Supervisor, Welcome Space

The Role

Supervises a team in the delivery of programs, supports, and services to the public through the Region of Waterloo’s Welcome Spaces, including intake for Ontario Works. 

Is responsible for day-to-day management of the location/site; ensures safety and security of building and occupants, responds to urgent needs/situations, and coordinates with community and internal partners to facilitate community supports and services.

Duties/Responsibilities

• Supervises a team of system navigators, Ontario Works intake caseworkers, 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 activities and operations for the Region of Waterloo’s Welcome Space and intake services. Ensures applicant and participant needs are met through timely assessment, eligibility determination, scheduling next point of contact, issuing of emergency/discretionary assistance, and coordination of community resources/referrals.  
• Audits and reviews emergency/discretionary case files daily to ensure service integrity per legislation, policies, and procedures. Monitors application screening, eligibility determination, emergency funding outcomes, and legislative requirements through file audits and monthly reports.  
• Resolves building and equipment/system issues (e.g., troubleshoots systems, contacts Facilities or other corporate services).  
• Takes steps to ensure safety of Welcome Space staff and visitors in collaboration with HR and corporate security. Participates on the joint health and safety committee and takes 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 to ensure targets and outcomes are met, and reports to senior management. Implements continuous improvement processes to support streamlined processes and service integration.  
• Completes monthly intake reports and funding projections as required; analyzes applicant and discretionary statistics and prepares reports for Director's review.
• Supervises the distribution, retention, and security of social assistance cheques, reloadable payment cards, bus passes, and food vouchers. 
• Communicates information to other program areas/teams and oversees the provision of transaction-limited support by the Welcome Space for all integrated community services and programs as needed. 
• 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 client or safety issues and complaints related to Welcome Space, and briefs senior management. Coordinates response with building security, health and safety, and Facilities. 
• 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. 
• Actively collaborates with leadership and staff across the Department on integrated client services, program delivery, planning, projects and initiatives. 

Additional Duties/Responsibilities

• 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, and change management processes.
• Authorizes cheque/purchasing requisitions to authorized limit and has a p-card. 
• Supervises discretionary benefits and emergency assistance program funds for eligible applications. Ensures discretionary spending complies with divisional guidelines, and approves funding requests outside of these.
• Liaises and represents the Department with community partners, agencies, committees, and community work groups regarding client-related matters and Welcome Space services. 
• 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.
• Builds relationships with community partners and works together to facilitate the delivery of services/ supports put on by community partners/agencies at Welcome Spaces, in response to community/resident needs (e.g., workshops, presentations, services). Community partners include other areas across the department and organization (e.g., public health), local/federal/provincial agencies (e.g., Service Canada), and others.  
• Consults and collaborates with other regional and departmental programs and staff to identify and address barriers and opportunities to streamline processes for clients. 
• Participates in the departmental emergency response plan as required.   
• Leads and coordinates a response to community emergency/crisis situations for residents (e.g., connecting individuals/families to intake for emergency funds, short term housing, liaising with community and internal partners, such as the service first contact centre and Red Cross, disbursement of vouchers/tickets). 
• 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 compliance 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.
• 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-related complaints; present information to individuals, groups, and agencies; work with community partners to facilitate services at Welcome Spaces; 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, waitlists, and a scheduling system.
• Ability to travel within Waterloo Region. 
• Ability to support and demonstrate the Region’s values.