Position profile: Supervisor, Alberta Supports Contact Centre/Alberta Supports Centres

Learn more about the position in the job posting.

  • Job Title: Supervisor, Alberta Supports Contact Centre/Alberta Supports Centres
  • Work Unit: Employment Delivery Services, CSD, Alberta Supports
  • Ministry: Alberta Community and Social Services
  • Competition Number: 1053337

Background

Alberta Supports is a cross-ministry initiative to develop and implement a common service delivery process for social­based assistance programs across the Alberta Government. In addition to making it easier for Albertans to access services and transition between programs as they age or as their circumstances change, the initiative is focused on ensuring that consistent information and services are delivered to clients through multiple channels (including telephone, email, web, or in-person). The partnering ministries in the Alberta Supports initiative include Alberta Seniors and Human Services, with support from Service Alberta. The initiative includes 34 social-based programs and over 120 services across the partnering ministries.

Purpose

Reporting to the Manager and Director of Alberta Supports, this position provides leadership, support, direction and consultation to Services Coordinators who deliver critical frontline information, referral and interpretative services to Albertans on a day-to-day basis via multiple service delivery channels.

The Supervisor is responsible for providing leadership, recruitment, training and overall operational performance. Responsibilities include training, coaching, evaluating and monitoring information disseminated by Services Coordinators to the public on social based legislation, policies and procedures pertaining to its many partnering programs.

The Supervisor leads, participates and influences outcomes of strategic directions in the provision of services, with various project teams established to implement initiatives identified in the Common Service Transformation Office (CSTO) Operational Plan. This includes researching, developing, implementing and improving Alberta Support processes, procedures and policies. As part of the area leadership team, this position assists in developing and implementing plans to improve individual performance; and conducts environmental scanning through client interactions and community reports, to ensure that quality customer service goals are maintained, service delivery impacts and gaps are identified and changes implemented.

The Supervisor ensures that program services are administered in accordance with accepted practices and guidelines as defined by departmental policy, procedure and legislation. This position interacts with clients to resolve complex issues in a variety of situations. An integral component of this role is to liaise with other departments within other ministries and provide expert technical advice and input into legislation, policy and service delivery. The Supervisor represents Alberta Supports in the community, liaising with various community groups, partners and representing the department in many capacities.

Responsibilities and Activities

Leadership

As a member of the area Leadership Team, contributes directly to the development and implementation of regional operational plans, goals and strategies, and to the building of effective and highly motivated unit teams.

Activities:

  • Oversees the delivery of services according to the strategic direction of the department and the regional/area operational plans.
  • Provides input to the planning process related to both current and projected needs with within the area/region, including relevant information from environmental scans and ongoing liaison with community stakeholders and clients.
  • Provides input in relation to specific issues related to proposed changes to departmental policy and procedures or delivery processes, through identifying needs or providing feedback on proposed changes.
  • Translates goals and business plans into more detailed specific unit goals, objectives and plans. Clarifies department and unit goals and assists staff in determining how their work contributes to achieving these goals
  • Implements effective change strategies and leads change at the unit level. Supports staff in dealing with change through modeling, coaching, mentoring and staff training.
  • Facilitates a positive work environment. Encourages staff to contribute to continuous improvement in the delivery of information and services, works to build a fair, safe and healthy environment for staff, facilitates clear and open communication within the office, recognizes staff accomplishments, and fosters team learning, development and capacity building.
  • Monitors and reports on progress towards operational goals throughout the year. Highlights areas of concern, risk, or opportunity related to program delivery, to the management team, and provides supported recommendations for action.

Program Administration

Oversees the delivery of information ensuring consistent delivery of service, adherence to departmental business plans, unit operational plans as well as service excellence guidelines and principles. Consults and coordinates with internal and external stakeholders to ensure effective and responsible delivery of client services. Utilizes human resource management skills in order to achieve departmental goals.

