Supervisor Human Services Integration

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: $89337.00- $132880.00
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.
• Supervisesmotivatesandtrainsassignedstaffensuringeffectiveteamworkhigh standardsofworkqualityandorganizationalperformancecontinuouslearningand 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.
• Providesinputintoandadministersassignedbudgetensuringthatexpendituresare controlledandmaintainedwithinapprovedbudgetlimitations.
• Promotesandensuresthedeliveryofexcellentcustomerserviceacrossallservice channelsincludingphoneinpersonandonlinedelivery.
• Providesongoingcoachingtoemployeestoensurecompliancewithestablishedservicedeliveryandquality assurancestandards.
• SupervisesstaffwhosupportOntarioWorksBenefitsChildCareFeeSubsidyRent GearedtoIncomeSubsidyandotherincomesupportprogramswithinacontactcentre environment.
• Recommendsdevelopsandupdatespoliciesandprocedurestoenhancethedeliveryof integratedhumanservices.
• Developsevidence-based services and programs that are efficient and effective and responsive to customer needs.
• Actsasasubjectmatterexpertonapplicablelegislationproceduresandeligibility determination.
• Providesleadershipsupervisionandtrainingtohumanservicesintegrationstaff 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 frommembersofthepublicCityCouncillorsandothers.
• Reviewscallandclientrecordsonaregularbasistoensureaccuracyandeffective deliveryofservices. Identifiesfollows-uponandresolvesanyissuesthatmayarise.
• EnsurescompliancewithprovinciallegislativeandCouncildirectedpoliciesand procedures.
• EnsurescompliancewithWSIBHumanRightsandHealthandSafetyLegislation.
• CollaborateswithandbuildsrelationshipswithoperatingDivisionsandotherkey partners.

Key Qualifications:

1. Considerable experiencemanagingcomplexissues within a call centre environment working with diverse clients in a human or social services environment.
2. 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.
3. 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.
4. Experienceinprojectmanagementand/orchangemanagementactivitiesincluding communicationandtrainingplans.
5. Ability to interpretstatisticalinformation provincial and municipal legislation as well as divisional/unit policies and procedures.
6. AbilitytouseavarietyofcomputersoftwarepackagesincludingMicrosoftOfficeWordExcelPowerPointOutlookanddatabasesoftwareprograms.
7. 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.
8. Abilitytodevelopandsupportaworkplaceculturethatchampionsequitydiversityand inclusion.
9. Abilitytoworkflexiblehours.
10. Excellent interpersonal stakeholder engagement negotiation conflict resolution verbal and written communication skills including the ability to prepare reports and correspondence deliver presentations build partnerships facilitate consensus among diverse stakeholders and professionally de-escalate complex situations.
11. KnowledgeofincomesupportprogramssuchasOntarioWorksChildCareFee SubsidyRentGearedtoIncomeSubsidyWelcomepolicyandFairPasstransitequity.
12. Mustbeabletoworkindependentlyinahighlytechnicaldynamiccomplex environmentworkingwithaqualityimprovementfocus.
13. 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 Citys 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 Citys Hiring Policies and Accommodation Process.