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

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We are looking fo** r: full-time permanent Client Services Manag

erHours 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 environmen

t.Reports to : Director, Client Servic

**es

Responsibilit**

i

es Excellence and Quality Improvem

• ent

  Provide strong and professional leadership to the service team, ensuring all staff fulfill their roles and responsibilit

• ies.Ensure clients and families consistently experience high-quality, responsive, and person-centered c

• are.Oversee and implement quality assurance and continuous improvement programs to monitor service standards and address areas for enhancem

• ent.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 promp

• tly.Identify and address the service gaps, initiating improvement plans that strengthen the quality of care and team competenc

• ies.Lead and trigger caseload realignments, ensuring skilled CSSs are assigned to caseloads and sites appropriate to their experience and expert

• ise.Partner with the Director, Professional Practice to develop training opportunities, educational agendas, and resources for PSWs to support adherence to clinical standards and organizational polic

i

es. Management of Relationships with External Part

• ners

  Develop and maintain collaborative, trust-based relationships with external funders and stakeholders, including Ontario Health and other key part

• ners.Represent the organization in all external funder meetings, including quarterly performance meetings, ensuring effective communication of service delivery outcomes, challenges, and quality initiat

• ives.Highlight Circle of Care’s strengths, achievements, and commitment to excellence through proactive engagement with fun

• ders.Take prompt and effective action to address any client or funder concerns related to service quality, access, or compliance with poli

• cies.Lead Performance Meetings with subcontractors and establish bi-weekly meetings to ensure they are meeting the quality stand

a

rds. Leadership and Change Manag

• ement

  Model the way for employees through personal example and a dedication to action, results, and client service excel

• lence.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 re

• spect.Support direct reports by providing consistent communication, coaching, and motiv

• ation.Participate in union meetings alongside CSSs, offering direct support and guidance in the resolution of team-related ma

• tters.Drive team engagement and ownership of organizational goals and service excel

l

ence. Management of Relationships with Internal Pa

• rtners

  Facilitate concise, accurate, two-way, and timely communication of all team information between department and key internal/external stakeh

• olders.Lead and participate in internal cross-functional project teams to lend skills and comp

• etence.Act as a bridge between operational teams and senior leadership to ensure alignment and implementation of strategic initi

**atives.

Risk, Health and Work Plac**

• e Safety

  Participating in health and safety processes and pr

• ocedures.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 we

• ll-being.Participating in all health and safety training initiatives on a regul

• ar basis.Taking proactive action against client incidents within your scope of

• practice.Protecting the wellbeing of staff by providing a safe and healthy working env

• ironment.Promoting a culture of safety by being responsible for encouraging blame-free r

• eporting.Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to t

h

e event. Quali

• fications

  RPN or R

• N required5+ years of leadership e

• xperience.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 en

• vironment.Understanding leadership, change management, business systems, and

• processes.Knowledge of community resources, healthcare, and social servic

• e systems.Intermediate skills in an automated environment and with the Microsoft Office en

• vironment.Ability to travel to various worksites on a regular basis and to respond to emergency s

ituations.