Job ID #32286: Supervisor, Human Services

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32286: Supervisor, Human Services
• Union: Non-Union
• Job Description ID #: A10362
• Close date: Interested applicants please submit your application online at by 4:00 p.m. on October 28, 2026.
• Vacancy type: This posting is for an existing vacancy 
• Internal applicants should apply with your work e-mail address . External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to an OW Manager, the Supervisor, Human Services provides day to day oversight to a multi-functional workforce engaged in delivering and transforming Social Assistance Service Delivery. Working collaboratively with other supervisors, ensures that the program is effectively administered and delivered within the standards, allocations and mandates of all pertinent legislation, policies and procedures. The Supervisor, Human Services ensures customer needs and legislative requirements are met while managing the daily activities and operations of an Ontario Works Team. The Supervisor, Human Services will be directly responsible for leading change and supporting the team in a changing work environment.

Participates in HSC emergency preparedness planning, development and training and responds to all municipal emergencies as requested.

GENERAL DUTIES

As a member of the leadership team in Ontario Works, leads and supports the transformation of service delivery to integrated human services. Responsible for cost effective administration and timely delivery of service and program; adheres to the standards, allocations and mandates of all pertinent Federal, Provincial and Municipal legislation, policies and procedures.

Analyzes changes occurring in the internal/external environment to determine what program, operational or policy action must be taken to ensure continued compliance with standards. Ensures the provision of quality service delivery of the program by assisting the Manager in the development of an annual operational work plan ensuring alignment with divisional, departmental and City’s plans. Interprets and ensures compliance with municipal, departmental policies and procedures such as Attendance Management and various specific by-laws. Provides input to the Manager on strategic and operational planning regarding the Ontario Works program.

Provides direction, leadership and coordination of teamwork. Directly supervises a team of unionized employees with responsibility to oversee the day to day operations of the business unit including scheduling, establishing priorities and delegation of duties to staff, ensuring maximum utilization of human resources. Fosters a work environment which supports customer service, human service integration, innovation and quality of service. Engages employees in discussions on process and business improvement.

Provides leadership, consultation, advice and direction to employees on program eligibility, file management skills, caseload and time management; office policies, procedures and community resources issues. Provides case plan consultation when staff present unusual problems or difficult cases involving discretion or requiring supervisory approval under the Ontario Works Act, regulations or City policy and procedures.

Assists direct reports to find solutions including the use of resources available to them. Clarifies eligibility issues with residents regarding legislation or eligibility decisions by telephone, correspondence or in person to confirm fair, ethical and accountable administration.

Clarifies requests, concerns and issues regarding MFIPPA by telephone, correspondence or in-person visits. May provide support to members of the leadership team on matters or investigations of allegations of MFIPPA breaches by employees.

Monitors and evaluates employee performance, career development and succession planning activities. Motivates and encourages employees to achieve high levels of performance and productivity through open and transparent setting of goals and expectations which are aligned to the Ontario Works program, City’s strategic plan, departmental goals and objectives. Provides consistent feedback, coaching, recognition and developmental support. Offers opportunities to facilitate employee growth and development. Responsible for the hiring, orientation, training coordination, scheduling, attendance management, disciplining and performance evaluations of employees. Coaches and mentors staff through support and guidance for staff development as required.

Approves vacation, flexible work arrangements and overtime requests in keeping with the operational needs of the Ontario Works Division.

Maintains detailed knowledge of the Ontario Works, Ontario Disability Support Program legislation and current changes. Conducts case file reviews to ensure program integrity and that benefits and decisions are in compliance with City of Hamilton policy, business processes and relevant legislation. Reviews and monitors OW Queue lines for performance measurement and customer service. Monitors statistical information and performance measures. Identifies issues/trends and investigates concerns with service delivery to ensure efficient and effective program delivery. Ensures quality and sensational customer service by reviewing, investigating and monitoring complaints in a timely manner. Reviews, investigates and monitors councillor inquiries and complaints in a timely manner.

In collaboration with the OW Manager, develops, writes, monitors and maintains the policies and business processes.

Reviews and approves bank deposits, file payments for accounts payable, the purchase of materials and supplies within budget guidelines and within the approved authorized limits.

Responsible for updating, monitoring and maintenance of associated program databases, performance metrics and dashboards.

Represents respective areas in labour relations issues including participation in labour management meetings, providing input for Collective Agreements and grievance settlements.

Establishes and maintains an effective network of communication between senior management and employees, various public and private sector agencies, user groups, constituents, city departments and other levels of government. Works collaboratively, inclusively and respectfully with community partners and with other government agencies.

Informs and supports the coordination preparation and monitoring of annual budget for area of responsibility.

Provides feedback into the procurement process including research of data for specifications including product and quantities, participates in any bid evaluations and monitors on-going contract compliance.

In collaboration with the OW Manager, researches and drafts council reports, providing statistical and financial information, and makes recommendations for program enhancements. Delivers verbal and written communications to their team and other stakeholders on a range of complex issues. Facilitates regular business unit meetings.

Assumes the responsibilities of the OW Manager in their absence. Represents division/department on various corporate work groups and committees on an as needed basis.

Ensures that employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties. Ensures Occupational Health & Safety policies, programs and practices are implemented, maintained and integrated into all aspects of planning and decision-making within the business unit. Recommends appropriate action for employees who do not work in compliance with legislation, policies and procedures.

Performs other duties as assigned which are directly related to the responsibilities of this position.

QUALIFICATIONS

1. Demonstrated experience and education related to the duties described, normally acquired through the completion of a University degree or College diploma in Human Services, Health, Social Sciences or a related field, or a combination of equivalent education and directly related experience.
   
2. Progressive supervisory experience in Social Services field, preferably in a unionized environment.
3. Possesses a demonstrated record of strong leadership, coaching and mentoring, client service focus, team advocacy with the ability to effectively supervise a multi-disciplinary workforce and to motivate and develop a team of staff.
4. Demonstrated leader who promotes innovation and creativity, establishes a supportive environment where varying ideas are valued and considered.
5. Demonstrated ability to negotiate, problem solve and prioritize.
6. Thorough knowledge and understanding of statutes, regulations, codes and by-laws affecting the Ontario Works Act and related legislation.
7. Highly developed interpersonal skills and political acuity with the ability to interact and communicate effectively at all organizational levels.
8. Well-developed change management and organizational skills, with developed innovative and solution oriented problem solving skills.
9. Demonstrated ability to work effectively with colleagues, direct service staff in identifying and meeting the needs of the division.
10. Excellent verbal and written communication skills, presentation and facilitation skills, possessing highly developed negotiation and conflict resolution skills.
11. Demonstrated skills in analysis, monitoring and evaluation and an understanding of quality assurance practices. Promotes the utilization of evidence based service delivery models.
12. Computer proficiency in the current Microsoft Office Suite of products including Outlook, Word, Excel and Power Point.
13. Proficiency in French would be an asset.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.