Employment Services Assistant Manager (Abbotsford\u002FMission)

Full Time
Abbotsford, BC
Posted Today
Job description
Company Profile: MAXIMUS Canada Employment Services Inc. (MCESI) proudly focuses on innovative solutions to help people find jobs. MCES operates five catchments of WorkBC. This is a Provincial government program that provides services to support members of the public in finding a job and keeping it. We provide access to job search resources, employment planning, skills assessment, training, work experience placement and more. For more information about WorkBC, please visit https://www.workbc.ca/.
This is a wonderful team-based working environment, and an opportunity to work with a great team of people who are dedicated to helping and making a difference in people's lives. Job Description:

Role Summary

Consistently working with and supporting the WorkBC Employment Services Manager and team in the attainment of our MCES vision, mission and shared values, the WorkBC Employment Services Assistant Manager position requires a highly competent employment services practitioner, who will successfully focus on the direct management of the ‘day to day’ operational services provided within a WorkBC Centre; in order to successfully meet the required and identified program outcomes and objectives. This includes, but is not limited to: providing problem solving techniques to the team in order to meet required service levels, ensuring consistent, superior client service experiences, and supervising the reception, self-serve, case management and case managed services of the WorkBC Employment Services program. With a clear and comprehensive understanding of applicable policy, this role is responsible for the day to day service delivery needs of the team as required for the ongoing and efficient running, and ongoing stakeholder satisfaction, in support of the required outcomes of the program.

Key Responsibilities

Coaching and Support

Responsible for providing coaching and support to the WorkBC Centre team as it relates to the practical and effective day to day operations of the WorkBC Employment Services program through:

  • Consistently working alongside the WorkBC Centre team members within various roles in order to observe work processes, and to meet required operational needs during busy times or team member absences.
  • Interpreting policy and contract requirements into practical terms for service delivery team
  • Reviewing and clearly providing appropriate decisions on WorkBC Employment Services financial agreements.
  • Supporting and implementing tangible and measurable action plans resulting from the applicable elements of the MCES Quality Management Plan, in order to effectively deliver expected results in quality management.
  • Leading, attending and actively participating in all weekly, monthly and quarterly meetings as required, as they relate to team members, Approved Subcontractors, Ministry staff and community partners, in order to ensure relevant information is shared, collected and circulated as required.
  • Developing and maintaining effective working relationships with all internal and external stakeholders of MCES, clearly disseminating information, regarding both policy and process, in a consistent, timely and supportive manner.

Service Delivery

Responsible for the practical application of Case-Managed, Self-Serve and service initiative logistics that ensure the WorkBC Employment Services team provides the required and appropriate services to all clients through the 3 identified service delivery channels, through:

  • Developing a consistent environment of strong cross-functional work units in order to achieve effective service coordination throughout the team(s).
  • Collaboration with Operational administration on internal procedural documentation job aids.
  • The effective and appropriate scheduling of workshops, ensuring those offered are based on labour market and economic development needs; and that workshop content is employment focused and relevant to the needs therein.
  • Coordinating adequate meeting space for workshops and group sessions; as well as appropriate private office space for meetings with all stakeholders as required.
  • Ensuring that Self-Serve and Case-Managed services consistently engage all clients and thus increase their participation in the labour market.
  • Providing ongoing coaching, training and support as it relates to all aspects of service delivery in order to consistently meet identified and required WorkBC Employment Services objectives and outcomes.
  • Facilitation of service delivery meetings and planning sessions.
  • Supporting the WorkBC Employment Services Manager in being ‘the voice of the customer’ by bringing insights and opportunities relating to meaningful and effective service delivery to MCES and the WorkBC Employment Services Manager.
  • Critically monitoring WorkBC Centre Employment Services service levels and reporting concerns to WorkBC Employment Services Manager and Operations Manager as required
  • Monitoring of caseloads and the case management activities of the Service Delivery Team; including regular case file audits, client survey and feedback reviews, and various outcome reports.
  • Providing direction to appropriate WorkBC Employment Services team members in relation to how to best provide support to specific cohorts or groups of Clients (for example, group-based programs or initiatives) in order to address applicable barriers and improve outcomes for these groups or cohorts.
  • The demonstrated practical understanding of identified Client Inclusion Groups’ unique characteristics and the support and direction of the plan to serve these Client Inclusion Groups in the applicable Catchment through appropriate targeted service initiatives.
  • A practical understanding of the technologies that can be used to support effective service delivery and required outcomes utilizing all service delivery channels; in order to establish and maintain consistent Client access.

