Program Delivery Supervisor

Role Responsibilities

We are hiring for three distinct leadership opportunities within the Support and Financial Services (SFSC) and Career and Employment Consultant (CEC) teams:

•    SFSC Contact Centre Supervisor – Responsible for supervising Support and Financial Services Coordinators operating in a contact centre environment.
•    SFSC Case Management Supervisor – Oversees both Program Services 1 and Program Services 3 staff involved in comprehensive client case management.
•    CEC Supervisor – Provides leadership to Program Services 3 staff in intake and/or case management functions, ensuring the effective delivery of career and employment services.

ALSS works to assist Albertans, particularly vulnerable Albertans, to find stability in their lives and improve their participation and success in the social and economic fabric of Alberta. We do this though engagement and partnerships: with individual Albertans, communities, employers, other GOA programs and other levels of government. The Supervisor plays an integral role in providing operational leadership to meet our ministry and provincial business plan objectives.  Engaging in collaboration with Managers and colleagues, the Supervisor leads their team through the implementation and delivery of key services for Albertans.

The supervisor will oversee staff performing a range of functions across multiple locations in the North Zone. These roles collaborate closely with other teams and working groups. The primary focus will be supporting key areas within our division that contribute to Expected to Work (ETW) duration programming. This includes ensuring that ETW clients receive the necessary resources and guidance to successfully enter or re-enter the labor market. As a supervisor, you will lead your teams in delivering targeted action plans with measurable outcomes, clear accountability, and a shared goal of achieving employment for clients within defined timelines.

The location of the Supervisors will be informed by a number of factors, including staff team duties and composition. The Supervisor works collaboratively with their manager(s) and other regional/Zonal/Provincial Supervisors to identify emerging issues; work with staff and work function leadership partners to assess operational needs as well as leading and supporting team-based, function-based and strategic initiatives. The Supervisor provides coaching and mentorship to staff to help develop the competencies, skills and knowledge each staff member requires to succeed in their role. 

Role Responsibilities Cont'd

The Supervisor works with their regional/zonal/provincial colleagues to ensure that there is consistent messaging, practices, resources and standards across units. As part of this team:

• the Supervisor is responsible for planning, coordination, development and maintenance of consistencies in regional practices and service models.
• The Supervisor must demonstrate an operational understanding of service to Albertans.
• They must also have the ability to connect their activities and responsibilities to service excellence.
• The Supervisor must have a broad recognition of who our stakeholders are and demonstrate the ability to build relationships and assess needs.
• This requires the Supervisor to be flexible, innovative, and to think and communicate systemically.

 
Key responsibilities include: 

• The Supervisor has Program Services 1 and/or Program Services 3 level reports to whom they provide coaching, mentorship and guidance to engage in their development.
• Demonstrated leadership, and ability to lead staff in a collaborative, team environment.
• Developing relationships with staff, to identify strengths and weaknesses, and to continually develop / maintain an effective culture.
• Understanding the goals and priorities of the North Zone Operational Plan and how it aligns with the strategic priorities.
• Knowledge of the strategic plan and how operational priorities are influenced and determined.
• Work collaboratively with North zone colleagues, provide leadership to North zone and provincial working groups and committees.
• Provides leadership to foster innovation and engage staff in developing efficiencies and effectiveness.
• Work collaboratively with stakeholder groups to identify areas of common service and potential collaboration, as well as gaps in service and ways to close those gaps.
• Communicate purposefully to inform Manager(s) on program successes and gaps.
• Awareness of operational drivers such as the budget, staffing allocations, impacts of caseload growth, volume management.

Please click on this link to view the job description for this position.

Qualifications

University graduation in Social Sciences, Humanities, or a related field and 4years, progressively responsible experience in the Income and/or Labour Market Programs.

Equivalency: Related experience or education may be considered as an equivalency on a one-for-one basis.

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

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards

Assets:

•  Knowledge of legislation, acts and regulations (i.e. IESA, AISH, OHS, Child and Family Support, FOIP, etc.)
  Knowledge of LMDA programs, EI program as well as other Federal programs and Services, Alberta Learning, eligibility, etc.).
• Understanding & application of theoretical knowledge pertaining to leadership, supervision, team building and goal setting and performance management.
• Understanding & application of theoretical knowledge in human development and behaviour, social policy, labour market, career planning and development, career and employment counseling, and diverse barriers to employment and social functioning.
• Specialized knowledge of income and employment programs supervised along with applicable regulations, legislation, policy and procedures.
• Working knowledge of department resources, programs and services and community resources, programs and services.
• Sound knowledge of the area/region and understanding of how regional needs impact planning and forecasting.
  Working knowledge of Master & Subsidiary Agreements and Human Resource accountabilities delegated to a Program Supervisor.
• Working knowledge of area operational plan, regional operational plan and the departmental business plan. 
  Knowledge of relevant computerized information systems (including CAIS, SF, LISA, CCD, e-mail, AIM, word processing and the internet, etc.).
• Knowledge of assessment principles, practices and applications.
• Knowledge and understanding of multi-cultural issues.

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.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

As the Program Delivery Supervisor, in addition to your education and experience, you will demonstrate well-honed competencies in the following areas:

Competencies Required for Role: 

1. Agility: Ability to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment.
2. Drive for Results: Knowing what outcomes are important and maximizing resources to achieve results that align with the goals of the organization, while maintaining accountability to each other and external stakeholders.
3. Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.
4. Systems Thinking: The work we do within the Alberta Public Service (APS) is part of a larger integrated and interrelated environment. Work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems thinking allows us to keep broader impacts and connections in mind
5. Develop Networks: Proactively building networks, connecting, and building trust in relationships with different stakeholders. Keeping broader impacts and connections in mind.
6. Build Collaborative Environments: Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
7. Develop Self and Others: A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.

Notes

Hours of work are 36.25 weekly, Monday to Friday.

This competition is used to fill multiple positions in the North Zone (High Level, High Prairie, Peace River, Slave Lake, Grande Prairie, Whitecourt, Hinton and Edson):

• The positions are full-time.
• Final candidates will be required to undergo a security screening. A Criminal Record Check will only need to be provided upon request.  Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate.  Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.
• Candidates must be eligible to work in Canada. A current work visa is required.

Links and information on what the GoA have to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
  • Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
  • Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
  • Positive workplace culture and work-life balance.
  • Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
  • Leadership and mentorship programs.