Supervisor, Child Care Subsidy

The Role

Supervises a team in the delivery and administration of child care subsidy to families in Waterloo Region. Collaborates with community partners to support client-centred service delivery and advocate for outcomes that support quality of life for families and children. 

As an integral member of our Children’s Services management team, you will be a part of a dynamic community that is committed to creating a high quality, equitable and responsive Early Years and Child Care system that is accessible and affordable for every family in Waterloo Region. You will work closely with the management team, Ministry of Education, other municipalities and the community as you lead a team to administer and deliver child care fee subsidy through a client-centred approach that prioritizes quality of life for children and families.

Duties/Responsibilities

• Supervises a team of child care subsidy caseworkers, case aides, and students. 
• Leads team meetings and facilitates team-building, information sharing, training/support, and knowledge exchange in support of integrated, client-centered service.
• Supervises daily operations for the administration and delivery of child care subsidy, including client eligibility, case management, and management of a fee subsidy waitlist. Approves placement of children from waitlist in accordance with established priority system.  
• Monitors and reviews case management practices and eligibility decisions to ensure compliance with legislation and funding guidelines. 
• Investigates reports of system misuse. Compiles information and develops plan and approach, with consideration of undue hardship and impact to quality of life to families and children. Reviews and approves repayment calculations. Collaborates with Finance and Legal Services to develop repayment plans.
• Assesses and manages workload and coverage; forecasts trends; monitors and evaluates service levels, and implements changes. Monitors to ensure targets and outcomes are met, and reports to senior management. Implements continuous improvement processes to support streamlined processes and service integration.  
• Supervises the maintenance of program data and client information, including compliance with corporate records management requirements.
• Coaches and provides advice, technical assistance, and direction to staff on complex cases, program objectives, development, evaluation, escalated client issues, procedures, processes, and caseload/time management.
• Deals with contentious/escalated client issues and complaints; briefs senior management on same.
• Participates in the client appeal process; reviews client files, and recommends action for resolution/appeal, in collaboration with senior management.  
• Represents and leads departmental commitment to integrated, client-centred service, which includes providing leadership coverage/presence to manage issues (e.g. security, health safety, building) at the Welcome Spaces, as needed.
• Actively collaborates with leadership and staff across the department on integrated client services, program delivery, planning, projects and initiatives.
• Ensures staff observe professional and legal standards in compliance with relevant colleges, legislation, and departmental service philosophy.

Additional Duties/Responsibilities

• Manages projects, as assigned. Plans, implements, monitors and evaluates new programs and directives or alternate methods of service delivery.
• Develops policies and procedures for local implementation of the Child Care and Early Years Act and the Ontario Child Care and Family Support Service Management Guidelines. Contacts other municipalities to exchange best practice information.
• Participates in corporate, divisional, and departmental work groups, including inter-departmental communities of practice. Provides input into departmental strategic plans, divisional plans, and change management processes.
• Authorizes cheque/purchasing requisitions and has a p-card.
• Negotiates repayment agreements with families and licensed child care organizations and other partners; calculates and approves financial adjustments and write-offs within limit.
• Liaises and represents the department with community partners, agencies, committees, and community work groups regarding client-related matters.
• Participates in case planning meetings with peers 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.
• Refers/follows up on public complaints with the Ministry.
• Consults and collaborates with other Regional and departmental programs and staff to identify and address barriers and opportunities to streamline processes for clients.
• Participates on emergency response team as needed.  
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and understanding of client-centred and client-driven approaches to human services. 
• Knowledge and skills are normally acquired through a related university degree/college diploma, plus progressively responsible related experience.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 and guidelines (e.g., Child Care and Early Years Act and Ontario Child Care, and EarlyON Child and Family Centres Service Management and Funding Guidelines, privacy, health and safety, provincial social service programs), and collective agreements.
• Ability to handle sensitive and personal information with confidentiality, discretion, and in accordance with relevant 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.
• Leadership skills to supervise, train, develop, support, and motivate staff.
• Human relations and communication skills to respond to service-related complaints; present information to individuals, groups, and agencies; explain legislation, policies, and processes; and participate as an effective team member.
• Ability to develop agreements and plans with community partners and families.
• Ability to collaborate with leadership and staff across the department on integrated client services, program delivery, planning, projects and initiatives. 
• Ability to interpret/apply legislation, policies, procedures, regulations, reports, collective agreements, correspondence, and case notes. Ability to write correspondence, reports, operational policies and procedures. 
• Computer skills with ability to use software such as Microsoft Office, provincial and program databases (e.g., Ontario Child Care Management System), waitlists, and a scheduling system.
• Ability to travel within Waterloo Region. 
• Ability to support and demonstrate the Region’s values.