The Opportunity

Sydney, NS
$77,057.75 - $100,175.34 / year
Competition Number: CB 24101

Senior Supervisor, Client Services
Cape Breton Island District
Location: Sydney
Type of Employment: Permanent
Union Status: Excluded (Non-union)
Competition# CB 24101
Closing Date: July 20, 2024

About Our Opportunity

Reporting to the Manager, Client Service, the Senior Supervisor, Client Service works within a client-first work environment. The Senior Supervisor is responsible for overseeing the Client Service Supervisors and the lease administration for a diverse client service portfolio and ensures operational targets are achieved within the Nova Scotia Provincial Housing Agency (NSPHA) - Cape Breton Island District.

What you'll do


  • Ensure the effective management of the front-line client services team by setting and evaluating staff performance targets, promoting diversity and a healthy workplace, demonstrating leadership competencies, taking part in and respecting corporate human resources practices, promoting teamwork and individual development, disciplinary action (if required) and maintaining internal communication.
  • Coach staff in the development of the highest quality Client Service and the management of client relationships.
  • Ensure the execution and compliance of the Occupational Health & Safety Program.
  • Optimize service delivery through compliance monitoring of organizational policies including the Residential Tenancies Act, relevant Occupational Health and Safety policies and training aimed at managing the risks associated with workplace hazards. This includes delivery oversight of all safety protocols, fire and life safety plans and emergency preparedness/contingency planning measures.
  • Responsible for directly communicating and upholding expectations and standards for all employees to promote positive and efficient client experiences for all tenants. Respond to and/or redirect complex tenant complaints to the Client Services manager, demonstrating efficiency, tact, attention and with a resolution focus.
  • Work collaboratively with Operations Manager to monitor and report on vacant unit turnaround times.
  • Partner with various community resources to foster positive tenant relations and where necessary, advocate for tenants and NSPHA.
  • Direct the department by interpreting Nova Scotia Provincial Housing Agency's policies and directives, supervising staff, including recruitment, providing resources, support and training, assigning work, performance evaluation and goal setting, and disciplinary action.
  • Ensure the confidentiality and integrity of the client related information and files
  • Travel within the province may be required
  • Other duties as assigned.

What you'll need


  • Bachelor's degree in a related field, plus six years' experience, including at least four years supervisory experience in a unionized environment preferred.
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
  • Strong knowledge of applicable by-laws, regulations and guidelines.
  • Sound leadership, staff management and teambuilding skills.
  • Strong writing and oral skills, as well as excellent computer skills, including Microsoft Office.
  • Maturity and tact to deal with personnel and staffing issues that are of a sensitive and confidential nature.
  • Strong analytical and problem-solving skills to quickly evaluate issues and determine the best course of action based on the availability of existing resources including unit turnover process.
  • Exceptional multi-tasking and prioritization skills to manage various activities and the ability to work well under pressure and to meet deadlines in a fast-paced work environment.
  • Exercise tact, discretion and judgment when dealing with sensitive and confidential information that must remain secure and non-disclosed to the public.
  • Possess a valid Nova Scotia driver's license with access to a reliable vehicle for work purposes.


  • Knowledge of Residential and Tenancies Act and experience in Residential Tenancies
  • Experience in Property Management.
  • Knowledge of health and social service systems, including long-term care, case management principles, risk assessment, community development approaches, special needs populations, developmental process of aging and family dynamics.

Competencies: Analytical Thinking, Action Management, Team Leadership, Initiative, Effective Interactive Communication, Partnering & Relationship Building, and Intercultural & Diversity Proficiency.


An equivalent combination of training, education and experience will be considered. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

A little bit about us

Nova Scotia Provincial Housing Agency

Nova Scotia Provincial Housing Agency (NSPHA) is the provincial government agency responsible for the administration and delivery of affordable housing solutions for low-income Nova Scotians.

We contribute to the prosperity of Nova Scotia by helping individuals and families find a home that's right for them, at a price they can afford, in a healthy and vibrant community that offers the services, support and opportunities they need. We accomplish this by working closely with other levels of government as well as private and community partners.

Across its districts, NSPHA provides more than 11,200 safe, affordable homes as part of its Housing Services to seniors and families. District offices manage the day-to-day operations of Nova Scotia's housing stock. Their responsibilities include administering tenant applications and placements, collecting rent, resolving tenant issues, and maintaining and repairing properties.

Are you interested?

Work With Us

Based on the employment status, eligibility and union agreement, the Nova Scotia Provincial Housing Agency offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs and flexible working schedules.

Classification: MC 20
Salary Range: $77,057.75 - $100,175.34
Hours per week: 35 hours

Note: This is not a Civil Service position.

We are committed to employing staff who are representative of the diverse community we serve. If you are a member of one or more of the following designated groups, you are encouraged to self-identify on your cover letter or resume: Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your application.

To Apply

Please merge your cover letter and resume into one document when applying. In the cover letter or resume, please quote the competition number and name.

Our preferred method of applying is through Career Beacon

Submissions must be received by midnight on the closing date. We thank all applicants for their interest; however, only those selected for an interview will be contacted.