Manager, Service Delivery (Disability Services)

Job summary

Oversee day-to-day disability services to ensure person-centered, compliant delivery aligned with service agreements, contracts, organizational policies, and CET standards. Support budgeting, staffing and staff development, service planning and documentation, incident follow-up, reporting, and continuous quality improvement in consultation with the Assistant Director.

Job details

Organization Overview: YWCA Edmonton is a powerful voice for equity and has been leading social change and progress for women, families, and gender-diverse individuals in the capital region since 1907. Part of an international movement, YWCA Edmonton is a trusted provider of services, programs and advocacy work that transforms lives and helps build a stronger, healthier, and equitable community for all. We provide education and services to thousands every year through leadership programs, counselling, outdoor education, healing retreats and supporting people with disabilities. Job Summary: The Manager, Service Delivery will work closely with the Assistant Director, Disability Servies to administer service delivery related to Individual Service Plans (ISP), contracts, and Service Agreements. This individual will have a person-centered approach to their work while demonstrating proficiency in skills including problem-solving, decisiveness, time management, and conflict resolution. They will be effective communicators with strong interpersonal skills, and a demonstrated understanding of professional boundaries. Hours of Work: This is a full-time position working 37.5 hours per week and is community-based and involves regular travel to homes in Edmonton and/or the surrounding area. Flexibility in work hours to meet the needs of the caseload and may include evenings and weekends. Responsibilities: This role oversees the day-to-day delivery of Disability Services, ensuring programs are person-centred, compliant, and aligned with service agreements, contracts, organizational policies, and Creating Excellence Together (CET) standards. Working closely with the Assistant Director, the position supports budget planning and monitoring, staff recruitment, training, supervision, performance management, and professional development of Service Coordinators and direct service personnel. The role also supports the development and implementation of ISPs, service contracts, service proposals, documentation, reporting processes, and continuous quality improvement initiatives, while helping to manage incident reporting and follow-up actions. Additionally, the position reviews departmental correspondence as required, contributes to decisions regarding departmental practices and procedures, and consults with the Assistant Director on matters involving budget, policy or program modifications, staffing, etc. Qualifications Required: Preferred post-secondary degree in Social Services. Minimum of 5 years’ experience with Individuals who have physical and/or developmental disabilities. Demonstrated 3 years supervisory experience managing a diverse team. Experience and knowledge in service planning. Experience in group facilitation. Effective problem solving and crisis management skills. Current Intervention Record Check and Criminal Record Check, with vulnerable sector. Valid class 5 Alberta driver’s license & abstract. $2 million in professional liability Insurance (if applicable). For more detailed information on this role or apply, please visit our website: https://ywcaofedmonton.org/careers/

What you’ll do

Oversee day-to-day disability services to ensure person-centered, compliant delivery aligned with service agreements, contracts, organizational policies, and CET standards. Support budgeting, staffing and staff development, service planning and documentation, incident follow-up, reporting, and continuous quality improvement in consultation with the Assistant Director.

Requirements

A post-secondary degree in Social Services is preferred, along with at least five years of experience supporting people with physical and/or developmental disabilities and three years of supervisory experience managing a diverse team. Candidates should have service-planning and group-facilitation experience, strong problem-solving and crisis-management skills, current criminal and intervention record checks including a vulnerable sector check, a valid Alberta Class 5 driver's licence and abstract, and $2 million in professional liability insurance if applicable.

Listed skills

• Time management · Preferred
• Problem solving · Preferred
• Group Facilitation · Preferred
• Quality Improvement · Preferred
• Communication · Preferred
• crisis management · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Person-Centered Service Delivery
• Service Planning
• Individual Service Plans
• Budget Planning and Monitoring
• Staff Recruitment
• Staff Training and Supervision
• Performance Management
• Professional Development
• Problem-Solving
• Crisis Management
• Conflict Resolution
• Group Facilitation
• Incident Reporting
• Quality Improvement
• Communication
• Time Management

Job areas

• Social Services
• Management & Leadership
• Healthcare
• Human Resources