Activities:

  • Ensures accurate information is disseminated to Albertans inquiring about social based programs through the Services Coordinator. Monitors unit work to ensure department programs are administered to meet the requirements of legislation, policy and procedures. Through consultation with the management team, other supervisors, and specialists, ensures that the interpretation and application of legislation, policy and procedures.
  • Ensures the accurate and timely delivery of program services information to staff, stakeholders and public.
  • Responsible for continuous improvement and ongoing liaison with program partners provincially and locally
  • Advocates on behalf of clients to various community agencies and stakeholders.
  • Conducts consultations with Services Coordinators regarding complex or contentious cases. The Supervisor has a significant role in dealing with clients when situations escalate significantly. Mediates and resolves issues between clients and workers and amongst team members.
  • Serves as Expenditure Officer for funeral benefits: responsible for eligibility, benefit level and service delivery
  • Coordinates the appeal process, reviews with the client/Services Coordinator to prepare information for informal appeals for various program partners.
  • Responds to Action Requests by compiling case/policy information and/or contacting the client for resolution.
  • Approves and co-ordinates funeral benefit services for indigent Albertans.
  • Develops, coordinates and implements day-today operations and processes of the unit. - Assigns/provides back up and cover off for unit staff, other Supervisors and management as required to meet service delivery needs.
  • Ensures that procedures developed and implemented adhere to operational procedures followed by the Department
  • Produces and deciphers statistical reports on unit activity which are disseminated to key stakeholders across ministries at various levels.
  • Clarifies and interprets policies and regulations pertaining to program and service areas in a timely manner.
  • Keeps up to date on trends, program issues and changes in legislation/precedent/procedures.
  • Identifies service delivery gaps and participates on committees to resolve the identified policy issues.
  • Reviews unit workload and other statistics to ensure the work is appropriately processes/assigned.
  • Identifies and contributes to the establishment of new delivery models.
  • Informs stakeholders of high profile / sensitive issues identified by Alberta Supports.
  • Co-ordinates and facilitates communication with intergovernmental departments to establish partnerships in order to serve and champion the needs of Albertans.
  • Works as part of a project team to enhance and/or onboard new services to Alberta Supports
  • Ensures that the Alberta Supports programs and services are delivered in a cost-effective manner.
  • Participates in the CSD planning processes including the development of detailed work plans, performance measures and the tracking and reporting of results.
  • Develops unit objectives in consultation with the Manager of Alberta Supports.
  • Participation in a collaborative relationship with CSTO in regards to new and ongoing CSTO projects which directly or indirectly impact Alberta Supports.
  • Responsible for liaising with new and existing program partners to expand services provided on behalf of their program areas.
  • Ongoing communication with program partners in order to provide the most accurate and up-to-date program information possible.
  • Advanced knowledge of the policies, procedures, programs, services and legislation related to stakeholders: Human Services, Seniors, Child Care Subsidy, Kin Child Care, Adult Health Benefits, Income Support, Funeral Benefits
  • Ensures that the personal information of clients and stakeholders from Income Support, LISA, AISH, Alberta Seniors Benefits, Child Care Subsidy, Adult Health Benefits, Kin Child Care is handled in a manner consistent with Human Services privacy and security requirements.

Community Liaison and Partnership Development

Co-ordinates and facilitates communication with community stakeholders and program partners with the objective of addressing the needs/issues of the client and providing better outcomes for clients.

Activities:

  • Actively participates in initiatives designed to improve the quality of life for Albertans.
  • Networks with community members, program partners, stakeholders and agencies to develop communication networks that will enhance service delivery.
  • Establishes best practices for client service with other areas of the department, government departments, MLA offices and other stakeholders in the community.

Supervision

Coordinates and supervises staff in a manner that is consistent with best practices in accordance with department policies, to ensure development and retention of a skilled client-focused services work unit. Ensures a productive and positive values-based work culture by building a climate that encourages teamwork, learning and excellence.

