Supervisor of Client Services

2 weeks ago

Barrie, Canada Independent Living Services Simcoe County Full time

**Independent Living Services Simcoe County***

**Supervisor of Client Services**

**Our Vison**: _Full Life Living_ **Our Mission**: _Partnering for Possibilities_

**We Value**: _Excellence, Collaboration, Respect_

**Description of Duties and Authority**

The Supervisor of Client Services provides leadership to ILS Attendants in all aspects of client care while adhering to all ILS policies and procedures. The leader will advance a positive work culture, while managing risk and ensuring compliance across all ILS programs in Simcoe County. The Supervisor of Client Services will monitor the quality of care that is delivered to ILS clients and be responsible for the supervision and daily coordination and operations of the Client services within assigned areas of Simcoe County. Reporting to the Manager of Client Services, the Supervisor of Client Services will play a key role in supporting Attendants in providing quality care to our clients.

**Program and Organizational Management**
- Provide orientation to Clients on their rights and responsibilities within the Agency’s programs.
- Liaise with clients, their families, care providers and other agencies to ensure that the care plan meets all client goals in a holistic approach.
- Respond to, and anticipate Client needs, and makes appropriate referrals to other community resources as needed.
- Participate in meetings with external services providers for the purpose of Client Care coordination and transition planning.
- Maintain required records as identified.
- Monitor and process Attendant’s timekeeping.
- Responsible for the satellite office day-to-day operations.
- Participate in the planning of new initiatives and/or modified program changes.

**Quality and Service Delivery**
- Actively participate in CARF accreditation process; ensure required organizational practices are adhered to and recorded appropriately.
- Monitor program targets and ensure timely admissions in collaboration with Client Service Coordinator.
- Ensure clients are receiving appropriate level of service to maintain their independence in the community according to their Individualized Service Plan.
- Prepare annual Service Agreements and conduct annual home visits.
- Monitor and revise Client Individual Service Plans (ISP) as needed.
- Conduct RAI CHA assessments to support updates to the annual client ISP.
- Respond to all Client inquires and issues in a sensitive, efficient, and professional manner.

**Strategic Planning and Development**
- Contribute to the development and communication of ILS’s mission, vision, values, and strategic direction.

**Employee Engagement and Union Relations**
- In collaboration with Client Service Planners, create and adjust employee’s schedules as necessary to reflect client needs in order to meet service requests efficiently.
- Hold Attendant team meetings to promote and enhance communication, expectations, and to provide program updates.
- Maintain positive and professional communication with team members.
- Monitor and evaluate Attendant’s performance and provide feedback.
- Act as a mentor to Attendants supporting conflict resolution, problem solving, and personal growth.
- Follow the Agency’s policies, procedures and practices when assisting with recruitment, orientation, and retention of employees.
- Ensure staff are familiar with all ILS policies and procedures.
- Ensure training for Attendants according to established training plans and identified training needs.
- Work collaboratively to identify and mitigate risk to the Agency.

**Health and Safety**
- Adhere to ILS’s Health and Safety Policies and Procedures to ensure a safe and healthy workplace for all employees.

**Required Qualifications and Skills**
- Post-secondary degree or diploma in the human services or other related health care related field required.
- 2 - 4 years Supervisory experience with community support sector or other related fields preferred.
- Able to manage multiple projects and deadlines, prioritize and take the initiative when required.
- Creative problem solving and organizational skills. Able to coordinate multiple tasks and operationalize.
- Able to manage multiple projects and deadlines.
- Strong ability to mentor and exchange knowledge with strong judgement and strong decision-making skills.
- Proven leadership skills to foster a workplace where others can feel empowered and supported.
- Demonstrated knowledge of community resources and relevant legislation related to community support services.
- Proven experience working in a Unionized setting.
- Effective communication skills (verbal and written, active listening).
- Demonstrated customer service, conflict resolution and problem-solving skills.
- Ability to teach, mentor and foster a continuous learning environment for all Attendants.
- Demonstrated experience using Microsoft computer software, and Databases for the purpose of scheduling, statistical tracking, and reporting.
- Experience with the i

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