SUPERVISOR HUMAN SERVICES INTEGRATION

City of Toronto; Toronto; Vor Ort; CAD 89.000 - 133.000; Vollzeit

Zusammenfassung

The City of Toronto is seeking a Supervisor, Human Services Integration to manage daily operations at the Application and Support Centre, ensuring efficient delivery of integrated client services. You will supervise staff, coordinate scheduling, and monitor performance to maintain high service standards.

Reporting to the Manager, you will oversee budgets, guide policy implementation, and promote excellent customer service across all delivery channels.

Qualifikationen

• Considerable experience managing complex issues within a call centre environment.
• Experience supervising staff in a high-volume setting with diverse clients.
• Ability to interpret provincial/municipal legislation and divisional policies.

Aufgaben

• Oversee daily operations of the Application and Support Centre for integrated client services.
• Supervise and develop assigned staff, schedule workloads, and review performance.
• Monitor budgets and ensure expenditures stay within approved limits.
• Promote excellent customer service across channels (phone, in person, online).
• Provide coaching to staff to ensure service delivery and quality assurance.

Kenntnisse

Staff supervision

Budget management

Customer service

Problem solving

Communication

Tools

Microsoft Office

Jobbeschreibung

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Job ID: 67124
Job Category: Community & Social Services
Division & Section: Social Development, Finance & Administration Division, HSI Application & Support Office
Work Location: 1530 Markham Rd., Scarborough, ON M1B 3G4
Job Type & Duration: Full-time, Permanent Vacancy
Salary: $89,337.00- $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open:1
Posting Period: 19-Oct-2026 to 28-Oct-2026

Major Responsibilities:

Reporting to the Manager, Human Services Integration, the Supervisor, Human Services Integration is responsible for the daily operation of the functions within the Application and Support Centre to ensure the effective and efficient delivery of quality integrated client services.

• Implementsdetailedplansandrecommendspolicies/proceduresregardingprogram specificrequirements.
• Supervises,motivatesandtrainsassignedstaff,ensuringeffectiveteamwork,high standardsofworkqualityandorganizationalperformance,continuouslearningand encouragesinnovationinothers.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.
• Authorizes and coordinates vacation and overtime requests.
• Monitors and evaluates staff performances, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Providesinputintoandadministersassignedbudget,ensuringthatexpendituresare controlledandmaintainedwithinapprovedbudgetlimitations.
• Promotesandensuresthedeliveryofexcellentcustomerserviceacrossallservice channelsincludingphone,inperson,andonlinedelivery.
• Providesongoingcoachingtoemployeestoensurecompliancewithestablishedservicedeliveryandquality assurancestandards.
• SupervisesstaffwhosupportOntarioWorksBenefits,ChildCareFeeSubsidy,Rent GearedtoIncomeSubsidyandotherincomesupportprogramswithinacontactcentre environment.
• Recommends,developsandupdatespoliciesandprocedurestoenhancethedeliveryof integratedhumanservices.
• Developsevidence-based services and programs that are efficient and effective, and responsive to customer needs.
• Actsasasubjectmatterexpertonapplicablelegislation,procedures,andeligibility determination.
• Providesleadership,supervision,andtrainingtohumanservicesintegrationstaff, ensuringeffectivedeliveryofintegratedservices.Providesleadershipandoversightof assignedservicedeliveryareasincludingqualityassuranceandinformation management.
• Monitorsandevaluatesstaffperformance andcoachesstafftoachieveperformance standards.
• Ensuresthattechnologysystemsarebeingutilizedappropriately.
• Monitorstechnologysystemsandproviderecommendationsforimprovement.
• Monitorsandevaluatesdeliveryofservicesusingtechnologyandothermeans. Identifiesissuesandprovidesresolutionstoensurecontinuousimprovementandclientsatisfaction.
• Monitors the inquiry/service request volumes and performance on all HSI service channels and adjusts service delivery mechanisms to ensure optimum use of resources.
• Monitorseligibilitydecisionstoensureaccuracy anddevelopsplansandprocedurestoaddressdiscrepancies.
• RespondstoanddocumentsinquiriesescalatedbyHSIstaffandcomplaintsreceived frommembersofthepublic,CityCouncillors,andothers.
• Reviewscallandclientrecordsonaregularbasistoensureaccuracyandeffective deliveryofservices. Identifies,follows-uponandresolvesanyissuesthatmayarise.
• Ensurescompliancewithprovincial,legislative,andCouncildirectedpoliciesand procedures.
• EnsurescompliancewithWSIB,HumanRightsandHealthandSafetyLegislation.
• CollaborateswithandbuildsrelationshipswithoperatingDivisionsandotherkey partners.

Key Qualifications:

• Considerable experiencemanagingcomplexissues within a call centre environment working with diverse clients in a human or social services environment.
• Experience supervising staff (e.g. leading, coaching, motivating, monitoring, evaluating and developing individuals and teams) within a complex, technology centric, high-volume, unionized environment handling/managing issues and customer complaints.
• Experience evaluating and improving programs, services, business processes, and operational performance through the development and implementation of policies, procedures, quality improvement initiatives, research, performance measurement, risk assessment, and evidence-based recommendations while ensuring compliance with legislative and divisional requirements.
• Experienceinprojectmanagementand/orchangemanagementactivitiesincluding communicationandtrainingplans.
• Ability to interpretstatisticalinformation, provincial and municipal legislation, as well as divisional/unit policies and procedures.
• AbilitytouseavarietyofcomputersoftwarepackagesincludingMicrosoftOfficeWord,Excel,PowerPoint,Outlookanddatabasesoftwareprograms.
• Ability to effectively manage labour relations matters within a unionized environment, including knowledge of collective agreements, City policies and procedures, applicable statutes, the Employment Standards Act, Occupational Health and Safety Act, and other relevant legislation.
• Abilitytodevelopandsupportaworkplaceculturethatchampionsequity,diversity,and inclusion.
• Abilitytoworkflexiblehours.
• Excellent interpersonal, stakeholder engagement, negotiation, conflict resolution, verbal and written communication skills, including the ability to prepare reports and correspondence, deliver presentations, build partnerships, facilitiate consensus among diverse stakeholders, and professionally de-escalate complex situations.
• KnowledgeofincomesupportprogramssuchasOntarioWorks,ChildCareFee Subsidy,RentGearedtoIncomeSubsidy,WelcomepolicyandFairPasstransitequity.
• Mustbeabletoworkindependentlyinahighlytechnical,dynamic,complex environment,workingwithaqualityimprovementfocus.
• Experience working with multidivisional stakeholders would be an asset.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .