Job Title

18-month contract with opportunity for extension. Summary The Manager, Client Services is responsible for leading, managing, and being accountable for the delivery of high-quality, client-centered services across all Community Programs, Assisted Living Sites, and Transitional Bed Programs. This role provides operational leadership and oversight to frontline teams, ensuring services are delivered safely, effectively, and responsively while meeting organizational policies, collective agreement obligations, legislative requirements, and quality and health and safety standards. The Manager supports continuous improvement, effective workforce planning, and positive staff and client experiences through strong supervision, collaboration, and accountable decision-making. Description Of Duties, Responsibility And Authority Program and Operational Leadership Lead and manage the supervision and oversight of daily operations and service activities across all Community Programs, Assisted Living Sites, and Transitional Bed Programs, ensuring alignment with collective agreements, organizational policies, and service standards. Be accountable for overall operational effectiveness, including facility operations, staffing coverage, and serving as a senior point of contact for complex client or service-related inquiries. Lead and manage regular site and community visits to ensure quality standards, compliance requirements, and client safety expectations are consistently met. Staffing, and Scheduling Lead and Accountable for scheduling daily visits and tasks for front line staff, ensuring efficient and meaningful daily schedules, clients centered approach, and that schedule support ministry directed targets. Manage the completion of staff evaluations, in support of the People and Culture department, and employee coaching documentation within the organizations HRIS and personnel files, as required. Lead, manage, and be accountable for supervision, coaching, and performance management of frontline staff, up to and including written warnings, in accordance with organizational policy and collective agreements. Manage onboarding and orientation processes in collaboration with Human Resources, including confirming training completion, supporting documentation requirements, and completing probationary reviews. Be accountable for evaluating departmental scheduling protocols on a regular and as-needed basis to identify and resolve systemic issues and improve efficiencies. Lead and manage after-hours managerial support through participation in and coordination of the manager on-call rotation, acting as Team Lead / Duty Officer during assigned periods. Lead, Manage and Accountable for evaluation, implementation and maintenance of the organizations Client Records and Management System. Quality Improvement, Compliance, and Risk Management Lead and manage the establishment, monitoring, and ongoing evaluation of programs and services to ensure Quality Improvement standards are met. Be accountable for reporting quality outcomes, key performance indicators, and required data to the appropriate Director and Leadership Team. Manage and be accountable for ensuring all qualifying and regulatory requirements (e.g., RAI-CHA, EMPI Lead and Uploader backup status) are completed, current, and effectively maintained. Lead and manage the assessment and response to incidents, complaints, and accidents, including identifying corrective, preventative, and proactive measures. Manage modified work and return-to-work plans for staff in collaboration with WSIB and Leave Management processes. Lead and manage emergency response activities, including after-hours situations, to address immediate safety or client care concerns as a member of the Emergency Response Team. Health and Safety Oversight Lead and manage the promotion and maintenance of a safe and healthy work environment for staff, clients, volunteers, and visitors in accordance with the Occupational Health and Safety Act, organizational policies, and best practices. Manage and conduct regular oversight activities, including spot audits and inspections of community staff practices, program sites, and facilities to identify hazards, risks, and non-compliance. Be accountable for ensuring identified issues are documented, escalated as required, and addressed in a timely manner through corrective and preventative actions. Lead and manage staff coaching and corrective action related to health and safety practices, including safe work procedures, use of personal protective equipment, and incident prevention. Manage and support the investigation and follow-up of workplace injuries, hazards, and near misses, in collaboration with the Joint Health and Safety Committee and leadership, as applicable. Training, Reporting, and Stakeholder Engagement Contribute to internal training programs and learning modules, as needed or requested. Be accountable for the preparation and submission of designated KPIs, metrics, and mandatory funder reporting to the Leadership Team on a monthly and as-requested basis. Lead and manage responses to internal and external inquiries by providing accurate information, addressing concerns, delivering presentations, and representing the organization at meetings and community committees (e.g., ALC rounds). Other Be accountable for contributing to departmental budget planning and for managing assigned departmental budgets in alignment with approved allocations. Lead and manage the visit approvals billing purposes, ensuring timelines for established payroll and billing cycles are met. This list of duties and responsibilities provides a summary of what is required of this role, and may not constitute a complete and final list. Other duties to be completed as assigned. Knowledge, Skills, Abilities And Other Qualifications Post-secondary diploma or degree in Health Care, Human Services, Community Services, Business Administration, or a related field, or an equivalent combination of education and relevant experience. Minimum five (5) years of progressive supervisory or management experience in a health, community, or social services environment; experience in a unionized setting is preferred. Demonstrated ability to lead, manage, and be accountable for multidisciplinary teams delivering frontline services across multiple sites and community-based environments. Strong working knowledge of Ontario employment and labour legislation, including the Employment Standards Act, Occupational Health and Safety Act, Workplace Safety and Insurance Act, and applicable privacy legislation. Proven experience in performance management, including coaching, progressive discipline, conflict resolution, and supporting staff development and engagement. Sound understanding of quality improvement, risk management, incident management, and continuous improvement practices within a regulated service delivery environment. Demonstrated ability to plan, organize, implement, and evaluate programs, services, and operational workflows while balancing competing priorities and operational demands. Strong analytical skills with the ability to identify systemic issues, assess risk, interpret data, and implement practical, sustainable solutions. High level of professionalism, integrity, discretion, and accountability when working with sensitive employee, client, and organizational information. Excellent verbal and written communication skills, with the ability to prepare reports, deliver presentations, and communicate effectively with staff, leadership, funders, partners, and community stakeholders. Proficiency with scheduling, client management, and human resources information systems, and strong working knowledge of Microsoft Office applications; ability to quickly learn and adapt to new systems and technologies. Demonstrated knowledge of health and safety principles, including hazard identification, safe work practices, and supervisory responsibilities under the Occupational Health and Safety Act. Current CPR and Standard First Aid certification, or the ability to obtain within a defined timeframe. Experience in residential care, assisted living, or community-based service environments is considered an asset. LEAN training and experience using LEAN principles in a work environment is considered an asset. Indigenous Cultural Safety training and experience working in diverse communities is considered an asset. Proficiency in French is considered an asset. General Working Conditions Mix of in office and on site work, may work remotely as needed Mostly seated with some standing On call requirements for managers as needed 37.5 hours per week, usually working Monday-Friday from 8:30am-4:30pm with a 30-minute lunch. May flex time as needed and approved Diversity, Equity and Inclusion Helping Hands is committed to fostering a respectful, inclusive, and equitable workplace where all individuals are valued and supported. We recognize that diversity of backgrounds, experiences, and perspectives strengthens our organization and enhances the services we provide to our community. We are dedicated to creating a work environment free from discrimination and barriers, and to upholding principles of equity, accessibility, cultural safety, and mutual respect in all aspects of our work. Other Considerations Due to the changing nature of the Organizations role and relationship with funders, the duties and responsibilities of this position may change, from time to time, necessitating the delegation of other related duties within the Organization. This position is created and maintained within the Organization through program funding through the Government of Ontario. The continuation of this position within the Organization is dependent on continued funding through the Government of Ontario. AI Statement We may use AI-enabled tools to assist with screening applications or assessments. These tools supportbut do not replacehuman decision-making. All hiring decisions are made by people. Accommodations are available upon request. #J-18808-Ljbffr