SUPERVISOR CENTRAL INTAKE CLIENT SERVICES

• Job ID: 53297
• Job Category: Community & Social Services
• Division & Section: Toronto Shelter & Support Services, Outreach and Access
• Work Location: Metro Hall, 55 John St
• Job Type & Duration: Full-time, 1 Temporary Vacancy (12 months)
• Salary: $93,734.00 - $123,449.00 per year
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 21-FEB-2025 to 07-MAR-2025
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Reporting to the Manager, Homelessness Initiatives, the Supervisor Central Intake Client Services will supervise the provision of 24/7 client care services as part of Toronto Shelter & Support Services Central Intake Contact Centre including: training, development, and performance management of unionized and non-union staff; scheduling, payroll and other Human Resources related matters in coordination with Divisional partners; oversight of relationship management with internal and external partners; development and maintenance of client knowledge articles; complaints management; quality assurance; and, oversight of special committees and workflow/process improvements.

Major Responsibilities include:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff (including unionized Caseworkers); schedules, assigns, and reviews work; ensures effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• 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 performance, approves salary increments, hears grievances, and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations. Assists with the preparation and monitoring of operating and capital budgets.
• Develops and documents policies, procedures, and business practices to ensure the smooth operation of Central Intake. Reviews administrative practices and develops policies, procedures, and strategies to ensure the effective and efficient administrative service delivery and system support.
• Provides a full range of organization development and training consultation services to support Central Intake's training and development initiatives.
• Provides project management expertise and actively represents the Division in corporate-wide initiatives.
• Deals with confidential and sensitive information affecting operations, assets, resources, and finances related to Division-wide processes, functional policies, programs, and strategies. Liaises with senior management and Divisional staff in the coordination of responses and resolution of Division or section-wide issues.  
• Works with the Manager to resolve issues and complaints.
• Leads or participates in a variety of projects pertaining to organizational effectiveness.
• Develops and monitors project plans, deliverables, budgets, and project communications.
• Monitors and ensures compliance with City's/Unit's policies, standards, service plans, legislation and resolves issues pertaining to same.
• Maintains a thorough and continuous knowledge of City and Divisional policies, initiatives, and operational issues.  
• Participates in organizational and management change initiatives.  
• Represents the Division on key Divisional, corporate, and external teams and initiatives and maintains effective working relationships with senior management, politicians, Divisional and other City staff, and external organizations.
• Assists with recruitment of staff.
• Communicates with unit leadership to develop and implement effective work process controls and standards and to oversee new corporate or divisional initiatives.
• Undertakes special projects, assignments, and committee work.

Key Qualifications:

1. Post-secondary education in a relevant field (e.g. Social Services), or the equivalent combination of education and relevant experience working in a social service setting serving marginalized and vulnerable populations.
2. Considerable experience in supervising staff (e.g. leading, motivating, monitoring and evaluating performance), in a complex and high-volume contact centre environment.
3. Considerable experience in planning, developing, and implementing programs, including evaluating program performance, and reporting on achievements.
4. Considerable experience using contact centre databases and software systems such as Customer Relationship Management, Workforce Management, and Telephony systems (e.g. Salesforce, Verint, Cisco, etc. or related).
5. Ability to successfully operate as a customer service program leader skilled in de-escalation techniques, managing difficult interactions, and resolving customer escalations with a commitment to anti-oppression service delivery.
6. Knowledge of current issues related to housing first policy, subsidized and supportive housing, income security, etc.
7. Excellent written and oral communication skills to effectively build/sustain partnerships with internal and external clients/stakeholders and write reports.
8. Problem solving and analytical skills to assess operational performance, assess risk, develop improvement plans, conduct research and analysis, and monitor budgets.
9. Ability to work within divisional project teams, as well as inter-divisionally.
10. Good organizational and time management skills with minimum direction. Ability to multi-task during high volume periods.
11. Ability to deal effectively with day-to-day labour relations matters within a unionized environment.
12. Ability to assist with reviewing business processes and analysis to streamline and improve work efficiencies.
13. Knowledge and understanding of government legislation in the areas of labour, employment and human rights, Housing Services Act, Residential Tenancies Act and other relevant legislation.
14. Ability to use a variety of computer software packages including Microsoft Office Word, Excel, Power Point, Outlook and database software programs.
15. Familiarity with relevant employment legislation including Employment Standards Act, Human Rights Act, and the Occupational Health & Safety Act.

A Vulnerable Sector Police Reference Check will be required as a condition of employment.

• For more information on Shelter Services, please visit our website at http://www.toronto.ca/housing.
• A Police Reference Check program brochure is available at http://www.toronto.ca/housing/employment.htm.

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.

Accommodation
 

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.