Job Specification

Purpose of Position :

To supervise fee-for-service (FFS) agents who conduct investigations regarding the interests of children for an assigned region(s) of the province.

To manage quality of program delivery by providing direction to fee-for-service agents; establishing and monitoring the quality of agents' performance/program standards and developing training for agents relating to program procedures and policies.

To develop and implement changes to procedures, policies, processes to support appropriate service delivery priorities/ activities in response to unique regional needs, trends and issues.

To ensure that investigations and reports meet professional social work standards and legal requirements as court documents.

Duties / Responsibilities :

The Clinical Services Department of the Office of the Children's Lawyer is responsible for conducting clinical investigations and the preparation of reports for consideration by the courts in identifying and protecting the best interests of children regarding custody, access, child support and education of children involved in legal proceedings. Within assigned region(s) of the province the position is accountable for:

1. Supervises 25 or more fee-for-service (FFS) agents (Social Workers and other clinical professionals) who conduct investigations on behalf of the ministry and provide reports for court proceedings regarding the interests of children. Prepares work plans/schedules; assigns and monitors works; identifies priorities; allocates resources; oversees productivity and promotes an integrated team approach and quality assurance by implementing and evaluating performance indicators including providing recommendations for the termination of agents who do not meet performance standards. Identifies and addresses FFS agents' gaps in understanding of program policies, procedures, standards, and legislation. Reviews agents' requests for extensions, over authorizations and other administrative matters; determines resolution or makes recommendation to manager for action.

2. Identifies case management gaps and makes recommendations to the Manager on how to address to coordinate work of FFS agents to meet work needs. Prepares and analyzes workload and statistical reports and reassigns resources to meet the changing workload distribution and program goals, objectives and standards. Analyzes statistical trends in service and system performance and workload; coordinates preparation of reports and recommendations to management to assist with decision making for procedural or system changes.

3. Provides clinical oversight and direction to FFS agents throughout the investigation and report preparation processes; conducts file audits and reviews; identifies contentious issues, determines appropriate course of action and when to elevate issues to manager. Coaches and mentors agents in the handling of difficult cases and in preparation of agents for presenting evidence at trials. Provides guidance to FSS agents in relevant case law and in interpreting legislation such as the Family Law Act; Divorce Act; Children's Law Reform Act; Child, Youth and Family Services Act; and the Courts of Justice Act.

4. Responds to issues within assigned region(s) (e.g. agent safety); keeps manager informed of developing situations and determines when to elevate issues to management; prepares issues notes and briefing notes as required. Handles inquiries and complaints from parties, counsel and ministry staff and reviews and prepares responses to disputes.

5. Performs quality assurance (QA) on a pre-determined number of cases and activities; documents the outcome of QA work; reports to the Manager on outcome of the review and assists in developing a strategy to rectify QA issues.

6. Oversees complex/high profile cases to determine the extent of the issue and next steps; conducts clinical investigations and assists OCL lawyers in providing legal representation for children, including providing consultation and advice regarding psychosocial aspects of cases, assisting in assembling information and evaluating data; interprets the child's needs, views and preferences, and attends and provides clinical input at meetings and in court to testify based on facts gathered during investigation and presents child's view and professional opinions.

7. Develops and conducts province-wide professional development sessions for FFS agents to ensure the effective transfer of knowledge and best practices within assigned region(s); consistency with other regions and ensure agents are kept up-to-date on program directions, priorities, literature and research.

8. Contributes to branch/unit program development and knowledge transfer by participating in external and internal committees related to OCL policy and profile; represents the section at liaison meetings with the Social Work faculties of universities; speaks to community groups and social agencies regarding the OCL and custody and access issues; maintains current knowledge on relevant issues such as domestic violence, mental health, alienation, abuse and substance abuse; conducts training sessions on clinical issues for in-house staff, panel lawyers and articling students; supervises and evaluates social work students working in the OCL.

9. Identifies opportunities for business improvement to guide FFS agents in all aspects of case management and investigations, and develops and recommends changes to business processes, procedures and systems to streamline operations and improve service quality. Assesses statistical data to identify and analyze emerging trends, and develops customized reports and representations of findings for review by management and ensures manager is advised of developing caseload management issues. Develops and recommends new/revised operational policies, procedures, processes, and documentation.

