Director of Outreach and Service Delivery

About Us

As a workforce development organization, the Hospitality Workers Training Centre’s mission is to support a strong and vibrant hospitality industry. We do this by offering high-quality training programs for individuals at all stages of their hospitality career and supporting hospitality employers in recruiting and retaining valued employees.

About the Job:

As the Director of Outreach and Service Delivery, you are an experienced leader in the service delivery world. A strategic thinker with an eye to the bigger picture, you have developed the strategies, systems, and processes needed to ensure you meet organizational targets. You prioritize customer service excellence through a high-quality, barrier-free experience, and you strive to meet the needs of a wide variety of participants from various backgrounds.

Never satisfied with good enough, you continually review systems and processes to ensure best-in-class service delivery standards are met, and you can adjust operations to meet changing conditions. Comfortable with change, you are skilled at recognizing opportunities for continuous improvement in the participant experience and facilitating the implementation of new approaches.

At the same time, your approach to customer relations is focused on the personal touch. You understand the importance of integrating targeted outreach efforts with a seamless intake and service delivery process to ensure participants have a successful experience and HWTC meets its operational goals. You can develop multi-faceted strategies that reach the right audiences, and measures to evaluate the impact of those strategies and tactics to ensure activities are effective and impactful.

Your professionalism, excellent communication skills, and commitment to success means that you cultivate and sustain relationships with your team and across the HWTC organization to ensure that a participant’s access to all of our programs and services is seamless and efficient.

Responsibilities include:

  •  Supporting outreach strategies and activities to recruit youth candidates to HWTC’s programs;Overseeing the implementation of outreach and engagement strategies to support the recruitment of candidates for HWTC’s training and programs across Ontario;
  • Ensuring a responsive and barrier-free intake process that results in an excellent experience for program candidates;
  • Delivering quality service planning for HWTC participants that results in labour-market attachment outcomes for participants;
  • Ensuring that Service Delivery team members have the resources and skills to develop and manage service plans throughout a participants’ journey with HWTC;
  • Ensuring that all intake and service plan data is captured accurately and in a timely manner within HWTC’s database and other service systems;
  • Managing data collection processes and standards to ensure data integrity and quality service delivery;
  • Managing the Outreach and Service Delivery Team staff to achieve annual team and individual performance requirements.

About You

  • 7-10 years in a management position
  • Successful track record in community engagement and outreach
  • Proven experience in partnership development
  • Established social service and employment service networks and connections
  • Strategic thinker that can take a plan to action
  • Excellent written and oral communication skills
  • Strong interpersonal skills
  • An understanding of systemic issues that affect the experience and needs of learners/job seekers, including individuals with: English as a Second Language, experience in the refugee and immigration system, experiences of poverty, trauma, disabilities and mental health experiences;
  • Adaptable, collaborative and comfortable with ambiguity
  • Delights in problem solving and dedicated to continuous improvement

This is a full-time position. The salary range is between $75,000 – $78,000. We offer a 100% employer-funded health and wellness plan and generous leave entitlements. Compensation for this position is competitive and commensurate with experience.

Access complete job description.

How to Apply

Interested applicants should send a resume and letter outlining interest, qualifications and salary expectations to: Applications without a letter outlining interest will not be reviewed.
Please note you may be required to complete a skill based assignment to be prepared in advance and presented at the interview should be you selected for an interview.


Applications will be reviewed upon receipt and applicants contacted on a rolling basis.

We thank all of those who apply, but only those candidates who have been shortlisted will be contacted for follow-up.

HWTC is committed to supporting and sustaining a safe workplace for all staff and participants. All employees must be fully vaccinated by a Health Canada-approved COVID-19 vaccine. Individuals with valid medical or other human rights-based exemptions may request accommodation within the policy.

HWTC is committed to building a workforce that reflects the communities we serve and to promoting a diverse, anti-racist, inclusive, accessible, merit-based, respectful, and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities, and expressions. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.