Service Delivery Manager, Employment Services

7 months ago

Burlington, Canada Centre for Skills Development Full time

**Job Number**:411**
**Job Title: Service Delivery Manager, Employment Services**
**Department: Employment Services**
**Location: Halton / Hybrid**
**Start Date: ASAP**
**Hours of Work: Full-time (35 hours/week)**
**Schedule: Monday to Friday, 8:30am - 4:30pm**
**Reports To: Senior Program Manager**

**Embark on a Bright Future with Centre for Skills Development**

Are you entrepreneurial, client-focused and committed to teamwork and excellence? Do you enjoy working with clients from diverse backgrounds? If you want to work for a recognized leader in career and workforce development, then consider a career with Centre for Skills Development

Headquartered in Burlington, Ontario, with locations in Oakville, Milton and Clarkson, Centre for Skills delivers high caliber employment services, language training & immigrant services, skilled trades training and literacy upgrading. Providing people with opportunities to build a better future and making a positive impact on peoples’ lives is integral to the business of Centre for Skills.

For more information, visit: centreforskills.ca

**The Opportunity**

The **Service Delivery Manager** will supervise a team of Employment Services (ES) staff across Centre for Skills (CFSD) Halton sites. This role will be tasked with supporting the recent transition to a new service delivery model while building high functioning, collaborative, results-driven teams, with the ultimate goal of successful employment outcomes for our clients.

**These are your responsibilities**:

- Supervision/Leadership_
- Directly supervise a team of frontline Employment Services (ES) staff in two locations and act as a back-up for other ES managers at different locations
- Conduct first level investigations and initiate the problem-solving process for disputes involving department staff and clients
- Provide ongoing support and guidance to frontline staff related to targets and service delivery
- Assume accountability for team success and client satisfaction
- Recruit, supervise, and conduct performance reviews of staff
- Oversee staff scheduling and coverage
- Mentor & coach staff, promoting and monitoring ongoing professional development and advocating CFSD’S core values
- Facilitate regular team meetings and provide updates at monthly program meetings
- Maintain up-to-date, comprehensive staff files in a confidential manner
- Assist staff to resolve customer related challenges in a professional manner, following documented process
- Work closely with Senior Program Manager and other ES managers to ensure that the Employment Services activities align with the contracted activities and funder guidelines
- Align ES priorities and activities with CFSD’s overall strategic plan
- Chair monthly team meetings to problem solve and strategize Employment Services related issues
- Provide input during funder’s annual business planning process and the ES yearly strategic planning process
- Work with all CFSD managers across the organization to ensure integrated program delivery and wrap-around client services
- Foster a positive work environment and peer relationships (team building)
- Sit on Regional Partnership tables, committees, and groups as needed
- Administration_
- Strategically plan with staff to ensure contract targets are met within timelines
- Assist Senior Manager with annual strategic plan
- Conduct quarterly file audits and observation sessions to ensure staff are meeting funder requirements
- Manage the staff schedule to ensure sufficient coverage at both locations
- Order supplies and resources
- Develop a strong working knowledge of the Employment Ontario Service Provider and Service System Manager (SSM) Guidelines and how they operationalize in day-to-day activities in the areas of: Client Planning & Service Coordination, Resources & Information, Job Search support

**What you need to bring to this job**:

- Post-secondary degree or diploma
- Relevant Career Practitioner training an asset
- Extensive experience working both front line and in a supervisory capacity, employment services setting preferred
- Experience working for a not for profit and/or government funded organization preferred
- Experience working within the Service System Manager (SSM) an asset
- Strong leadership skills and ability to motivate a team towards achievement of goals and high standards
- Strong comfort level and experience with working in an outcomes-based service delivery model
- Excellent project management, organizational, and time management skills
- Ability to work in a fast-paced environment and handle multiple priorities on an ongoing basis
- Broad based knowledge of community services relating to employment, labour market information, trends, resources, and job search
- Experience and sensitivity to deal with individuals from various occupational, educational, and cultural backgrounds
- Well-developed relationship-building skills and ability to develop rapport and communicate effectively with pa

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