Employment Support

The Region of Waterloo offers support to people who are looking for employment or who would like to enhance their skills or develop a new career. We are one of many local Employment Ontario providers. Visit the Employment Ontario website to search for a location near you.

Support for job seekers


Are you looking for work, or looking to start a career change? Our Employment Ontario team can:

  • Connect you to employers
  • Help you develop workplace skills
  • Refer you to training, education and upgrading, volunteer opportunities, and personal counselling
  • Better Jobs Ontario (BJO)
  • Career Planning
  • Enroll you in the GVCA Path to Employment Program
  • Additional career supports available through EmployNext

Our employment facilitators offer free personalized support and resources for you to learn at your own pace.

Job postings

We work with local employers who have urgent hiring needs. Please connect with one of our Employment Consultants to learn more about how we can support you. 

You can find other job opportunities in the region at www.findyourjob.ca. The map feature on this site can show you how far the job is from your place. You can also use filters to search for jobs based on your skills and experience. 

Individual appointments

Our employment counsellors can meet with you to provide support with: 

  • Career planning
  • Resume and cover letter writing
  • Interview preparation
  • Job search tips and techniques
  • Ongoing support 

Request an appointment with a Service Provider

Training and workshops

Workshops

Employment Services at the Region of Waterloo offers a range of free workshops, such as: resume planning, Technology and Online Job Search, networking opportunity, and more.

 

Check out the Eventbrite page to register for an upcoming workshop. 

Register now

 

 

Technology and Your Online Job Search

Tired of applying and never hearing back from employers? Not sure if you are applying online correctly? Want to know what employers are actually judging you on? Learn tips and strategies to help you with a successful online job search. 

 

Please register by clicking the link below:

Technology and Your Online Job Search Workshop Registration, Multiple Dates | Eventbrite

 

Advanced Resume Workshop

Ideal for anyone from students to seasoned professionals who have a resume but want better results in their job search.

Please register by emailing EmploymentServicesReferral@regionofwaterloo.ca

 

Training opportunities

For current workshops, please click the link below for our Events Calendar. 

Calendar - Region of Waterloo 

Learn at your own pace

If you prefer to learn at your own pace, below are some tip sheets to help you with your resume, your job application, and the interview process.

How to apply for a job electronically
How to apply for jobs electronically

Help with your resume

Tips to create a resume

Preparing to Write a Resume: Tips to Help You Get it Right

The cover letter

Making an impactful resume

The chronological resume

The functional resume

Tips for using references  

Interview tips

Preparing for the interview 

Top 10 interview questions 

Types of interviews

Managing different types of interviews 

Behavioural interviews

Tips for telephone interviews 

Tips for online interviewing

Working from home
Tips for working at home 
 Dispute and Complaint Resolution Process

Overview

The dispute and complaint resolution process are intended to provide clients, service providers and social assistance partners with an additional avenue to provide feedback to Serco about Employment Services. Each complaint will be received, addressed, and investigated in a timely manner. The results will help to improve employment services.

The Serco dispute and complaint resolution process is based on the principles of ensuring a timely and transparent process that is initiated at the most appropriate level. It should also include further steps in the process should the complainant not be satisfied with the response.

All participant, Service Provider and Social Assistance partner complaints will be regularly reviewed and reported to the province every quarter. As part of the continuous improvement process, it will include an analysis of complaints received, actions taken, and lessons learned.

Complaints will be assessed based on timelines, outcomes, and trends. We will regularly review complaints in our management process, as well as through the Centre of Excellence (COE). This will help Serco to ensure that our Employment Services are locally responsive, and client centred.

Serco and our Service Delivery Partners are committed to transparent and equitable treatment of all clients, as well as Service Providers and Social Assistance partners. All Service Delivery Partners are required to have accessible and equitable facilities and services for all clients in English and French.

As per the Services Act and the Accessibility for Ontarians with Disabilities Act, 2005, each Service Provider is required to have site-specific accessibility information and feedback methods when accessibility is at issue.

Clients, Service Providers and Social Assistance partners can also use the following processes for accessibility issues, as well as compliance or customer service concerns:

Dispute and Complaint Resolution Process

For clients, this dispute and complaint resolution process will be readily available. Received complaints will be initially addressed at the Service Provider level. 

  1. Please contact your Region of Waterloo Employment Ontario team to discuss your concern. You can contact us by reaching out to:

    Robert Milmine, Supervisor, Employment and Income Support

    Phone: 519-588-4367 

    TTY: 519-575-4608

    Email: rmilmine@regionofwaterloo.ca

    EmployNext / Serco Canada

    Winnie NGO, Employment Service Manager

              Phone: 647-285-2467

    Email: winnie.ngo@serco-na.com

  2. Clients should provide the following information with their complaint:
    • Name
    • Best time to contact
    • Details and nature of the concern or complaint
  3. The Region of Waterloo will respond within two business days, depending on the nature or circumstances of the concern or complaint. 
  4. If the Region of Waterloo Employment Ontario program is unable to resolve the complaint with the client, Serco will be contacted immediately by the Service Provider to advise of the unresolved issue. The Service Provider will also notify the client in writing that the issue has been escalated to the System Service Manager.
  5. If the client has not yet contacted Serco, Serco's Employment Service Manager will contact the client directly with information provided by the Service Provider.
  6. Serco's Employment Services Manager will fully investigate the complaint and provide a resolution.
  7. In the case where the complaint has still not been resolved, the issue will be raised to the Senior Employment Services Manager and the Managing Director of Employment Services for further investigation and resolution.

Contacting Serco Directly

Serco understands the importance of addressing concerns promptly and efficiently. Included below is information on how to contact Serco and the details needed to process the complaint.

Contact Information:

Serco recognizes that accessible communication is the cornerstone of addressing any issue. Please see the information below to contact us:

Address: 37 Carl Hall Road, Toronto, Ontario, Canada M3K 2E2

Phone: 416-861-2030

Website: serco.com/ca

Business Hours of Operation:

Serco is available Monday to Friday between 8:00 a.m. and 5:00 p.m. EST.

Outside of Business Hours:

Serco acknowledges that issues may not always happen during regular operating hours. Therefore, Serco has created a clear and effective way for complainants seeking assistance outside of regular operating times.

To reach Serco after hours, complainants are asked to take one of the following steps:

  1. Call Cerco's business number at 416-861-2030. Leave a message if the call is not answered live. Messages will be responded to on the next business day.
  2. Email Serco at employmentservices@serco-na.com. Messages will be responded to no later than the next business day.

Support for employers


If you are hiring or are looking to expand your team, we can help you recruit qualified applicants. Get started.

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