Supervisor, Employment

Supervisor, Employment & Income Support

Job Number: 3522

Job Type: Full-Time

Location: 99 Regina St S - Public Health & Community Serv. This position is expected to work hybrid (work from both home and Regional office with a minimum of 3 days onsite).

Job Category: Health Care and Social Assistance

Number of Positions: 1

Department: Employment and Income Support (Waterloo Team 3)

Division: Community Services

Hours of Work: 35

Union: Management/Management Support

Grade: Management/Management Support Grade 06

Salary Range: $91, $114,114.00

Posting Date: October 16th, 2025 at 12:00am

Closing Date: October 22nd, 2025 at 11:59pm

About Us

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.

Guided by our Strategic Plan, "Growing with Care," we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Supervises a team in the delivery and administration of employment and income services to the public.

Duties/Responsibilities

• Supervises a team of caseworkers, job developers, employment facilitators, 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 operations for the administration and delivery of employment and income services programs and services (Ontario Works, employment and skills development), including client eligibility, application intake/processing, and case management.
• Monitors and reviews case management practices and eligibility decisions to ensure compliance with legislation.
• Liaises with Employment Services Service System Manager. Leads the delivery of integrated employment services programs and services, ensuring terms and conditions are met, as outlined in contracts and agreements.
• 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 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, 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, 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 accordance 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.
• 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; 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, and a scheduling system.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region's values.

The Region of Waterloo is an equal opportunity employer dedicated to an inclusive and accessible recruitment process. We actively encourage applications from diverse groups, including Black, racialized, First Nations, Métis, Inuit individuals, women, people with disabilities, and 2SLGBTQIA+ persons, and are committed to equity, diversity, accessibility, and inclusion in the workplace.

Accessibility and Accommodations

The Region of Waterloo is committed to providing an accessible and inclusive workplace where all employees can succeed. If you require accommodations at any stage of your employment, whether during onboarding, training, or while performing your role, please let us know. Your hiring manager will reach out prior to your start date to discuss the role, workspace, and typical workday to ensure you have the supports you need to be successful. Accommodations are flexible and may be adjusted as your needs or role evolve. All discussions regarding accommodations are confidential, focused on supporting your success, and respect your choice about what, if any, personal information you wish to share. For questions or to request accommodations during your recruitment, onboarding or employment, please contact , or by calling our Service First Contact Centre at phone number

Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).