Lead Hand, Conservation Parks & Golf

How you will contribute as part of the TRCA team:

Reporting to the Supervisor, Conservation Parks & Golf, the Lead Hand is responsible for coordinating the day-to-day operation of TRCA’s public-use facilities including Bathurst Glen Golf Course (70%), Bruces Mill Conservation Park (20%) & Lake St. George Field Center (10%). The Lead Hand coordinates daily golf course maintenance and plant health practices similar to a traditional golf superintendent and completes general and preventative facility maintenance. The Lead Hand works closely with the Supervisory and Managerial team to inform comprehensive planning processes, and functions as an onsite liaison, addressing internal and external queries and requests that pertain to site operations.

The Lead Hand provides daily direction to a diverse seasonal staff team. The Lead Hand facilitates job training, assigns tasks, demonstrates best practices and procedures, and provides ongoing motivation. Additionally, the Lead Hand completes a variety of administrative tasks, including inspection and maintenance records, training documentation, inventory management and processing of transactional entries. Overall, this position plays an integral role in sustaining facility operations in the areas of risk management, conflict resolution and customer service, the Lead Hand ensures that TRCA’s public-use facilities meet the highest possible standard of excellence to provide safe, functional and welcome environments for all visitors, clients and staff.

Major Responsibilities: 

Operations and Maintenance

• Manages golf course and park operations in accordance with Standard Operating Procedures (SOPs). Provides site knowledge and recommendations to inform planning processes focused on enhancing the functionality, safety and financial sustainability of TRCA’s public-use facilities.
• Oversees and carries out general facility maintenance. Completes seasonal golf course & grounds’ maintenance, turf management, fertility, pest control, irrigation system maintenance, hazardous identification, trail maintenance, winter road maintenance-.
• Safely operates fleet vehicles, utility vehicles, heavy machinery, small and large equipment, hand tools and power tools. Completes a seasonal changeover of equipment to ensure that it is either safely stored or readily available for use.
• Performs preventative equipment and infrastructure maintenance on a regular basis, which may include:
• Inspecting, cleaning and servicing small engine equipment (e.g. chain saws, push-mowers, and grass trimmers);
• Inspecting vehicles (e.g., fleet vehicles, utility vehicles, etc.) and arranging for servicing; and
• Installing protective fittings and coverings in areas susceptible to seasonal/weather-related damage (e.g., winterizing water lines).
• Completes small carpentry projects, minor plumbing repairs, and a variety of unique, site-specific tasks as required.

Customer Service and Conflict Resolution

• Manages customer service delivery. Adheres to best practices in front-line customer service and communications. Directs seasonal staff on effective service delivery and point-of-sale software operations.
• Receives general customer grievances. Handles conflicts with patience, understanding and a sincere willingness to facilitate a solution. Seeks Supervisory support and guidance when issues escalate further. Aims to leave all customers with a positive impression of TRCA.
• Manages high-stress, volatile disputes with the general public. Employs superior conflict resolution skills and good judgment to pacify aggressive or angry individuals. Maintains personal and visitor safety. Records and reports all occurrences, including resolution practices that were applied.
• Responds to, investigates, and prioritizes inquiries and service requests from visitors and clients (e.g., corporate event groups). Provides information and resolves problems.  

On-Site Direction and Training

• Provides direction, guidance and mentoring to seasonal operations staff. Communicates job expectations and daily assignments. Leads by example and provides ongoing training and support to develop staff capacity and enhance performance.
• Provides support to Supervisory staff in the coordination of hiring activities for seasonal positions, which involves: initiating the hiring and recruitment process; identifying position specifications; reviewing submissions from potential candidates; scheduling and carrying out interviews; and organizing staff orientation and training.
• Coordinates and delivers functional training sessions on workplace health and safety, operations and specialized equipment usage. Ensures staff completes all online training modules in accordance with corporate policy.
• Develops and coordinates staff schedules to ensure necessary coverage of daytime, afternoon and weekend duties.
• Provides constructive feedback to Supervisor on staff performance and arranges refresher training sessions for staff when required. Enforces all workplace practices, procedures and protocols. 

