Job Title: Client Services Manager

Line of Business: GreeneStone Centre for Recovery

Location: Bala, ON (3571 Muskoka District Road 169, Bala, ON, Canada)

Status**:** Full-Time Permanent

Reports To: Clinical Director

Purpose Statement

In collaboration with Admissions, Referent Relations, and the Clinical Team—and reporting to the Clinical Director—the Client Services Manager oversees the full client lifecycle from admission through discharge. This role ensures a seamless onboarding experience, coordinates care throughout treatment and leads discharge planning to support sustainable recovery outcomes.

Once clients are in our treatment centres, the Client Services Manager serves as a primary point of contact for clients, families, and referents, ensuring clear communication, advocacy, and continuity of care. This role is accountable for admission coordination, discharge planning, aftercare coordination, and meeting referent and reporting requirements.

In addition to core responsibilities, this position actively supports and promotes equity, diversity, and inclusion across all client and staff interactions.

1. Intake & Admissions Coordination

• Acts as a secondary point of contact for the Intake team, in collaboration with the Executive Director and Clinical Director.
• Reviews all incoming admissions for suitability and completeness.
• Assigns beds and care teams; coordinates special requests such as transportation or accessibility needs.
• Prepares onsite teams for incoming clients through daily flash meetings and coordination updates.
• Ensures all admission documentation and data points are complete and accurate.
• Communicates site-related updates (room closures, incidents, capital projects, etc.) to Intake, Alumni, Business Development, and Operations teams.

2. Inpatient Client Support

• Serves as a resource for clients requiring assistance with external agencies and processes (e.g., Employment Insurance, transitional housing, transportation needs).
• Follows up with the inpatient care team (counsellors, nursing, support staff) to gather updates and communicate appropriately with referents.
• Liaises regularly with Referent Relations Managers on applicable cases.

3. Discharge Planning & Aftercare

• Meets individually with each client one to two weeks prior to discharge to:
  • Onboard clients to Aftercare and Alumni programs
  • Introduce family programs and volunteer opportunities
  • Ensure a comprehensive and individualized aftercare plan is completed
• Assists clients in identifying community supports such as CATC Connected services, 12-step meetings, outpatient clinics, and clinical resources in their home community.
• Works closely with Referent Relations Managers to ensure compliance with referent requirements (return-to-work protocols, monitoring, medication plans).
• Ensures discharge summaries and reports are completed accurately and delivered on time.

KEY DUTIES AND RESPONSIBILITIES

• Client-Centered Care

  • Support the clinical team through discharge processes, AMA/APA situations, and the development of non-compliance contracts when required.

• Leadership & Collaboration

  • Maintain regular (weekly) communication with organizational leaders to ensure alignment, transparency, and operational consistency.
  • Participate in on-call schedule for site leadership.

• Administrative Oversight

  • Oversee administrative processes related to the case management, ensuring documentation, reporting, and workflows are maintained to standard.

• Team Leadership & Development

  • Foster a positive, accountable, and collaborative team culture.

• Client Advocacy

  • Address client concerns including room requests, extensions, discrepancies, and non-compliance matters with professionalism and compassion.

• Case Management Oversight

  • Supervise recovery planning, aftercare coordination, and continuing care initiatives to support long-term recovery outcomes.

• Family & Referent Communication

  • Coordinate timely and appropriate communication with families and referents to maintain a strong and supportive care network.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong understanding of addiction treatment, recovery-oriented systems of care, and clinical best practices
• Knowledge of intake, admissions, discharge planning, and aftercare coordination
• Excellent interpersonal, communication, and conflict-resolution skills
• Ability to manage complex cases involving families, referents, and external stakeholders
• Strong organizational, administrative, and time-management skills
• Demonstrated leadership capabilities
• Ability to exercise sound judgment in high-pressure or sensitive situations
• Commitment to ethical practice, confidentiality, and client dignity
• Cultural competence and commitment to equity, diversity, and inclusion

EDUCATION, QUALIFICATIONS, AND TRAINING

• Background in human service field
• Prior experience in leadership, case management, or client services management strongly preferred
• Training in addictions and mental health, trauma-informed care, NVCI, and motivational interviewing is required