Manager, Client and Case Management Services

Detailed Job Description

The

BC Family Maintenance Agency (BCFMA) is responsible for the client-centric

administration of child and spousal maintenance services for British

Columbians, offering supports that strengthen families, so that they may

achieve their full potential and secure the best possible future for their

children. We are committed to promoting equity, anti-racism and

multi-culturalism, addressing social and health issues such as mental health

and poverty, and providing services that make communities safer. We strive for

lasting and meaningful reconciliation through Indigenous-specific community

recognition, outreach, and relationship building efforts.

BCFMA

is committed to reconciliation with Indigenous Peoples, honouring the

Provincial commitment to the United Nations Declaration on the Rights of

Indigenous Peoples (UNDRIP), the , and the Truth and Reconciliation Commission’s (TRC)

Calls to Action. Through fostering respectful and collaborative relationships

with Indigenous partners and stakeholders, BCFMA delivers on government’s

priorities.

The BC Family Maintenance Agency is

looking for an experienced Manager, Client and Case Management Services to join

our team in Burnaby.

The Manager,

Client and Case Management Services reports to the Director, Client Services

and Operations. This position identifies the necessary resources for the achievement of operational objectives and issues and manages and

monitors operation effectiveness. The manager is responsible for the leadership

and oversight of a results-oriented client services team, through effective

supervision of the day-to-day activities, while developing individuals and the

overall team.

Through coaching

and performance management, the

manager works with staff to maximize performance of the case management program and client service. They have a

comprehensive understanding of labour relations and can analyze problems,

identify key information and issues and tactfully resolve them. They provide

effective leadership and corporate guidance,

ensuring information flows between leadership and the team. The manager

exercises delegated authority to make decisions and provides avenues for dispute resolution

consistent with the legislation, administrative law and policies and

procedures. The manager is also

responsible for recognizing,

researching and implementing solutions that will improve the performance of

their teams while aligning with service plan deliverables.

ACCOUNTABILITIES

Manages an operations team and provides leadership and coaching in both virtual and

in-office environments, including assignment of work, training,

development and evaluation of performance plans,

approval of leave, and initiation and leading of discipline processes using

their knowledge of labour relations while demonstrating exceptional tact.

Responds to grievances and initiation of discipline process.

Develops and implements operational plans and strategies to manage the

delivery of BCFMA services, identifying operational priorities, performance standards

and practices.

Handles program escalations from clients / representatives and manages requests

to vary guidelines / procedures.

Executes the Business

Continuation Plan to ensure services

are sustained during

an emergency or unplanned disruption.

Participates in long range planning

sessions to determine

the future needs of services for clients and the program.

Implements operational changes

to support the Division’s Business

Plan, priorities and employee engagement.

• Leads discipline and performance management of direct reports in a unionized setting.
• Responsible for ensuring performance targets are consistently achieved.
• Provides ongoing coaching and feedback to team members to motivate and support their performance and development.

Develops an in-depth

understanding through which to provide ongoing management and oversight of the

client-centric approach to service while monitoring agency performance to

determine the effectiveness and efficiency of the operation and implements

changes to improve delivery of services.

Reviews and evaluates the

standards of practice, monitors program performance to determine the effectiveness and efficiency of the program

operation and implements changes to improve delivery of services.

Participates and leads in a portfolio of internal

and corporate projects that involves

overseeing sub-projects and / or

multiple delivery components

(e.g business process reviews, operations, customer service delivery, standard

operating procures, etc.).

Consults across management teams to ensure

ongoing consistency in implementing change

and strategic direction.

Provides expert advice

and compliance supporting and advising

on the interpretation and application of legislation, regulations, policy and procedures.

Prepares documents including presentation materials, evaluation reports, and forecast

reports to support

senior management’s strategic

decisions.

Works collaboratively across

the organization to

support agency goals and participates in long range planning sessions to

determine future needs of the agency.

JOB REQUIREMENTS

Education

Post secondary degree or diploma in sciences, public administration,

business administration, social sciences, or related field plus three years of professional

work experience in a related leadership role. An equivalent combination of

education and experience may be considered.

Experience must include all of the following :

KNOWLEDGE,

SKILLS AND ABILITIES

Experience developing and maintaining relationships with

collaborators and community partners.

Experience supervising in a collective bargaining

environment including labor relations.

Applicants who self identify as First Nations, Métis, Inuit, or a

visible minority with the required combination of education and experience.

ADDITIONAL INFORMATION

The salary range for this position is $80, to $, annually,

commensurate with experience. Candidates must be a Canadian Citizen or Permanent Resident to be considered for this opportunity.

The content and / or

format of your application may be evaluated as part of the assessment process. Ensure

your resume includes your educational accomplishments, employment history

including start and end dates (month and year) of your employment, and any

relevant information that relates to the job to which you are applying.

We are committed to

promoting equity, anti-racism and multi-culturalism, addressing social and

health issues such as mental health and poverty, and providing services that

make communities safer. We strive for lasting and meaningful reconciliation

through Indigenous-specific community recognition, outreach, and relationship

building efforts.

To apply or view a

copy of the job description, please visit our career portal at