Role Responsibilities

Reporting to the Disability Income Assistance Team Lead. The CSD Supervisor-AISH, provides operational leadership to a team of Assessors in the Disability Income Assistance Processing Centre ensuring timely, accurate, and consistent service delivery in a high-volume environment. The role is responsible for overseeing Disability Income Assistance application processing activities, supporting staff in making general eligibility determinations, monitoring service standards, and ensuring compliance with legislation, policy, and business processes. Through quality assurance, coaching, and continuous improvement initiatives, the Supervisor promotes service excellence and timely outcomes for Albertans.

Key Responsibilities:

• Lead and oversee application processing and contact centre operations to ensure service standards are achieved.
• Provide leadership, coaching, and technical guidance to Assessors.
• Monitor workload distribution, performance, and operational priorities in a high-volume, time-sensitive environment.
• Conduct quality assurance reviews and file audits to ensure compliance with legislation, policy, procedures, and business practice.
• Support accurate and consistent eligibility determinations and decision-making.
• Resolve complex client issues or escalations.
• Identify opportunities for continuous improvement and implement process enhancements.
• Ensure applicants are treated fairly, consistently, and equitably throughout the application process.
• Collaborate with internal stakeholders to support program objectives and service delivery outcomes.

The is provided for Further details on this position.

APS Competencies

Qualifications

High school diploma and four years of related experience.

Equivalency: Directly related experience or education considered on the basis of one year of experience for one year of education or one year of education for one year of experience.

Preference will be given to candidates with supervisory experience.

Assets:

• Experience working in a contact centre.
• Experience working with the Income Support or AISH program.
• Possess an in-depth knowledge of all applicable legislation, regulations, policies, criteria, guidelines, processes and procedures for assessing Disability Income Assistance applications for completeness and general eligibility.
• Working knowledge of department resources, programs and services.
• Advanced verbal and written communication skills are required to clarify facts, explained policies/legislation, direct client to the most appropriate course of action.
• Well developed organizational skills, time management and leadership skills including team building, motivation and influencing.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

• This position may be eligible for remote work within the Edmonton area; however, employees will be required to attend the office on a rotational basis and as operational needs require.
• Hours of work: Monday to Friday from 8:15 am to 4:30 pm.
• This position is temporary and expected to end on or before June 30, 2028
• Your cover letter and resume will be used as a screening tool to assess your written communication
• Final candidates for this competition will be asked to undergo academic verification and security screening.

In order to accurately reflect your related experience/education, in your resume, please include dates (including months and years) associated with all education and work experience.

If a security screening is required;

• Final candidates will be required to undergo a criminal records check (CRC).

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

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