Child Care Family Portal Supervisor

Role Responsibilities

Make a difference for Alberta families by enhancing the client experience through the Childcare Family Portal.

The Alberta Childcare Family Portal is a secure digital service that provides parents and guardians with personalized access to childcare enrollment information and funding statements. The portal supports transparency and advances the modernization of Alberta's childcare system by providing families with convenient access to information and services.

The Childcare Family Portal Supervisor leads the delivery of high-quality support services that enable parents and guardians to access and effectively use the Family Portal. Through the leadership of a client-focused team, the position ensures families receive timely, accurate, and consistent assistance with portal access, navigation, and inquiries related to enrollment information and funding statements. The position supports continuous improvement of support services and contributes to a positive user experience for families accessing digital childcare information and services.

Working collaboratively with families, government partners, and technical and program stakeholders, the Supervisor helps ensure Family Portal services are responsive to client needs and supports the ongoing effectiveness and evolution of the portal as a key service channel for Alberta families.

Leadership and Team Development

• Recruit, onboard, and train new employees.
• Establish team and individual performance objectives.
• Monitor and evaluate employee performance and provide coaching.

Operational Oversight and Service Delivery

• Monitor staff work to ensure adherence to confidentiality, procedures and guidelines.
• Provide interpretation and guidance on program requirements.
• Implement new procedures and operational changes.

Resolution of Escalated Issues

• Review, investigate and assess complex or escalated parent concerns.
• Exercises supervisory judgment and engages appropriate stakeholders.
• Support staff in managing complex or contentious situations.

Program Expertise and Consultation

• Consult with staff on complex or unique cases.
• Lead case reviews and discussions on challenging circumstances.
• Support the development and maintenance of operational resources and knowledge tools.

Continuous Improvement and Program Support

• Monitor trends, emerging issues, and operational risks.
• Identify opportunities to improve processes and service delivery.
• Provide feedback on procedure and system enhancements.
• Contribute to the development of new operational practices and tools.

The Job Description is provided for Further details on this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

Develop Self and Others

Align individual development goals with team and branch priorities, leverages employee strengths by providing stretch opportunities and project leadership roles and fosters an inclusive environment that values diverse perspectives. Through ongoing performance discussions and mentoring, the supervisor helps staff build skills, achieve career goals, and contribute to a high-performing team.

Drive for Results

Use operational data and experience to plan and improve outcomes, collaborates to continuously seeks opportunities to enhance service quality, efficiency, and the overall client experience.

Creative Problem Solving

Demonstrate creative problem solving by identifying root causes of service delivery issues, collaborating with staff and stakeholders to develop solutions, and leveraging resources across program, policy, and technical teams.

Agility

  Ability to change priorities, proactively identifies opportunities to improve processes, seeks input from staff and partners, and supports the implementation of new initiatives.

Qualifications

Minimum Recruitment Standard:

Education: 1 - year related certificate

Experience: 2 - years of related experience

Equivalency: Two-way - Directly related education or experience considered based on

1-year of education for 1-year of experience; or

1-year of experience for 1-year of education

In addition to the minimum qualifications, the following knowledge, skills, and experience would be considered strong assets: -

• Comprehensive knowledge of the Childcare Family Portal, programs, and procedures.
• Knowledge of service delivery and operational processes supporting the Childcare Family Portal.
• Experience leading, coaching, and developing high-performing teams.
• Strong written and verbal communication skills with diverse stakeholders.
• Strong analytical, problem-solving, and decision-making skills.
• Experience interpreting and applying policies, procedures, and business requirements.
• Ability to identify trends, service gaps, and improvement opportunities.
• Exceptional organizational skills with the ability to manage competing priorities.
• Sound judgment, confidentiality, and attention to detail.
• Strong interpersonal, relationship-building, and conflict resolution skills.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

Hours of Work: 

Monday to Friday (8:15am – 4:30pm)

Location: Calgary - Kensington Place Building, 1240 Kensington Road N. W, Calgary, T2N3P7.

Location: Edmonton-9920 108 St NW, Edmonton, AB T5K 2M4
 

A cover letter is required and should clearly demonstrate how your background and experience align with the role's requirements.

The final candidate for this position will undergo an academic check and provide a suitable security screening.

• Final candidates will be required to undergo a criminal records check (CRC) Enhanced Screening Level -1 as part of the pre-employment checks for this position.

We will accept criminal records check (CRC) which have been completed within the last six months as per policy.

Links and information on what we have to offer:

• Working for the Alberta Public Service.
• Public Service Pension Plan (PSPP) .
• Alberta Public Service Benefit Information.
• Professional learning and development.
• Research Alberta Public Service Careers tool.
• Positive workplace culture and work-life balance.