Supervisor of Integrated Services

POSITION DESCRIPTION

Department: Human Services
Reports to: Director of Human Services
Effective Date: August 2025
Positions Supervised: 2
Revised Date: N/a

POSITION SUMMARY:

Working with leaders across the Human Services department, the Supervisor of Integrated Services supports various initiatives, including improvements and changes to business processes, systems and technology, reporting, data collection and overall department integration. The primary responsibilities include creating, implementing and monitoring change management initiatives, improving the client experience, improving business processes and procedures, creating efficiencies across the department, monitoring reporting and data collection, and training staff. 

PRINCIPAL RESPONSIBILITIES:

• Leads a team that works across the Human Services department on priorities that support a commitment to continuous improvement, including the effective and efficient coordination of Human Services programs, to:
  • Align, drive and monitor initiatives across the department to support business transformation and integration that improves service delivery and creates efficiencies, including implementation of policies, processes, procedures and technology.
  • Ensure successful coordination and collaboration of programs between all department divisions, as well as with community partners/ stakeholders.
  • Manage and/or participate as a team member on various projects, including collaboration with subject matter experts across the department, other County departments, externally contracted consultants and community partner representatives.
  • Develop and implement strategies, through a project management and business improvement lens, in collaboration with leaders in the department, in the context of modernization and transformation of service delivery.
  • Define and develop departmental policies, procedures and processes, in consultation with key stakeholders, and based on other Service Manager approaches and best practices, ensuring compliance with relevant legislation.
  • Support organizational design and definition of roles and responsibilities.
  • Implement and audit of departmental policies and procedures as they relate to front line Human Services programs and client integrity.
  • Conduct research and identify community trends, issues, impacts and needs through studies, analysis, interpretation, review and discussions with stakeholders: community, municipal, federal and provincial government staff, as required.
  • Monitor and provide reports on compliance and progress on departmental strategies and plans.
  • Provide statistical and analytical recommendations through the monitoring of local and comparative statistics, monitoring of initiatives and reviewing external reports on relevant issues.
  • Supervise data gathering, measurements, analysis, evaluations, etc., through various statistical models/ databases, including working with internal/external stakeholders, to collect, analyze and disseminate data to support and inform program planning. 
  • Develop, support, train and coach departmental staff in the implementation and use of policies, procedures, processes, and technology. 
  • Prepare council reports and related correspondence, as required, and assist in the development of annual budgets, and business plans for the Department.
  • Actively participates as a member of the Extended Management Team, working to support a department strategy and vision that is supportive and complementary to the County’s Strategic Plan, Future Oxford Community Sustainability Plan, Safe and Well Oxford Plan, internal policies, and applicable legislation, to meet service excellence standards and uphold Oxford’s vision, mission, and values.    
  • Operate in accordance with the mandates of various legislation, including, but not limited to, the Ontario Works Act, the Ontario Disability Support Program Act, the Child Care & Early Years Act, Housing Services Act, Residential Tenancies Act. 
  • Support and facilitate departmental and Ministry consultation on various matters across the department, including reporting. 
  • Direct supervisory responsibilities include monitoring performance, attendance management, coaching/mentoring, training, employee relations of staff. 
  • Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• Post-secondary education in public administration, public policy, social work or related discipline.  
• An equivalent combination of education and experience may be considered.
• Demonstrated knowledge and understanding of Ministry-funded programs.
• In-depth knowledge of relevant legislation, statutes and regulations related to the Ontario Works Act, Housing Services Act, Child Care and Early Years Act, in addition to general knowledge of legislation for other Human Services program areas.
• Experience in the use of computer databases/software applications.
• Strong analytical skills with a focus on interpreting legislation, policies/procedures and developing/implementing effective responses/solutions.
• Excellent communication, interpersonal, facilitation, and presentation skills with demonstrated proficiency in handling politically sensitive matters, diverse clientele, and internal and external stakeholders.  
• Exceptional relationship building skills and outcome-based approach problem solving skills. 

COMPETENCIES FOR SUCCESS:

• 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 with flexibility to work in multiple work locations, as needed.
• Occasional driving to different work locations for training and meetings.
• Work may involve attendance at meetings that occur after normal working hours.
• Work involves sustained periods of interaction with computer systems requiring considerable attention to detail.