Inquiries Service Unit ManagerFile Reference Number: CM-013

Through its services and products, CCOHS advances health and safety in Canadian workplaces, and the physical and mental wellbeing of Canadians.

The Inquiries Service Unit provides a customer-responsive bilingual service to all those who contact CCOHS seeking service assistance for information in response to their questions on any occupational health and safety concern.

The Inquiries Service Unit Manager is responsible for achieving the performance goals assigned to the Service Unit on a fiscal year to fiscal year basis through the CCOHS Strategic Plan.


  1. Manages a team of staff representing the core competencies required to achieve the targets and goals of the Service Unit. Ensures that adequate resources are available to complete the work within the Service Unit. Monitors the work of the staff assigned to Project Teams in other Service Units to ensure that resource allocation commitments are maintained for the achievement of targets and goals in other Service Units. (30%)

  2. Develops a comprehensive plan to achieve the goals and targets assigned to the Service Unit, and monitors the progress of the Plan. Reports on plan progress and takes the necessary steps to ensure successful completion of work by members of the Service Unit. (15%)

  3. Develops and maintains effective communication among members of the Service Unit and with other Service Unit Managers and the Vice President. (10%)

  4. Supervises staff assigned to the various products and projects within the Service Unit. Monitors performance according to the Service Unit Standards and ensures that work is completed in a timely fashion. Performs annual performance appraisals of staff members and conducts on-going reviews as necessary. Interviews and selects staff. (15%)

  5. Maintains quality service by ensuring quality and customer service standards are met, analyzing and resolving quality and customer service problems, identifying trends, and recommending system improvements. (10%)

  6. Accomplishes financial objectives by forecasting requirements, preparing an annual budget, preparing grant proposals, and scheduling expenditures. (10%)

  7. Represents CCOHS at a variety of conferences and meetings to promote products and services, and develop collaborative projects (5%)

  8. Other related duties, as required. (5%)

Nature and Scope of Position

The position reports to the Vice President, Operations. It is one of several Service Unit Managers reporting to the VP. The position supervises a cross-disciplinary team of staff representing core competencies required to successfully achieve targets and goals assigned to the Service Unit through the CCOHS Strategic Plan on a fiscal year by fiscal year basis. Core competencies include subject knowledge expertise, systems, information science, and specialized topics in order to respond to cases escalated to manager.

The Manager is responsible for achieving performance goals and targets assigned to the Service Unit. The Manager is responsible for ensuring that Service Unit plans are consistent with CCOHS’ Strategic Plan and are fulfilled according to the allocated resources. The Manager performs annual performance appraisals for employees within the Service Unit. The Manager interviews and selects staff, and plans resources required by the Service Unit to accomplish the revenue targets identified by CCOHS’ Strategic Plan.

The position requires a broad and sound knowledge of information management (theories, practices, techniques and standards) occupational and environmental health and safety management theory and practices. The incumbent needs to work with Database Management Systems, search and retrieval software, Internet search engines. Knowledge is also required in project management principles from ideas to proposal to implementation.

The incumbent is responsible for achieving the performance goals and revenue targets of the products and services of the Service Unit as identified in the Strategic Plan on a fiscal year to fiscal year basis, particularly in the following areas:

  • responsiveness to clearly identified needs of Canadians
  • quality standards and integrity
  • expansion of the scope, outreach, impact and revenues through targeted promotion
  • timely and comprehensive service delivery and customer-friendly support
  • monitoring user satisfaction, obtaining user feedback, following relevant progress and development world-wide and undertaking continuous improvement
  • operating within a feasible and sustainable financial framework with respect to costs and revenues

The incumbent must juggle priorities to ensure that all work assigned to the Unit is completed within the schedules, as well as identifying sales and marketing opportunities to increase revenues.

Working Conditions

Physical Effort: The employee works at a computer (keyboarding and mousing to read and reply to e-mail, prepare reports, review information, etc.) for the majority of the work day. The work is interspersed with non-computer based activity, such as reading, thinking, proof-reading, photocopying, filing. The employee has some control over the workload and has the opportunity to get up, stretch, and walk on a regular basis. Some stooping and lifting (or handling of light material) may be required.

Physical Environment: The employee works at a desk and/or a computer workstation with a keyboard and a mouse for the majority of the work day. The workstation and desk are ergonomically set up, with a wrist rest, mouse rest, document holder, task lamp, as required. The lighting meets standards and there are adjustable blinds on the windows as required. The building environmental controls meet general office requirements. There may be a risk for RMI (intensity, frequency, duration, awkward position) due to high job demands from unavoidable situations. The position may require occasional travel to represent CCOHS at conferences and with clients.

Sensory Attention: The position requires concentration to compose, research, prepare various documents, proof-read, quality assure, read routine information, communicate with others via e-mail, search for information and listening to others carefully to understand and resolve issues.

Mental Stress: There are priorities and deadlines which need to be met on a regular basis. There are interruptions from colleagues, manager or telephone calls. The employee has some control over the pace of work. There is a requirement for regular client and staff contact, numerous shifting and competing priorities and the consequence of missed deadlines or errors. There can be a considerable amount of stress dealing with highly sensitive human resources issues, short time constraints, and juggling several different activities with conflicting or simultaneous deadlines.


  • University degree in occupational health and safety or a field related to health and safety, and 7-10 years’ experience in information and knowledge management and project management, or an equivalent combination of education and experience.
  • Ability to build and maintain strong working relationships with internal and external stakeholders; able to effectively communicate issues, and actively engage and influence others.
  • Experience with managing and directing professional employees.
  • Excellent facilitation skills as well as superior verbal and written communication skills.
  • Experience in providing applicable information when responding to issues and concerns in health and safety, and addressing customers concerns.
  • Experience with managing professional employees.
  • Knowledge of database management systems, operating systems and search and retrieval software.
  • Ability to communicate in both official languages is desirable.


Within the range of

$95,471 to $122,918 (CCOHS-13) per annum.

Permanent, full time

Application Deadline

Wednesday, June 19, 2019

Quote File Reference Number:


Please send cover letter and resume to

Attach resume as an MS Word or PDF document.

No phone calls or agencies please.


Note: All resumes are maintained confidential and are kept on file for a period of six months.

We thank all candidates for their interest; however, only those under consideration will be contacted.