Job type: Permanent

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Job content

Date posted

March 11, 2022


Operations Supervisor - DSOER





Closing Date

April 1, 2022

Primary Focus

Reporting directly to the Director of Developmental Services Ontario Eastern Region, the Operations Supervisor is responsible for the supervision of the delivery of services to individuals requesting information and eligible adults with a developmental disability who want to access Ministry funded developmental services and supports in the Eastern Region. The Operations Supervisor ensures that service delivery is provided in accordance with the legislation, regulations, standards and Ministry directives. The Operations Supervisor is responsible to promote collaboration with the service providers in the region and provide leadership in informing the community of the role of Developmental Services Ontario.

The DSOER Operations Supervisor is responsible to support the successful implementation of all functions related to DSOERs Service Navigation / Matching & Linking Group, along with any special projects /initiatives or additions to the group processes (ex: Housing navigation initiative). The Operations Supervisor is responsible for the regular oversight of the group’s work and reporting on outcomes through the DSOER performance management process (PM).

As a member of the SCS agency management team, the DSOER Operations Supervisor participates and contributes to the successful development and implementation of agency wide processes.

Major Responsibilities


  • Provides ongoing leadership and supervision of staff by participating in the selection of qualified individuals, ensuring appropriate training and development, assigning responsibilities, monitoring performance and maintaining a positive and safe working environment for employees.
  • Supervises day-to-day activities related to Service Navigation / Matching *Linking Conducts regular supervisions with each worker to review performance, the status of cases, providing direction and guidance as required and ensuring resolution of any issues
  • Ensures that policies and procedures are implemented and adhered to.
  • Conducts performance management assessment.
  • Informs Director of DSOER and HR Advisor of the results of the performance management and consults on any action recommended from the performance appraisal.
  • Informs Director of DSOER of any health and safety issues.


  • Operational:
  • Manages the intake/drop-in/eligibility process including MCSN and Crown Ward groups.
  • Manages the matching and linking process.
  • Manages the urgent response process.
  • Provides training and support.
  • Represents the agency to outside groups and organizations and maintains cooperative working relationships with all stakeholders.
  • Participates in developing agenda items for the team meetings and ensures that issues raised in the course of the work are addressed and resolved in a timely manner
  • Participates in ongoing development and improvement of Developmental Services Ontario locally, regionally and provincially.
  • Participates in local and regional projects by working in cooperation with community partners and / or SCS staff to prepare plans for resources or services that meet the needs of individuals with developmental disabilities.
  • Provides regular reports to the Director of DSOER; ensures the Director is informed about situations which may have a negative impact on a client, employee or the Agency.
  • Maintains statistics and analyzes data regarding service requests and DSOER’s ability to respond to the needs.
  • Provides advice on the resolution of complex issues and monitors the internal management of workload for the DSOER staff (priority levels and workload for Developmental Services Ontario Eastern Region.)
  • Ensures security of case records and ensures that staff input the data in ETO and the provincial data system (DSCIS) so reports can be generated accordingly (and generates reports as required).
  • Manages requests for adhoc or specialized reports for internal and external partners (i.e MCCSS and Ombudsman case information requests).
  • Within SCS, works collaboratively with partnering departments such as Support Services, Finance, and others to ensure excellent client services.
  • Acts as back-up for the Clinical Supervisor and Director of DSOER and SCS management team as required.
  • Performs other duties as assigned.

Knowledge and Skills

  • A minimum of 5 years of related experience.
  • A Bachelor’s degree in Social Work, Social Services or Community Services or related field.
  • Bilingual in both official languages (written and verbal) is preferred.
  • Excellent communication, interpersonal and presentation skills.
  • Must have strong analytical and reasoning skills.
  • Strong understanding of requirements for coordination of services across multi-agencies and Ministries of Health, Social Services and Education.
  • An ability to deal with all levels of organizations.
  • Knowledge of the services available in the eastern region for adults with developmental disabilities, physical, developmental, mental / emotional disabilities, and specialized services such as case management, behavioural, psychological etc..
  • Professional with excellent negotiating skills and an ability to express opinion in a firm manner demonstrating good judgment and respect.
  • Knowledge of the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008, and the Child and Family Services Act (CFSA) is a requirement.
  • Excellent organizational and time management skills.
  • Ability to work in a fast paced environment and handle a number of issues simultaneously.
  • Proficient in the use of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Internet.
  • Must have a valid driver’s license and access to own vehicle for business travel.

Core Competencies Required

  • Advocating for Others
  • Creative Problem-Solving & Decision-Making
  • Developing Others
  • Holding People Accountable
  • Leading Others
  • Managing Change
  • Relationship/Network Building
  • Strategic Thinking
  • Service Orientation
  • Values and Ethics

Working Conditions

Working conditions are normal for a flexible office/virtual environment and working with clients in the community. Work regular business hours with some overtime when required. Attend meetings in the Eastern Region and provincially if required and safe.


Service Coordination (SCS) has an accommodation process in place and provides accommodations for candidates and employees with specific needs. If you require specific accommodations, please contact the Human Resources Advisor of SCS so that we can arrange to provide appropriate accommodations.

As the ideal candidate, you are a self-starter with excellent interpersonal skills who works well in a team environment. Qualified candidates may submit their resumes, along with a cover letter quoting job number 24 - 2022 no later than April 1, 2022 at 4:00 pm to Human Resources.

SCS embraces diversity and equal opportunity in a serious way. We are committed to building teams that represents the communities we serve. All employment decisions are based on qualifications, skills and business requirements.

While we appreciate all responses, however we will contact only candidates under consideration. We kindly ask not to send in duplicate copies of your resume.

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Deadline: 19-01-2024

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