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 Victoria office.
The Manager, Client and Case Management Services reports to the Director, Client Services and Operations. This position identifies the necessary resources for achieving operational objectives and issues and manages and monitors operational effectiveness. The manager is responsible for the leadership and oversight of a results-oriented client services team, through adequate 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 the case management program and client service performance. They have direct experience dealing with labour relations issues 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, 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 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.
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.
Experience:
- 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.
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.
KNOWLEDGE, SKILLS, AND ABILITIES
- 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.
ADDITIONAL INFORMATION
- A Criminal Record Check is required.
Why work at BCFMA
- An opportunity to be part of an inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
- 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.
You say you want a career where you can make a difference - don’t delay and apply today!
The salary range for this position is $82,046 to $117,210 annually, commensurate with experience. Candidates must be a Canadian citizen or permanent resident to apply for this full-time opportunity. Applicants must be residing in British Columbia at the time employment commences and located within a reasonable commuting distance from the work location. This is an office-based role which requires on-site attendance. This position is excluded from Union membership.
The content and/or format of your application may be evaluated as part of the assessment process. Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.
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.
INDIGENOUS RELATIONS BEHAVIORAL COMPETENCIES
Building a Trust-Based Relationship requires a fundamental understanding that "relationship" is the foundation from which all activities happen and that building a good relationship takes time and commitment. It is a willingness to build a personal relationship in addition to a professional one, participating in open exchanges of experiences and culture. It requires a genuine, non-controlling approach and relies upon demonstrated integrity and transparency. Building a trust-based relationship requires a high level of consciousness of the experience of Indigenous people with Crown relations. It assumes that strengths abound in Indigenous people, cultures and communities.
Cultural Agility is the ability to work respectfully, knowledgeably and effectively with Indigenous people. It is noticing and readily adapting to cultural uniqueness in order to create a sense of safety for all. It is openness to unfamiliar experiences, transforming feelings of nervousness or anxiety into curiosity and appreciation. It is examining one’s own culture and worldview and the culture of BCFMA, and to notice their commonalities and distinctions with Indigenous cultures and worldviews. It is recognition of the ways that personal and professional values may conflict or align with those of Indigenous people. It is the capacity to relate to or allow for differing cultural perspectives and being willing to experience a personal shift in perspective.
BEHAVIORAL COMPETENCIES
Change Management is the ability to support a change initiative that has been mandated within the organization. It involves helping the organization’s members understand what the change means to them and providing the ongoing guidance and support that will maintain enthusiasm and commitment to the change process.
Decision Making uses sound judgment in making timely and reasonable decisions; able to make thoughtful decisions under conditions of uncertainty.
Holding People Accountable involves setting high standards of performance and holding team members, other government jurisdictions, outside contractors, industry agencies, etc., accountable for results and actions.
Leadership implies a desire to lead others, including diverse teams. Leadership is generally, but not always, demonstrated from a position of formal authority. The "team" here should be understood broadly as any group with which the person interacts regularly.
Planning, Organizing and Coordinating involves proactively planning, establishing priorities and allocating resources. It is expressed by developing and implementing increasingly complex plans. It also involves monitoring and adjusting work to accomplish goals and deliver to the organization's mandate.
Problem Solving and Judgement is the ability to analyze problems systematically, organize information, identify key factors, identify underlying causes and generate solutions.
Relationship Building is working to build or maintain ethical relationships or networks or contacts with people who are, or may be, potentially helpful in achieving work-related goals and establishing advantages. These people may include customers, clients, counterparts, colleagues, etc.
Results Orientation is a concern for surpassing a standard of excellence. The standard may be one’s own past performance (striving for improvement); an objective measure (achievement orientation); challenging goals that one has set; or even improving or surpassing what has already been done (continuous improvement). Thus, a unique accomplishment also indicates a Results Orientation.
Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.), co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one's efforts on discovering and meeting the needs of the customer/client.
Teamwork and Co-operation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.
We would like to thank all candidates for their interest, however only those being considered for this role will be contacted.
