Supervisor, Coordinated Informed Response

Summary of Duties:

Reporting to the Manager, Coordinated Informed Response, the Supervisor is responsible for supervising the day to day activities of Coordinated Informed Response (CIR) for the City of London; directing and assigning staff and contractors working in the program and providing operational expertise to the Division for continuous and effective service delivery.

Work Performed:

• Direct the coordinated response team, including appropriate cleanup completion, call response, incident documentation, and stakeholder notification.
• Supervise assigned staff, develop schedules, assign and monitor work. Initiate action regarding conduct matters, as required, and support confidential labour relations matters, as appropriate.
• In conjunction with the Manager, Coordinated Informed Response, provide direction to assigned staff and contractors in completion of duties.
• Work/liaise with City of London staff on confidential and sensitive matters; liaise with London Police Services on sensitive/confidential/criminal matters as required.
• Maintain current knowledge of all legislation, policies, procedures, directives and guidelines surrounding homelessness (e.g., Trespass to Property Act)
• Promote the development of a culture of customer service within the Coordinated Informed Response program and the advancement of ethics, fairness and compassion when dealing with members of the public, particularly vulnerable populations.
• Schedule and lead regular meetings with staff working in the Coordinated Informed Response program.
• Oversee specialized teams to support Homeless Prevention initiatives as it relates to coordinated response.
• Regularly review and create schedule, assign follow up tasks to Coordinated Informed Response staff, as required.
• Schedule regular meetings with community partners to develop effective relationships in collaboration to the Manager, Coordinated Informed Response.
• Attend meetings as required.
• Create, review, and edit CIR Standard Operating Procedures.
• Access, search and enter information to related databases such as Homeless Individuals and Family Information Systems (HIFIS) and Customer Relationship Management (CRM), with exposure to confidential and personally sensitive information.
• Track daily, monthly, and annual metrics for calls to CIR and CRM and provide reports as required.
• Assist the Manager, Coordinated Informed Response, as requested and perform related duties as assigned.

Skills and Abilities:

• Demonstrated sensitivity to and understanding of various social issues, including poverty, addiction, mental health and homelessness.
• Highly developed interpersonal and customer service skills, including conflict resolution, problem solving, decision making and situational assessment.
• Ability to effectively supervise and coach staff.
• Well-developed organizational and decision-making skills.
• Ability to liaise effectively with Police and Fire Services and other governmental agencies and staff.
• Knowledge of relevant legislation, statutes, by-laws and practices including the Criminal Code, Trespass to Property Act, various municipal, parking and enforcement by-laws, building and safety standards.
• Excellent verbal and written communication skills with the ability to respond to staff and the public in a courteous and effective manner.
• Demonstrated experience working with a computer and the ability to utilize a variety of software, e.g. Microsoft Word and Excel, divisional databases, etc.
• Ability to compile accurate information and prepare effective reports and correspondence.

Qualifications:

• Undergraduate Degree or College Diploma with a focus in municipal law enforcement, social services and security administration.
• Minimum of 3 years’ experience supervising staff is required.
• Three to five (3-5) years of relevant experience working in enforcement or a human services environment is preferred.
• Current Class G Driver’s Licence.

Compensation & Other Information:

$77,276 - $100,843

This posting is for one (1) temporary full-time up to 2 years position.

Current hours of Work: Rotating shifts from 7:00am – 5:00pm, Monday-Saturday. 4 x 10 hour shifts.

Work Arrangement: Onsite. Subject to change in accordance with business requirements.

These hours of work and work arrangements are subject to change in accordance with business requirements.

Police Record Check

The successful candidate will be required to complete a Vulnerable Sector Check.