Manager, Personal Support Services

POSITION TITLE

Manager Personal Support Services

REPORTS TO

Director Operations

POSITION PROFILE

The Manager Personal Support Services (RN or RPN) will oversee the delivery of client care for our personal and home support program in the Champlain region managing client employee and operational metrics to ensure team performance and high-quality care. You will apply strong clinical customer service and technical skills to support comprehensive client assessments and care management that reflect client-centered plans while implementing quality assurance processes to maintain compliance with standards and regulations. The role works closely with the Quality & Risk Manager by proactively identifying and mitigating risks related to client safety staff performance and operations through incident reporting root cause analysis and corrective actions ensuring adherence to health and safety protocols and continuous improvement in service delivery.

What We Offer:

Health & Dental Benefits

RRSPs

Company cell phone and laptop

Hybrid Office/WFH

Condensed work week

Competitive compensation package

Flexible schedule

Salary range $$90000 - $105000 commensurate with experience

Key Responsibilities:

Clinical Excellence:

Ensures the highest level of personal support care for all clients.

In collaboration with the Manager Clinical Practice and Care Managers supports clinical education of Personal and Home Support Workers in accordance with best practice standards and CNO Standards of Practice.

Oversees client care delivery and care management ensuring a focus on quality client centred care.

Ensures all program deliverables comply with established guidelines and consistently meets quality and accreditation standards

Operational Oversight:

In collaboration with the Care Coordination Manager and manages operational metrics to ensure team performance and the delivery of high-quality care.

Generates reports and undertakes data analysis based on required program and operational metrics; develops action plans to address areas of deficit.

Oversees the program at the regional level and supports the Care Coordination Manager and Care Managers to ensure consistent and exceptional client care delivery.

Policy Development and Adherence:

Supports development reviews and ensures adherence to all policies and procedures regarding clinical quality and operational practices.

Ensures personal and home support workers care managers and the client service coordination teams are practicing in accordance with contractual obligations and organizational policies and procedures.

Customer Service:

Demonstrates clinical expertise within the scope of personal and home support workers outstanding customer service and strong technical proficiency.

When escalation required engages with clients and their families to ensure customer satisfaction and timely follow up of concerns or issues including effective and efficient incident reporting and management.

Supports and/or actively engages in care conferences (when required) to resolve escalated concerns involving clients families or employees.

Human Resources

In collaboration with the Care Coordination Manager and Care Managers supports and participates in recruitment orientation/onboarding training mentoring and coaching.

Monitors the performance of assigned reports and addresses concerns as per established organizational policies and procedures.

Leads and supports staff performance management processes to foster accountability and professional growth.

Provides in-office and field support to the personal and home support programs as required.

Required Skills:

Professionalism and Accountability

Adaptability/Flexibility

Analytical critical strategic thinking

Interpersonal Communication

Effective conflict resolution and complaints management

Ethics and Integrity

Leadership

Risk Management

Technical Proficiency

Qualifications:

Registered Nurse (RN) or Registered Practical Nurse (RPN) in good standing with the College of Nurses of Ontario (CNO)

A University or College diploma in nursing from a recognized Canadian institution

A minimum of 5 years experience in a community home health setting essential

A minimum of two (2) years of leadership or management experience or a proven track record of progressive leadership growth and increasing responsibility.

Care coordination scheduling experience preferred

Experience in managing operational metrics and team performance.

Highly developed written and verbal communication skills.

Excellent customer service skills and the ability to manage conflict resolution and client relationships effectively.

To apply please send your resume and a cover letter outlining your leadership experience key accomplishments and the value you would bring to the position.

Access Healthcare Services (AHS) is an equal opportunity employer committed to fostering a diverse inclusive and accessible workplace. We welcome and encourage applications from all qualified individuals. Accommodations are available upon request throughout all stages of the recruitment and selection process.

If you have questions about the position or Access Healthcare Services please contact Human Resources at

We would like to thank everyone in advance for their interest in AHS however only qualified applicants will be contacted for an interview.