Service Director

1 week ago

St Catharines, Ontario, Canada Ontario Association of Children's Aid Societies Full time
Family and Children's Services has been making a positive difference in the lives of children, youth, and
families in Niagara for more than a century. As a multiservice agency providing child welfare services,
fostering and adoption, counselling, and childcare, the team at FACS Niagara works to keep children safe
and families strong.

POSITION SUMMARY
Reporting to the Director of Child Welfare Services, the Service Director is responsible for ensuring the
provision of mandated services to children and families within the assigned service area in accordance
with the prescribed guidelines and regulations of the Child, Youth and Family Services Act. The Service
Director oversees the day-to-day operations of all activities of the assigned service area. The Service
Director will provide leadership to service staff through the management of team supervisors.
KEY RESPONSIBILITIES
Service and Program Planning
  • Participates in the development of the FACS service plan.
  • Has input into the agency's strategic plan, as members of the management team.
  • Plans for programs that will effectively and efficiently deliver the services outlined in the service
plan.
  • Monitors service levels and statistical data reports to adjust service planning as required.
Service Program Development, Implementation and Monitoring
  • Implements the Service Plan ensuring the effective and efficient delivery of programs to children
and families.
  • Assists in the development of all necessary service models of care, policies, programs, and
procedures that are in accordance with relevant legislation, the service plan, and best practices.
  • Participates in the development of quality assurance measures for service provision.
  • Implements recommendations and action plans emanating from internal and external reviews,
MCFCS audits and provides periodic reporting on progress.
  • Identifies improvements to programs through program review, evaluation, research, feedback
on outcome measures and related sources.
  • Ensures compliance with existing and new requirements and standards of the CYFSA and
ministry regulations.
  • Responds to client complaints and documents steps taken and conducts or assists in reviews as
required and ensures follow-up on recommendations adopted by the agency.
  • Ensures the accuracy and timeliness of client data provided to the agency's information system
through direct service teams.
  • Ensures appropriate distribution of tasks and workload to Supervisors to ensure the agency's
mandate and needs of the clients are being served and in turn, monitors Supervisor's
distribution of tasks and workload to their team.
  • Oversees and supervises the Child Welfare Supervisors in the supervision of the service staff to
ensure the legislation, regulations and policies of the Ministry and the agency are adhered to.
  • Assists with the development/negotiation and updating of service protocols and agreements
with all major organizations involved with the agency.
  • Ensures staff are provided with opportunities to acquire skills necessary to keep ahead of
changes in procedures and technology.
  • Participates in program reviews, case audits and related activities to improve service quality and
compliance with standards.
  • Conducts case or files reviews of high profile, high risk or contentious cases as assigned.
  • Participates in supervision with the Director of Child Welfare Services; keeps the Director of
Child Welfare Services informed as to the current situation, participates with the Director of
Child Welfare Services in problem solving and resource exploration; alerts the Director of Child
Welfare Services to extraordinary case situations, client grievances and serious occurrences and
assists in the management and resolution of such matters.
  • Contributes to the resolution of issues associated with management of client information such
as records and files.

Supervision/Leadership
  • Manages recruitment, performance evaluation, coaching, discipline, and termination where
necessary ensuring accordance to Human Resources policy and within the context of the
collective agreement.
  • Oversees staff orientation, learning and development plans and ensures accordance to FACS
policy, procedure, and guidelines.
  • Manages the effective and efficient distribution and utilization of service area staff members
based on the established productivity levels, program goals and guidelines that ensure
continuity in the provision of necessary services and sufficient staff coverage.
  • Provides leadership to all service area members and manages in a manner that motivates,
guides, and directs employees in FACS values, objectives and performance expectations;
maintains a work environment that expects fairness, consistency, respect and approachability
while promoting staff participation, teamwork and positive employee relations.
  • Leads regular service area meetings to set goals and monitor service area performance and
engages the team in successful accomplishment of goals.
  • Holds people accountable to standards of performance including conducting annual
performance appraisals that support staff in establishing and attaining performance goals.
  • Works in and ensures that staff work in a manner consistent with the requirements/regulations
of the Occupational Health and Safety Act, and FACS policy and procedures.
  • Manages attendance according to policy.
  • Exemplifies and inspires behaviours, actions and attitudes that are consistent with FACS vision,
mission, and values.
  • Provides leadership for the operational success of the assigned service area and provides
supportive leadership though periods of change.
  • Provides advice on service, team or program issues and challenges to both senior management
and/or FACS employees.
  • Articulates and constantly monitors the efficiency and effectiveness of the service area to
ensure the highest level of service is being provided.
  • Reviews, assesses and/or recommends policy and programs that best meet the needs of the
service area.
  • Represents FACS in OACAS and joint CAS/community committees; participates on committees as
required.
  • At the request of the Director of Child Welfare Services, may serve as Acting Director of Child
Welfare Services during the Director's planned absence.

