Supervisor, Income Support Operations

Position Details

• Job Type: Full-Time
• Department: Income Support Operations
• Division: Corporate Services
• Hours of Work: 35
• Work Schedule: Mon-Fri, 8:30 AM-4:30 PM, hybrid: 3 days in-office / 2 days remote
• Grade: Management/Management Support Grade 06

About Us

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Note: Job Description currently under maintenance review (last updated: 2019)

Supervises social assistance Ontario Works (OW) cheque/payment administration, production, and planning. Supervises/provides budget, accounting, and financial analysis services for income support programs. Coordinates community tax clinics.

Duties/Responsibilities

• Supervises Administrative Services Assistants and Coordinators. Recruits and supervises volunteers to staff community tax clinics (January-April).
• Prepares base operating budget for income support programs (OW, discretionary and mandatory benefits, transitional child benefit, benefits for non-recipients) for client department review/approval. Prepares initial budgets; reviews and makes changes per client department/corporate/Federal and Provincial government decisions. Provides input into budget issue papers, including projecting financial impacts.
• Analyses, interprets, and communicates financial information, including developing forecasts, summaries, cost benefit analysis, fees and charges, and continuity schedules. Participates in planning, coordinating, and organizing the preparation and approval of same.
• Provides guidance and assistance to clients, service providers, and financial institutions regarding client accounts; and resolves issues with same.
• Supervises the day to day operation of the Section to ensure service meets provincial requirements, and that contractual expectations with external vendors and agencies are maintained.
• Acts as a resource to OW staff regarding business processes and improvement initiatives; researches and provides resources. Meets with management staff to discuss issues and develop strategies. Investigates, analyzes, and evaluates administrative processes to determine feasibility. Discusses internal control, cheque issuance, reporting, and financial procedures with Finance staff to ensure financial integrity of business processes.
• Develops Requests for Proposals for cheque and business machines (e.g., cheque stock, printers, signers, mail machines, letter stuffers), and related maintenance/repair service contracts with Procurement staff. Evaluates bids, interviews bidders, and recommends bidders/vendors for contract. Administers contracts. Ensures mailroom and cheque production equipment are properly maintained.
• Administers OW payment process, including cheque production/control/security and the subsidy claims process. Supervises the provision of cheques at a pick-up window. Liaises with financial institutions, Police, and the Crown Attorney regarding cheque fraud.

Additional Duties/Responsibilities

• Supervises and monitors OW monthly bank reconciliation and subsidy claims. Prepares quarterly financial reports regarding subsidy claims, and reviews with Manager.
• Supervises the processing of employment related expense benefits and discretionary benefits for OW and Ontario Disability Support Program (ODSP) clients; liaises with the Ministry, as required.
• Supervises the maintenance of Section databases and database integrity. In conjunction with Manager, provides business process expertise. Develops reports and provides financial data for users.
• Supervises the coordination of community tax clinics. Arranges volunteer training with Revenue Canada. Compiles and reports statistics to senior management.
• Supervises the purchase, distribution, and monitoring of transit tickets and grocery vouchers distributed by staff at community organizations. Reviews inventory and allocations of same.
• Supervises corrections to client data in the social assistance database pertaining to payments.
• Provides input into OW related policies and procedures. Develops policies and procedures for the Section.
• Supervises the distribution and maintenance of program records (e.g., OW reports, client letters/communications). Supervises the referral and communication process of client information to external agencies.
• Supervises external mail services related to payment notifications and cheques for OW clients and vendors, and mailing correspondence to OW clients as generated by the social assistance database system. Manages ‘business reply’ and ‘indicia’ accounts with Canada Post.
• Assists Manager in budget preparation and monitoring, by compiling and reviewing financial information. Monitors monthly bank reconciliation and subsidy claims (approximately $83M annually). Has signing authority for office supplies, maintenance, promotional and printing requirements. Prepares purchase requisitions for Manager approval. Reviews and approves payments for purchased services and community participation.