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Enhanced Client Services Supervisor

2 months ago

Toronto, Ontario, Canada Homes First Full time
Job Summary

Homes First Society is seeking a highly skilled and experienced Enhanced Client Services Supervisor to join our team. As a key member of our organization, you will be responsible for supervising a unionized workforce and providing case management expertise to our Intensive Case Management Workers team.

Key Responsibilities
  • Supervise and Manage Staff: Supervise a unionized workforce within the context of the Collective Agreement, providing guidance and support to ensure the delivery of high-quality services.
  • Case Management Expertise: Provide case management expertise and support to our Intensive Case Management Workers team, ensuring that clients receive comprehensive and effective support.
  • Partnership Development: Lead partnership development and system navigation, including liaison with health and other service systems to ensure seamless service delivery.
  • Caseload Management: Supervise and manage caseloads across case workers, coordinating regular case conferencing to ensure effective service delivery.
  • Service Resolution: Lead service resolution efforts, ensuring that client concerns are addressed in a timely and effective manner.
  • Quality Assurance: Oversee quality assurance, reporting, and records management, ensuring that our services meet the highest standards.
  • Program Development: Develop and implement programs focused on optimizing and improving the performance and practices of our team.
  • Employee Performance: Manage employee performance, including vacation planning, timekeeping, performance reviews, and other administrative duties.
  • Statistics and Reporting: Implement and maintain a system for collecting relevant statistics needed for evaluations and funding proposals.
  • Database Management: Manage city-operated databases and Homes First case management systems, ensuring accurate and up-to-date information.
  • Communication: Ensure effective communication with other departments within Homes First Society and external agencies, prioritizing and assigning shift responsibilities and duties to team members.
  • Client Support: Oversee staff in developing individualized case plans with designated participants, helping participants achieve their goals.
  • Documentation: Ensure that all documentation is completed to agency standards, maintaining accurate and up-to-date records.
  • Availability: Be available to work occasional weekends and/or evenings, as required, and carry a 24-hour emergency on-call phone.
  • Work Environment: Work in an environment where there may be smoke, as required.
Qualifications
  • Education: Post-secondary education in a related field or equivalent in education and experience.
  • Experience: At least 3 years' experience working with people who are homeless, under-housed, and dealing with addictions and mental illness.
  • Supervisory Experience: At least 1 year's experience supervising unionized staff.
  • Case Management Skills: Demonstrated experience performing assessment, advocacy, referral, and case management functions, with the ability to effectively prioritize work in a fast-paced environment.
  • Collaboration: Ability to work effectively in a collaborative team environment.
  • Communication Skills: Excellent communication, organization, and time management skills.
  • Supervisory Experience: Supervisory experience in a unionized setting is an asset.
  • Knowledge: Knowledge of relevant laws, standards, and guidelines, including the Ontario Landlord and Tenant Act and rental legislation in Ontario.
  • Community Resources: Knowledge of resources and services available in the community.
  • Interpersonal Skills: Excellent interpersonal, conflict resolution, and organization skills.
  • Certifications: Certificates in First Aid, CPR, Crisis Prevention, and Intervention are an asset.
  • Harm Reduction: Certificate of Completion of Homelessness Learning Hub's Harm Reduction for the Homeless Sector is considered an asset.