Reporting to the Manager, Operations, Custodial Support Services (Manager), the Supervisor, Operations (Supervisor) is a member of the Custodial Support Services (CSS) leadership team. The Supervisor works closely with the Manager to direct custodial activities primarily by the on-shift management of an assigned Specialist Team to implement the published Service Level Standards (SLS) as it pertains to afternoon shift operations within assigned facilities and ensures that the SLS are met by completing quantity and quality of cleaning audits each shift.
The client-centric Supervisor Manages by Walking Around (MBWA) and being available to assigned Specialist Team members, participates in the recruitment of new staff, and is responsible for the hands-on orientation of new staff. The Supervisor is accountable to promote and maintain a safe and healthy environment for staff, students and visitors to the university by ensuring that Specialist Team members are trained and comply with all university, Facilities, and CSS’ health and safety policies and procedures and ensures the safety of equipment and its proper use and maintenance. The Supervisor is expected to be knowledgeable of a variety of cleaning products, chemicals, tools and equipment, to stay current with industry trends, and to make suggestions for increasing the effectiveness and efficiency of custodial services.
The Supervisor works an assigned shift (2:00 p.m. to 10:00 p.m.); however, must also be available to work flexible hours as required, including weekends.
• Plan, execute and manage random quantity and quality control audits each shift in accordance with the Specialist function cleaning standards and frequencies to ensure that SLS are met.
• Collaborate with the Manager to provide consistent, decisive leadership for the assigned Specialist Team.
• Manage, train, coach, and mentor Specialist Team members to ensure assigned facilities are cleaned in compliance with the Specialist function standards and SLS.
• Lead shift briefings of staff to communicate, ie. exceptional work requirements, safety and security issues, procedure and program changes/reviews, etc.
• Report to the Manager at the end of each shift regarding audit outcomes, building user concerns, staffing levels, attendance, performance concerns, and training requirements.
• Train and monitor Specialist Team members in the safe and proper operation of all cleaning products and equipment and ensure that items requiring repair or maintenance, security or safety matters, unusual conditions, or additional cleaning requirements for the assigned facilities are brought to the attention of the Manager for awareness or follow-up as necessary.
• Ensure that equipment used each shift is properly cleaned and that equipment, supplies and tools are properly replaced, re-stocked and secured at the end of the shift.
• Complete requests for supplies and equipment utilizing CSS prescribed processes and procedures.
• Ensure that adequate inventory of supplies in assigned facilities is maintained.
• Manage own time effectively according to scheduled shift hours of work and ensure the Manager is kept informed of activities, and progress of work.
• Ensure that proper university supplied workwear, and staff identification is prominently worn by all Specialist Team members while on shift.
• Assist the Manager with managing the client service relationships within assigned facilities as required.
• Assist in the development, coordination and delivery of training programs.
• Participate in mandatory monthly engagement town hall meetings and ensure that all Specialist Team members are present.
• Remain current with industry standards and systems related to custodial services.
• Support or assist with leading other CSS initiatives as required.
Human Resources Management
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs, and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Fosters a productive and harmonious workplace through the promotion of a positive, inclusive teamwork environment, which recognizes the value of all Custodial Support Services employees.
• Post-secondary education in Facilities Management, Business Administration, or a related field combined with relevant experience in supervising/managing unionized custodial staff in an educational or large commercial/industrial setting.
• Knowledge of inventory control, custodial procedures, tools and equipment, and practices that operate 24/7.
• Knowledge of collective agreements and working in a unionized environment is an asset.
• Competent supervisor as defined under the Occupational Health and Safety Act with practical knowledge of the Occupational Health & Safety Act and how it applies to custodial work.
• Satisfactory Criminal Records Check (CRC) and Vulnerable Sector Screening (VSC) required.
• Valid Province of Ontario Class G driver’s licence required.
• Proficiency with computers, Internet, and Microsoft Office Applications software (Word, Excel, PowerPoint, Outlook), databases, and related software applications.
• Basic understanding of custodial information technology, ie. Archibus, OrangeQC, cleaning software, key systems, etc.
• Knowledge of the International Sanitary Supply Association (ISSA) and Association for Higher Education Facilities Officer (APPA) training considered an asset.
• Knowledge of programming autonomous equipment considered an asset.
• Knowledge on the use of scissor/boom lifts considered an asset.
• Consideration may be given to an equivalent combination of education and experience.
• Capacity to embrace change and act as a change champion for others.
• Analytical, organizational, planning and problem-solving skills, in order to coordinate and direct the work of a specialist team and to examine alternate possibilities and arrive at the best solution.
• Client service aptitude with the ability to consistently deliver excellent client service with an ability to interact professionally and effectively with staff at all levels of the university, faculty, students and members of the public, and to provide clear and accurate information to clients and contacts.
• Capable of maintaining strict confidentiality with an ability to recognize and handle confidential information in an appropriate manner.
• Receptive to diverse thoughts and alternative perspectives, and incorporate them into the work where appropriate.
• Ability to work independently and as part of a team, mindful of the interests of other stakeholders.
• Ability to maintain composure in a stressful environment.
• Ability to remain adaptable in an environment constantly subjected to interruption and change.
• Ability to provide consistent, timely and appropriate staff intervention.
• Ability to motivate and to create a positive work environment; sensitivity to issues affecting staff.
• Ability to adapt to new technology for CSS.
• Ability to write clear, concise and reports.
• Collaborate with Manager to decide on content of Specialist Team shift briefings.
• Assesses the suitability of job candidates and recommends the most appropriate person for hire.
• Determines priorities and makes decisions about staff utilization and assignment of work to achieve optimum efficiencies and productivity.
• Assesses employees’ training needs and makes recommendations for internal or external training to attain proficiency.
• Monitors and assess output and the quality or employees’ work, and recommends need for formal training or development plans to management and identifies possible performance and/or disciplinary issues.
• Problem solving related to custodial procedure.
• Allocates and monitors the work of project specialists.
• Determines appropriate actions to handle emergencies in accordance with CSS, PPS and university procedures, escalating where appropriate.
• Assesses and identifies potential inefficiencies with current programs, escalating where appropriate.