Care Team Lead

Full Time Temporary

Nucleus Independent Living is an innovative and learning organization, focused on providing exceptional, culturally-sensitive care to residents in the Mississauga, Halton, and West Toronto communities to enable frail seniors and adults living with physical disabilities to live their best life independently, at home. Our highly committed staff embody our ICCARE values of Innovation, Compassion, Collaboration, Accountability, Respect, and Excellence in the delivery of personalized care, where every person’s experience is exceptional, every time. We are committed to creating a safe environment where you feel heard, valued for the work you do, able to grow and learn, and make a difference to every person you touch.

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Reporting to the Manager, the Care Team Lead is responsible for ensuring the timely, safe, and efficient delivery of client services. This includes overseeing direct service staff (Attendants), managing intake processes, care planning, ongoing client assessments, and maintaining high standards of client-centered care. The Care Team Lead must ensure that all duties are performed in accordance with provincial legislative and regulatory standards, as well as Nucleus Independent Living policies.

**POSITION RESPONSIBILITIES**:
**Accountability A: Client Relationship Management**
- Facilitate the intake and discharge processes for clients at Nucleus, providing ongoing case management support.
- Respond to client concerns and referrals, managing complaints as necessary and escalating issues when appropriate. Implement and monitor standardized processes for follow-up and resolution of client-related matters as reported by Attendants.
- Develop and maintain strong relationships with clients on behalf of Nucleus.
- Coordinate and conduct initial assessments and re-assessments, preparing individualized service plans in collaboration with clients, ensuring compliance with program eligibility criteria and guidelines. Regularly update all service plans.
- Ensure all clients meet eligibility criteria as outlined in program policies and negotiate adjustments to service delivery plans as needed.
- Review consumer service requests involving controlled acts, ensuring that staff training is completed and documented in accordance with Nucleus policies.
- Ensure that service agreements and medication agreements are signed prior to the initiation of services.
- Conduct supervisory in-home visits to monitor service quality, assess changes in client needs and preferences, identify health and safety hazards, and update service plans accordingly.
- Refer clients internally and externally when health status changes, preparing and submitting client status reports while maintaining accurate client database records.
- Coordinate and facilitate timely discharges when necessary and provide referrals to other community agencies.
- Liaise with service providers, medical professionals, and case coordinators regarding client issues.
- Collaborate with and advise the Customer Service and Scheduling Coordinator as needed for changes to client schedules and service runs.

**Accountability B: Employee Relations**
- Participate in the recruitment and selection process for Attendants.
- Orient, counsel, and, when necessary, use progressive discipline techniques with Attendants.
- Monitor Attendant performance, conducting probationary reviews and annual evaluations in accordance with policy and procedure. Provide mentorship and coaching as needed.
- Ensure all Attendants receive training and comply with occupational health and safety regulations, as well as infection prevention and control protocols.
- Investigate and assist in the resolution of grievances.
- Collaborate with Human Resources to administer the collective agreement.
- Address and manage Attendant issues, concerns, conflicts, and complaints, responding appropriately to notable incidents and critical situations.
- Ensure Attendants complete annual policy reviews and mandatory training as required.
- Oversee Attendant compliance with documentation and adherence to organizational and departmental policies and procedures.
- Plan, prepare, and facilitate regular team meetings for Attendants. Attend internal and external meetings, workshops, and committees as necessary.

**Accountability C: Quality**
- Ensure all client documentation, including service and medication agreements, is signed prior to the initiation of services.
- Participate in the development of the annual work plan and quality improvement initiatives, executing actions to meet established objectives.
- Prepare and submit necessary reports to the Manager.
- Engage in continuous quality improvement efforts, collaborating with the Program Team to suggest enhancements to client services and resources. Assist in research and development of best practices, ensuring efficient use of supplies, equipment, and resources.

**Accountability D: Risk**
- Ensure the confidentiality of sensitive materials