Supervisor, Human Services Integration

Position Details

• 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
• 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.

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring 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 performances, 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.
• Promotes and ensures the delivery of excellent customer service across all service channels including phone, in person, and online delivery.
• Provides ongoing coaching to employees to ensure compliance with established service delivery and quality assurance standards.
• Supervises staff who support Ontario Works Benefits, ChildCare Fee Subsidy, Rent Geared to Income Subsidy and other income support programs within a contact centre environment.
• Recommends, develops and updates policies and procedures to enhance the delivery of integrated human services.
• Develops evidence-based services and programs that are efficient and effective, and responsive to customer needs.
• Acts as a subject matter expert on applicable legislation, procedures, and eligibility determination.
• Provides leadership, supervision, and training to human services integration staff, ensuring effective delivery of integrated services. Provides leadership and oversight of assigned service delivery areas including quality assurance and information management.
• Monitors and evaluates staff performance and coaches staff to achieve performance standards.
• Ensures that technology systems are being utilized appropriately.
• Monitors technology systems and provide recommendations for improvement.
• Monitors and evaluates delivery of services using technology and other means. Identifies issues and provides resolutions to ensure continuous improvement and client satisfaction.
• Monitors the inquiry/service request volumes and performance on all HSI service channels and adjusts service delivery mechanisms to ensure optimum use of resources.
• Monitors eligibility decisions to ensure accuracy and develops plans and procedures to address discrepancies.
• Responds to and documents inquiries escalated by HSI staff and complaints received from members of the public, City Councillors, and others.
• Reviews call and client records on a regular basis to ensure accuracy and effective delivery of services. Identifies, follows-up on and resolves any issues that may arise.
• Ensures compliance with provincial, legislative, and Council directed policies and procedures.
• Ensures compliance with WSIB, Human Rights and Health and Safety Legislation.
• Collaborates with and builds relationships with operating Divisions and other key partners.

Key Qualifications

• Considerable experience managing complex issues within a call centre environment working with diverse clients in a human or social services environment.
• 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.
• 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.
• Experience in project management and/or change management activities including communication and training plans.
• Ability to interpret statistical information, provincial and municipal legislation, as well as divisional/unit policies and procedures.
• Ability to use a variety of computer software packages including Microsoft Office Word, Excel, Power Point, Outlook and database software programs.
• 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.
• Ability to develop and support a workplace culture that champions equity, diversity, and inclusion.
• Ability to work flexible hours.
• 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.
• Knowledge of income support programs such as Ontario Works, ChildCare Fee Subsidy, Rent Geared to Income Subsidy, Welcome policy and Fair Pass transit equity.
• Must be able to work independently in a highly technical, dynamic, complex environment, working with a quality improvement focus.