Manager, Client Care

3 months ago

Toronto, Canada Edgewood Health Network Inc Full time

**Manager, Client Care**

**Bellwood Health Services**

Reporting to the Clinical Director, the Manager, Client Care is a key role at Bellwood Health Services. The Manager leads a large team of Mental Health and Addictions Support Workers (“Support Workers”) who interact, build relationships and support the client community every day with all of their daily needs and activities. This team is at the heart of Bellwood and shows our clients daily how much we care about them, and we are their partner in treatment and recovery.

**Responsibilities**
- Lead the team of Support Workers and create the vision for best practices, customer service, innovation and improvement
- Provide leadership, direction and coaching to two direct reports, including: Supervisor, Client Care, and the Client Care Coordinator
- Ensure that client admission, residential time and discharge processes are smooth, by working with leadership and other stakeholders to find ways of continuous improvement
- Responsible for daily bed flow management and coordination
- Work with Supervisor to hire and onboard new staff
- Build relationships and work closely with the operations and clinical teams, as well as National Admissions
- Work with leadership to achieve organizational goals around client outcomes, employee engagement and financial results
- Facilitate and reinforce Support Workers’ involvement in the client treatment experience, ensuring compliance of Policies and Procedures. Maintain a therapeutic environment conducive to the clients learning productive patterns of living
- Responsible for the development and implementation of new processes and policies in conjunction with management as it relates to Support Workers and operational requirements
- Working with leadership team, participate in annual strategic planning and budgeting activities
- Collaborate with the team to create innovative approaches aimed at reducing premature departures and enhancing client retention to improve outcomes
- Ensure continuity of care and follow through to aftercare/outpatient services, as appropriate
- Lead planning, organizing, and maintaining of required supplies, equipment, and physical facilities within the building
- Responsible for hiring, training, coaching, setting expectations and disciplining, as needed, for the Support Workers, Client Care Coordinator and the Supervisor, Client Care
- Ongoing assessment and evaluation of staff including annual performance appraisals
- Participate in In-service and ongoing educational activities
- Liaise with maintenance and housekeeping staff. Ensure all Bellwood Health Services storage areas and office and classroom areas are clean and well maintained on an ongoing basis.
- Maintain current C.P.R. Be knowledgeable of Bellwood Health Services Safety Procedures.
- Develop and implement education and training of staff on an ongoing basis. Ensure team is compliant with all policies, procedures and training as required
- Is attentive to and intervenes on any client safety issues that are observed. Adheres to the behaviours outlined in EHN policies and procedures that promote client safety
- Must be available to work some weekends and evenings
- Lead special projects to enhance client services, treatment and operations
- Other duties as assigned

**Qualifications**
- Bachelor’s degree in relevant field such as social services, psychology, health sciences, hospitality; a Master’s degree is preferred
- Minimum 2 years experience in a leadership or supervisory role
- Minimum 3-5 years experience in a mental health and addictions setting is preferred
- Knowledge of a variety of evidence-based treatment modalities and/or certification in evidence-based treatment modalities, an asset
- Strong leadership skills, self-motivation, and the ability to work successfully, both independently and as part of a team
- Excellent decision-making and problem-solving skills to intervene in clinically complex situations
- Ability to navigate ambiguity in a complex and fast-paced environment
- Proven success in managing change and transforming workplace culture
- Excellent verbal and written communication and interpersonal skills to support collaboration with a diverse multi-disciplinary team and client group
- Crisis training and/or de-escalation training considered a strong asset
- Commitment to the vision and goals of the organization

**Employee Benefits and Perks**:

- Comprehensive benefits package, including a yearly allowance of $1,500 for mental health and addiction services, as well as $500 per service for various paramedical services, such as massage and physiotherapy
- 24/7 Employee Assistance Program through LifeWorks
- Competitive paid time off policies, including a paid day off on your birthday
- Access to in-house fitness facilities where applicable or discounted external gym memberships
- Perks and discounts with Perkopolis - entertainment, home/auto/pet insurance
- Personal and professional development through ou

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