaises with the facilities management team as a centralized contact for building issues, and coordinates with divisional program areas. 
• Supervises centralized departmental services for employee onboarding and offboarding, technology and supplies, and building issues. Supervises staff responsible for enabling, disabling, and updating systems and building access, monitoring/auditing staff access to sensitive client databases, and licensed software and subscriptions.
• Takes steps to ensure the safety of Welcome Space staff and visitors in collaboration with HR and corporate security. Participates on the joint health and safety committee and performs a prescribed role for other building and safety related functions (e.g., fire warden).  
• Assesses and manages workload and coverage, forecasts trends, monitors and evaluates service levels, and implements changes. Monitors that targets and outcomes are met, and completes reports (e.g., traffic at sites, incidents). Implements continuous improvements for streamlined processes and service integration.  
• Monitors services delivered by internal and external partners at Welcome Spaces. Recommends enhancements, problem solves challenges, and provides feedback to the Manager as needed.
• Analyzes centralized expenditures for Welcome Space technology, equipment, and operations, and provides monthly accounts to the Manager and corporate finance team. 
• Reviews visitor foot-traffic and service use to respond to community needs, project service delivery shifts, and recommend changes to support client service and staff safety.
• Supervises the distribution, retention, and security of social assistance cheques, reloadable payment cards, bus passes, food vouchers, keys for Waterloo Region Housing units, and resources.
• Communicates information to other program areas and oversees support by the Welcome Space for all integrated community services and programs as needed and as capacity allows. 
• Supervises the maintenance of program data and client information, including compliance with corporate records management requirements.
• Coaches and provides direction to staff on complex cases; program objectives, development, evaluation; escalated client issues; procedures, processes; and time management.

Additional Duties/Responsibilities

• Represents and leads the Department’s commitment to integrated, trauma-informed, client-centred service. 
• Actively collaborates with leadership and staff across the Department on integrated client services, program delivery, planning, projects, and initiatives. 
• Ensures staff comply with professional and legal standards in alignment with legislation and the departmental service philosophy.
• Manages projects as assigned. Plans, implements, monitors, and evaluates new programs, directives, and alternate methods of service delivery.
• Participates in corporate, divisional, and departmental working groups. Provides input into departmental strategic plans, integrated divisional plans, and change management processes.
• Authorizes cheque/purchasing requisitions to approved limit and has a p-card. 
• Liaises and represents the Department with community partners, agencies, committees, and community working groups on client-related matters and Welcome Space services. 
• Participates in case planning meetings with internal partners and community stakeholders. 
• Leads collaboration across community services (e.g., employment and income support, housing, welcome spaces, children’s services) on client escalations as needed.
• Builds relationships with community partners and agencies (e.g., public health, Service Canada) and collaborates to facilitate the delivery of services and supports they provide at Welcome Spaces in response to community and resident needs (e.g., workshops, presentations, services). 
• Consults and collaborates with others within and outside the Department to identify and address barriers and opportunities to streamline processes for clients. 
• Participates in the departmental emergency response plan as required.   
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a related university degree/college diploma, plus progressively responsible related experience.
• Knowledge and understanding of trauma-informed, client-centred, client-driven approaches to human services delivery and design. 
• Ability to implement and monitor compliance with the departmental vision and philosophy for integrated customer service delivery within the division, across divisions, across departments, and within the broader community.
• Knowledge of and ability to comply with policies, procedures, legislation (e.g., privacy, health and safety, provincial social service programs), and collective agreements.
• Ability to handle sensitive and personal information with confidentiality, discretion, and in compliance with legislation and guidelines.
• Knowledge of community resources and programs. 
• Analytical, research, problem-solving, continuous improvement, and organizational skills to participate in program and service process development; interpret data and implement operational plans to achieve targets and efficient operations; and apply discretion when responding to emergency situations.
• Ability to use judgement and quick thinking to respond to urgent and emergency situations.
• Leadership skills to supervise, train, develop, support, and motivate staff.
• Human relations and communication skills to respond to service complaints; present information to individuals, groups, and agencies; work with community partners to facilitate services; explain legislation, policies, and processes; and participate as an effective team member.
• Ability to collaborate with leadership and staff across the Department on integrated client services, program delivery, planning, projects, and initiatives. 
• Ability to support and/or lead the development and dissemination of local process and policy.
• Ability to interpret and apply legislation, policies, procedures, regulations, reports, collective agreements, correspondence, and case notes. Ability to write correspondence, reports, and operational policies and procedures.
• Computer skills with ability to use software such as Microsoft Office, provincial databases, waitlists, and a scheduling system.
• Ability to travel within Waterloo Region. 
• Ability to support and demonstrate the Region’s values.