Job ID #32125: Manager, Human Services

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32125: Manager, Human Services
• Union: Non-Union
• Job Description ID #: A10287
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-cityby 4:00 p.m. on August 5, 2026.
• Vacancy type: This posting is for an existing vacancy
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Director, Ontario Works, the Manager, Human Services provides strategic leadership to a multidisciplinary workforce delivering Ontario Works and other low-income programs. The position leads planning, implementation, monitoring, analysis and continuous improvement of service delivery, ensuring alignment with provincial and municipal priorities and compliance with legislation, policies and service standards. The Manager leads through supervisors, supports organizational transformation, oversees program performance, quality assurance, privacy, and financial management. The Manager works in a collaborative environment, developing and maintaining relationships with both internal and external service delivery partners.

GENERAL DUTIES

Provide strategic leadership for the delivery of Ontario Works and other low-income support programs, ensuring alignment with legislative requirements, organizational priorities, and community needs.

Lead supervisors responsible for front-line service delivery, program integrity, legislative compliance, client support functions, benefit administration, eligibility determination, and operational excellence.

Lead the planning, implementation, and evaluation of Ministry of Children, Community and Social Services (MCCSS) initiatives, organizational priorities, service delivery modernization, and change management activities.

Analyze legislation, policy, economic and service trends, environmental factors, and performance data to support strategic planning, operational decision-making, budget development, resource allocation, and service planning.

Plan, coordinate, develop and implement activities, program services and initiatives consistent with corporate and departmental strategic direction and vision such as French Language Services and Accessibility for Ontarians with Disability Act.

Ensure compliance with applicable legislation, quality assurance standards, privacy requirements, audit processes, and the effective management of internal reviews, appeals, and the protection of confidential client and program information.

Drive continuous improvement by leading business process redesign, service innovation, performance monitoring, performance evaluation, and the implementation of best practices to enhance program effectiveness and client outcomes.

Develop and manage operating budgets, oversee procurement activities, and administer contracts in accordance with corporate policies and financial controls.

Lead employee engagement, performance management, talent development, succession planning, and labour relations within a unionized environment.

Represents respective area in Labour Relations issues including participating in labour management meetings, providing input for Collective Agreements and grievance settlements.

Represent the City in partnerships with provincial ministries, community agencies, external partners, and inter-agency committees to support integrated service delivery, community engagement, service planning and strategic initiatives.

Participate in corporate emergency preparedness, business continuity planning, and emergency response activities as required.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety. Ensures that employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties. Ensures that all employees perform work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures. Recommends appropriate action for employees who do not work in compliance with legislation, policies and procedures.

Perform other duties as assigned which are directly related to the responsibilities of this position.

QUALIFICATIONS

1. University degree in Human Services, Health, Social Sciences, or a related field, or a combination of equivalent education and directly related experience.
   
2. Progressive leadership experience in social services, with increasing responsibility for program delivery, service improvement, and operational management.
   
3. Experience leading and managing staff in a unionized environment, including employee relations, performance management, and the interpretation and application of collective agreements.
   
4. Demonstrated success leading multidisciplinary teams and fostering collaboration across diverse professional disciplines to achieve organizational objectives.
   
5. Knowledge of the Ontario Works Act, its regulations, and policies governing the delivery of social assistance programs, as well as the Ontario Disability Support Program Act, the Housing Services Act, and other applicable provincial legislation relevant to the delivery of human and social services.
   
6. Excellent verbal and written communication, negotiation, relationship-building, and stakeholder management skills, with demonstrated political acuity and sound judgment.
   
7. Strong planning, analytical, problem-solving, and organizational skills, with experience leading change initiatives and managing competing priorities in a complex environment.
   
8. Knowledge of quality assurance principles, continuous improvement methodologies, and evidence-informed practices to support effective program delivery and decision-making.
   
9. Experience developing and managing operating budgets, preparing financial reports, and using Microsoft Office applications. Experience with the Social Assistance Management System (SAMS) is considered an asset.
   
10. Demonstrated knowledge of the Occupational Health and Safety Act and related workplace health and safety responsibilities.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.