Manager Client and Case Management Services

Bc Family Maintenance Agency • Burnaby, BC

1d • Hybrid

About The Position

The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians. BCFMA offers support that strengthens 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 multiculturalism, 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 Declaration on the Rights of Indigenous Peoples Act, 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 the government’s priorities.

The BC Family Maintenance Agency is looking for an experienced Manager, Client and Case Management Services to join our team in our Burnaby office.

Requirements

• 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.
• Leading staff in a high volume, fast-paced, rapidly changing customer service environment, through activities such as coaching, evaluating performance, providing direction to employees, orienting/training, scheduling, or using analytics to monitor performance.
• Providing services to people from diverse backgrounds, including but not limited to citizens with mental health issues and/or physical disabilities, citizens with substance use issues, and individuals who may be in crisis, displaying frustration, anger, or acting out in an abusive manner.
• Assisting in planning, directing, monitoring, organizing, assessing and/or controlling the resources of an organization.
• Demonstrated experience leading, managing, and coaching employees in a unionized setting.
• Delivering programs and services requiring an assessment of eligibility and applying rules, regulations and/or legislation
• Working with various computer applications: Microsoft Outlook, Excel, and Word; specialized databases, record-management, or case-management programs.
• Ability to lead staff, integrate teams and manage resources in a dynamic unionized environment.
• Ability to communicate effectively and tactfully both verbally and in writing.
• Ability to administer, interpret and apply acts, legislation, regulations and policies.
• Ability to build positive business relationships and achieve successful outcomes.
• Ability to influence staff, clients, and stakeholders to accept business changes.
• Ability to interpret performance metrics, then develop and implement plans to optimize service delivery performance.
• Ability to facilitate a resolution to a problem, issue, or event that is a source of conflict in an objective, value-free manner, remaining focused on outcomes while preserving positive working relationships.
• Ability to demonstrate flexibility, resilience, and leadership while working in a demanding, high-volume environment and balance competing priorities.

Nice To Haves

• Five (5) or more years of related experience.
• Experience developing and maintaining relationships with collaborators and community partners.
• Experience working in a Contact Centre, Social Service environment.
• Experience dealing with grievances and disciplinary meetings.
• Experience leading and coaching in a unionized environment.
• Applicants who self-identify as First Nations, Métis, Inuit, or a visible minority with the required combination of education and experience.

Responsibilities

• 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 initiates the 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 service needs 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.
• Engages with staff and motivates team members to inspire improved performance.
• Responsible for ensuring performance targets are consistently achieved.
• Provides ongoing coaching and feedback to team members to 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 the delivery of services.
• Reviews and evaluates the standards of practice, monitors program performance to determine 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 involve overseeing sub-projects and/or multiple delivery components (e.g. business process reviews, operations, customer service delivery, standard operating procedures, etc.).
• Consults across management teams to ensure consistency in implementing change and strategic direction.
• Provides expert advice and compliance, supporting and advising on interpreting and applying 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.

Benefits

• Work-life balance with a Monday to Friday work week.
• Participation in a Defined Benefit Public Service Pension Plan.
• Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
• On-the-job training with opportunities for ongoing learning and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree