Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
Job ID #31072: Supervisor, Accessible Transportation Services
Union: Non-Union
Job Description ID #: A13581
Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on May 21, 2025.
Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
SUMMARY OF DUTIES
Reporting to and working closely with the Manager, Accessible Transportation Services, the Supervisor, Accessible Transportation Services (ATS) is responsible
for the direct daily supervision of unionized ATS customer care staff.
Additionally, the Supervisor ensures quality customer service to internal and external
customers and adheres to reporting deadlines and records management as required by corporate policies and
provincial legislation.
General Duties
Provides
day
to
day
supervision
to ATS customer
care
representatives,
which
includes
recruitment,
scheduling,
deployment, attendance,
and
performance
management.
Responds to complaints and enquiries in a timely and professional manner by investigating, evaluating and
implementing solutions while employing tact, empathy and professionalism in dealing with customers with disabilities in a diverse environment that
includes
multi-racial,
multi-ethnic,
multi-lingual,
and
multi-religious
families
and
staff.
Ensures a consistent quality service approach within the work area to ensure the highest level of client satisfaction as well as promote opportunities and alignment with other service channels such as the web, call centre, other departments, governments, agencies and/or stakeholders.
Actively participates in problem resolution for service delivery to meet customer requirements and/or solve customer problems in a respectful, courageous, empathetic, just, and ethical manner.
Ensures consistency of an evidence-based approach among customer care representatives responsible for processing applications for specialized transit and serves as a resource for to support the team on questions of eligibility, consent, privacy and record management.
Develops an annual operational work plan for the unit.
Maintains relationships with key internal and external stakeholders, including local agencies and facilities that provide support to ATS customers.
Responsible for the performance management of ATS customer care staff including motivation and supervision, interviewing, hiring, orientation, training, scheduling, disciplining, performance evaluations, and appropriate handling of confidential matters. Monitors and evaluates employee performance and provides support and coaching for staff development.
Responsible for the monitoring of attendance. Leads level 1 and 2 ASP meetings. Continues to provide support at level 2 and 3 ASP meetings.
Provides
input
on
the
development
and
evolutions
of
performance
standards
ensuring
identified
outcomes
are
met.
Develops, recommends and implements performance standards, policies and procedures related to customer
service and business processes in the Accessible Transportation Services business office, which promote efficiency and a quality
service
approach
to ensure
the highest
level
of
customer
satisfaction.
Prepares reports and presentations on activities and results relating to the Accessible Transportation Services business office
functions; meets
scheduled
financial
reporting
deadlines
as
set
out
by
corporate policies
and
provincial
legislation.
Works closely with specialized services contractor operations and scheduling, supervisors and staff, ensuring a seamless process for customers, including in complaint and incident management.
Works closely with corporate finance staff to ensure accuracy of monthly transactions.
Liaises with internal and external technical resources to ensure ATS customer service database software is optimized and functional.
Co-ordinates and prepares reports for City Council related to the functions of the Accessible Transportation Services section.
Participates in the development and implementation of recommended strategies related to the education and promotion of the City’s Specialized Transit services and actively works with other customer experience staff who are responsible for promoting Conventional Transit programs and services.
Co-ordinates necessary staff training ensuring compliance to relevant City policy and legislative requirements.
Works in accordance with and ensures that ATS Customer Care Representatives work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety as well as AODA.
Required to work during labour disputes or other work stoppages and to perform a variety of added duties during these events.
Performs other duties as assigned which are directly related to the responsibilities of the position i.e. research, project
coordination, etc.
Qualifications
- Thorough
understanding
of
best
practices
in
administrative
and
customer
service
support of persons with both visible and invisible disabilities, normally
acquired by the completion of a University degree or Community college diploma in human services, psychology, sociology, disability studies, social services, health career
related discipline and/or
a combination of
academic
education and progressive experience in one of
these
fields.
- Demonstrated knowledge and understanding of evidence-based decision-making and functional determinations of eligibility for services as they relate to specialized transit.
- Specialized
training/education
in
supervisory
practices
and/or
experience
in
a
supervisory
role in an
administrative or similar office environment with demonstrated experience managing a unionized staff in a
fast-paced,
deadline-driven,
customer service
environment.
- Must possess and demonstrate key supervisory attributes including effective leadership, coaching, team
building, interpersonal, communication, presentation, confidentiality, organizational, project management,
conflict resolution and time management skills as well as a commitment to promote and support team
accomplishments
within
the Accessible Transportation Services office
and
the
broader
Transit
Division.
- Excellent
knowledge
of
Microsoft
Office
programs
(Microsoft
Outlook,
Word,
Excel,
PowerPoint). Must have knowledge of forms development in both MS Word and Adobe, with understanding of WCAG compliance requirements for online resources. Must have an intermediate
knowledge of and experience with Excel, sufficient to manipulate data and create basic reports in
presentation
format
using
Excel
functionality
such
as
sorting
and
formatting.
- Knowledge of Trapeze and Streets software would be considered an asset.
- Thorough understanding of corporate policies, collective agreements, grievance procedures, mediation,
attendance support
and
management,
performance
management,
and dispute
resolution.
- Thorough knowledge and understanding of statutes, regulations and by-laws affecting the department/ section, including the Accessibility for Ontarians with Disabilities Act and its regulations.
- Demonstrated knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to this position.
- Excellent verbal
and
written
communication
skills,
including
the
ability to
make
formal
training
and
program performance presentations.
- Effective interpersonal skills, especially with customers that may be under considerable stress. Ability to
mediate
conflict
amongst
a
diverse
range
of
interests
and
opinions.
- Previous
experience,
or
an
understanding
of
specialized transit,
would
be
an
asset.
- Extensive experience with performance management of multidisciplinary staff including motivation and
supervision, interviewing, hiring, orientation, training, scheduling, disciplining, performance evaluations, and
confidential
matters.
- The ability to work flexible hours to meet operational needs.
- Valid
Class
G
drivers
license
and
access
to
a
personal
vehicle
are
required
for
use
on
the
job.
Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