Policy/Process Administration

In collaboration with the Operational administration team, responsible for the reconciliation of practical client facing service delivery with applicable WorkBC policy and data compliancy, through:

  • Providing administrative support as required to the WorkBC Employment Services team.
  • Managing the administration and provision of Financial Supports to or for eligible Clients in accordance with WorkBC Policy; ensuring the maximum guidelines as set by the Province are consistently adhered to.
  • Administering financial support approvals (TBD) (i.e., approve training/assistive services) over the specified amounts, Training, Work Experience services, Self-employment programs, etc.
  • Reviewing and analyzing monthly and applicable statistical reports, inventory reports and office expenses reports to ensure accuracy and appropriate follow-up action(s).
  • Working closely with the Operations team, consistently and thoroughly use data quality reports and KPM reports to inform the execution of plans that will meet or exceed MCES and WorkBC Employment Services outcome standards.
  • Reporting opportunities to the WorkBC Employment Services Manager while accurately and consistently reviewing MCES and WorkBC procedures, program statistics and applicable reports.

Human Resources Management

Effectively support the WorkBC Employment Services Manager in meeting the human resource needs of the team in order to maximize performance, resulting in the ability of MCES to consistently meet the objectives of the WorkBC Employment Program, by:

  • Supporting established company human resource strategies to ensure recruitment and retention of qualified MCES Team Members, reflecting the diversity of the applicable Client Inclusion Groups within the Catchment population.
  • Supporting the training and development strategies developed by the WorkBC Employment Services Manager in order to ensure MCES Team members and Contractor Personnel stay current in their knowledge and expertise in serving Clients, using Province systems and applying WorkBC Policy.
  • Supporting professionalization of the employment services sector through the support of continuing education and certification of WorkBC Centre team.
  • In the absence of the WorkBC Employment Services Manager, consistently and effectively addressing team member issues and concerns in a timely manner in support of the MCES culture and productive working relationships within the WorkBC Centre; notifying and including the WorkBC Employment Services Manager accordingly.
  • Direction of the WorkBC Employment Services Manager actively participate as required in designated and specific areas of the practical application of the New Team Member Orientation Plan.

Education and Experience

  • Post-secondary degree, diploma or certificate in a relevant field (i.e., career or employment development, vocational rehabilitation, social work, psychology, sociology, human services, counselling, education or human resources management).
  • Five (5) or more years of related experience in the employment services, counselling or other support services industry.
  • Three (3) or more years of proven and progressive leadership experience; preferably in the employment services or related industry.
  • Working towards or holding an associated relevant professional industry certification (i.e., CCDP, RRP, etc.) is preferred.

Knowledge, Skills and Abilities

  • Excellent and proven leadership competencies, with the ability to effectively deal with diverse groups of people at all levels both within and external to the organization.
  • Demonstrated experience and understanding of the provision of services and support to individuals with complex barriers, including barrier identification and resolution.
  • Extensive knowledge of job search and networking strategies
  • Experience in, and the ability to, successfully coach and mentor Clients to gain effective job search tools and strategies.
  • Proven understanding of the impact of labour market characteristics and trends on service delivery and client outcomes; specifically, in relation to the Catchment and Regional area
  • Excellent interpersonal and communication skills (oral and written).
  • Ability to work effectively in a busy environment with ongoing public contact and interaction.
  • Demonstrated understanding of Client Inclusion Groups’ and their unique characteristics, including the proven ability to successfully work with and support individuals from a broad range of cultural backgrounds based on a sensitivity to and understanding of the unique challenges they may face.
  • A high level of comfort and confidence with technology in various forms, allowing for the effective and consistent support of the WorkBC Employment Services team. Specifically, this includes sound technical knowledge and skills relating to MS Office applications; including Excel and Word, with a high level of competency using web based case management systems.
  • Alignment with and ability to display MCES organizational core values.
  • Multilingual (English plus French or another language) ability to communicate effectively with Clients, both verbally and in writing is preferredMultilingual (English plus French or another language) ability to communicate effectively with Clients, both verbally and in writing is preferred
Additional Information: When applying for this posting, please upload your Cover Letter and Resume as a combined PDF.
What we offer:
  • Competitive Salary
  • Comprehensive Benefits Package, including RRSP match, extended health, prescription drug coverage, dental, paramedical, generous vision care, and more!
  • 4 weeks’ vacation to start
  • 6 Personal days in addition to 6 Sick per year
  • Volunteer days
  • Just Because days
  • Ability to make a difference and lasting impact

We respectfully acknowledge the Coast Salish, Lək̓ʷəŋən, W̱SÁNEĆ, Stó:lō, and Syilx peoples on whose unceded lands we are grateful to live, work and play

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