Manager Client and Case Management Services

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

Job summary

A regional child and family services agency in Victoria is seeking an experienced Manager, Client and Case Management Services. The role requires strong leadership and operational management skills to oversee a client services team. Responsibilities include developing service delivery strategies, managing escalations, and ensuring target performance is met. Ideal candidates will have experience in high volume service environments and the ability to work with diverse groups, especially those facing crises. Salary range is $80,045 to $114,351 annually.

Qualifications

• 3+ years of experience in a related leadership role.
• Ability to lead staff in a fast-paced customer service environment.
• Experience working with diverse backgrounds, including those in crisis.

Responsibilities

• Manage a client services team and oversee operational effectiveness.
• Develop and implement operational plans for service delivery.
• Handle program escalations and ensure performance targets are met.

Skills

Leadership

Coaching

Conflict resolution

Communication

Adaptability

Education

Post-secondary degree or diploma in relevant field

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Specialized databases

Job description

Introduction

The BC Family Maintenance Agency (BCFMA) is 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.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on government’s priorities.

Job Summary

The BC Family Maintenance Agency is looking for an experienced Manager, Client and Case Management Services to join our team in Victoria. 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 programme 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.
• Leads discipline and performance management of direct reports in a unionized setting.
• Responsible for ensuring performance targets are consistently achieved.
• Provides ongoing coaching and feedback to team members to motivate and support their performance and development.
• 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 the 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.

Job Requirements

Education

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

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 programmes 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 programmes.

Knowledge, Skills And Abilities

• Ability to lead staff, integrate teams and manage resources in a dynamic unionized environment.
• Ability to communicate effectively and tactfully both verbally and in writing.
• Ability to administer, interpret and apply acts, legislation, regulations and policies.
• Ability to build positive business relationships and achieve successful outcomes.
• Ability to influence staff, clients, and stakeholders to accept business changes.
• Ability to interpret performance metrics, then develop and implement plans to optimise service delivery performance.
• Ability to facilitate 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.
• Ability to demonstrate flexibility, resilience and leadership while working in a demanding, high‑volume environment and balance competing priorities.
• Managing and coaching employees in a unionized setting.
• Delivering programmes and services requiring an assessment of eligibility and applying rules, regulations and/or legislation.
• Working with various computer applications: Microsoft Outlook, Excel and Word; specialised databases, record‑management or case‑management programmes.

Preference May Be Given To Candidates With The Following

• Five (5) or more years of related experience.
• Experience developing and maintaining relationships with collaborators and community partners.
• Experience working in a Contact Centre, Social Service environment.
• Experience dealing with grievances and disciplinary meetings.
• Experience leading and coaching in a unionised environment.
• Experience supervising in a collective bargaining environment including labour relations.
• Applicants who self identify as First Nations, Métis, Inuit, or a visible minority with the required combination of education and experience.

Additional Information

• A Criminal Records Check is required.

The salary range for this position is $80,045 to $114,351 annually, commensurate with experience. Candidates must be a Canadian Citizen or Permanent Resident to be considered for this opportunity.

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.