Area Manager, Employment and Placement Services

**Some of the benefits and features available to our employees include**:

- Competitive compensation
- A comprehensive Health Benefits plan that includes massage therapy, naturopath services, travel coverage, and much more
- A comprehensive Dental Insurance plan
- An RRSP Matching benefit
- An Employee & Family Assistance program
- Employee wellness initiatives
- Paid days off for religious observance purposes

**Program & Role Description**:Conveniently located in Etobicoke, North York, Downtown Toronto, York, and Scarborough, The Career Foundation’s five (5) full-suite Employment Centres provide job seekers with a full range of services, including exploring career options, improving their résumés, preparing for interviews, and much more. Employers that share our commitment to community hiring can also receive a range of services, including direct access to job seekers of diverse backgrounds and skills, support with coordinating and hosting community hiring events to meet our job seeker clients, advice on how to best coach and work with their new hires to help achieve job retention, and more.

**Position Type**:
Full-time (37.5 hours per week)

**Location**:
**Start date**:
As soon as possible

**Reporting to**:
Senior Manager, Employment Services

**Responsibilities include**:

- **Monitoring Service & Quality Control**_
- Ensures that the team consistently provides relevant support to clients and meets or exceeds performance targets while adhering to business plan deliverables.
- Provides leadership and expertise to the team in areas of customer service, career exploration, assessment, case management, information and referral services, job search, job matching, placement and retention, and other areas of client service.
- Takes a proactive approach when any target is not on track.
- Monitors quality control to ensure that each assisted client receives a personalized service plan addressing their individual barriers, outlining steps to their short-term and long-term goals.
- Prepares funder reports, business plans, and other communications for review by the senior leadership team.
- Oversees the quality of client files and service records to ensure that documentation is kept up-to-date and meets file audit requirements.
- Monitors the delivery of workshops and information sessions periodically to ensure consistency and quality of service.
- Ensures that job seekers are appropriately referred to services in the community that meet their needs.
- Participates in developing and implementing effective outreach strategies to help ensure a steady flow of client intakes and represents The Career Foundation at community partner meetings related to the program.
- Creates and enhances relationships with community partners and funders.
- Mediates conflicts or concerns between staff and clients when required.
- Demonstrates outstanding customer service skills with the ability to handle client complaints effectively.
- Oversees the quality of the program, ensuring 100% service satisfaction of all stakeholders while meeting and exceeding overall effectiveness, customer service, and efficiency targets.
- Other relevant duties as assigned.
- **Staff Management**_
- Supervises program staff and takes a proactive approach when any target is not on track.
- Cultivates a positive and collaborative working environment, maintaining an open-door policy to provide team members with easy access to advice, feedback, and suggestions.
- Provides leadership, motivation, and expertise to the team in all areas of program delivery.
- Continuously monitors staff performance towards goals, meets with team members as necessary to discuss performance matters that may be affecting outcomes, and documents performance issues as necessary.
- Demonstrates patience, open-mindedness, and respect at all times when managing the team, ensuring that everyone feels heard, valued, and engaged and is operating at their highest potential for their best interest and that of fellow team members and clients.
- Leads weekly team meetings to case conference, share progress towards goals, and leads the team in troubleshooting/ brainstorming issues.
- Ensures that all team members adhere to The Career Foundation’s policies and procedures.
- Provides constructive feedback to team members to help them improve their performance when required and implements disciplinary actions, including terminations, when needed, through consultation with senior leadership.
- Prioritizes recruitment when a vacancy on the team must be filled, including actioning interviews in a timely manner when recommended by the HR department.
- Leads onboarding and training components with new team members and completes interim performance reviews during their first six months of employment.
- Conducts yearly performance appraisals with all team members, ensuring thorough documentation.
- Oversees and approves staff attendance, including approval of vacation days and other eligible paid