Recreation & Culture Supervisor

POSITION SUMMARY
Reporting to the Parks, Recreation & Culture Manager, this position is primarily responsible for effective leadership and direction to encourage a customer-focused operation at the Hinton Recreation Centre as delivered at the front line by the Customer Service Clerks. This position works closely with the Aquatic Supervisor and Arena & Parks Supervisor to ensure all areas of the facility are supported and managed consistently. This position also works closely with other municipal staff, contractors, school representatives, government agencies, non-profit community organizations, user groups, volunteers, and the public.

WORK RESPONSIBILITIES
Personnel
• Oversee and supervise the activities of the Event Coordinator, Office Services Coordinator Lead Hand, and the Customer Service Clerks
• Review and approve the Customer Service Clerk Schedule
• Ensure timesheets are submitted, accurate, and approved on time
• Provide recommendations and assist with the maintenance of up-to-date job descriptions
• Hire, train, and set up new front line employees for success
• Establish two-way communication with staff regarding plans, priorities, and objectives for the

Service Area
• Conduct performance reviews and provide frequent feedback to staff
• Address performance improvement requirements in a timely and consistent manner
• Perform employee relations duties to address complaints and collaborate with Human Resources on problem-solving, while adhering to the terms of the Collective Bargaining Agreement
• Monitor the training and certification requirements of staff and ensure that appropriate levels of training and certifications are maintained
• Provide supervision to other staff in the Service Branch in the absence of the Aquatics Supervisor and Arena and Parks Supervisor

Customer Service
• Support and maintain a high degree of customer service satisfaction by providing general information or assistance, direct or indirect, to the customer
• Investigate and respond to complaints or enquiries from customer groups and the public, working to resolve problems through personal contact, active listening, and conflict resolution
• Assist in resolving scheduling conflicts and ensure customer requests and concerns are addressed in a timely manner
• Answer inquires concerning recreation and municipal services
• Ensure there are opportunities for feedback on programs and facility operations
• Establish and maintain a positive working relationship with all community and
customer groups
• Act as liaison between recreation user groups and the Town, assisting the customer with defining needs, determining options, and hosting safe and sustainable programming, including for tenants and lease holders of the facility

Events
• Coordinate with community and customer groups in the Recreation Centre to ensure event success
• Support the Event Coordinator in their duties
• Oversee the development and implementation of Town special events through the Event Coordinator in collaboration with other Departments
• Find creative solutions to ensure events are accessible, inviting opportunities to celebrate community diversity through a culturally intelligent lens

Operational Direction
• Responsible to stay current with recreation trends by undertaking research and presenting initiatives and options to the Parks, Recreation & Culture Manager to maximize use of the facility
• Leads the creation of recreation and culture programs and facilitates delivery within the facility and in other Town of Hinton facilities an community locations in collaboration with the operating groups.
• Supports the implementation of recreation and culture programs
• Develop and implement procedures for recreation service delivery including administration and customer service
• Ensure that program and event evaluations are carried out
• Conduct market studies, surveys, and investigate community recreation needs and make recommendations based on the evaluations
• Assist Communications with implementing an annual marketing strategy for the promotion of recreation programs and community events
• Assist Communications by promoting and marketing the use of all Town parks and recreation facilities to maximize revenues and service provision to the community
• Coordinate community special event rental agreements for the facility
• Accurately complete documentation, records, and reports
• Responsible for overall administration of facility booking and program registration software
• Create and manage PRC community and user group contracts and agreements in accordance with applicable legislation and Town Policies.
• Coordinate with the Infrastructure and Development Services Department as applicable to ensure efficient facility operation
• Maintain frequent communication and collaborate with the Arena and Parks Supervisor for the delivery of scheduled programming and rentals
• Oversee the development and coordination of bookings and associated rental agreements for the facility in accordance with approved policies
• Oversee the programming, promotion, operation, public safety, and security of the Recreation Centre coordinating with the Aquatic Supervisor and Arena & Parks Supervisor through operations as guided by policy and procedure
• Take initiative to update policies and procedures in accordance with best industry practices, support the PRC Manager with preparation of pertinent reports for Council review

