12575 - Frontline Supervisor

Port of Entry/Arrival Settlement - Community Airport Newcomers Network (CANN) · Richmond, British Columbia
Department Port of Entry/Arrival Settlement - Community Airport Newcomers Network (CANN)
Employment Type Full-Time
Minimum Experience Experienced
Compensation $28.62 Per Hour

At S.U.C.C.E.S.S., you will be able to grow and develop alongside a diverse team of professionals and enjoy great benefits and perks. Experience what it is like to join a purpose-driven organization and make meaningful contributions to our community. Explore our amazing new opportunities.

Division:  Community Airport Newcomers Network (CANN) 

Program: Port of Entry & Arrival Settlement Services

Employment Type: Permanent Full-Time

Number of Position: 1

About the Position:

The Frontline Supervisor provides frontline supervision of airport reception services and oversee daily program service delivery to clients (i.e. newcomers, refugees and temporary foreign workers). The Frontline Supervisor provides input in program development and direction. Additionally, this position facilitates the landing process and provides orientation and information. 

Reports to: Program Manager

Key Duties & Responsibilities:

  • Conducts traffic control and frontline supervision of airport reception activities 
  • Ensures CANN Officers adhere to staff schedule and assigns daily operational duties related to service delivery 
  • Provides input on staff and client arrival scheduling based on daily service needs and make adjustments as necessary  
  • Addresses emergency and unexpected needs of clients upon arrival and liaises with appropriate authorities to ensure client needs are met 
  • Coordinates with CBSA and YVR personnel regularly to facilitate reception services 
  • Ensures proper documentation processing for clients where applicable on Government transportation loans, Interim Federal Health, Single Journey Documents, and Confirmation of Permanent Residence 
  • Guides and supports CANN Officers by providing direction and monitoring daily duties 
  • Receives notifications of arrivals for clients (when applicable) and communicates with stakeholders  (e.g. funder, service providing organizations, airport reception services, and transportation service provider) regarding preparation for arrivals as necessary 
  • Gives input and assistance in program development and design 
  • Analyzes client arrival trends and explores service delivery strategies to address emerging client needs 
  • Welcomes clients, facilitates landing process, and provides cultural and language support 
  • Performs need assessments and uses various platforms to provide client-centered orientation and information such as settlement steps, life in Canada, and rights and responsibilities 
  • Provides referral services to clients based on individual client needs 
  • Promotes national settlement, community, and government services, and events to clients 
  • Provides services to clients including assistance in landing procedures, interpretation, transportation to temporary residence, overnight stay, and connecting flights 
  • Collects client data for funder reporting and data entry purposes 
  • Provides translation of resources for clients where possible 
  • Provides interpretation for clients as required to facilitate landing procedures 
  • Attends program service meetings on service delivery issues 
  • Works on improving program service outcomes and day-to day service delivery to clients by participating in professional development activities 
  • Liaises and networks with community, settlement, and government agencies to ensure provision of accurate and detailed information to clients 
  • Keeps up-to-date information on national immigration policies, programs and services for clients, events for clients, and shifting trends in clients arrivals 
  • Ensures bulk written resource materials are stocked up and delivered on-time 
  • Provides input  and contributes to the development of CANN publications and electronic materials for clients and ensures accuracy of all materials relating to government, community, settlement services and/or events across Canada 
  • Performs other related duties as assigned by the Program Manager 


Qualifications & Experience:

  • Bachelor’s Degree in Social or Human Sciences or equivalent combination of education and experience in immigration-related services 
  • Minimum of 3 years’ supervisory experience 
  • Experience working with newcomers, refugees, and temporary foreign workers 
  • Experience with multicultural clientele and immigrant related services 
  • Knowledge of settlement and integration topics and issues 
  • Knowledge of services and programs for newcomers, refugees, and temporary foreign workers 
  • Knowledge of immigration trends, policies, and resources 

Job Skills & Abilities:

  • Excellent written and oral communication skills 
  • Additional languages are considered an asset 
  • Excellent client service and interpersonal skills 
  • Excellent technical skills in MS Office, web-based applications, and databases 
  • Excellent research skills 
  • Excellent attention to detail and commitment to excellence in service delivery 
  • Excellent leadership and supervision skills 
  • Excellent time management, multi-tasking, and organizational skills 
  • Able to supervise a diverse team of frontline client-facing officers 
  • Able to respond quickly to new or changing work demands 
  • Able to work in a highly regulated environment with high security clearance 

Supervisory Responsibility:

This position oversees a team of frontline CANN program officers and is responsible for the scheduling and operational supervision of employees. 

Other Requirements:

  • Criminal Record Check Required 
  • Airport Security Clearance Required 
  • Able to stay standing for a prolonged period of time 
  • Able to walk around for an extensive period of time 
  • Able to be on-call and work extended shifts, split shifts on short notice as required 
  • Able to work flexible schedules (i.e. early mornings, late evenings and weekends) as required 
  • Ukraine language is an asset

About S.U.C.C.E.S.S.:

S.U.C.C.E.S.S. is a multicultural social services agency and registered charity located on the unceded Coast Salish lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations, S.U.C.C.E.S.S. has been helping Canadians and newcomers to achieve their full potential on their Canadian journey since 1973. We are one of the largest social service agencies in Canada, with offices in BC, Ontario and internationally/abroad. We offer programs and services in the areas of immigration, newcomer settlement, English-language training, employment and entrepreneurship, family, youth and seniors programming, health education, community development, affordable housing and seniors care.

At S.U.C.C.E.S.S., we take care of our communities and our people!

Our staff is the source of our success and we make it a priority to ensure work-life balance for our staff. We offer a range competitive and comprehensive benefit packages to ensure the well-being our staff. Subject to the type of employment, benefit packages may include:

  • paid time off ‘monthly wellness days’ (up to 12 days per year)
  • additional agency holidays (3 additional statutory holidays)
  • 2 weeks annual vacation (starting) and up to 5 weeks (maximum)
  • company-funded pension (GRRSP)
  • extended health & dental plan
  • employee & family assistance programs
  • access to wellness programs (such as subscription to Headspace) , and more

While we appreciate all applications, only those selected for an interview will be contacted.

Thank You

Your application was submitted successfully.

  • Location
    Richmond, British Columbia
  • Department
    Port of Entry/Arrival Settlement - Community Airport Newcomers Network (CANN)
  • Employment Type
  • Minimum Experience
  • Compensation
    $28.62 Per Hour