Assistant Site Manager, Employment Services

This is a full-time management position scheduled to work 35 hours per week. This is a fully on-site position with no remote or hybrid options, due to funder and role requirements.

Position Summary

The Assistant Site Manager, Employment Services supports the Site Manager and/or Regional Site Manager in the day‑to‑day operation, performance oversight, and quality assurance of a high‑performing COSTI employment services site.

This role is responsible for ensuring that frontline teams deliver consistent, high‑quality, client‑centered services in alignment with COSTI’s service standards, contractual obligations, and funder‑defined performance targets. Given the operational, supervisory, and compliance‑driven nature of the role, the Assistant Site Manager is required to work full‑time, on‑site at a COSTI facility.

A consistent on‑site presence is essential to provide hands‑on supervision, real‑time coaching, staff support, quality assurance monitoring, and direct oversight of service delivery and data integrity. In‑person leadership is also required to meet funder and program requirements related to service verification, audit readiness, client experience, and performance accountability.

Remote or hybrid work arrangements are not permitted for this position due to funder requirements, program design, and COSTI’s operational needs. The Assistant Site Manager plays a critical role in reinforcing service standards, ensuring accurate and timely reporting, and supporting a culture of accountability, continuous improvement, and compliance within a live service delivery environment.

Regular, reliable, and punctual on-site attendance is an essential requirement of this role. The Assistant Site Manager is expected to work a consistent weekly schedule aligned with site operating hours to ensure continuous leadership coverage for frontline staff and clients. Changes to scheduled hours or shifts are subject to operational requirements and require prior management approval.

Element

Description

Job Title

Assistant Site Manager

Function

Operational Coordination, Performance Monitoring, Staff Coaching and Supervision, Quality Assurance

Reports To

Regional Site Manager/Site Manager

Purpose

To support the effective day-to-day operation of the site by overseeing service delivery, coaching staff, and ensuring performance targets, quality standards, and client outcomes are consistently achieved.

Key Contribution

Supports consistent achievement of service targets by coaching and monitoring staff performance, while ensuring strong data integrity, compliance, and service quality standards.

KEY RESPONSIBILITIES

Day-to-Day Operations & Service Coordination

• Coordinate daily service delivery across all employment service roles
• Monitor client flow and ensure efficient progression across intake, assessment, placement, and retention
• Address operational issues promptly to maintain service continuity
• Determine caseload backlog and reassign duties to front-line staff to address backlogs proactively
• Oversee the scheduling of jobseeker and employer events using the group meeting space 

Service Coordination and Daily Operations

• Coordinate daily service delivery activities to ensure efficient client flow and timely progression through services.
• Monitor service volumes and adjust scheduling or resource allocation to meet operational demands.
• Address operational issues in real time to maintain service continuity and client satisfaction.
• Provides backup support for live coaching delivery and client-facing duties dependent upon needs and caseload backlogs.

Caseload Management and Service Integration

• Assess weekly caseloads and reallocate front-line staff to proactively address backlogs
• Provide backup support across the intake-to-retention continuum, as required by caseload demands, to ensure service continuity and program outcomes, within the scope of the role.

Data Management & Reporting

• Ensure timely and accurate data entry across all systems
• Compile, analyze, and report on service activity, performance metrics, and outcomes
• Ensure data accuracy in all databases including the EO systems (e.g. CaMS), and Client Information System (CIS), and CAT.
• Support preparation of monthly, quarterly and annual statistical and narrative reports
• Prepare funder monthly reports for approval of the Site Manager or Regional Site Manager such as: WCG Services Employment-Related Financial Supports (ERFS) and Outcome (PBF) Claims, as well as other funder-required reports and claims as applicable

Quality Assurance and Compliance

• Conduct reviews and audits to ensure compliance with program guidelines and performance reporting standards.
• Ensure accurate and timely data entry across all required systems.
• Follow up with staff to address documentation gaps and ensure corrective actions are implemented
• Share best practices with the Site Manager or Regional Site Manager and peers.

Staff Supervision and Coaching

• Provide day-to-day supervision and coaching to staff to support effective case management, group coaching session delivery, and service quality.
• Reinforce expectations related to documentation, customer service, and performance targets.
• Implement the Performance Monitoring and Accountability Framework (PMAF) and lead structured, supportive performance touchpoints, including daily check-ins, weekly reviews, monthly and quarterly performance meetings, and an annual shared‑learning event.
• Support staff in developing skills and competencies required for their roles.
• Reinforce expectations related to customer service, professionalism and accountability.
• Provides backup support for assistant management, live coaching delivery and client-facing duties dependent upon needs and caseload backlogs.

