Position Description & Qualifications As Serco expands its programs and partnerships in Canada, we are seeking an experienced Community Outreach Manager to lead a dedicated team of Service Navigators in Alberta. In this role, you will provide strategic and operational leadership to ensure seamless, relationship‑based navigation that connects Job Seekers to essential community services and reduces barriers to success. Position Summary The Community Outreach Manager leads and supports the Service Navigator team, ensuring consistent, trauma‑informed practices aligned with program goals and provincial standards. This role fosters strong community partnerships, monitors system trends, and maintains an effective Wraparound Supports Referral Network. Working closely with Case Managers and Program Leadership, the Manager drives seamless coordination, reduces service fragmentation, and enhances the Job Seeker experience. In This Role You Will Provide daily supervision, coaching, and performance support to Service Navigators. Ensure consistent, high‑quality navigation practices aligned with program standards. Monitor referral patterns, caseload distribution, and team capacity. Support complex cases through guidance, joint problem‑solving, or direct involvement. Maintain and expand relationships with wraparound service providers. Stay current on eligibility criteria, access processes, and system changes across community supports. Review documentation in Compass and internal systems for accuracy and completeness. Lead team meetings, case reviews, and training sessions to build skill and consistency. Collaborate with Case Manager supervisors to ensure seamless coordination between case management and navigation. Identify system gaps, emerging trends, and barriers; elevate insights to Program Leadership. Support quality improvement initiatives, workflow development, and process refinement. Represent the navigation function in cross‑agency meetings, community tables, and partnership discussions. Qualifications Bachelor’s degree in Social Services, Human Services, or a related field (required). 5–7 years of experience in employment services, community resource coordination, or navigation leadership. Minimum 3 years in a supervisory or team leadership role. Strong knowledge of wraparound services, referral networks, and trauma‑informed practices. Detailed understanding of Alberta employment support programs and the employability sector. Experience in other jurisdictions is considered. Ability to work effectively with culturally diverse populations and community partners. Excellent organizational and time‑management skills to ensure timely service delivery. Strong communication and interpersonal abilities for team leadership and stakeholder engagement. Proficiency with digital tools and platforms, including Compass and other case‑management systems. Experience in quality improvement initiatives and workflow development is an asset. Ability to manage and resolve disputes ensuring positive outcomes and maintaining strong relationships. Strong problem‑solving and decision‑making skills for complex, multi‑party situations. Strong motivation, mentoring, and support skills for staff in high‑stress environments. Salary & Benefits Salary range: The range is available at the top of the posting. The base salary is determined by factors such as role scope, experience, education, and geographic market. Eligible positions may also include annual bonuses or long‑term incentives. Benefits promote well‑being and work‑life balance. Equal Opportunity Employer Serco complies with all applicable federal, provincial, and local leave laws. #J-18808-Ljbffr