Position Profile

Job Title:  East Manager - Access and Service Delivery

Work Unit:  Human Services / South Region / Access and Service Delivery

Ministry:  Alberta Community and Social Services

Competition Number:   1042601

Date:  May 2017

Position Summary


The Manager will report to the Regional Senior Manager and will have Supervisors reporting to them.

As a member of the Regional Management Team, the Manager provides operational leadership and direction in both regionally and provincially delivered programs, services, initiatives, and projects. The Manager supports the Senior Manager and the Region in the development and achievement of operational business plans including, strategy development, implementation plans, quality assurance and continuous improvement activities. The Manager ensures activities are aligned with Ministry and Region’s mandate, legislation, regulations, policies, and standards, as well ensures regional consistency.

Within Access and Service Delivery, the Manager is delegated and accountable for the oversight, direction, and integration of a multi-disciplinary team of supervisors and staff in the effective planning and utilization of resources (human, fiscal, and systems) to support the efficient delivery of programs and services.

The Manager is accountable for the provision of client facing services delivered through the Alberta Supports worksites within their region. The Manager ensures that Albertans seeking information on program and services delivered by the Ministry have the information they need and are able to access financial supports.

The Manager will work closely with other South Region Managers in the integration and development of an effective management structure. The ability to support cross bundle work will be critical. Defining linkages and effective transition methods across the lifespan approach.

Specific Accountabilities


Accountable for the leadership and management oversight of all Access and Service Delivery activities in the provision of assigned programs, services, and initiatives, ensuring appropriate supports/framework are in place to enable effective and seamless delivery mechanisms meet the holistic needs of Albertans. While the Director, ensures program delivery model is in alignment with ministry and regional strategies, goals and outcomes, the Manager is responsible for Service Delivery (ISD) model’s “come in” channel through the oversight of supporting activities.


  • Lead and manage teams of managers and staff responsible for the delivery of services within Access and Service Delivery.
  • Provision of information and referral services on all programs and services delivered by the Ministry and GOA.
  • Registration and intake of clients; the capture of tombstone information into electronic databases for ongoing specialized services eligibility, assessment, and case management.
  • The eligibility determination and ongoing delivery of income tested financial benefits including, but not limited to the following programs; Alberta Works Income Support and Assured Income for the Severely handicapped (AISH).

Accountable for front-line service delivery through teams within an assigned geographical area across the region who consult and work collaboratively with internal organization support services and resources ensuring:


  • Provincial policy and program direction is implemented resulting in integrated operational decisions within policy and legislative frameworks.
  • Policy conflicts of provincial significance are identified and recommendations are brought forward to the attention of the Senior Manager.

Accountable to maintain responsibilities as a delegated manager under delegated legislation for delivery of mandated programs and services.


Accountable to develop and maintain regional networks, linkages, and working groups to maintain the integrity of the Integrated Support Delivery model ensuring:


  • Cross regional networks within the “Come-in” channel ensure the experience of Albertans is consistent with all of the province’s Alberta Supports worksites.
  • Linkages and collaborative working relationships with other delivery arms (Integrated Case Management, Specialized Services and Support Services) ensure Albertans accessing ministry programs and services have a seamless transition.
  • Linages with non-regional divisions and community to ensure the quality of program information, referral, intake, and supports are provided in alignment with the provincial mandates, legislations, frameworks, and models.

Accountable for assisting in the management of Access and Delivery resource management requirements.


  • Oversight of a broad array of issues, ensuring timely and effective resolutions are implements.
  • Ensure the Access and Service Delivery administrative functions are delivered across program lines in an efficient and consistent manner in adherence to administrative and human resource policy, legislation, Collective Agreements, and Directives.
  • Oversight of human resources, ensuring resource allocations meet service requirements, program, and initiative needs on an ongoing and project basis.
  • Balancing community need/demand with budgeted resources.
  • Input into the procurement process related to the development of service provider contracts, ensuring insight, support, and feedback is provided in collaboration with the Support Service Senior Manager and Management team.

Knowledge / Experience / Competencies



In-depth knowledge of:

  • Current management and leadership theories including financial, human resource, and strategic planning theory and practice.
  • Relevant legislation governing the Alberta Public Service, Human Services programs and services, and other related Government programs and services.
  • The issues, practices, and management of the Integrated Service Delivery Model: Access and Service Delivery, Integrated Case Management, Specialized Service Delivery and Regional Support Services and the impact on Albertans and APS employees.
  • Detailed understanding of mandated programs.
  • In-depth knowledge of community and government resources.

Good understanding of:

  • The legislative frameworks, policies, and case management theory of the programs and services related to supporting unemployed and under-employed adults.
  • Human Resource management issues within a unionized environment.
  • Community resources, trends, strengths, and key stakeholders.
  • Project management theory and practice.


Demonstrated ability in:

  • Leadership of complex delivery programs across multiple sites within a large geographical area.
  • Relationship building, networking, influencing, and negotiating.
  • Exercising a high degree of independent and integrated decision making.
  • Dealing with urgent, politically sensitive and significant issues, issues management.
  • Working with Indigenous, multi-cultural agencies and communities.


(All leadership roles require demonstration of the leadership capabilities of judgement, political acumen, leadership and senior management)

  • Drive for results, strategic planning, creative problem solving, and develop networks.

Primary Relationships / Contacts

Clients Frequency Nature and Purpose of Contact

Regional Management Team, Regional ED, and regional staff, Cross Regional Leads, and divisional representatives from across the ministry

Regular and ongoing

  • To oversee the Access and Service Delivery, ensuring regional issues are communicated and Albertans accessing programs and services experience a seamless and consistent level of service across the province.
  • Develop extensive working relations between management staff across bundles to implement and maintain ISD.

Other ministries, municipal governments, Alberta Health Services, police services, First Nations, Metis, Inuit and urban aboriginal agencies, regional contracted service providers, or other organizations providing regional services such as non-profit organizations

As needed
  • To support the efficiencies in referrals, coordinated intake process, and provision of financial supports to meet Albertans' immediate needs.

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