Performance Monitoring

• Track individual and team performance against established targets and identify areas requiring improvement.
• Review daily end-of-day performance reports from all front-line staff to ensure they are on track and to prioritize next day performance coaching meetings
• Lead weekly performance discussions with the Site Manager or Regional Site Manager
• Prepares monthly performance narrative report as per the performance accountability meeting framework
• Contribute to broader performance review processes.
• Identify performance gaps and support implementation of corrective actions for individual staff and for the program
• Ensure staff meet service targets related to intake, group coaching sessions, placements, and retention.
• Analyze performance data to identify trends, gaps, and opportunities for improvement, and implement corrective actions as required.
• Support implementation of performance improvement strategies as directed by the Site Manager or Regional Site Manager
• Prepares narrative reports by tabulating, compiling, verifying, and statistical data for monthly, quarterly and annual program performance meetings.
• Participate in performance accountability by adhering to the requirements outlined in the performance accountability meeting framework as follows

Performance Accountability Meeting Framework

Meeting Type

Purpose

Assistant Site Manager Function

Daily Operational Coaching Meetings

Review client outcomes, service delivery activities, and immediate operational issues with staff.

• Review end-of-day performance reports from all front-line staff
• Establish next day follow up performance meetings
• Lead daily operational coaching meetings with front-line staff, review caseload activity and service delivery against targets, address immediate performance or service issues, and provide real-time direction to ensure daily service expectations are met.

Weekly Program Performance Meetings

Review program metrics, client outcomes, service volumes, and operational trends.

• Prepare and review weekly performance data for the review of the Site Manager or Regional Site Manager
• Lead discussions with staff on performance results, identify gaps in service delivery or outcomes, and implement corrective actions to address underperformance and support target achievement.

Monthly 3P Meetings (Program Performance and Progress)

Review program outcomes, placement performance, and improvement opportunities.

• Compile and present monthly performance summaries, including service volumes, employment outcomes, and staff performance, highlight operational challenges, and ensure follow-up actions are clearly assigned and implemented.
• Provide narrative summary report to the Site Manager or Regional Site Manager consolidating current performance analysis, recommendations and actions to improve performance, and share best practices.

Quarterly Strategic Program Reviews

Evaluate program performance trends and identify required operational improvements.

• Support the preparation of quarterly performance data, identify operational trends, risks, and service delivery challenges, and provide detailed input on required improvements and adjustments to service delivery practices.

Semi-Annual Learning Forums

Facilitate organization-wide learning and program improvement discussions.

• Contribute operational insights, identify recurring service delivery challenges, and support the implementation of best practices and improvements across the team.

Strategic Review

Support strategic planning informed by program performance and outcomes.

• Draft and submit a narrative report summarizing service delivery challenges, and achievements, performance trends, and staffing considerations, and learning initiatives.

Office Coordination

• Oversee the day-to-day upkeep, organization, and presentation of the office environment to ensure a clean, professional, and welcoming space for clients, staff, and visitors.
• Coordinate the procurement and management of office supplies and resources, ensuring availability and maintaining the overall functionality and appearance of the site.

Customer Service & Client Experience

• Promote a strong client-centered service approach across the team and a welcoming environment for all guests
• Monitor client interactions and service quality
• Address client concerns and support resolution of service issues

Employer & Community Support

• Support employer engagement activities, including site visits and relationship management
• Assist in coordination of events, job fairs, and outreach initiatives
• Maintain communication with community partners

Program Administration & Financial Processes

• Support administration of training supports, applications, and claims
• Monitor program metrics and support financial tracking processes

Learning & Continuous Improvement

• Support staff participation in training, learning sessions, and professional development
• In collaboration with management, coordinate staff training and learning sessions
• Promote continuous improvement through feedback, coaching, and process enhancements

QUALIFICATIONS

Education

• Post-secondary diploma or degree in Social Services, Business Administration, Workforce Development, or related field
• Training in supervision, coaching, or performance management is an asset
• Coursework or certification in data analysis, reporting, or program evaluation is an asset

Professional Experience

• 3+ years of experience in employment services or a related field
• 1–2+ years of supervisory or team leadership experience, preferably in a unionized environment
• Experience coordinating service delivery, managing caseloads, and supporting frontline staff performance
• Experience monitoring program activity, service quality, and compliance requirements 

Data Analytics, Reporting, and Insights

• Experience tracking and analyzing service volumes, client outcomes, and performance metrics
• Ability to compile, interpret, and present data to support daily, weekly, and monthly performance management
• Experience identifying performance gaps and supporting corrective actions based on data insights
• Ability to contribute to narrative and statistical reporting for program performance reviews 

