Service Support Specialist

About Sensity

Sensity is a not-for-profit organization providing services and programs to members of the deafblind community. We are recognized in Canada and around the world as a leader in the provision of Intervenor Services.

The Service Support Specialist (SSS) strengthens service excellence and consistency across Supported Living and Community programs by providing practice-based leadership, coaching, and mentorship. The role influences outcomes through collaboration, modelling best practices, and advancing person-centered approaches.

This role functions as a leader and subject matter resource, guiding teams toward consistent, high-quality service delivery through collaborative engagement, and works in close partnership with the Operations Manager to support program management, workforce effectiveness, coordination, and overall service oversight.

Key Activities:

The Service Support Specialist operates at a broader organizational level, supporting multiple programs and contributing to service consistency, workforce development, and operational effectiveness across the region. The role also contributes as an active member of the regional leadership team, supporting alignment of practices, sharing insights from program operations, and contributing to strategic and operational discussions.

• Provide coaching, modelling, and practice leadership to Intervenors in communication, routines, and environmental adaptations.
• Act as a trusted advisor and on-the-ground resource, reinforcing best practices and addressing complex service challenges.
• Produce concise summary notes from program visits to inform continuous improvement and strengthen team learning.
• Ensure Intervenors are equipped with the knowledge, tools, and supports required to meet individual needs and uphold organizational standards.
• Lead and design person-centered, program-specific onboarding experiences, including individualized orientation plans.
• Champion consistency in training delivery and competency development across teams.
• Collaborate with Learning & Development to identify gaps, inform curriculum, and align sector best practices.
• Partner with managers and teams to shape, refine, and embed individual-specific protocols and best practices.
• Provide practice-based insight and recommendations to strengthen alignment between plans, goals, and daily service delivery.
• Influence documentation quality through coaching, guidance, and feedback.
• Support program coordination activities including planning, supply oversight, and alignment of daily routines with individual goals and outcomes.
• Provide oversight and guidance on documentation practices to ensure quality, compliance, and consistency.
• Serve as a resource for system use and data integrity, supporting teams in maintaining accurate and meaningful records.
• Maintain consistent communication with teams, families, and partners to support coordination, responsiveness, and continuity of care.
• Guide Intervenors in understanding program-specific financial accountability practices.
• Reinforce compliance and transparency through education, coaching, and support.
• Act as a lead resource in supporting the management of individuals’ personal finances, where applicable, including facilitating accurate documentation, promoting accountability practices, and coordinating required information for managers and Finance.
• Participate in candidate screening and provide informed recommendations on candidate suitability and ongoing employability.
• Support onboarding and facilitate early-stage workforce integration through mentorship and peer support structures.
• Acts in collaboration with the Operations Manager to provide input into performance management, including identifying development needs, recognizing practice strengths, and supporting continuous improvement.
• Contributes to workforce planning, staff development strategies, and practice improvement initiatives across programs.
• Contribute as a practice leader in case discussions, offering insights that support holistic, person-centered outcomes.
• Support Intervenors in effectively engaging families and partners in alignment with communication plans and organizational values.
• Support the effective operation of programs through coordination of day-to-day activities, including schedules, supplies, and environment readiness.
• Provide oversight of program assets, including vehicles and physical environments, ensuring maintenance, cleanliness, safety checks, and required documentation are completed.

Qualifications:

• Completion of a college diploma or certificate in the Intervenor for Deafblind Persons program, or: Developmental Services Worker (DSW), Social Services Worker (SSW), Community Services Worker (CSW), Communicative Disorders Assistant (CDA), Personal Support Worker (PSW), Behavioural Science, or a related human services field.
• Experience supporting persons with developmental disabilities and challenging behaviours.
• Experience supporting persons with mental health conditions.
• Communication in American Sign Language (ASL) or Signed Exact English (SEE).
• This position requires a valid driver's license Class G, access to a reliable vehicle, a clean current driver's abstract and the ability to obtain automobile insurance with a minimum liability of $2 million.

Other:

• Employment is conditional upon receipt of a successful Vulnerable Sector Police Check.
• This position requires repetitive hand motion and good manual dexterity and moderate stooping, bending and lifting. The incumbent must be able to lift 35 lbs to 50 lbs on an occasional basis. The position will be required to work indoors and outdoors.
• French may be considered an asset
• Excellent communication skills for both verbally and written of the English language.
• This role would be an excellent fit for individuals living in Hamilton or anywhere throughout the Niagara Region.
• This position involves travel and requires the ability to drive as part of regular job duties.

This position reflects an existing vacancy within our organization

We thank all applicants, however, only those being considered for an interview will be contacted. Sensity is an equal opportunity employer and we value the importance of diversity and dignity in the workplace. We are committed to developing inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted by Sensity regarding a job opportunity, please advise prior to the interview if you require accommodation and we will work with you to make appropriate arrangements.

The pay range for this role is:
52,000 - 58,000 CAD per year(Welland Residential)

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