Manager, Client and Case Management Services

BC Family Maintenance Agency (BCFMA); Burnaby; On-site; CAD 80,000 - 115,000; Full time

Job summary

Join a forward-thinking agency dedicated to supporting families in British Columbia as a Manager of Client and Case Management Services. In this impactful role, you will lead a dynamic team, ensuring effective service delivery while fostering a client-centric approach. Your leadership will empower staff to navigate challenges and enhance operational effectiveness, making a real difference in the lives of families. With a commitment to equity and inclusion, this role offers the opportunity to contribute to meaningful change in the community. If you are passionate about leadership and making a positive impact, this is the perfect opportunity for you.

Qualifications

• Post-secondary education in relevant fields with leadership experience required.
• Experience in managing staff in high-volume environments is essential.

Responsibilities

• Lead and coach a client services team to enhance performance and service delivery.
• Develop operational plans and manage service delivery in a dynamic environment.

Skills

Leadership

Client Services Management

Labour Relations

Performance Management

Problem Solving

Communication

Crisis Management

Operational Planning

Team Integration

Education

Post secondary degree or diploma

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Case Management Software

Job description

Manager, Client and Case Management Services

BC Family Maintenance Agency (BCFMA) is a BC Crown agency which provides a free service available to families in British Columbia who are eligible to receive or pay family support. The Agency offers support that strengthens families so that they may achieve their full potential and secure the best possible future for their children. By putting people first, we ensure recipients receive the support payments to which they are entitled, contributing to financial stability and security for B.C. families.

The BC Family Maintenance Agency is looking for an experienced Manager, Client and Case Management Services to join our team in Burnaby.

The Manager, Client and Case Management Services reports to the Director, Client Services and Operations. This position identifies the necessary resources for the achievement of operational objectives and issues and manages and monitors operation effectiveness. The manager is responsible for the leadership and oversight of a results-oriented client services team, through effective supervision of the day-to-day activities, while developing individuals and the overall team.

Through coaching and performance management, the manager works with staff to maximize performance of the case management program and client service. They have a comprehensive understanding of labour relations and can analyze problems, identify key information and issues and tactfully resolve them. They provide effective leadership and corporate guidance, ensuring information flows between leadership and the team. The manager exercises delegated authority to make decisions and provides avenues for dispute resolution consistent with the legislation, administrative law and policies and procedures. The manager is also responsible for recognizing, researching and implementing solutions that will improve the performance of their teams while aligning with service plan deliverables.

ACCOUNTABILITIES

• Manages an operations team and provides leadership and coaching in both virtual and in-office environments, including assignment of work, training, development and evaluation of performance plans, approval of leave, and initiation and leading of discipline processes using their knowledge of labour relations while demonstrating exceptional tact. Responds to grievances and initiation of discipline process.
• Develops and implements operational plans and strategies to manage the delivery of BCFMA services, identifying operational priorities, performance standards and practices.
• Handles program escalations from clients/representatives and manages requests to vary guidelines/procedures.
• Executes the Business Continuation Plan to ensure services are sustained during an emergency or unplanned disruption.
• Participates in long range planning sessions to determine the future needs of services for clients and the program.
• Implements operational changes to support the Division’s Business Plan, priorities and employee engagement.
• Develops an in-depth understanding through which to provide ongoing management and oversight of the client-centric approach to service while monitoring agency performance to determine the effectiveness and efficiency of the operation and implements changes to improve delivery of services.
• Reviews and evaluates the standards of practice, monitors program performance to determine effectiveness and efficiency of the program operation and implements changes to improve delivery of services.
• Participates and leads in a portfolio of internal and corporate projects that involves overseeing sub-projects and/or multiple delivery components (e.g., business process reviews, operations, customer service delivery, standard operating procedures, etc.).
• Consults across management teams to ensure ongoing consistency in implementing change and strategic direction.
• Provides expert advice and compliance supporting and advising on the interpretation and application of legislation, regulations, policy and procedures.
• Prepares documents including presentation materials, evaluation reports, and forecast reports to support senior management’s strategic decisions.
• Works collaboratively across the organization to support agency goals and participates in long range planning sessions to determine future needs of the agency.
• Other related duties as required.

