Position Title: Manager, Services & Operations 

Reports To : Director, Operations

I. Scope and Summary of Primary Responsibilities

The Manager, Services & Operations is responsible for overseeing the delivery of high-quality, person-centered services for individuals who are Deafblind. Key responsibilities include, team supervision, service coordination, resource allocation, and strategic initiatives to drive program growth, client outcomes and operational excellence. This position also ensures adherence to established policies, procedures, and quality standards while advocating for accessibility and inclusivity.

II. Essential Functions

This position entails, but is not limited to the following general responsibilities:

• Establish service objectives aligned with organizational priorities.

• Develop and implement strategies to grow the client base and optimize service utilization.

• Allocate resources for effective, timely service delivery.

• Contribute to the development and implementation of strategic initiatives

• Facilitate access to funding, technology, and resources for individuals who are Deafblind.

• Monitor and evaluate service quality, client outcomes, and team performance

• Manage crisis intervention and complex cases.

• Supervise staff and measure performance within approved DBCS policies, practices and standards.

• Ensure all services comply with established policies, procedures, and timelines to maintain operational excellence and accountability.

• Oversee volunteer and student placement to enhance program capacity.

• Collect and analyze data for reports and funding requirements.

• Track service usage, and staff capacity to inform decision-making.

• Engage in service expansion initiatives and foster client self-advocacy.

• Build positive relationships with clients, families and community partners.

• Advocate for Deafblind individuals and raise awareness through education and training.

• Implement service measurement tools and quality improvement programs.

• Track operational needs, ensuring compliance with policies and best practices.

• Manage data for internal reporting and compliance with funding requirements.

• Lead and inspire a multidisciplinary team, with a focus on collaboration and continuous improvement.

• Recruit, train, supervise, and coach staff, including performance evaluations and professional development.

• Assess training needs to enhance operational effectiveness.

• Promote staff wellness, accountability, and retention.

• Resolve routine and complex service issues within policy and procedural thresholds.

• Allocate resources to address service issues and meet budget constraints.

• Make decisions regarding program planning, staff resourcing, and service expansion.

• Collaborate on program planning and service standards to achieve organizational goals.

III. Qualifications

Experience and Education

• Diploma or degree in human services or related field; graduate level or equivalent related experience preferred.

• Minimum 5 years of experience managing a team, including remote staff.

• Experience in service protocols, standards and practices across all Deafblind services practice areas.

• Proficiency in client management systems and office software.

• Strong interpersonal and alternate communication skills (e.g., sign language and tactile methods).

• Self-directed, organized, and detail-oriented

• Commitment to individual centered approaches and continuous improvement.

Work Environment

• Service delivery occurs in offices, client homes and community settings.

• Flexible hours and occasional overnight travel required.

How to Apply

Contact: Sally Teng, Coordinator, People Engagement & Operations

Email:   Careers@deafblindservices.ca

CNIB Deafblind Community Services is committed to Employment Equity and Diversity based on merit, transparency, accessibility, and inclusion ensuring that all candidates are given a fair opportunity. We will provide accommodation, accessible formats and communication supports at every stage of the recruitment and selection process upon request.

Please note:

We thank all applicants for their interest in CNIB Deafblind Community Services, however, only those selected for an interview will be contacted. While we invite applications from all interested and qualified applicants, we are unable to follow-up with every applicant.

Website: https://deafblindservices.ca/

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