Activities:

  • Ensures staff is assigned to the appropriate level of responsibility and workload.
  • Develops and coordinates an effective team of Services Coordinators and support staff providing client-centered services to internal and external stakeholders.
  • Monitors and provides feedback to Alberta Supports staff on performance on an ongoing basis as well as through the departmental performance review process. Uses the monitoring tools on a daily basis to ensure department objectives are being met.
  • Models, fosters and supports the professional development of staff
  • Assesses training needs and creates individual training plans to facilitate the development of staff competencies
  • Researches, designs and implements training initiatives as needed including the preparation of supporting documents required for these initiatives.
  • Consults with staff to establish goals for the unit and the business plan.
  • Participates in the recruitment process for Alberta Supports.
  • Consults with Manager/Director on performance issues that impact the worksite
  • Identifies and takes timely corrective action on performance problems in consultation with the Manager/Director of Alberta Supports.
  • Establishes operating guidelines for Alberta Supports and consults with the Manager/Director to ensure the continuity of workflow in support of the overall unit direction
  • Responsible for team building within the working unit
  • Fosters a safe and healthy environment for staff
  • Facilitates clear and open communications within the office
  • Recognizes staff accomplishments through the appropriate recognition channels
  • Leads change and encourages staff to contribute to continuous improvement
  • Ensures staff understands and supports the government's vision and values
  • Designs and facilitates the Alberta Supports training program and orientation for new employees
  • Provides cross-location support for Contact Centre and In-person sites with training, technical support and mentoring
  • Ongoing assessment of Services Coordinator training needs and facilitation of in house training with program area partners as needed
  • Identifies and resolves technical concerns and issues and provide expert advice and feedback to the technical team about the systems in use and how they function
  • Models, fosters and supports personal and professional development of staff. Assesses staff training needs and supports development of individual training plans to facilitate competency development. Encourages staff participation in career path processes that benefit individual and organizational development.

Scope

The Supervisor plans and oversees the ongoing operations and continual enhancement of service delivery for Alberta Supports. This includes the provision of front line information, as well as trouble shooting, problem solving, approving benefits and offering referral services to Albertans. The Alberta Supports Supervisor serves a variety of Albertans from diverse socio-economic backgrounds and multi-cultural and ethnic communities. A major focus of this position is on translating department and region business plan goals into area specific work processes, directed at meeting the information and the service needs of Albertans. The Supervisor is responsible for building relationships with internal government stakeholders as well as external stakeholders, which includes gathering and providing information about regarding the needs and trends of Albertans. As a member of the leadership team, this position provides information, advice; analysis and input to support planning that will meet local and provincial community needs.

Working in partnership with various ministries, the Supervisor must be able to analyze current business trends in order to assess which programs and services can be enhanced in order to improve the delivery of service to Albertans. The Supervisor must be able to handle new and dynamic situations as they arise by implementing creative solutions congruent with the vision and goals of partner program areas.

An expert level of program knowledge and an expert understanding of the complaint resolution processes are required to adequately address emerging issues that may impact the development of the CSTO initiative. The Supervisor will contribute to the business plan goal of increasing awareness and compliance with programs and services offered through the centre. The success of-Alberta Supports will augment the government's vision of providing access through multiple channels for Albertans with a focus on improving service accessibility, reducing gaps and overlaps between programs, streamlining transitions between programs and enhancing client outcomes. The Supervisor impacts strategic policy and program alignment regarding program sustainability as a greater factor in determining services for vulnerable Albertans.

The Supervisor provides leadership to professional and administrative staff serving a diverse client group. This position employs a high degree of resourcefulness and creativity in supporting staff to meet the varied and multiple needs of the clients. Not all interactions with the clients are voluntary, as some Albertans may be poorly motivated or in a crisis situation. Many clients present with multiple barriers to employment, cognitive impairment, including mental health issues, addictions, physical disabilities and abuse situations. The Supervisor leads, motivates and supports staff in dealing with client interactions that may be stressful. The Supervisor establishes and maintains a working environment and supervisory relationships that support employee satisfaction, productivity and wellness.

