Manager of Client Services 18month Contract

18-month contract with opportunity for extension.

Summary

The Manager Client Services is responsible for leading managing and being accountable for the delivery of high-quality client-centered services across all Community Programs Assisted Living Sites and Transitional Bed Programs. This role provides operational leadership and oversight to frontline teams ensuring services are delivered safely effectively and responsively while meeting organizational policies collective agreement obligations legislative requirements and quality and health and safety standards. The Manager supports continuous improvement effective workforce planning and positive staff and client experiences through strong supervision collaboration and accountable decision-making.

Description of Duties Responsibility and Authority:

Program and Operational Leadership
Lead and manage the supervision and oversight of daily operations and service activities across all Community Programs Assisted Living Sites and Transitional Bed Programs ensuring alignment with collective agreements organizational policies and service standards.
Be accountable for overall operational effectiveness including facility operations staffing coverage and serving as a senior point of contact for complex client or service-related inquiries.
Lead and manage regular site and community visits to ensure quality standards compliance requirements and client safety expectations are consistently met.

Staffing and Scheduling
Lead and Accountable for scheduling daily visits and tasks for front line staff ensuring efficient and meaningful daily schedules clients centered approach and that schedule support ministry directed targets.
Manage the completion of staff evaluations in support of the People and Culture department and employee coaching documentation within the organizations HRIS and personnel files as required.
Lead manage and be accountable for supervision coaching and performance management of frontline staff up to and including written warnings in accordance with organizational policy and collective agreements.
Manage onboarding and orientation processes in collaboration with Human Resources including confirming training completion supporting documentation requirements and completing probationary reviews.
Be accountable for evaluating departmental scheduling protocols on a regular and as-needed basis to identify and resolve systemic issues and improve efficiencies.
Lead and manage after-hours managerial support through participation in and coordination of the manager on-call rotation acting as Team Lead / Duty Officer during assigned periods.
Lead Manage and Accountable for evaluation implementation and maintenance of the organizations Client Records and Management System

Quality Improvement Compliance and Risk Management
Lead and manage the establishment monitoring and ongoing evaluation of programs and services to ensure Quality Improvement standards are met.
Be accountable for reporting quality outcomes key performance indicators and required data to the appropriate Director and Leadership Team.
Manage and be accountable for ensuring all qualifying and regulatory requirements (e.g. RAI-CHA EMPI Lead and Uploader backup status) are completed current and effectively maintained.
Lead and manage the assessment and response to incidents complaints and accidents including identifying corrective preventative and proactive measures.
Manage modified work and return-to-work plans for staff in collaboration with WSIB and Leave Management processes.
Lead and manage emergency response activities including after-hours situations to address immediate safety or client care concerns as a member of the Emergency Response Team.

Health and Safety Oversight
Lead and manage the promotion and maintenance of a safe and healthy work environment for staff clients volunteers and visitors in accordance with the Occupational Health and Safety Act organizational policies and best practices.
Manage and conduct regular oversight activities including spot audits and inspections of community staff practices program sites and facilities to identify hazards risks and non-compliance.
Be accountable for ensuring identified issues are documented escalated as required and addressed in a timely manner through corrective and preventative actions.
Lead and manage staff coaching and corrective action related to health and safety practices including safe work procedures use of personal protective equipment and incident prevention.
Manage and support the investigation and follow-up of workplace injuries hazards and near misses in collaboration with the Joint Health and Safety Committee and leadership as applicable.

Training Reporting and Stakeholder Engagement
Contribute to internal training programs and learning modules as needed or requested.
Be accountable for the preparation and submission of designated KPIs metrics and mandatory funder reporting to the Leadership Team on a monthly and as-requested basis.
Lead and manage responses to internal and external inquiries by providing accurate information addressing concerns delivering presentations and representing the organization at meetings and community committees (e.g. ALC rounds).

Other
Be accountable for contributing to departmental budget planning and for managing assigned departmental budgets in alignment with approved allocations.
Lead and manage the visit approvals billing purposes ensuring timelines for established payroll and billing cycles are met.

This list of duties and responsibilities provides a summary of what is required of this role and may not constitute a complete and final list. Other duties to be completed as assigned.

Knowledge Skills Abilities and Other Qualifications:

Post-secondary diploma or degree in Health Care Human Services Community Services Business Administration or a related field or an equivalent combination of education and relevant experience.
Minimum five (5) years of progressive supervisory or management experience in a health community or social services environment; experience in a unionized setting is preferred.
Demonstrated ability to lead manage and be accountable for multidisciplinary teams delivering frontline services across multiple sites and community-based environments.
Strong working knowledge of Ontario employment and labour legislation including the Employment Standards Act Occupational Health and Safety Act Workplace Safety and Insurance Act and applicable privacy legislation.
Proven experience in performance management including coaching progressive discipline conflict resolution and supporting staff development and engagement.
Sound understanding of quality improvement risk management incident management and continuous improvement practices within a regulated service delivery environment.
Demonstrated ability to plan organize implement and evaluate programs services and operational workflows while balancing competing priorities and operational demands.
Strong analytical skills with the ability to identify systemic issues assess risk interpret data and implement practical sustainable solutions.
High level of professionalism integrity discretion and accountability when working with sensitive employee client and organizational information.
Excellent verbal and written communication skills with the ability to prepare reports deliver presentations and communicate effectively with staff leadership funders partners and community stakeholders.
Proficiency with scheduling client management and human resources information systems and strong working knowledge of Microsoft Office applications; ability to quickly learn and adapt to new systems and technologies.
Demonstrated knowledge of health and safety principles including hazard identification safe work practices and supervisory responsibilities under the Occupational Health and Safety Act.
Current CPR and Standard First Aid certification or the ability to obtain within a defined timeframe.
Experience in residential care assisted living or community-based service environments is considered an asset.
LEAN training and experience using LEAN principles in a work environment is considered an asset
Indigenous Cultural Safety training and experience working in diverse communities is considered an asset.
Proficiency in French is considered an asset.

General Working Conditions

Mix of in office and on site work may work remotely as needed
Mostly seated with some standing
On call requirements for managers as needed
37.5 hours per week usually working Monday-Friday from 8:30am-4:30pm with a 30-minute lunch. May flex time as needed and approved

Diversity Equity and Inclusion

Helping Hands is committed to fostering a respectful inclusive and equitable workplace where all individuals are valued and supported. We recognize that diversity of backgrounds experiences and perspectives strengthens our organization and enhances the services we provide to our community. We are dedicated to creating a work environment free from discrimination and barriers and to upholding principles of equity accessibility cultural safety and mutual respect in all aspects of our work.

Other Considerations

Due to the changing nature of the Organizations role and relationship with funders the duties and responsibilities of this position may change from time to time necessitating the delegation of other related duties within the Organization.

This position is created and maintained within the Organization through program funding through the Government of Ontario. The continuation of this position within the Organization is dependent on continued funding through the Government of Ontario.

AI Statement

Required Experience:

Manager