Manager of Human Services

POSITION DESCRIPTION

Department: Human Services
Reports to: Director of Human Services
Effective Date: March 2002
Positions Supervised: up to 23
Revised Date: June 2025

POSITION SUMMARY:

Ensures the effective and efficient delivery of Social Services programs including Ontario Works and Community Housing, in an integrated work environment. This includes direct responsibility for Ontario Works and Community Housing assistance programs. 

PRINCIPAL RESPONSIBILITIES:

• Oversees and manages all aspects of Social Services programs, including:
  • Ontario Works Assistance
  • Community Housing Assistance
• Actively participates as a member of the Extended Management Team, working to establish and implement a department strategy and vision that is supportive and complementary to the County’s Strategic Plan, Future Oxford Community Sustainability Plan, internal policies, and applicable legislation, to meet service excellence standards and uphold Oxford’s vision, mission and values.  
• Leads the development, review and promotion of an integrated philosophy, objectives and policies and procedures in compliance with various Acts for the delivery of Ontario Works and Community Housing Services.
• Direct and second-removed supervisory responsibilities including hiring, performance management, coaching, employee and/or labour relations, mentoring and professional development of non-union and unionized staff.
• Implement standards and policies for the Ontario Works and other social service programs and monitor program outcomes, in accordance with Provincial standards.
• Maintain ongoing proficiency of all and any legislation and service programmes, key performance indicators, targets, budgets, and reports submissions.
• Oversees the preparation of division policies and procedures, Council reports, external reports, contracts and any other related correspondence.  Attends and participates at County or Area Municipal Council meetings as necessary.
• Prepares and manages department business plans and budgets, as well as provincial budget and funding proposals, while regularly monitoring department performance, outcomes and financial performance. 
• Ensures adherence to various legislation including the Ontario Works Act, Ontario Disability Support Program Act, Housing Services Act, Human Rights Code, Family Responsibility and Support Arrears Enforcement Act, other applicable provincial Acts.
• Provides departmental consultation and maintains security on various programs and computer applications (i.e. Yardi-Voyager, RentCafe, MTO, EIB, Equifax, CRA, OSAP, SAMS, RGI Calculation Tool)
• Liaise with internal/external agencies and stakeholders to resolve client issues while developing and maintaining Community and Provincial partnerships.
• Receives and resolves escalated service-related complaints, concerns and questions in a timely and responsive manner.  Refers and escalates to the appropriate individual as necessary. Acts as a resource to supervisors on complex human resource related questions and concerns and safety issues.
• Ensures compliance with the terms of the Collective Agreement and provides input into labour negotiations.
• Assists in planning and service delivery for affected residents in community emergencies for the provision of basic needs.
• Acts as a back-up for the Director of Human Services in their absence.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• Post-secondary education in social services/human services or related discipline. 
• Demonstrated experience in a Social Services/Human Services field, preferably with four (4) to six (6) years of related management experience in the Ontario Works program.
• An equivalent combination of education and experience may be considered.
• Demonstrated knowledge of relevant legislation, statutes and regulations related to municipal and assigned program specific operations including occupational health and safety including general knowledge for alternate program areas.
• Demonstrated ability to identify and collaborate with internal and external partners to deliver programs, services and outcomes.
• Proven organizational and interpersonal skills with the ability to deal effectively with sensitive and confidential information.
• Demonstrated ability to foster teamwork, lead and empower teams and guide effective project management outcomes.    

COMPETENCIES FOR SUCCES

• Ability to demonstrate the required core and leadership competencies for this position in alignment with Oxford County’s competency framework.
• Core competencies include teamwork, communication, innovation, service excellence, accountability and integrity, and inclusivity.
• Leadership competencies include strategic thinking, leading people, achieving results, project/process management, and fostering change.

WORKING CONDITIONS

• Works in an office environment.
• This position works weekday hours, with occasional evening hours and call-in
• Occasional driving to other worksites.