10. Represents OCL within assigned region(s); conducts stakeholder consultations to identify regional needs, service gaps and pressures related to OCL services. Develops strategies to address unique regional needs and ensure a continued dialogue with key stakeholders. Delivers training programs for community partners to promote the integration of OCL programs with regional priorities/programs.


11. Participates in technical projects and committees to address needs for new or modified procedures or systems in order to enable the optimized use of resources ; identify the need for review and modifications to existing procedures or systems resulting from legislative/regulatory amendments; analyze internal procedures and analyze operational issues being encountered. Participates in the determination of project parameters, and in providing technical guidance to project staff.

Staffing and Licensing :

Job requires:
- Master of Social Work Degree; Registration in good standing with Ontario College of Social Workers and Social Service Workers
Under the OPS Employment Screening Checks Policy (Public Service Commission Directives) and Operational Guidelines, this position is subject to an Employment Screening Check at the Enhanced level, Vulnerable Sector Check. New employees will be required to undergo Enhanced security screening

Knowledge :

Job requires knowledge of:

-Theories, principles, practices and techniques of social work to supervise and provide clinical oversight to FFS agents (professional social workers and other mental health professionals); ensure the quality of investigations and court documents related to custody, access, child support and education of children involved in legal proceedings; and administer the Clinical Services Section's program within assigned region(s) of the province.

-Government and ministry strategies, directions, standards related to the legal representation of children involved in legal proceedings; relevant legislation (e.g. Family Law Act; Divorce Act; Children's Law Reform Act; Child, Youth and Family Services Act,; and the Courts of Justice Act); investigative techniques and procedures and the role of professionals (i.e. lawyers, clinical investigators) in the legal representation of children to provide interpretation, coaching and mentoring of FFS agents in the handling of difficult cases and in the preparation of agents for presenting evidence at trials.

-Family and children services in the community to engage regional stakeholders, promote the integration of OCL programs with regional priorities/programs, to identify regional needs, service gaps and pressures.

-Theories, principles and practices of leadership and supervision to provide direction, guidance and mentoring to FFS agents; select agents through interview processes, conduct orientation, set performance standards, monitor progress, identify training requirements and evaluate performance and recommend termination of agents not meeting performance standards.

-Case management techniques and quality standards in order to ensure effective service delivery in accordance with the program and objectives and oversee, train, and coach FFS agents.

-Principles and practices of training and development to develop and present professional development sessions for FFS agents and training programs for community partner organizations.

-Current clinical research, case law, psychosocial theory and other related issues such as domestic violence, mental health, alienation, abuse and substance abuse to contribute to branch/ unit program development and knowledge transfer.

-Ministry and OCL administrative policies and practices to ensure compliance with relevant policies and procedures.

- Performance measurement, quality assurance and benchmarking to monitor effectiveness, evaluate service efficiency, identify trends and shortfalls; and to make recommendations to support continuous improvements to operations.

-Data analysis skills to develop/interpret statistical data to assess the need for procedural changes due to new or changed program legislation or regulations; to prepare and present detailed reports and recommendations to the Manager to improve service delivery and substantiate decision-making.

-Issues management methods, techniques and processes to identify, address and resolve sometimes contentious issues and problems associated with program/initiatives.

-Project management and research techniques, skills and principles to design, plan and lead research and other projects, guide and direct team members and activities, and manage competing priorities.

- Computer operations and software programs (e.g. word-processing, database, electronic mail, spreadsheet applications, etc.) to develop a variety of documents, technical reports/spreadsheets, retrieve data/information and to ensure accuracy, currency and data integrity.

Skills :

Job requires:

- Leadership, strategic planning, and training skills are required to prioritize, plan, develop and implement strategies and internal programs, tools and best practices; coordinate and lead team activities resulting from implementation of modified/improved procedures; lead team members in high-demand situations; provide training, supervision, and motivation and assign, monitor and evaluate work of FFS agents.

-Administrative, planning, prioritizing and organization skills to ensure the effective case management and monitoring of a large regional caseload; and to ensure that all required reports and statistics are prepared in a timely manner.

