Client Care Manager

1 month ago

Burnaby, Canada PADS Full time

**PUPPIES ARE JUST ONE OF THE JOB PERKS**:
We’re an organization driven by passionate people - that happens to include puppies - that grow up to change lives every single day. We expect excellence of ourselves and our team, but we have fun too.
Pacific Assistance Dogs Society (PADS) breeds, raises and trains fully certified assistance dogs. Our service (mobility & PTSD) and hearing dogs provide life-changing independence to those with disabilities other than blindness. Our accredited facility dogs work with community professionals, such as teachers, RCMP and psychologists to help support wellness in our community. We’re proud of the fact that we were the first fully accredited member of Assistance Dogs International in Canada.

**ABOUT THE POSITION**:
We are seeking someone to fill the role of Client Care Manager (37.5 hr/week). This role works closely with Programs teams, leads cross-functional teams within the organization, and collaborates with external partners. The Client Care Manager reports to the Director of Programs and supervises staff members and volunteers who support these PADS programs.

**ABOUT YOU**:

- University degree in Social Work, Veterinary Social Work, Psychology or related fields
- 4+ years’ of proven experience in: client services, experience in animal based non-profit or equivalent professional experience
- Working knowledge of adult education and demonstrated skill for teaching adults is required
- Experience working in the non-profit sector as an employee or volunteer is as asset
- Working knowledge of disabilities, including familiarity with terminology, medical requirements, and psychological and social factors.
- Proficient use of PCs, including MS Word, Excel, and Outlook. Ability to learn new software is an asset.
- Articulate, precise and receptive educator and communicator to individuals, groups and the public at large, both verbally and in writing.
- Demonstrated capability in problem-solving, tactical thinking, and organizational skills.
- Proficient in supervising staff members and volunteers.
- Proven record of engaging in positive, productive working relationships with internal and external stakeholders.
- High level of earned trust, appropriate confidentiality and sound judgment in conduct and interactions.

**ABOUT THE JOB**:
The Client Care Manager handles these responsibilities for the Society:
**Management and staff support (40%)**:

- Prepare and monitor budgets and financial projections for Client Care initiatives, activities and facilities
- Supervision, support, training of staff in Client Care
- Review of job descriptions, identifying changing program needs, participating in job postings, interviewing, hiring and on-boarding new staff in Client Care

**Operations (30%)**:

- Actively monitor Client Care progress relative to operations plan, identifying shortfalls and stumbling blocks, problem-solving solutions;
- Comply with PADS’ procedures to meet ADI minimum standards and ethics related to Client Care
- Ensure data and other documentation and tools that ADI Accreditation inspections require in their review and assessment of PADS’ client and volunteer programs; implement updates to ADI accreditation standards, as required.
- Evaluate Client Care policies and procedures and update to meet the needs of PADS Clients and staff
- Actively participate in the maintenance of up-to-date, accurate and complete records regarding PADS Client Care

**Committees, education and outreach (20%)**:

- Sit on Client Advisory Committee as PADS representative
- Facilitate monthly Client Webinar series
- Develop new programs and initiatives to support clients and their dogs

**Additional responsibilities (10%)**:

- Liaise with internal and external stakeholders, and provide education to the public about Assistance Dogs and the legal rights of people with disabilities who are partnered with them.
- Assist with outreach events, as required

**WORKING CONDITIONS & COMPENSATION**:
This is a hybrid position working out of our Burnaby, BC Campus. The PADS Client Care Manager shares work space and equipment with other employees at PADS’ facilities. Most of the time, work is scheduled from Monday to Friday, 7.5 hours per day, from 9 am to 5 pm with a 30-minute unpaid lunch break. There may occasionally be need to work evenings or weekends.

The position is compensated at $70,000 per year with a benefits package after the 3 month probation period.

**BE YOU.** WITH US.**:
We serve communities that are greater and stronger because of their diversity. What makes YOU different is worth both celebrating and cultivating.

PADS is committed to equality across race, gender, age, religion, identity, ability, and experience. We invite you to bring your whole self to our team, helping us to change lives, one dog —and person—at a time.

**DOES THIS ALL SOUND LIKE A GOOD FIT?**:

- Applications will be reviewed on a rolling basis.

Accommodation will be provided in all parts of t

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