Job Description

The Transportation Team Lead will coordinate transportation services for all service users and provide frontline leadership and guidance to the Transportation Coordinator, Intake Coordinator, Accessible Van Drivers, and volunteer drivers. While this role is not a formal supervisory position, it plays a key leadership and accountability function, supporting staff and volunteers to perform their duties in alignment with the agency's philosophy and service standards.

The Transportation Team Lead will collaborate closely with the Manager of Community Support Services, particularly in matters of performance concerns, service quality, and client complaints, recognizing that disciplinary actions remain the responsibility of the Manager.

The Transportation Lead will respect and uphold the Values, Mission, and Vision of Family Service Kent, demonstrating the highest standards of courtesy and respect in their dealings with other employees, clients, and internal and external stakeholders.

Job Duties:

Lead with compassion, professionalism, and clarity, balancing empathy for staff and volunteers with the realities of program limitations, safety requirements, and service expectations. Address performance concerns and respond to complaints thoughtfully and constructively, providing clear feedback and expectations in support of a respectful, accountable, and client-centred service environment. Use effective conflict resolution and communication skills to address interpersonal challenges, service issues, and complaints involving clients, caregivers, staff, or volunteers, maintaining professionalism, empathy, and fairness while upholding program expectations and boundaries. Act as a customer service leader and primary point of contact for transportation services, responding to phone calls, emails, and messages promptly, professionally, and with empathy toward clients, caregivers, and community partners. Ensure a positive and consistent client experience by coordinating reliable, timely, and respectful transportation services, addressing concerns proactively, and identifying opportunities for service improvement. Receive, document, investigate, and respond to client and public complaints with accuracy and care, using sound judgment, conflict resolution skills, and a calm, respectful approach, ensuring issues are resolved in a timely manner and communicated clearly to all involved parties. Follow up on driving-related complaints by reviewing details, providing clear feedback and expectations to drivers, reinforcing service standards and safety procedures, and collaborating with the CSS Manager when concerns require formal performance management or disciplinary action. Provide day-to-day leadership and guidance to staff and volunteer drivers by actively supporting, coaching, and addressing service delivery concerns. Provide oversight and operational support to the Transportation Coordinator, ensuring scheduling, documentation, communication, and service coordination procedures are followed consistently and accurately. Arrange and coordinate client transportation as far in advance as possible, including driver assignments and route planning, using transportation software and databases efficiently to support service reliability. Maintain accurate and confidential client files, electronic records, and program documentation in accordance with privacy legislation and agency standards. Collaborate with internal staff and volunteer drivers to address service gaps, manage operational challenges, and ensure continuity of client care. Liaise with external service providers and community partners (e.g., CCAC, Alzheimer Society) to support coordinated service delivery and enhance the overall client experience. Coordinate vehicle maintenance and repairs to ensure vehicles are safe, reliable, and meet agency and regulatory requirements. Schedule staff drivers and submit accurate biweekly driver timecards to the CSS Manager. Compile, track, and report transportation service statistics. Provide daily operational coverage and leadership support within Transportation Services as required, including on-call transportation coverage every other weekend. Contribute to the development and achievement of transportation program goals and service plans in collaboration with the Community Support Services team. Perform other related duties as required to support high-quality, client-centered transportation services.
Education:

Post-Secondary education in human services, business administration, or equivalent combination of education and experience

Experience:

2-3 years of transportation experience considered an asset.

Required Skills:

Proficient computer skills

Experience with Nesda Trak or Novous/Trip Spark or other transportation software considered an asset

Job Types: Full-time, Permanent

Pay: $24.29-$25.28 per hour

Expected hours: 35 per week

Benefits:

Employee assistance program Extended health care On-site parking Paid time off RRSP match
Work Location: In person