Job Description

The Manager, Holocaust Survivor Services Program (HSSP) is responsible for the strategic oversight, operational leadership, and coordination of high-quality, client-centred services delivered to Holocaust Survivors living in the community. This role provides leadership and support to a team of Case Managers and administrative staff, ensuring the delivery of compassionate, trauma-informed, culturally sensitive, and evidence-informed care to highly vulnerable and aging populations.

The Manager is accountable for ensuring seamless and responsive care experiences that promote client safety, dignity, independence, and quality of life. This includes overseeing day-to-day program operations, supporting staff performance and professional development, optimizing caseload distribution and service utilization, and implementing quality improvement initiatives aligned with organizational priorities and funder expectations. The Manager fosters a culture of collaboration, accountability, continuous improvement, and person-centred care across all program areas.

The role includes oversight of program performance indicators, service targets, budget monitoring, resource allocation, and compliance with organizational policies, accreditation standards, privacy legislation, and funder requirements.

The Manager serves as a key liaison with funders and internal teams to strengthen partnerships, support program sustainability, and enhance service delivery outcomes. This position works collaboratively with internal departments to support operational excellence, audit readiness, reporting requirements, and strategic initiatives.

The Manager will support innovation, staff engagement, and the evolution of community-based services that respond to complex and changing needs of Holocaust Survivors.

We are looking for: A Full-Time Permanent Manager, Holocaust Survivor Services Program (HSSP)

Hours of Work: 34-hour work week. Monday to Thursday: 8:30am to 4:30pm and Friday: 8:30am to 3:30pm. This is a hybrid role. On-Call is required.

Reports to: Director, Client Services

Compensation

Hiring Salary Range: The salary for this role ranges from $80,000 to $95,000 per year, depending on your skills and experience.

On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.

Circle of Care Benefits:
Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

Holocaust Survivor Service Program

• Provide leadership and oversight in monitoring and managing the weekly Claims Conference budget, including tracking expenditures, reviewing service utilization trends, analyzing variances, identifying financial risks, and developing recommendations and mitigation strategies to support achievement of a balanced year-end budget.
• Collaborate closely with the Finance team to support fiscal accountability, budget planning, funding allocations, forecasting activities, reconciliation processes, and adherence to organizational and funder financial requirements and recommendations.
• Support the ongoing monitoring of program performance indicators, service trends, and operational metrics to ensure effective stewardship of program resources and alignment with funding expectations.
• Lead and participate in continuous quality assurance and quality improvement initiatives aimed at enhancing service delivery, operational efficiency, client outcomes, compliance, and overall program effectiveness.
• Coordinate and prepare comprehensive quarterly reports, funding requests, utilization summaries, and supporting documentation required for Claims Conference funding approvals, ensuring accuracy, timeliness, and alignment with funder expectations and reporting requirements.
• Provide leadership, guidance, and operational support to Case Managers, Practice Leads, Coordinators, and administrative staff, including supporting complex clinical and operational decision-making, problem-solving, workflow management, and process development.
• Support the development, implementation, review, and optimization of operational processes, policies, procedures, and best practices to enhance consistency, accountability, service quality, and operational sustainability across the program.
• Manage and resolve complex or escalated client, caregiver, and service-related concerns in a timely, professional, and compassionate manner, including issues involving subcontractors, service agreements, risk management, and service delivery challenges.
• Work collaboratively with subcontractors and community partners to address service concerns, monitor performance expectations, and ensure services are delivered in alignment with contractual obligations, organizational standards, and client care expectations.
• Maintain strong working relationships with the Claims Conference Program Officer to address operational challenges, discuss exceptional client circumstances, seek approvals or special permissions when required, and support effective program oversight and communication.
• Actively contribute to organizational and departmental change management initiatives by identifying opportunities for improvement, supporting innovation, reviewing existing workflows, and implementing efficient, client-centered, and sustainable operational processes.
• Ensure timely, accurate, and transparent communication regarding operational updates, process changes, policy revisions, and organizational initiatives to all relevant internal stakeholders and external partners, supporting alignment, collaboration, and successful implementation across the organization.

Excellence and Quality Improvement

• Provide professional leadership to the service team members and ensure employees are fulfilling their mandate and accountabilities.
• Ensure that clients and their families experience a high quality and responsive healthcare service and outcome.
• Implement quality assurance and improvement of programs, processes, and accountability for the client services team.

Management of Relationships with External Partners

• Actively establish, strengthen, and maintain trust-based, collaborative, and professional relationships with external stakeholders, including Ontario Health at Home (OHAH), funders, healthcare partners, community agencies, and other key system partners, to support effective communication, service integration, and positive partnership outcomes.
• Serve as a key organizational representative and liaison with funders and external stakeholders by fostering open communication, demonstrating accountability, and supporting ongoing collaboration aligned with Circle of Care’s mission, values, and strategic priorities.
• Support the preparation and coordination of reports, program updates, presentations, data requests, and operational information required by funders and external partners to demonstrate program effectiveness, service outcomes, accountability, and compliance with funding expectations.
• Proactively address and resolve client, caregiver, and stakeholder concerns related to service delivery, quality of care, policies, or operational issues in a timely, compassionate, and professional manner, ensuring concerns are managed with sensitivity, respect, and a strong focus on client experience and service excellence.
• Lead and support service recovery efforts by conducting thorough reviews of concerns, identifying root causes, implementing corrective actions where appropriate, and collaborating with internal teams to promote continuous quality improvement and risk mitigation.
• Promote a culture of responsiveness, accountability, and exceptional customer service by ensuring client feedback, complaints, compliments, and service concerns are appropriately documented, investigated, monitored, and addressed in alignment with organizational policies and quality standards.

Leadership & 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 ensuring by providing consistent communication, coaching, and motivation.

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/or participate in internal cross-functional project teams to lend skills, competence, and product.

Risk, Health, Safety & Governance Stewardship

• 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

• Registered and regulated health professional in good standing with the applicable regulatory college.
• Post-secondary degree or diploma from an accredited institution in Nursing, Social Work, or a related healthcare field.
• 5+ years of progressive leadership experience within the healthcare, community care, or social services sector, with demonstrated success leading teams in a fast-paced and evolving environment.
• Previous management or supervisory experience within a home and community care setting is considered a strong asset.
• Knowledge of leadership principles, change management strategies, operational planning, workflow optimization, and continuous quality improvement methodologies.
• Understanding of healthcare operations, service delivery models, case management practices, and the coordination of community-based services for vulnerable populations.
• Knowledge of community resources, healthcare systems, social service networks, and community support services, particularly those supporting seniors and aging populations, is considered an asset.
• Ability to manage complex situations, competing priorities, and operational challenges while exercising sound judgment, critical thinking, and effective problem-solving skills.
• Strong interpersonal, communication, and relationship-building skills, with the ability to collaborate effectively with internal teams, external partners, funders, clients, families, and community stakeholders.
• Ability to lead, coach, mentor, and support staff while fostering a positive, collaborative, and accountable team environment.
• Experience supporting organizational initiatives related to program development, policy implementation, audits, compliance, and performance monitoring is considered an asset.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and Teams), with the ability to analyze data, prepare reports, develop presentations, and support operational tracking and reporting requirements.
• 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. Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process. Only applicants who are selected for an interview will be contacted.

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