Supervisor, Employment & Income Support

The Role

Supervises a team in the delivery and administration of employment and income services to the public. 

Duties/Responsibilities

• Supervises a team of caseworkers, job developers, employment facilitators, administrative staff, and students. 
• Leads team meetings and facilitates team building, information sharing, and knowledge exchange in support of integrated, client-centered service. 
• Supervises daily operations for the administration and delivery of employment and income services programs and services (Ontario Works, employment and skills development), including client eligibility, application intake/processing, and case management.
• Monitors and reviews case management practices and eligibility decisions to ensure compliance with legislation. 
• Liaises with Employment Services Service System Manager. Leads the delivery of integrated employment services programs and services, ensuring terms and conditions are met, as outlined in contracts and agreements.
• 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 direction to staff on complex cases, program objectives, development, evaluation, escalated client issues, procedures, processes, and caseload/time management.
• Deals with contentious/escalated/complex client issues and complaints, and briefs senior management. 
• 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.
• Manages projects, as assigned. Plans, implements, monitors, and evaluates new programs and directives or alternate methods of service delivery.
• Participates in corporate, divisional, and departmental work groups. Provides input into departmental strategic plans, integrated divisional plans, policies, procedures, and change management processes. 
• Authorizes cheque/purchasing requisitions to authorized limit and has a p-card. 
• Provides oversight, authorization, and accountability of staff administration of all benefits in accordance with guidelines, including but not limited to employment-related expenses and discretionary benefit. Ensures discretionary spending complies with divisional guidelines, and approves funding requests outside of these. Audits staff issuances and addresses errors and overpayments. 
• Liaises and represents the Department with community partners, agencies, committees, and community work groups regarding client-related matters. 
• Leads collaboration across community services (e.g., employment and income support, housing, welcome spaces, children’s services) on client escalations, as needed.
• 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 skills are normally acquired through a related university degree/college diploma, plus progressively responsible related experience.
• Knowledge and understanding of client-centred and client-driven approaches to human services. 
• 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 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 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, operational policies, and procedures.
• Computer skills with ability to use software such as Microsoft Office, provincial databases, and a scheduling system.
• Ability to travel within Waterloo Region. 
• Ability to support and demonstrate the Region’s values.