Safety
• Responsible for ensuring health and safety requirements of legislation, policies, and procedures are met by direct report staff
• Promote a health and safety culture by ensuring policies and procedures are up-to-date and complied with in collaboration with the Health & Safety Coordinator
• Help to prepare and assist in the response of the Service Branch in the event of an emergency in accordance with Town policies and procedures
• Report and investigate all incidents involving personal injury and/or equipment or property damage to determine root cause(s) and make recommendations on corrective actions
• Undertake safety inspections of the facility to protect internal and external stakeholders
• Adhere to safe work practices and report unsafe conditions to protect the health and safety of workers and patrons
• Follow all regulations for employees and employers as legislated under the Alberta Occupational Health and Safety Act
• Develop and maintain programming and operational guidelines in accordance with federal, provincial, and municipal standards and legislation, including facility operating manuals, policies and procedures, materials, and supplies

Budget & Planning
• Develop and prepare an annual operating budget for presentation to the Parks, Recreation & Culture Manager to identify staffing requirements, operating revenues, operating expenses, and capital budget
• Manage existing and pursue new revenue generating initiatives that may also maximize facility use
• Recommend budget variance solution modifications, and unanticipated expenditures to the Parks, Recreation & Culture Manager
• Administer budget, monitor program and facility revenues, and ensure timely payroll submissions.
• Recommend project priorities for the Infrastructure Maintenance, Capital, and Equipment Replacement plans
• Monitor material and supply volumes, exercise signing authority as designated and as per Town policies to purchase supplies/equipment within both operational and capital budgets
• Responsible for accounts receivable of all rental agreements and recreation program accounts and follow up on delinquent accounts
• Assist with the preparation of Quotation, Tender or Request for Proposal or other procurement documents as directed

QUALIFICATIONS
• Post-Secondary Diploma or Degree in Recreation Administration/Management or a related field
• Minimum 5 years of work experience in recreation administration and management including supervising unionized staff
• A combination of education and/or experience related to this position may be considered
• Knowledge and understanding of applicable legislation related to facility operations, community programming, safety standards, and industry best practices
• Knowledge of financial administration and bookkeeping practices
• Advanced with Microsoft Office Suite
• Valid First Aid and CPR Certificate
• Satisfactory background screening is required for this position including a Criminal Record Check, Vulnerable Sector Check, and Child Welfare Check
• A Class 5 Driver’s License with a satisfactory Driver’s Abstract

SKILLS & ABILITIES
• Excellent group facilitation and team building skills
• Provide supervision, coaching, and mentorship to staff and volunteers
• Excellent decision-making and problem-solving skills
• Demonstrate a high degree of initiative, professionalism, and personal responsibility while working independently
• Strong sense of political acuity
• Use discretion and sound judgement in complex situations
• Exceptional verbal and written communication skills
• Possess cultural awareness and sensitivity
• Demonstrate effective interpersonal communication and conflict resolution skills
• Demonstrate the ability to provide exceptional customer service while dealing with the public in a controlled, polite, and respectful manner
• Able to work as a dependable team member
• Maintain a high level of confidentiality in all interactions

WORKING CONDITIONS
Details pertaining to the physical demands of the position can be found in the Physical Demands Analysis and Job Hazard Assessment with Health & Safety.

Hours
Able to work evenings and weekends as required.

Physical Effort
Must possess the agility, strength, and physical stamina to perform arduous and prolonged work under adverse and strenuous conditions. Frequent standing. Varying levels of physical effort, including moderate to heavy lifting, walking, pushing, pulling, reaching, carrying. Operation and use of required tools and equipment skillfully and safely.

Travel
No travel required for this position.

Work Environment
Moderate exposure to an office environment, significant exposure to a recreational and/or cultural area designated for public use. Moderate to significant exposure to the public in a service provision capacity. Potential exposure to client volatility dealing with the public. Remote work feasible in accordance with Town remote work directives, policies, and procedures.

HEALTH & SAFETY
Ensure the Town of Hinton health and safety policies, procedures, directives, and safe work practices are followed in accordance with the Occupational Health and Safety Act and Regulations.

SUBMIT COVER LETTER AND RESUME STATING COMPETITION NUMBER TO:

Lacey Raynard
HR Advisor
Email: lraynard@hinton.caTown of Hinton
2nd Floor, 131 Civic Centre Road