The Supervisor exercises considerable latitude across divisional boundaries of Alberta Supports program areas in order to resolve diverse operational issues that impact client services.

Stakeholders:

  • Social based program partners
  • Contracted Service Providers-various professionals
  • Contracted Project Management teams
  • Other Provincial government departments, agencies
  • Departments within other levels of government and other ministries
  • Community agencies
  • Alberta Public

Knowledge, Skills and Abilities

Advanced knowledge of contact center technology and operations.

  • Advanced knowledge of employee relations, including Master Agreement interpretations, HR policies and directives and disciplinary procedures.
  • Understanding and application of theoretical knowledge pertaining to leadership, supervision, team building, goal setting and performance management.
  • Understanding and application of theoretical knowledge in human development and behavior and social functioning.
  • Working knowledge of department resources, programs and services, as well as community resources, programs and services.
  • Knowledge of the regional needs of Albertans for positive outcomes.
  • Knowledge and understanding of multi-cultural issues
  • Advanced knowledge of the Avaya Contact Centre technology, including CMS Supervisor and Quality Monitoring
  • Creation of custom made reports derived from data summarized in Avaya / CMS Supervisor as needed for CSTO Project Managers
  • Comprehensive knowledge of business principles, industry customs and practices.
  • Knowledge of all relevant legislation, regulations and guidelines.
  • Excellent conflict resolution, mediation, crisis management and negotiation skills
  • Ability to problem solve, exploring possible options and choosing most appropriate option
  • Ability to manage change and assess risks.
  • Ability to support and respect diversity in the workplace.
  • Ability to work in a dynamic fast paced, high client volume environment, with frequent interruptions, and crisis situations that are often stressful Advanced working level of computer skills including MS Word, Outlook, Excel, and web-based applications.
  • Advanced written and oral communication skills, public relations and networking skills
  • Well-developed organizational skills, time management and leadership skills including team building, motivation and influencing.
  • Sensitivity to diversity in the workplace.
  • Well-developed analytical, decision making and problem solving skills.
  • Ability to conduct and facilitate meetings.
  • Supervision of email components related to Email Solution; compilation of commonly asked questions to provide to program partners, reviewing and providing feedback on templates sent by Alberta Supports' 36 program partners, updating and changing email templates as program information changes, identifying areas of opportunity to increase efficiency in email response, scheduling workforce to handle new process, facilitating training sessions on email solution.
  • Proficiency in all program databases: Mobius, CCD, LISA, CCS, KCC, AHB, TOI, ASB
  • Use of Avaya One-X to provide statistical information on call primary, secondary and tertiary call types handled by Alberta Supports, which involves the creation of reports to communicate information to the Alberta Supports Manager, CSTO Project Managers and program partners as needed.

Contacts

The incumbent in the Supervisor role would have contact with a wide range of internal and external personnel including:

  • Community and Social Services Staff - Daily - To provide supervision of daily tasks
  • Alberta Supports Manager - Daily - Problem solve with, seek direction, clarify expectations, and strategize responses, updates
  • Program Partners - Daily - Seek information, discuss possible solutions to challenges
  • CSTO - Monthly and as required - To provide specialized information
  • Director (across ministries) - Monthly and as required - To discuss business operation plans for the unit
  • Assistant Deputy Minister - As required
  • Other Municipal, Provincial and Federal Government Representatives - As Needed -To obtain specialized information and arrange for attendance at meetings
  • Community Stakeholders - Daily
  • General Public - Daily
  • Area and site Managers
  • Program Specialists
  • HR Managers and Consultants
  • Supervisors and Managers from other Government Departments
  • Program and Administrative Support Staff from various departments

Supervision Exercised

  • Service Coordinators (PS1)
  • Admin Support (AS3)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit the Diversity and Inclusion Policy.