Relationship Management
  • Represents FACS in conferences and meetings.
  • Develops and maintains collaborative relationships both internally and externally to ensure the
most effective services are provided.

Other Related Activities
  • Identifies budget requirements and manages department budget in accordance with identified
needs, departmental priorities and strategic directions and priorities of FACS.
  • Ensures own and program/staff expenditures adhere to FACS policies.
  • Strives to meet or exceed all accountabilities and achieve continuous quality improvement and
excellence in all activities and outcomes.
  • Participates in mandatory learning/education to maintain and update skills and knowledge as
required.
  • Assists in the training and orientation of peers.
  • Provides back up to other Service Directors during periods of vacation, illness, and other
absences.
  • Performs other duties as required.
EXPEREINCE AND EDUCATION
MSW required.
Minimum 5 years experience in child welfare.
Minimum 2 years experience in a supervisory role.
Demonstrated outstanding competence as a front-line Child Protection Worker.
Excellent knowledge of CAS programs and services.
Excellent knowledge of legislation governing child welfare including CYFS Act and its regulations,
Ministry standards, Children's Law Reform Act, Foster Care standards and investigation
protocols.
Excellent knowledge and experience in the application of casework theory and best practice and
the ability to transmit this through training, coaching, and mentoring.
Valid G Driver's License and access to a reliable motor vehicle with appropriate liability
insurance is required.
SKILLS AND ABILITIES
Advanced ability to think analytically with attention to detail in important matters in the
presence of frequent interruptions.
Advanced ability to make decisions of sound judgment, often in crisis or emergency situations
and to manage the crisis appropriately.
Excellent planning, time-management, multi-tasking, and organizational skills
Advanced written, oral communication and interpersonal skills providing articulate,
constructive, meaningful, and timely interaction at all levels with the ability to make complex
issues understandable.
Advanced mentoring, coaching and communication skills to provide instructions and guidance to
staff with respect to activities, challenges, and questions.
Advanced dispute resolution and crisis management skills.
Excellent understanding and commitment to quality service and best practice.
Highly detail-oriented.
Ability to deal with highly sensitive and personal information in a confidential manner, acts with
integrity and trustworthiness.
Excellent ability to work with and meet tight timelines.
Ability to communicate in French or another language an asset.

EFFORTS AND WORKING CONDITIONS
  • Solid ability to use MS Office applications (e.g. Word, Excel, etc.).
  • Excellent knowledge of effective planning, research, policy processes and evaluation techniques
and proven ability to lead change and find creative solutions.
  • Advanced critical thinking skills.
  • Advanced ability to think analytically with attention to detail in important matters in the
presence of frequent interruptions.
  • Advanced ability to make decisions of sound judgment, often in crisis or emergency situations
and to manage the crisis situation appropriately.
  • Excellent planning, time-management, multi-tasking, and organizational skills.
  • Advanced written, oral communication and interpersonal skills providing articulate,
constructive, meaningful, and timely interaction at all levels with the ability to make complex
issues understandable.
  • Advanced mentoring, coaching and communication skills to provide instructions and guidance to
staff with respect to activities, challenges, and questions.
  • Advanced dispute resolution and crisis management skills.
  • Excellent understanding and commitment to quality service and best practice.
  • Highly detail-oriented.
  • Ability to deal with highly sensitive and personal information in a confidential manner, acts with
integrity and trustworthiness.
  • Excellent ability to work with and meet tight timelines.
  • Ability to communicate in French or another language an asset.
If you are interested and would like to see the full job description for this role, please reach out to

We thank all applicants however only those considered for an interview will be contacted.

Family and Children's Services Niagara is an equal opportunity employer committed to inclusive barrier
free recruitment and selection processes and work environments. We will accommodate the needs of
applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act
(AODA) throughout all stages of the recruitment and selection process. Please advise the Human
Resources Department to ensure your accessibility needs are accommodated through this process.
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