Job Title

What Youll Do As an employee with Fedcap Canada, the Senior Service Delivery Specialist (SDS) plays a key role in supporting and managing a designated portfolio of 812 Employment Service Provider (SP) sites across a defined catchment area, including HaldimandNorfolk, Niagara Peninsula, Hamilton, and Halton regions. This role ensures that each SP meets performance benchmarks, complies with contractual obligations, and continuously improves the jobseeker experience and economic wellbeing. The Senior SDS collaborates with internal teams and external stakeholders to track performance, manage risks, and build provider capacity. This is a handson, datadriven role that requires strong relationship management, excellent organizational skills, and a commitment to providing equitable employment services. Supervisory Leadership & Accountability (Key KPIs) The Service Delivery Specialist is accountable for providing direct leadership and oversight to a team of Employment Counsellors, ensuring alignment with Fedcap Canadas performance expectations and service standards. Lead, coach, and support three (3) Employment Counsellors, providing ongoing guidance, performance feedback, and workload prioritization to ensure effective service delivery. Ensure the Employment Counsellor team consistently achieves Fedcap Canadas KPIs, including employment outcomes, retention milestones, service quality, and data integrity. Conduct regular oneonone meetings with Employment Counsellors to review performance data, address barriers, and implement corrective or improvement strategies as required. Monitor team performance trends and proactively identify risks to KPI achievement, escalating issues and implementing mitigation plans in a timely manner. Support onboarding, training, and continuous development of Employment Counsellors, ensuring staff are fully trained on Business Process Guide (BPG), Finance Guide, FedcapCARES, reporting requirements, and program expectations. Performance Monitoring & Support Oversee 812 SP sites, conducting a minimum of 1 formal performance meeting per site monthly. Lead the development of Service Provider Improvement Plans (SPIPs) for 100% of underperforming sites, with quarterly progress reviews. Ensure 90% of SPs meet or exceed monthly KPIs, including volume, job starts, inclusion groups, and jobseeker inwork support (retention). Submit quarterly contract performance reports for each assigned provider within five business days of the due date. Maintain uptodate knowledge of all changes to the BPG, Finance Guide, FedcapCARES, and new programs and Fedcaps priorities; provide guidance and support to Service Providers in understanding and implementing these updates. Compliance & Risk Management Conduct a minimum of 1 site visit per SP per quarter to monitor the Health and Safety of the site. Ensure that for each service provider, a Provider Verification Template (PVT) is completed within 4 weeks of onboarding and updated within 4 weeks of any new legislation. Ensure that 100% compliance documentation is auditready, with a digital file maintained and updated monthly. Respond to all SPrelated issues and complaints within 2 business days, with resolution or escalation within 5 days. Capacity Building Facilitate/ coordinate 3 provider learning sessions or community practice events per quarter, with attendance tracked and impact measured via feedback forms. Identify and implement at least 3 targeted capacitybuilding supports per SP per year, based on performance data or identified needs. Support onboarding for any new SPs, completing initial compliance, onboarding checklist, and first performance plan within 30 business days of site activation. Lead a minimum of 1 strategic initiative annually that aligns with organizational priorities and contributes to service innovation, capacity building, or improved client outcomes. Act as a subjectmatter expert in one or more key areas aligned with Fedcaps strategic direction to strengthen network performance and meet organizational goals. Administrative & Data Management Analyze weekly Power BI dashboards and Service Provider performance reports to identify trends and submit monthly performance briefs to the SP Manager and Fedcap GM. Analyze weekly FedcapCARES reports and review them with SP Managers. Analyze the monthly Jobstat report and act accordingly. Maintain an internal activity tracker with 100% accuracy, logging meetings, actions, followups, and outcomes. Submit ad hoc reports or Ministryrequested documents within 2 business days of request. Collaboration & Stakeholder Engagement Represent Fedcap Canada with SP leadership and community partners, maintaining regular contact. Collaborate with external partners to support at least 5 crossagency initiatives or referral partnerships per year. Participate in monthly alignment meetings with internal Fedcap teams to ensure consistent communication and priorities across catchments. Youre a Great Fit for This Role If You Have: Minimum 5 years of experience in employment services, contract management, or performance oversight. Experience managing publicly funded programs or provider networks under performancebased contracts. A bachelor''''s degree in social work, Education, Public Administration, or related field; master''''s preferred or equivalent experience. Strong understanding of labour market trends, jobseeker barriers to employment, and Employment Ontario transformation goals. The ability to pass a Criminal Record Check. Compensation $82,000 $110,000 (CAD) Who We Are Fedcap Canada is a leader in providing customised support for individualsparticularly those facing barriers to employment, including people with disabilitiesas they progress toward sustainable work and longterm economic stability. Our mission is to strengthen local capacity, amplify promising practices already in place, and drive measurable outcomes for communities across Canada. Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process. Accessibility & Accommodations Fedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard. Please inform the recruiter if you require accommodation, including accessible formats or adjustments during interviews. #J-18808-Ljbffr