Manager, Client and Case Management Services

BC Family Maintenance Agency (BCFMA) is a BC Crown agency which provides a free service available to families in British Columbia who are eligible to receive or pay family support. The Agency offers support that strengthens families so that they may achieve their full potential and secure the best possible future for their children. By putting people first, we ensure recipients receive the support payments to which they are entitled, contributing to financial stability and security for B.C. families.

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.
• 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 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.
• Other related duties as required.

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.

Security Screening

• A Criminal Records Check is required.

KNOWLEDGE, SKILLS AND ABILITIES

• Leading staff, integrating teams and managing resources in a dynamic unionized environment.
• Communicating effectively and tactfully both verbally and in writing.
• Administering, interpreting and applying acts, legislation, regulations, and policies.
• Building positive business relationships and achieving successful outcomes.
• Leads discipline and performance management of direct reports in a unionized setting.
• Motivates and engages with team member to inspire improved performance.
• Accountable for ensuring performance targets are met on a regular basis.
• Holding coaching conversations with team members as required.
• Influencing staff, clients, and stakeholders for the acceptance of business changes.
• Interpreting performance metrics, then developing and implementing plans to optimize service delivery performance.
• Facilitating 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.
• Demonstrating flexibility, resilience, and leadership while working in a demanding, high-volume environment; ability to balance competing priorities.

Experience must include all of the following:

• 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.
• Demonstrated experience leading, managing, and coaching employees in a unionized environment
• Assisting in planning, directing, monitoring, organizing, assessing and/or controlling of the resources of an organization.
• 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.

Preference may be given to candidates with the following:

• 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.

This position is located in our Burnaby office. The salary range for this position is $80,045 to $114,351 annually, commensurate with experience. 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.