* 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 on-site 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 rapid-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 Management**Ensures efficient day-to-day service delivery across intake, assessment, placement, and retention by coordinating staff activities and managing client flow.* **Staff Coaching & Frontline Performance Support**Provides hands-on coaching and supervision to staff, reinforcing expectations for service quality, documentation, and client-centered delivery.* **Performance Monitoring & Target Achievement**Tracks daily and weekly performance metrics, identifies gaps, and implements corrective actions to ensure service targets are consistently met.* **Quality Assurance & Data Integrity**Conducts file reviews, audits, and monitoring activities to ensure compliance with program standards, accurate data entry, and audit readiness.* **Operational Problem Solving & Service Continuity**Addresses real-time operational issues, reallocates resources, and supports backlog management to maintain uninterrupted service delivery.* **Client Experience & Customer Service Excellence**Promotes a welcoming, inclusive, and responsive service environment and supports resolution of client service concerns.* **Reporting & Performance Analysis**Compiles, analyzes, and reports on service volumes, outcomes, and staff performance
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📌 113-26: Assistant Site Manager Employment Services (Ontario)
🏢 Costi
📍 Ontario