Risk Management

• Actively participates in ongoing risk management. Carries out all work in a safe manner. Uses all required PPE and health and safety equipment. Follows SOPs. Ensures compliance with pertinent legislation and internal safety policies. Uses good judgment and adheres to best practices. 
• Identifies, manages and reports hazardous site conditions; ensures that staff and visitors do not come into contact with unsafe areas, materials or equipment.  
• Participates in health and safety discussions. May sit on staff Health and Safety Committee as a divisional representative, attending regular meetings and contributing to the overall improvement of corporate risk management practices and overall site safety.
• Completes daily site checks and leads licensed professionals through monthly, semi-annual and/or annual facility inspections. Documents all inspections. Carries out or facilitates the completion of required work. Completes follow-up and evaluation.
• Serves as primary point of contact for all onsite emergencies. Assesses situations and provides direction to all visitors and staff. Operates safety equipment (e.g. fire extinguisher, etc.) and engages emergency personnel when required. Documents and reports all occurrences. 

Administration and Transactional Entries

• Responds to email and telephone queries from TRCA staff as well as external contacts, such as contractors and safety inspectors.
• Tracks seasonal expenditures and revenues. Communicates transactional issues to Supervisor for resolution. 
• Manages daily sales. Prepares cash deposits and oversees the completion of revenue reports.
• Maintains facility inventory. Purchases supplies for operations, maintenance and programming. Processes orders and arranges for supply pick-up or delivery. Inspects supplies for quality assurance. Submits payment requisitions and/or VISA reports for reconciliation.
• Manages inspection records in accordance with TRCA file management practices. Retrieves and references completed forms as required to resolve problems or fulfill information requests.
• Maintains vehicle records to ensure that ownership and insurance documentation is accurate and kept up to date.

What will you need to succeed:

• Post-secondary degree or diploma from an accredited institution in Turf Management, Facility Management, or other related field considered a strong asset.
• Valid Class G driver’s license
• Three (3) years of progressive experience related to major tasks, including experience leading and directing work in a team environment
• Valid Ontario landscape exterminator licence (or ability to obtain)
• IPM agent certification (or ability to obtain)
• Excellent verbal and written communication skills
• Excellent interpersonal skills to communicate with visitors, staff, business partners, clients and contract professionals in a positive and professional manner
• Excellent customer service skills and superior conflict resolution skills
• Excellent creative problem-solving and analytical skills to develop and propose solutions to unique challenges
• Strong time-management and organizational skills
• Demonstrated skill in facility maintenance, including basic carpentry and construction, minor plumbing, and landscaping 
• Demonstrated knowledge of the Occupational Health and Safety Act and other pertinent legislation
• Demonstrated ability to take and provide direction, and to work well both independently and as part of a team
• Demonstrated ability to safely handle and operate power tools, and small and large machinery (e.g., mowers, grass trimmers), as well as work vehicles, such as snowplow, tractors, etc.
• Demonstrated ability to lift and carry objects that weigh up to 50lbs
• Demonstrated ability to be active for long periods of time in all types of weather conditions
• Demonstrated ability and willingness to work a varied schedule, including weekends, evenings, and regular overtime
• Demonstrated ability to work in a high-stress environment and handle serious situations/circumstances in a safe and responsible manner
• Computer literacy (e.g., Microsoft Office software).

What TRCA has to offer you:

As part of a progressive team you will have the opportunity to make a positive impact to preserving and protecting nature, while maintaining a balance between the natural environment and built environment. Working with experts within our field, you will join a team of colleagues that are committed to TRCA’s core values of integrity, collaboration, accountability, respect, and excellence (icare). 

You will be part of a diverse and inclusive organization that:

• Makes a positive difference in the communities we serve.
• Fosters high performance and collaborative teams.
• Provides continuous learning and development opportunities.
• Offers a comprehensive compensation and benefits program (including Defined Benefit Pension Plan – OMERS/OTPP).
• Provides unique TRCA Perks.
• Provides flexible work arrangements.
• Offers potential for career growth and advancement.