Service Delivery Manager

Role Responsibilities

Reporting to the Director, the Service Delivery Manager is responsible to ensure superior quality services are delivered to Albertans seeking Income Support and Career and Employment Services.

The Income Support Program provides financial and health-related assistance to eligible Albertans. Action Plans are developed and monitored with recipients to ensure active engagement in the steps needed to improve their connection to the labour market and maintain program eligibility. For those Not Expected to Work, action plans focus on health and wellness supports and community connections with a goal of maximizing potential. Career and Employment Consultants determine initial eligibility for Income Support benefits and CEIS services, complete Employment Readiness Assessments, and subsequent Action Plans, refer to community or contracted agencies, provide Case Management support, work with community partners and engage with other roles in the ALSS team to ensure client needs/outcomes are met and program integrity is maintained.

The focus of this position is to provide leadership and support that ensures quality delivery of programs and services to applicants and recipients of Income Support. It requires a strategic and consultative view of working within the program, engaging with staff, stakeholders, other GOA programs, Albertan’s and the community. Ensuring Ministry Priorities, Business Goals/Objectives are attained, monitoring process, and evaluating outcomes.

The Income Support Service Delivery Manager is a key position linking the Alberta Public Service Vision and Values to the front-line staff members delivering government services. As a member of the Area, Zone and Provincial Manager Team, the Service Delivery Manager plays a key role in developing and coordinating consistent practices and policy application.

Ability to have political awareness and sensitivity to individual circumstances requires someone who is highly skilled in problem solving and collaboration that enables a response/resolution that creates a positive outcome for all stakeholders.

As the Service Delivery Manager your key objectives will include:

• Management of the Delivery of the Income Support Services. 
• Lead Operational Planning and implementation activities. 
• Lead initiatives supporting ministry/cultural shift imperatives. 
• Lead Human Resources Management activities. 
• Manage Work Site Occupational Health and Safety 
• Represent the work site, area, zone, province and/or ministry on committees and projects 

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

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

• Agility - Demonstrated ability to manage and adapt to change. Ability to manage human, financial, and physical resources within an operating environment.
• Drive for Results - Leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others.
• Develop Self and Others - Proven ability to foster partnerships and to achieve organizational goals within an organization.
• Build Collaborative Environments - Strong track record in establishing and maintaining effective working relationships with internal and external stakeholders.
• Develop Networks - Ability to foster a climate of cooperation amongst, and build solid relationships with public agencies, government, committees and other partners.
• Systems Thinking - Effective leadership abilities combined with a strong commitment to operating within a team environment and the ability to motivate and inspire other to achieve common goals.
• Creative Problem Solving - Excellent analytical and decision-making skills

Qualifications

Qualifications
University graduation in a field related to the position assignment, supplemented by four years related experience. 

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 current management and leadership theory.
• Knowledge of Human Service programs and services. Knowledge of current and evolving external community resources, agencies, contracted services, etc.
• Knowledge of all appropriate Acts/Regulations/Policies to ensure adherence to legislative requirements and to provide consultation when required.
• Knowledge of relevant legislation governing the Public Service and Government Programs.
• Knowledge of Service Delivery computerized information systems.
• Highly developed communication and mediation skills - to deal with complex, and oftentimes immediate customer needs, including Human Service ministry stakeholders, community stakeholders, clients, and staff members. Essential communication skills coupled with interpersonal and negotiation skills to foster stakeholder understanding and negotiate resolution.
• Skills in balancing the needs of the organization with the demands and perspectives of stakeholders from a wide variety of backgrounds and agendas.
• Ability to respond to inner city clients who become hostile, aggressive or depressed due to their circumstances, and to de-escalate tense situations.
• Ability to exercise a high degree of independent decision-making in applying professional standards to personal judgment and objectivity in dealing with staff issues, varied stakeholders, situations, and complex circumstances.
• Ability to contribute to a high involvement team environment with the Director, area colleagues, and work units.
• Ability to contribute and partake to the development and implementation of integrated service delivery.
• Ability to reflect, suspend judgment, and seek further information before reacting or responding to perceived urgencies as the impact of assumptions and decisions are dramatic, either positive or negative, on the work environment.
• Knowledge of Employee Relations including Collective Agreement interpretation, HR policies and directives, and disciplinary procedures.
• Awareness and understanding of community resources, trends, strengths, economic opportunities, and key stakeholders. 

Notes

• Hours of work are 36.25 weekly, Monday to Friday.
• This competition will be used to fill a position in Edmonton.The position is 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. 
   

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.