CSD Supervisor - AISH

Government of Alberta; Edmonton; Hybrid; CAD 59,000 - 75,000; Full time

Benefits offered by this job

Positive workplace culture

Remote work option within Edmonton

Office rotation schedule

Job summary

The Alberta Public Service is seeking a Common Service Delivery Supervisor - Assured Income for the Severely Handicapped to lead a team of Assessors in the Disability Income Assistance Processing Centre in Edmonton. You will oversee application processing, provide coaching, and ensure timely, accurate decisions in a high-volume environment.

Applicants should have a high school diploma with four years of related experience; supervisory experience is preferred.

Qualifications

• High school diploma and four years of related experience.
• Equivalency: one year of experience for one year of education or vice versa.
• Preference given to candidates with supervisory experience.
• Assets: experience in a contact centre and knowledge of relevant legislation.

Responsibilities

• Lead and oversee application processing and contact centre operations to meet standards.
• Provide leadership, coaching, and technical guidance to Assessors.
• Monitor workload distribution and priorities in a high-volume environment.
• Conduct quality assurance reviews and file audits for compliance.
• Support accurate eligibility determinations and decision-making.
• Resolve complex client issues or escalations.
• Identify opportunities for process improvements and implement changes.
• Ensure fair, consistent, and equitable treatment throughout the process.
• Collaborate with internal stakeholders to support program objectives.

Skills

Leadership

Coaching

Technical guidance

Communication

Process management

Education

High school diploma or equivalent

Job description

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Common Service Delivery Supervisor - Assured Income for the Severely Handicapped

Job Information
Job Title: Common Service Delivery Supervisor - Assured Income for the Severely Handicapped
Job Requisition ID: 86557
Ministry: Assisted Living and Social Services
Location: Edmonton
Full or Part-Time: Full-Time
Hours of Work: 36.25 hours per week
Permanent/Temporary/Wage: Temporary
Scope: Open Competition
Closing Date: August 25, 2026
Classification: Administrative Support 6
Salary: 2265.79 to 2866.95 bi-weekly ($59,137 - $74,827/year)

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities.

Assisted Living and Social Services (ALSS) helps provide stability and security for vulnerable Albertans, including seniors, people with disabilities, low-income individuals and those facing homelessness, while also providing opportunities to foster independence and quality of life. This includes supporting the delivery of preventive programming and helping Albertans access disability services, homelessness supports, financial assistance and employment services, seniors supports, continuing care and other social-based programs.

The Employment and Financial Services Division is working to help better connect Albertans to programs and services and to ensure Albertans have access to the right services at the right time through a common front-end experience whether through our contact centers or in-person offices.

Reporting to the Disability Income Assistance Team Lead. The CSD Supervisor-AISH, provides operational leadership to a team of Assessors in the Disability Income Assistance Processing Centre ensuring timely, accurate, and consistent service delivery in a high-volume environment. The role is responsible for overseeing Disability Income Assistance application processing activities, supporting staff in making general eligibility determinations, monitoring service standards, and ensuring compliance with legislation, policy, and business processes. Through quality assurance, coaching, and continuous improvement initiatives, the Supervisor promotes service excellence and timely outcomes for Albertans.

Key Responsibilities:

• Lead and oversee application processing and contact centre operations to ensure service standards are achieved.
• Provide leadership, coaching, and technical guidance to Assessors.
• Monitor workload distribution, performance, and operational priorities in a high-volume, time-sensitive environment.
• Conduct quality assurance reviews and file audits to ensure compliance with legislation, policy, procedures, and business practice.
• Support accurate and consistent eligibility determinations and decision-making.
• Resolve complex client issues or escalations.
• Identify opportunities for continuous improvement and implement process enhancements.
• Ensure applicants are treated fairly, consistently, and equitably throughout the application process.
• Collaborate with internal stakeholders to support program objectives and service delivery outcomes.

High school diploma and four years of related experience.

Equivalency: Directly related experience or education considered on the basis of one year of experience for one year of education or one year of education for one year of experience.

Preference will be given to candidates with supervisory experience.

Assets:

• Experience working in a contact centre.
• Experience working with the Income Support or AISH program.
• Possess an in-depth knowledge of all applicable legislation, regulations, policies, criteria, guidelines, processes and procedures for assessing Disability Income Assistance applications for completeness and general eligibility.
• Working knowledge of department resources, programs and services.
• Advanced verbal and written communication skills are required to clarify facts, explained policies/legislation, direct client to the most appropriate course of action.
• Well developed organizational skills, time management and leadership skills including team building, motivation and influencing.
• This position may be eligible for remote work within the Edmonton area; however, employees will be required to attend the office on a rotational basis and as operational needs require.
• Hours of work: Monday to Friday from 8:15 am to 4:30 pm.
• This position is temporary and expected to end on or before June 30, 2028
• Your cover letter and resume will be used as a screening tool to assess your written communication
• Final candidates for this competition will be asked to undergo academic verification and security screening.

In order to accurately reflect your related experience/education, in your resume, please include dates (including months and years) associated with all education and work experience.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Use for open competitions only - Links and information on what we have to offer:

• Positive workplace culture and work-life balance.