JOB REQUIREMENTS

Education

• Post secondary degree or diploma in sciences, public administration, business administration, social sciences, or related field plus two years of professional work experience in a related leadership role. An equivalent combination of education and experience may be considered.

Security Screening

• A Criminal Records Check is required.

KNOWLEDGE, SKILLS AND ABILITIES

• Leading staff, integrating teams and managing resources in a dynamic environment.
• Communicating effectively and tactfully both verbally and in writing.
• Administering, interpreting and applying acts, legislation, regulations and policies.
• Building positive business relationships and achieving successful outcomes.
• Influencing staff, clients, and stakeholders for the acceptance of business changes.
• Interpreting performance metrics, then developing and implementing plans to optimize service delivery performance.
• Facilitating a resolution to a problem, issue, or event that is a source of conflict in an objective, value-free manner, remaining focused on outcomes while preserving positive working relationships.
• Demonstrating flexibility, resilience, and leadership while working in a demanding, high-volume environment; ability to balance competing priorities.

Experience must include all of the following:

• Leading staff in a high volume, fast paced, rapidly changing customer service environment, through activities such as coaching, evaluating performance, providing direction to employees, orienting/training, scheduling, or using analytics to monitor performance.
• Providing services to people from diverse backgrounds, including but not limited to, citizens with mental health issues and/or physical disabilities, citizens with substance use issues, and individuals who may be in crisis, displaying frustration, anger, or acting out in an abusive manner.
• Assisting in planning, directing, monitoring, organizing, assessing and/or controlling of the resources of an organization.
• Delivering programs and services requiring an assessment of eligibility and applying rules, regulations and/or legislation.
• Working with various computer applications: Microsoft Outlook, Excel, and Word; specialized databases, record-management, or case-management programs.
• Five (5) or more years of related experience.
• Experience developing and maintaining relationships with collaborators and community partners.
• Experience working in a Contact Centre environment.
• Experience working in a social service environment.
• Experience supervising in a collective bargaining environment including labor relations.
• Applicants who self-identify as First Nations, Métis, Inuit, or a visible minority with the required combination of education and experience.

This position is located in our Burnaby office. The salary range for this position is $80,045 to $114,351 annually, commensurate with experience.

The content and/or format of your application may be evaluated as part of the assessment process. Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

To apply or view a copy of the job description, please visit our career portal at https://bcfma.startdate.ca. We would like to thank all candidates for their interest, however only those being considered for this role will be contacted.

About Us

Are you looking for a career where you can make a difference and feel good about what you do?

Have you ever considered joining the Public Sector? The BC Family Maintenance Agency (BCFMA) works to support the goals of increasing access to justice, reducing child poverty and delivering services to citizens in a client-centric way. The BCFMA is a publicly funded free service responsible for the client-centric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families, so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

The BCFMA has offices in Victoria, Burnaby, and Kamloops. We operate in a multi-disciplinary team-based environment. Client Service Representatives are the first point of contact for all program enquiries; our Enrolment Services Advisors process new and ongoing cases through the enrolment process. Once enrolment is complete, our Case Managers oversee diverse caseloads and ensure maintenance orders are proactively and cost effectively administered. Our Operations Support Workers provide the necessary administrative support needed to ensure effective communication within our teams and with external parties. The Manager, Client & Case Management Services provides hands-on leadership to the client services team to optimize service delivery and client relations. Our in-house Legal Counsel works collaboratively with our client and case management teams to provide BCFMA staff with advice on all aspects of family maintenance law. The Legal Assistant team in our legal services division provides administrative support to our BCFMA Legal Counsel and assists other Program staff in the administration of client case files.

Our approach to diversity is clear - it’s about embracing everyone. From cultivating a culture where all employees can bring their best selves to work to deploying diversity initiatives that support all, we are doing what it takes to build a more equitable workplace. We are committed to equity and inclusion across race, gender, age, religion, and identity which drives us forward every day to support BC families.

Our promise is to champion diversity, build an inclusive culture, and do our part to continue to grow a more equitable workplace. We’ll always put our people (that’s you) first.