Manager, Client Services and Professional Practice

4 weeks ago

Toronto, Canada Circle of Care, Sinai Health Full time

Job Description
Reporting to the Director, Client Services, the Manager of Client Services and Professional Practice is responsible for leading a team of Nurse Supervisors and Front Line Personal Support Workers (PSWs) on the Home Services Team. The Client Services Manager is responsible for ensuring high-quality, seamless service delivery to clients in the community. In this role, the Manager, Client Services will cultivate a collaborative team environment focused on delivering outstanding care to clients. An in-depth knowledge of home and community care services and nursing regulatory requirements is necessary for this role. This position requires strong leadership, effective communication, exceptional problem-solving and decision making skills as well as interpersonal skills with the ability to motivate and inspire a team.
Emphasis placed on best practice, the Client Services Manager ensures that all policies and procedures align with Provincial, Contractual and College regulations/guidelines. This includes timely updates to Infection Prevention and Control (IPAC) related policies and procedures.. This role plays a crucial part to support Accreditation Preparation, offering supporting evidence for Home Services, Medication Management, and other IPAC-related standards to ensure compliance and adherence to best practices.

**We are looking for**: a full-time, permanent Manager, Client Services and Professional Practice

**Salary**: Commensurate with experience

**Hours of Work**: 34 hours/week. This is a hybrid role that requires some time in office and in the community

**Reports to**: Director, Client Services

**Responsibilities**:
Excellence and Quality Improvement
- Provides leadership, supervision and clinical support to a team of Client Service Supervisors, Professional Practice Lead and PSWs providing homecare services in a region.
- Supports employees in providing high quality services including accurate documentation, incident reporting and clinical competence.
- Analyzes, summarizes and prepares reports as necessary for administrative purposes.
- Reviews and evaluates reports, chart audits and records to ensure clinical compliance.
- Provides formal and informal clinical consultation and professional guidance on Circle of Care policies and procedures through case reviews and team meetings.

Management of Relationships with External Partners
- Actively develop and foster trust-based and collaborative partnerships with external customers from key organizations, such as HCCSS, sub-contracted agencies and other funders and partners.
- Identify opportunities to demonstrate Circle of Care’s service assets and commitment to excellence to key partners and funders.
- Communicates as necessary, both verbally and in writing and takes determined action to support clients who have concerns / issues regarding Circle of Care service, quality and policies ensuring an exceptional client experience.

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.
- Participates in on-call responsibilities as per on-call rotation schedule.

Human Resource Administration
- Works in collaboration with Operations Manager to ensure adequate staffing (PSW) capacity levels to meet service needs
- Provide leadership and effective human resource management including the recruitment, orientation, ongoing learning and development and performance evaluations of all team members
- Collaborate with Human Resources to recruit, onboard, orient and train new Client Services Supervisors

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 on internal cross-functional project teams to lend skills, competence and product.

Risk, Health and Safety Management
- 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

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