Position Summary
The Training Supervisor supports the development, coordination, delivery, and continuous improvement of COHO's Staff Development Program. Working in collaboration with the COO, management team, quality assurance staff, and subject matter experts, the incumbent helps ensure employees receive the knowledge, skills, tools, and support required to provide consistent, high-quality service to clients.
The position is responsible for coordinating onboarding and ongoing staff development initiatives, developing and maintaining training curriculum and learning resources, organizing training delivery, and supporting competency development throughout an employee's career at COHO. The role helps ensure training content remains current, relevant, and responsive to organizational priorities, service standards, quality assurance findings, operational trends, emerging risks, and opportunities for continuous improvement.
The Training Supervisor works closely with employees and management to support learning, performance development, and successful probationary periods through coaching, observation, competency assessment, and constructive feedback. While the position plays an important role in identifying strengths, development needs, and training opportunities, it does not have responsibility for employee discipline, labour relations matters, or formal performance management decisions.
The Training Supervisor may maintain a limited assigned client portfolio, not normally exceeding the equivalent of one day per week. This assignment serves as a practical training environment that supports the onboarding, mentoring, coaching, and development of staff while ensuring the incumbent remains current with operational practices, client needs, and service delivery expectations.
Key Responsibilities
Staff Development Program Coordination
- Support the COO and management team in the ongoing development and continuous improvement of COHO's Staff Development Program.
- Coordinate the development, maintenance, and review of training curriculum, learning pathways, competency frameworks, training materials, procedures, and learning resources.
- Coordinate an annual organization-wide training schedule in collaboration with the COO, management team, quality assurance staff, and subject matter experts.
- Identify organizational learning needs through operational priorities, quality assurance findings, staff feedback, changes in legislation, emerging risks, service delivery trends, and business priorities.
- Coordinate the involvement of managers, senior coordinators, internal subject matter experts, and external presenters in the delivery of training programs.
- Track training participation, competency milestones, learning outcomes, and professional development activities.
Onboarding and Core Training
- In collaboration with HR, design and coordinate a structured onboarding program that prepares new coordinators to begin supporting client responsibilities, with appropriate support, within their first two weeks.
- Ensure onboarding addresses COHO values and service philosophy, governance fundamentals, co-operative housing principles, client service expectations, escalation protocols, operational cycles, documentation standards, ARCORI fundamentals, risk management, and quality assurance expectations.
- Coordinate practical learning opportunities through classroom instruction, job shadowing, guided practice, observation, site visits, board meetings, and field coaching.
- Assess competency development and readiness for progressively increased responsibility.
Ongoing Staff Development
- Develop and maintain learning pathways for employees throughout their first year and beyond.
- Coordinate training and development opportunities related to governance, financial administration, board relations, facilitation, conflict management, occupancy management, maintenance planning, human rights, risk management, leadership, and client service excellence.
- Provide coaching, mentoring, guidance, and developmental support to new and existing staff.
- Coordinate refresher training, mandatory training, technical training, and professional development activities.
- Create and maintain facilitator guides, job aids, procedures, training materials, and resource documents.
Employee Development and Performance Support
- Support employees in developing the knowledge, skills, confidence, and competencies necessary to perform their roles successfully.
- Provide candid, constructive, and respectful feedback regarding demonstrated strengths, development opportunities, competency achievement, and training needs.
- Support probationary employees through coaching, observation, competency assessments, regular check-ins, and developmental feedback.
- Document learning progress, completed training, and competency development and communicate observations and recommendations to the appropriate manager or supervisor.
- Assist managers in identifying learning and development opportunities that support individual and organizational success.
The Training Supervisor is not responsible for employee discipline, corrective action, labour relations matters, grievance processes, performance management decisions, or other supervisory functions reserved to management. The role's responsibility is limited to employee development, coaching, competency assessment, training support, and providing objective observations and developmental feedback.
Continuous Improvement and Quality Support
- Collaborate with the Quality Assurance Supervisor and management team to identify service delivery trends, recurring issues, training gaps, and opportunities for improvement.
- Incorporate lessons learned, quality assurance findings, operational changes, and emerging best practices into training materials and development programs.
- Regularly review and update curriculum, training resources, and learning pathways to ensure ongoing relevance and effectiveness.
- Recommend improvements to service delivery practices, systems, workflows, training approaches, and supporting resources.
- Support organizational initiatives aimed at improving service consistency, employee effectiveness, and client outcomes.
Operational Support
- Maintain a limited client assignment primarily for operational awareness, staff coaching, mentoring, and training purposes.
- Utilize assigned client activities as practical learning opportunities for onboarding, observation, coaching, and employee development.
- Attend client meetings, site visits, and evening activities as required to support training and staff development objectives.
- Participate in sector events, professional development activities, and other duties as assigned.
Qualifications
- Three to five years of progressively responsible experience as a COHO Management Coordinator is mandatory.
- Demonstrated experience designing and delivering adult learning, workplace training, coaching or mentoring.
- Strong knowledge of co-operative housing, governance, client service, operational workflows and risk escalation.
- Advanced working knowledge of ARCORI or comparable property management systems and strong Microsoft 365 skills.
- Demonstrated ability to develop practical documentation, assess competency and improve training based on evidence.
- Excellent written, verbal, facilitation, organization, time-management, problem-solving and conflict-resolution skills.
Core Competencies and Disposition
- Adult learning and facilitation; coaching and constructive feedback; planning and evaluation; sound judgment and accountability.
- Relationship-based service, curiosity, patience and the ability to build confidence while maintaining clear standards.
- Strong analytical skills, attention to detail, discretion and the ability to manage changing priorities.
- Commitment to co-operative values, continuous improvement, inclusion, shared learning and consistent service.
Working Conditions and Other Requirements
- Regular travel to client sites in the Lower Mainland and Greater Victoria; access to a vehicle and a flexible schedule are required.
- Flexibility to attend evening meetings or work outside normal office hours when operationally necessary.
- The average work week is 35 hours over five days; the position may be established at up to 40 hours based on operational requirements.
- Work includes extended computer use, routine office movement and occasional handling of materials or equipment.
Our Commitment
COHO fosters an inclusive and diverse workplace where people can be themselves. We value different perspectives and lived experiences and seek to ensure that our work with colleagues, members, clients and the public reflects respect and belonging.
This job description describes the general nature and level of work assigned to the role. It is not a comprehensive inventory of every duty, responsibility or qualification. The incumbent is expected to perform the essential responsibilities satisfactorily and may be assigned other related duties.
