Supervisor, Employment& Income Support

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Our Team**:
Employment and Income Support administers the Ontario Works program in Waterloo Region. Our team is looking for a motivated leader who will help support the direct delivery of the program to citizens.

**The Opportunity**:
Supervises a team in the delivery and administration of employment and income services to the public. As a member of the leadership team, you will contribute strategies to help achieve program goals.
- Supervises a team of caseworkers, administrative staff, and students.
- Leads team meetings and facilitates team building, information sharing, and knowledge exchange in support of integrated, client-centered service.
- Monitors and reviews case management practices and eligibility decisions to ensure compliance with legislation.
- 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 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 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, an