-Relationship management and client service skills to represent the OCL with regional stakeholder organizations, maintain ongoing dialogues, and promote the integration of OCL programs with regional priorities/programs.

-Research and evaluation skills to evaluate the work of FFS agents, conduct file audits and reviews, participate in the development and updating of section policies and procedures and to contribute to branch/ unit program development.

-Dispute resolution and problem solving skills to intervene in contentious issues and identify appropriate courses of action to resolve problems/conflicts/complaints concerning FFS agents and OCL clients, partners, and ministry officials (e.g. lawyers).

-Presentation, facilitation and training skills to develop and present professional development sessions for FFS agents, conduct training sessions for community partners, and to coach FSS agents in preparation for court appearances.

-Judgement and acuity to assess diverse complex and uniquely sensitive situations and determine appropriate course of action.

-Project management skills to conduct or participate in projects (e.g. updating policies and procedures) and to participate on professional committees.

-Proficiency with relevant PC-based software and programs to conduct research, access databases, prepare reports, presentations, procedure manuals and training materials..

-Analytical and investigative skills to identify, evaluate and resolve contentious issues, complaints and problems referred by staff; identify and assess administrative program deficiencies or shortfalls in service delivery; and to assess and recommend modifications to operational processes, forms and procedures.

-Courtesy, professionalism, tact and diplomacy to build rapport with clients, and interface with them in providing information and support to effectively resolve their problems and concerns.

- Tactical communication skills to maintain composure and adjust behaviour to suit the individual and situation and to diffuse situations when required, adjusting communication style to accommodate resistance from potentially irate, upset clients.


-Written communication skills to prepare business reports, trend analyses, briefing notes and recommendations to management on contentious issues, training requirements, and draft new/revised operational procedures and business processes.

-Planning and organizational skills to set priorities and meet target deadlines, and coordinate team workload within a time-sensitive environment.

-Training skills to deliver staff training on legislative requirements, procedures and potential issues.

Freedom of Action :

Job requires:

-Supervising FFS agents, including selection, orientation, setting performance standards, evaluating performance, recommending termination as necessary.

-Providing clinical oversight of FSS agents throughout the investigation and report preparation processes; ensuring quality of work; identifying contentious issues.

-Coaching and mentoring agents and new Regional Clinical Supervisors; interpreting legislation and preparing agents for presenting evidence at trial.

-Representing the OCL within a region(s) of the province: developing and maintaining relationships with regional stakeholders and partner organizations to promote the integration of OCL programs with regional priorities/programs.

-Identifying unique regional needs, service gaps and pressures; and developing strategies to address regional needs/issues.

-Personally overseeing complex/ high profile cases; assisting OCL lawyers; providing consultation and advice regarding psychosocial aspects of cases; providing clinical input at meetings and in court.

-Using judgement in determining when to elevate issues to manager and when to handle on own initiative.

-Developing audience-appropriate training programs, presentations and materials.

-Effectively representing the section with internal and external professional groups; making presentations and conducting training sessions.

Position works independently with minimal supervision from the Manager and works independently in performing daily activities exercising judgement and initiative to establish work priorities and resolve issues within established policies, procedures, guidelines and legislation. Work is randomly reviewed by the Manager for adherence to government/ministry objectives and compliance with legislation and office operational programs, policies and procedures. Position regularly deals with complex/unique circumstances. Decision-making involves: providing team leadership and training to FFS agents; resolving contentious issues referred by FFS agents; coordinating work with various stakeholders; facilitating integrated and efficient end-to-end service delivery; and recommending drafting new/revised operational policies and procedures.

Position requires freedom of action, reasoning, judgement and creativity in researching and recommending solutions, processes and standards, in investigating emerging trends, and in providing analysis and strategies to deliver operational improvements.

Position refers to the Manager only highly unusual issues and/or precedent-setting circumstances or situations that conflict with legislation, regulations, policies and procedures. Misguided supervision provided to FFS agents could result in poor client service, adversely affect clients, generate criticism from various stakeholders, and/or attract unfavourable media attention. Errors in decisions and recommendations made could result in: disadvantages for the child and inefficient use of staff time and resources.