Position Title: Client Services Supervisor
Reports to: Client Services Manager
Department: Client Services
How to Apply:
Submit Cover Letter and Resume to hr@parklandfoodbank.org.
Position Summary:
The Client Services Supervisor plays a key leadership role in training, supervising, and supporting volunteers who deliver client-facing services at Parkland Food Bank. This position is responsible for ensuring volunteers are equipped, engaged, and empowered to provide compassionate, efficient, and consistent support to individuals accessing food bank services.
Through strong volunteer leadership, the Supervisor oversees daily operations in the Call Center and Client Care areas, maintains high standards of client service, and fosters a safe, inclusive, and organized environment. Working closely with the Client Services Manager, the Supervisor coordinates appointment scheduling, client intake, and referrals, while helping develop volunteer programs and community engagement initiatives that strengthen service delivery and enhance the overall client experience.
Volunteer Training and Development
- Train new department volunteers on assignment procedures and safety protocols.
- Train department volunteers on end-of-shift cleaning requirements.
Volunteer Supervision and Support
- Coach existing volunteers on new tasks and responsibilities.
- Serve as the first point of contact for volunteer questions or concerns.
- Ensure equipment is operated safely and correctly by volunteers.
- Provide hands-on direction and ongoing guidance.
- Ensure volunteers have the tools and materials they need (e.g., client pamphlets, Top-Up Cards).
- Step in to perform volunteer duties when coverage is unavailable to maintain workflow.
- Collaborate with the Client Services Manager and Community Coordinator to develop volunteer recognition programs that support retention.
Operational Oversight and Safety Leadership
- Support volunteer with client registration and profile reviews, completing registrations directly when required.
- Refer clients to additional community services as needed.
- Schedule client appointments via phone, online system, or walk-in.
- Print and distribute daily client order forms and schedules.
- Promote a strong safety culture by ensuring the Health and Safety Program is followed by all department volunteers. Supervisors must complete regular safety training to remain compliant.
- Identify and develop new training or coaching materials for volunteers.
- Provide feedback at staff meetings and to the department manager to improve service delivery and operational strategy.
- Ensure department work areas are cleaned and organized at the end of each shift.
- Collaborate closely with the other Client Services Supervisor to ensure consistent volunteer leadership, communications, and service delivery across all operating hours.
Other duties as assigned by the Client Services Manager.
Volunteer Leadership Responsibilities
Reporting directly to the Client Services Manager the Client Services Supervisor is responsible for training and supervising volunteers in the following assignments:
- Call Center
- Client Care
- Deliveries
Tools, Systems, Equipment and Machinery
- Laptop/mobile phone with Microsoft Office Suite
- Client database software
- Online booking software
- Health and Safety training software
- Timecard software
Physical Requirements
The Client Services Supervisor must be able to sit for extended periods while working on a computer.
Travel Requirements
N/A
Working Environment
- Office-based with frequent work in the warehouse
- Collaborative team environment
Communication
- Facilitate volunteer orientation, training, and coaching sessions.
- Communicate expectations, updates, and procedural changes clearly and consistently.
- Interact with clients, volunteers, staff, and community partners in a respectful and professional manner.
- Resolve concerns or escalate issues appropriately and in a timely manner.
- Communicate sensitive or difficult information with diplomacy and empathy.
Qualifications
- Demonstrated experience leading, training, coaching, and supporting volunteers or teams.
- Strong interpersonal and communication skills, with the ability to build positive relationships with clients, volunteers, and community partners.
- Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency with computer systems, databases, Microsoft Office applications, and phone systems.
- Commitment to providing compassionate, respectful, and client-centered service.
- Ability to foster an inclusive, welcoming, and culturally sensitive environment.
- Strong problem-solving, decision-making, and conflict resolution skills.
- Experience working with vulnerable populations, volunteers, or in a community service environment.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Knowledge of community resources and social services is an asset.
Certification (Required or Obtained After Hire)
- Occupational Health and Safety training for supervisors (or willingness to obtain).
- First Aid/CPR certification (or willingness to obtain).
- Safe Food Handling certification (or willingness to obtain).
Education
- High school diploma or equivalent required.
- Post-secondary education in human services, social work, nonprofit management, leadership, administration, or a related field is an asset.