Job Description

The Manager, Client Services is accountable for ensuring the delivery of high-quality services through the development and oversight of competent, well-functioning teams. This includes monitoring service delivery to ensure alignment with organizational standards, identifying gaps in performance or care, and initiating targeted improvement strategies. The Manager, Client Services plays a critical role in fostering a culture of excellence by implementing quality assurance measures, supporting team development, and driving continuous service enhancement.

We are looking for: full-time permanent Client Services Manager

Hours of Work: 34 hours per week. Monday to Thursday 8:30am to 4:30pm, Friday 8:30 to 3:30pm. Required to contribute to an on-call rotation. This is a hybrid role which requires two days in office per week as well as time in the Community when required. The remainder of the week can be in a work from home environment.

Reports to: Director, Client Services

Responsibilities

Excellence and Quality Improvement

• Provide strong and professional leadership to the service team, ensuring all staff fulfill their roles and responsibilities.
• Ensure clients and families consistently experience high-quality, responsive, and person-centered care.
• Oversee and implement quality assurance and continuous improvement programs to monitor service standards and address areas for enhancement.
• Collaborate with the Quality Team to review, analyze, and submit Client Services Supervisor (CSS) initial and reassessment data to ensure Key Performance Indicators (KPIs) are consistently met.
• Monitor CSS performance to ensure assessments, care planning, and documentation are completed accurately and promptly.
• Identify and address the service gaps, initiating improvement plans that strengthen the quality of care and team competencies.
• Lead and trigger caseload realignments, ensuring skilled CSSs are assigned to caseloads and sites appropriate to their experience and expertise.
• Partner with the Director, Professional Practice to develop training opportunities, educational agendas, and resources for PSWs to support adherence to clinical standards and organizational policies.

Management of Relationships with External Partners

• Develop and maintain collaborative, trust-based relationships with external funders and stakeholders, including Ontario Health and other key partners.
• Represent the organization in all external funder meetings, including quarterly performance meetings, ensuring effective communication of service delivery outcomes, challenges, and quality initiatives.
• Highlight Circle of Care’s strengths, achievements, and commitment to excellence through proactive engagement with funders.
• Take prompt and effective action to address any client or funder concerns related to service quality, access, or compliance with policies.
• Lead Performance Meetings with subcontractors and establish bi-weekly meetings to ensure they are meeting the quality standards.

Leadership and Change Management

• Model the way for employees through personal example and a dedication to action, results, and client service excellence.
• Develop and sustain a team culture that embodies open and two-way communication, client-centered focus, learning and innovation, accountability for achievement, teamwork, a focus on continuous improvement and respect.
• Support direct reports by providing consistent communication, coaching, and motivation.
• Participate in union meetings alongside CSSs, offering direct support and guidance in the resolution of team-related matters.
• Drive team engagement and ownership of organizational goals and service excellence.

Management of Relationships with Internal Partners

• Facilitate concise, accurate, two-way, and timely communication of all team information between department and key internal/external stakeholders.
• Lead and participate in internal cross-functional project teams to lend skills and competence.
• Act as a bridge between operational teams and senior leadership to ensure alignment and implementation of strategic initiatives.

Risk, Health and Work Place Safety

• Participating in health and safety processes and procedures.
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being.
• Participating in all health and safety training initiatives on a regular basis.
• Taking proactive action against client incidents within your scope of practice.
• Protecting the wellbeing of staff by providing a safe and healthy working environment.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Qualifications

• RPN or RN required
• 5+ years of leadership experience.
• Management experience in a home care setting is considered an asset.
• Experience with Ontario Health at Home considered an asset.
• 5+ years of experience in a customer focused operational environment.
• Understanding leadership, change management, business systems, and processes.
• Knowledge of community resources, healthcare, and social service systems.
• Intermediate skills in an automated environment and with the Microsoft Office environment.
• Ability to travel to various worksites on a regular basis and to respond to emergency situations.

Additional information

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.

We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Only applicants who are selected for an interview will be contacted.

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