Manager of Client Services

2 weeks ago

Toronto, Canada Dixon Hall Full time

**Employment Type**: Full-time
**Department**: Seniors' Services
**Union**: Excluded
**File #**: 23-SRS-12 (1 OPEN)
**Posting Date**:June 13, 2023
**Posting Close**: June 27, 2023

**Dixon Hall** is a multi-service agency located in the heart of east downtown Toronto committed to realizing the vision of a city where everyone thrives. Since 1929, we have been touching the lives of thousands of our community’s most vulnerable residents by providing a range of programs and services across every stage of life. We create lasting solutions to end poverty, social injustices, and isolation in Toronto. We value respect, diversity, integrity, care, compassion, and accountability.

Reporting to the Director of Seniors Services, the Manager of Client Services is responsible for developing, implementing, evaluating, and coordinating Dixon Hall’s case management services. This role will also be responsible for the operations, financial management, program development and related settlement services across the organization. This role will provide day-to-day supervision, mentorship, and performance support to the Case Management team ensuring high quality delivery of case management services.

The Manager of Client Services is required to perform their duties in a manner consistent with Dixon Hall’s Mission, Vision and Values, ensure safety, and demonstrate customer service excellence.

**DUTIES AND RESPONSIBILITIES**

Department Development and Strategy
- Spearhead the development and growth of the Case Management Department, ensuring alignment with organizational goals.
- Collaborate with organizational leadership to develop the overall strategic direction of the Case Management Department.
- Conduct assessments of community needs, emerging trends, and service gaps to inform strategic decision-making.
- Identify and prioritize departmental goals and objectives, aligning them with the organization's mission and vision.
- Develop strategies and action plans to address challenges, improve service delivery, and enhance client outcomes.
- Design and implement programs and initiatives to enhance case management services and meet the evolving needs of the target population.
- Implement and support strategic initiatives changes within Housing Services, Seniors Services and Settlement Services and cross-functionally within Dixon Hall
- Oversee and monitor the delivery of case management services, ensuring that clients receive appropriate assessments, care plans, and referrals to community resources.
- Review and evaluate client progress reports, ensuring that services are effective, goals are being met, and outcomes are achieved.
- Provide consultation and support to case workers in complex cases, helping them develop effective intervention strategies.
- Ensure accurate and timely documentation of client records, ensuring confidentiality and adherence to data protection regulations.
- Maintain current knowledge of trends in the delivery of tenant services, services to seniors, marginalized individuals, adults with a disability and mental health and those afflicted with addictions.

Staff Supervision and Development
- Provide direct supervision and guidance to a team of case workers, ensuring their professional growth, adherence to policies and procedures, and high-quality service delivery.
- Promote a client-center approach among staff, emphasizing empathy, cultural sensitivity, and trauma-informed care.
- Ensure that case workers regularly monitor client activity and provide corrective action and revisions to care plans as required.
- Conduct regular team meetings and subsequently provides decision-making/case planning support.
- Administer and implement Supportive Housing Policies and Program with a focus on building tenant stability and housing stabilization.
- Establish and maintain a working relationship with the city of Toronto’s Coordinated Access Program for new intakes and referrals.
- Monitor program targets and ensure that client information is accurately reflected in the appropriate case management database.
- Support and mediate conflicts in accordance with the grievance procedure set out within the Collective Agreement
- Coordinate employee performance and appraisal programs in conjunction with Dixon Hall’s established calendar and in collaboration with the People and Culture Manager.
- Collaborate with the People and Culture Manager on the return to work and leave of absence process.

Network and Relationship Management
- Work collaboratively with partners and community members to ensure that the team is following best practice standards for a variety of case management interventions.
- Participate in external committees and liaise with community support and partners as required.

Budgeting and Reporting
- Develop a yearly budget for Dixon Hall’s Case Management department in collaboration with the department Directors, the Manager of Community Development, and People and Culture.
- Oversight on budgets

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