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Job ID: 67124
Job Category: Community & Social Services
Division & Section: Social Development, Finance & Administration Division, HSI Application & Support Office
Work Location: 1530 Markham Rd., Scarborough, ON M1B 3G4
Job Type & Duration: Full time, Permanent Vacancy
Salary: $89,337.00- $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open:1
Posting Period: 19-Oct-2026 to 28-Oct-2026

Major Responsibilities:

Reporting to the Manager, Human Services Integration, the Supervisor, Human Services Integration is responsible for the daily operation of the functions within the Application and Support Centre to ensure the effective and efficient delivery of quality integrated client services.

- Implementsdetailedplansandrecommendspolicies/proceduresregardingprogram specificrequirements.
- Supervises,motivatesandtrainsassignedstaff,ensuringeffectiveteamwork,high standardsofworkqualityandorganizationalperformance,continuouslearningand encouragesinnovationinothers.
- Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.
- Authorizes and coordinates vacation and overtime requests.
- Monitors and evaluates staff performances, approves salary increments, hears grievances and recommends disciplinary action when necessary.
- Providesinputintoandadministersassignedbudget,ensuringthatexpendituresare controlledandmaintainedwithinapprovedbudgetlimitations.
- Promotesandensuresthedeliveryofexcellentcustomerserviceacrossallservice channelsincludingphone,inperson,andonlinedelivery.




- Providesongoingcoachingtoemployeestoensurecompliancewithestablishedservicedeliveryandquality assurancestandards.
- SupervisesstaffwhosupportOntarioWorksBenefits,ChildCareFeeSubsidy,Rent GearedtoIncomeSubsidyandotherincomesupportprogramswithinacontactcentre environment.
- Recommends,developsandupdatespoliciesandprocedurestoenhancethedeliveryof integratedhumanservices.
- Developsevidence-based services and programs that are efficient and effective, and responsive to customer needs.
- Actsasasubjectmatterexpertonapplicablelegislation,procedures,andeligibility determination.
- Providesleadership,supervision,andtrainingtohumanservicesintegrationstaff, ensuringeffectivedeliveryofintegratedservices.Providesleadershipandoversightof assignedservicedeliveryareasincludingqualityassuranceandinformation management.
- Monitorsandevaluatesstaffperformance andcoachesstafftoachieveperformance standards.
- Ensuresthattechnologysystemsarebeingutilizedappropriately.
- Monitorstechnologysystemsandproviderecommendationsforimprovement.
- Monitorsandevaluatesdeliveryofservicesusingtechnologyandothermeans. Identifiesissuesandprovidesresolutionstoensurecontinuousimprovementandclientsatisfaction.
- Monitors the inquiry/service request volumes and performance on all HSI service channels and adjusts service delivery mechanisms to ensure optimum use of resources.




- Monitorseligibilitydecisionstoensureaccuracy anddevelopsplansandprocedurestoaddressdiscrepancies.
- RespondstoanddocumentsinquiriesescalatedbyHSIstaffandcomplaintsreceived frommembersofthepublic,CityCouncillors,andothers.
- Reviewscallandclientrecordsonaregularbasistoensureaccuracyandeffective deliveryofservices. Identifies,follows-uponandresolvesanyissuesthatmayarise.
- Ensurescompliancewithprovincial,legislative,andCouncildirectedpoliciesand procedures.
- EnsurescompliancewithWSIB,HumanRightsandHealthandSafetyLegislation.
- CollaborateswithandbuildsrelationshipswithoperatingDivisionsandotherkey partners.

Key Qualifications:

- Considerable experiencemanagingcomplexissues within a call centre environment working with diverse clients in a human or social services environment.
- Experience supervising staff (e.g. leading, coaching, motivating, monitoring, evaluating and developing individuals and teams) within a complex, technology centric, high-volume, unionized environment handling/managing issues and customer complaints.
- Experience evaluating and improving programs, services, business processes, and operational performance through the development and implementation of policies, procedures, quality improvement initiatives, research, performance measurement, risk assessment, and evidence-based recommendations while ensuring compliance with legislative and divisional requirements.
- Experienceinprojectmanagementand/orchangemanagementactivitiesincluding communicationandtrainingplans.
- Ability to interpretstatisticalinformation, provincial and municipal legislation, as well as divisional/unit policies and procedures.

📌 SUPERVISOR HUMAN SERVICES INTEGRATION (Toronto)
🏢 City of Toronto
📍 Toronto