Technology and Data Tools

• Proficiency in Microsoft Excel, including data tracking, basic analysis, and reporting
• Experience with client management systems (e.g., CaseFLO, CaMS) and databases
• Familiarity with reporting tools and dashboards (e.g., Power BI – asset)
• Ability to ensure data accuracy, integrity, and timely data entry across systems 

Equity, Inclusion, and Client-Centered Practice

• Demonstrated cultural competency and deep understanding of newcomer, equity-deserving, and multi-barrier client populations
• Ability to ensure services are inclusive, accessible, and responsive to diverse client needs
• Experience embedding client-centered and equitable service practices into team supervision and service delivery

Additional Requirements

• Valid driver’s license and access to a reliable vehicle
• Ability and willingness to travel frequently to multiple sites, workshops, meetings, and events as required
• Ability to work full-time (35 hours per week), fully on-site at an assigned COSTI location during scheduled operating hours, with consistent and reliable attendance; remote or hybrid work arrangements are not available for this position

REQUIRED SOFT SKILLS & CORE COMPETENCIES 

Required Soft Skills

• Demonstrated people‑centred leadership and coaching skills, with the ability to support, motivate, and develop staff in a unionized, service‑driven environment.
• Strong interpersonal and communication skills, with the ability to engage effectively with staff, clients, union representatives, employers, community partners, and funders.
• Sound judgment and problem‑solving skills, with the ability to navigate complex situations, balance competing priorities, and make decisions aligned with organizational values and funder requirements.
• Collaborative and relationship‑focused approach, with a proven ability to build trust, foster teamwork, and work effectively across programs and with external stakeholders.
• Excellent organizational and time‑management skills, with the ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
• Strong attention to detail and accountability, including the ability to support service quality, compliance, documentation, and reporting requirements.
• Adaptability and resilience, with the ability to respond constructively to change and evolving program or funding requirements.
• Demonstrated cultural humility and equity‑informed practice, with an understanding of barriers faced by diverse jobseekers and a commitment to inclusive service delivery.
• High level of professionalism, discretion, and integrity, including the ability to handle sensitive information confidentially.
• Results‑oriented mindset, with the ability to support performance measurement, continuous improvement, and data‑informed decision‑making.

Core Competencies

• Service Delivery Coordination & Client Flow Management
  Ensures efficient day-to-day service delivery across intake, assessment, placement, and retention by coordinating staff activities and managing client flow.
• Staff Coaching & Frontline Performance Support
  Provides hands-on coaching and supervision to staff, reinforcing expectations for service quality, documentation, and client-centered delivery.
• Performance Monitoring & Target Achievement
  Tracks daily and weekly performance metrics, identifies gaps, and implements corrective actions to ensure service targets are consistently met.
• Quality Assurance & Data Integrity
  Conducts file reviews, audits, and monitoring activities to ensure compliance with program standards, accurate data entry, and audit readiness.
• Operational Problem Solving & Service Continuity
  Addresses real-time operational issues, reallocates resources, and supports backlog management to maintain uninterrupted service delivery.
• Client Experience & Customer Service Excellence
  Promotes a welcoming, inclusive, and responsive service environment and supports resolution of client service concerns.
• Reporting & Performance Analysis
  Compiles, analyzes, and reports on service volumes, outcomes, and staff performance to inform operational improvements.
• Team Collaboration & Service Integration
  Works closely with site leadership and frontline teams to ensure integrated, seamless service delivery across all functions.
• Client-Service Orientation
  Delivers respectful, empathetic, responsive, and high-quality service to participants, employers, and partners.
• Individualized, Person-Centred Support
  Provides custom-tailored, flexible, one-on-one support tailored to each participant’s goals, strengths, and barriers.
• Participant- and Employer-Centred Employment Success
  Builds strong participant and employer relationships to support quality job matches and successful employment outcomes.
• Responsive, Equitable, and Solutions-Focused Service Delivery
  Applies fairness, sound judgment, and practical problem-solving to deliver consistent, accountable, participant-centred service.
• Welcoming, Engaging, and Uplifting Service Experience
  Creates a friendly, inclusive, and motivating environment that builds trust and encourages participant engagement.
• Whole-Person, Integrated Service Navigation
  Connects and integrates services to support the full range of participant needs and enable sustainable employment outcomes.

LOCATION AND SALARY INFORMATION

LOCATION:               

6750 Winston Churchill Blvd, Mississauga (1 vacancy)

3100 Rutherford Road, Vaughan (1 vacancy)

1885 Weston Road, Toronto (1 vacancy)

10 Gilingham Drive, Brampton (1 vacancy)

1700 Wilson Avenue, Sheridan Mall, Toronto (1 vacancy)