Coordinator, Family Transitional Housing & Off-Site Services

JOB SUMMARY

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from women, Indigenous Peoples, and persons of all racial and ethnic backgrounds, religions, abilities, sexual orientations, gender identities, and gender expressions. 

Responsible for coordinating the operational direction of a team of Family Transitional Housing & Off-Site Services staff; implementing and ensuring the effective and efficient delivery of Family Transitional Housing & Off-Site Services programs and services to the community, in accordance with appropriate city, provincial and federal legislation, regulations, practices, policies and procedures; enhancing the citizen experience. Ensuring the operation is well promoted and responds to community needs through the provision of optimum customer service delivery, employing a centralized one-stop approach.

The Coordinator oversees the design, development and implementation of a wide range of Family Transitional Housing & Off-Site Services programs and services and supports the daily operations, in accordance with relevant legislation, regulations, policies and procedures. The Coordinator provides strong leadership with advanced knowledge of all aspects related to customer services, operational procedures, reporting metrics and related technology; and contribute to the overall strategic direction and operations of the Family Transitional Housing & Off-Site Services sites by supervising staff, rewarding excellent performance, and taking the necessary steps to increase staff performance using proven coaching/mentoring techniques.
Responsible for leading specific portfolios, partnerships and branch initiatives or projects, and providing ongoing advice and strategy options to Family Transitional Housing & Off-Site Services staff. Promotes positive relationships with internal and external stakeholders (including staff, representatives from community agencies, the general public, and elected officials) to plan, implement and promote programs/services to achieve a single point of access and the seamless delivery of programs/services.

EDUCATION AND EXPERIENCE

Completion of 4 years university degree in Social Work, Psychology, Sociology, Business Administration, Public Administration, or a related field

Minimum of 5 years of progressively responsible experience in a social services or customer services environment, including a minimum of 1 year of formal experience supervising staff and/or demonstrated leadership ability associated with the management of portfolios, projects, partnerships and/or branch initiatives

KNOWLEDGE

• Superior knowledge and ability to apply federal/provincial legislation, municipal by-laws, policies and procedures, delivery mechanisms, computer programs, processing deadlines and dispute resolution techniques related to products and services within the Employment & Social Services Site
• Human resources management practices and principles (e.g. operational management, project management, collective agreements, conflict resolution techniques, training/learning methodologies, recruitment and disciplinary process)
• Program management and evaluation
• Performance management and evaluation
• Caseload management
• Research methods
• Employment practices, strategies and supports
• Community resources
• Customer Service leading practices, strategies and Coaching Techniques
• Knowledge Base Information resource using a variety of computer programs such as Word, Outlook , Excel and PowerPoint
• Must possess the customer service experience and knowledge 
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.

COMPETENCIES, SKILLS AND ABILITIES

Core Behaviours
Core behaviours define the City's expectations of the behaviours employees should demonstrate in performing their work.  They are reflective of the City's culture and values and guide all our present and future activities.  Every employee is encouraged to learn, embody, and demonstrate these core behaviours.

Review the Core Behaviours.

Leadership Competencies
The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization. 

Review the Leadership Competencies.