Coordinate daily service delivery across all employment service roles Monitor client flow and ensure efficient progression across intake, assessment, placement, and retention* Address operational issues promptly to maintain service continuity* Determine caseload backlog and reassign duties to front-line staff to address backlogs proactively* Oversee the scheduling of jobseeker and employer events using the group meeting space* Coordinate daily service delivery activities to ensure efficient client flow and timely progression through services.

Monitor service volumes and adjust scheduling or resource allocation to meet operational demands.

Address operational issues in real time to maintain service continuity and client satisfaction.

Provides backup support for live coaching delivery and client-facing duties dependent upon needs and caseload backlogs.

Assess weekly caseloads and reallocate front-line staff to proactively address backlogs* Provide backup support across the intake-to-retention continuum, as required by caseload demands, to ensure service continuity and program outcomes, within the scope of the role.

Provide day-to-day supervision and coaching to staff to support effective case management, group coaching session delivery, and service quality.

Reinforce expectations related to documentation, customer service, and performance targets.

Implement the Performance Monitoring and Accountability Framework (PMAF) and lead structured, supportive performance touchpoints, including daily check-ins, weekly reviews, monthly and quarterly performance meetings, and an annual shared-learning event.

Support staff in developing skills and competencies required for their roles.

Reinforce expectations related to customer service, professionalism and accountability.

Provides backup support for assistant management, live coaching delivery and client-facing duties dependent upon needs and caseload backlogs.

Track individual and team performance against established targets and identify areas requiring improvement.

Review daily end-of-day performance reports from all front-line staff to ensure they are on track and to prioritize next day performance coaching meetings* Lead weekly performance discussions with the Site Manager or Regional Site Manager* Prepares monthly performance narrative report as per the performance accountability meeting framework* Contribute to broader performance review processes.

Identify performance gaps and support implementation of corrective actions for individual staff and for the program Ensure staff meet service targets related to intake, group coaching sessions, placements, and retention.

Analyze performance data to identify trends, gaps, and opportunities for improvement,



and implement corrective actions as required.

Support implementation of performance improvement strategies as directed by the Site Manager or Regional Site Manager* Prepares narrative reports by tabulating, compiling, verifying, and statistical data for monthly, quarterly and annual program performance meetings.

Participate in performance accountability by adhering to the requirements outlined in the performance accountability meeting framework as follows 3+ years of experience in employment services or a related field* 1-2+ years of supervisory or team leadership experience, preferably in a unionized environment* Experience coordinating service delivery, managing caseloads, and supporting frontline staff performance* Experience monitoring program activity, service quality, and compliance requirements* Experience tracking and analyzing service volumes, client outcomes, and performance metrics* Ability to compile, interpret, and present data to support daily, weekly, and monthly performance management* Experience identifying performance gaps and supporting corrective actions based on data insights* Ability to contribute to narrative and statistical reporting for program performance reviews* Proficiency in Microsoft Excel, including data tracking, basic analysis, and reporting* Experience with client management systems (e.g., CaseFLO, CaMS) and databases* Familiarity with reporting tools and dashboards (e.g., Power BI - asset) Ability to ensure data accuracy, integrity, and timely data entry across systems Demonstrated cultural competency and deep understanding of newcomer, equity-deserving, and multi-barrier client populations* Ability to ensure services are inclusive, accessible, and responsive to diverse client needs* Experience embedding client-centered and equitable service practices into team supervision and service delivery* Valid driver's license and access to a reliable vehicle* Ability and willingness to travel frequently to multiple sites, workshops, meetings, and events as required* Ability to work full-time (35 hours per week), fully in office at an assigned COSTI location during scheduled operating hours, with consistent and reliable attendance; remote or hybrid work arrangements are not available for this position* Demonstrated people-centred leadership and coaching skills, with the ability to support, motivate, and develop staff in a unionized,



service-driven environment.

Strong interpersonal and communication skills, with the ability to engage effectively with staff, clients, union representatives, employers, community partners, and funders.

Sound judgment and problem-solving skills, with the ability to navigate complex situations, balance competing priorities, and make decisions aligned with organizational values and funder requirements.

Collaborative and relationship-focused approach, with a proven ability to build trust, foster teamwork, and work effectively across programs and with external stakeholders.

Excellent organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Strong attention to detail and accountability, including the ability to support service quality, compliance, documentation, and reporting requirements.

·Adaptability and resilience, with the ability to respond constructively to change and evolving program or funding requirements.

Demonstrated cultural humility and equity-informed practice, with an understanding of barriers faced by diverse jobseekers and a commitment to inclusive service delivery.

High level of professionalism, discretion, and integrity, including the ability to handle sensitive information confidentially.

Results-oriented mindset, with the ability to support performance measurement, continuous improvement, and data-informed decision-making.

Service Delivery Coordination & Client Flow ManagementEnsures efficient day-to-day service delivery across intake, assessment, placement, and retention by coordinating staff activities and managing client flow.

Staff Coaching & Frontline Performance SupportProvides hands-on coaching and supervision to staff, reinforcing expectations for service quality, documentation, and client-centered delivery.

Performance Monitoring & Target AchievementTracks daily and weekly performance metrics, identifies gaps, and implements corrective actions to ensure service targets are consistently met.

Quality Assurance & Data IntegrityConducts file reviews, audits, and monitoring activities to ensure compliance with program standards, accurate data entry, and audit readiness.

Operational Problem Solving & Service ContinuityAddresses real-time operational issues, reallocates resources, and supports backlog management to maintain uninterrupted service delivery.

Client Experience & Customer Service ExcellencePromotes a welcoming, inclusive, and responsive service environment and supports resolution of client service concerns.

Reporting & Performance AnalysisCompiles, analyzes, and reports on service volumes, outcomes, and staff performance

📌 113-26: Assistant Site Manager Employment Services (Mississauga)
🏢 Costi
📍 Mississauga