Sr. Manager of Client Services
Permanent On-site | Barrie, ON
Description
Responsibilities:
Program and Organizational Management
- Collaborate with the Director and Program Managers to implement and monitor operational standards for all community-based services, ensuring programs meet quality and safety benchmarks.
- Ensure compliance with policies and regulations while maintaining excellent customer service for clients and their families.
- Support Program Managers in maintaining service consistency across multiple locations.
- Standardize operational procedures across programs to ensure consistency.
- Evaluate the impact of operational changes on service delivery.
- Act as Director of Community Services in their absence.
- Strategic Planning and Development.
- Collaborate with the Director & Managers to develop strategic initiatives aimed at improving client satisfaction, service delivery efficiency, and community impact.
- Contribute to organizational decision-making and strategic planning during meetings.
- Identify new opportunities for collaboration with community agencies.
- Provide data-driven insights to inform strategic objectives.
Financial Management
- Assist in developing program budgets and ensuring resources are effectively managed within identified program parameters.
- Monitor database utilization for the collection of statistical reports and recommend adjustments to improve efficiency.
- Stakeholder Engagement.
- Develop outreach strategies to strengthen community relationships.
- Act as a spokesperson for specific programs during stakeholder meetings.
Human Resources
- Implement team-building initiatives to improve collaboration.
- Contribute to the development and implementation of staff training and development initiatives, in partnership with the Director.
- Ensure the Collective Agreement and the agencies Policy and Procedures are upheld.
- Support union grievances and arbitration processes in consultation with leadership.
- Advocate for client and community service initiatives, representing the agency in meetings, events, and public forums.
- Ensure a safe and heathy work environment.
Quality Assurance and Service Delivery
- Accreditation: Develop and oversee implementation of quality improvement initiatives.
- Service Delivery Excellence: Collaborate with department staff to establish and monitor program performance metrics, ensuring adherence to quality standards and compliance with regulatory and internal policies.
- Reporting and Evaluation: Prepare regular reports on program outcomes, impact assessments, and budgetary expenditures for Director(s).
- Establish benchmarks for service excellence and monitor progress.
- Policy and Procedure Development: Develop and implement policies, procedures, and protocols to ensure compliance with regulatory and operational requirements.
- Identify areas for improvement and assist Program Managers in implementing corrective actions.
Leadership and Strategic Contributions
- Department Planning: Serve as a liaison between Program Managers and the Director to ensure clear communication and alignment on service goals.
- New Initiatives: Assist in research, planning, and implementing new initiatives that further the Agency’s Mission, Vision, and Values.
- Provide guidance to Program Managers in addressing emergent issues and crises to ensure continuity and quality of services.
- Assist with staffing-related matters, including performance management, scheduling, and employee relations.
- Develop contingency plans for program disruptions to ensure seamless service delivery (e.g., staffing shortages).
Qualifications
Education:
- Bachelor’s degree in health sciences, human/social services, nonprofit management, health administration, or related field. Will consider any post secondary along with relevant work/lived experience.
Experience:
- 7 years of progressive management experience, 5 years experience in social services, healthcare or another related field.
- Demonstrated leadership experience within a unionized environment.
Knowledge:
- Knowledge of funding agreements, strategic and operational planning/implementation, and key performance measurement.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Teams, SharePoint, and Outlook).
- Extensive knowledge of community services and relevant legislation related to vulnerable populations.
- Experience in program operations, planning, design, and evaluation, including evidence-based decision-making and data quality management.
- Proven ability to work with community partners to provide integrated services.
- Experience in human resources practices such as team development, training, coaching, and mentoring.
Skills:
- Proficient in performance management, conflict resolution, and scheduling.
- Skilled in change management, project management, compliance, risk management, continuous quality improvement, and data analysis.
- Strong analytical abilities to assess program effectiveness and implement solutions for improvement.
- Excellent communication skills, including negotiation, conflict resolution, interpersonal skills, and professional business writing.
- Ability to work effectively in a rapidly changing environment and manage competing priorities.
- Commitment to workplace health and safety and fostering a culture of safety.
Other Considerations
- Proof of eligibility to work in Canada.
- A valid Ontario driver’s license and reliable access to a motor vehicle (with insurability under the Agency’s vehicle insurance policy).
- Clear Criminal Record Check, including Vulnerable Sector Search.
- This position will participate in an Agency On-Call rotation. The purpose of this responsibility will be to deal with after hour Agency critical incidents such as flood, fire,
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