Reporting to the Manager, Shift Operations, Custodial Support Services (Manager), the Supervisor, Operations (Supervisor) is a member of the Custodial Support Services (CSS) leadership team. The Supervisor works closely and collaboratively with the Manager to direct custodial activities in order to implement the published Service Level Standards (SLS) as it pertains to the respective shift.

The client-centric Supervisor engages with frontline custodial staff through formal and informal discussions relating to scope of work execution and performance. Accountable to validate the SLS by completing quality assurance (QA) audits, the Supervisor is responsible for engaging with frontline custodial staff to remove roadblocks preventing them from executing their work. The Supervisor works collaboratively with the Manager, to initiate the performance improvement process to correct behaviour and address audit issues as required.

The Supervisor also participates in the recruitment process and in collaboration with the Manager, is responsible for the hands-on orientation of new staff ensuring that custodial staff are trained and comply with all university, Facilities, and CSS’ health and safety policies and procedures and ensures staff competency in the safe use and maintenance of equipment. The Supervisor is expected to be knowledgeable of a variety of cleaning products, chemicals, tools and equipment, to stay current with industry trends, and to make suggestions for increasing the effectiveness and efficiency of custodial support services.

The Supervisor works an assigned shift; however, must also be available to work flexible hours as required, including weekends. In addition, the Supervisor is on a rotating call-in list for emergency calls from the Emergency Response Centre.

KEY RESPONSIBILITIES

- Plan, execute and manage frequency based quality control audits each shift to ensure SLS targets are achieved, with the intention of getting through all spaces on campus on a determined frequency.
- Collaborate with the Managers to provide consistent, decisive leadership for all custodial staff.
- Manage, train, coach, and mentor custodial staff to ensure assigned facilities are cleaned in compliance with the SLS.
- Connect with custodial staff in the field on a routine basis to, among other reasons, engage in conversations regarding work requirements, health and safety related issues impacting their scope of work, performance management, and to reinforce the importance of the work performed.
- Escalate issues of poor performance or poor audit outcomes, building users concerns, staffing challenges and training requirements to the Manager for support as needed, if no support is required, provide a debrief to the Manager.
- Working with the Manager, train and monitor custodial staff on the secure and proper operation of all cleaning products and equipment ensuring that items requiring repair or maintenance, are addressed in a timely manner.
- Ensure that custodial staff properly clean equipment each shift and that equipment, supplies and tools are properly replaced, re-stocked,



and secured at the end of the shift.
- Complete requests for supplies and equipment, in order to have adequate inventory levels in compliance with the CSS Procurement Policy.
- Communicate and work collaboratively with the Manager to ensure alignment relating to operational conditions that arise.
- Ensure that university supplied workwear and staff identification is prominently worn by all custodial staff while on shift; ensure that all custodial staff wear safety footwear.
- Working in alignment with the Manager, manage the client service relationships within assigned facilities as required.
- Assist in the development, coordination and delivery of training programs.
- Participate in mandatory engagement town hall meetings and ensure that all custodial staff are in attendance.
- Remain current with industry standards and systems related to custodial services.
- Deliver messaging and paperwork to key press locations in order to keep custodial staff informed of operational updates, processes, policies, etc.
- Support or assist with leading other CSS initiatives as assigned.
- Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
- Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
- Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance.
- Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
- Foster a productive and harmonious workplace through the promotion of a positive, inclusive teamwork environment, which recognizes the value of all CSS employees.

QUALIFICATIONS

- Post-secondary education in Facilities Management, Business Administration, or a related field combined with relevant experience in supervising/managing unionized custodial staff in an educational or large commercial/industrial setting.
- Knowledge of inventory control, custodial procedures, tools and equipment, and practices that operate 24/7.
- Competent supervisor as defined under the Occupational Health and Safety Act with practical knowledge of the Occupational Health & Safety Act and how it applies to custodial work.
- Satisfactory Criminal Records Check (CRC) and Vulnerable Sector Screening (VSC).




- Valid Province of Ontario Class Full G driver’s licence and insurable under the university’s insurance plan.
- Knowledge of the International Sanitary Supply Association (ISSA) and Association of Physical Plant Administrators (APPA) training considered an asset.
- Knowledge of programming autonomous equipment considered an asset.
- Consideration may be given to an equivalent combination of education and relevant experience.

SPECIAL SKILLS

- Proficiency with computers, Internet, and Microsoft Office Applications software (Word, Excel, PowerPoint, Outlook), databases, and custodial services related software applications such as client maintenance management systems (CMMS), OrangeQC, cleaning software, key systems, etc.; ability to adapt to new technologies.
- Capacity to embrace change and act as a change champion for others.
- Analytical, organizational, planning and problem-solving skills, in order to coordinate and direct the work of custodial staff and to examine alternate possibilities and arrive at the best solution.
- Client service aptitude with the ability to consistently deliver excellent client service with an ability to interact professionally and effectively with staff at all levels of the university, faculty, students and members of the public, and to provide clear and accurate information to clients and contacts.
- Capable of maintaining strict confidentiality with an ability to recognize and handle confidential information in an appropriate manner.
- Receptive to diverse thoughts and alternative perspectives and incorporate them into the work where appropriate.
- Ability to work independently and as part of a team, mindful of the interests of other stakeholders.
- Ability to maintain composure in a stressful environment.
- Ability to remain adaptable in an environment constantly subjected to interruption and change.
- Ability to provide consistent, timely and appropriate staff intervention.
- Ability to motivate and to create a positive work environment; sensitivity to issues affecting staff.
- Ability to write clear, concise and reports.

DECISION MAKING

- Collaborate with Manager to decide on content of messaging that is distributed to key press locations.
- Assesses the suitability of job candidates and recommends the most appropriate person for hire.
- Determines priorities and makes decisions about staff utilization and assignment of work to achieve optimum efficiencies and productivity.
- Assesses employees’ training needs and makes recommendations for internal or external training to attain proficiency.
- Monitors and assess output and the quality or employees’ work, and recommends need for formal training or development plans to management and identifies possible performance and/or disciplinary issues.
- Problem solving related to custodial procedures.
- Allocates and monitors the work of custodial staff.
- Determines appropriate actions to handle emergencies in accordance with CSS, Facilities and university procedures, escalating where appropriate.
- Assesses and identifies potential inefficiencies with current programs, escalating where appropriate.

📌 Supervisor, Operations (Kingston)
🏢 Queen's University
📍 Kingston