Client Services Manager

**Company Overview**
- Sudbury is a medium-sized city known for its serenity and an astonishing amount of nearby lakes, hiking trails, and outdoor activities, while still enjoying a significant variety of the amenities large cities offer, including various restaurants, entertainment, and cultural diversity._
- Compass is a non-profit agency. At Compass, we are a culture of caring, learning and purpose. We believe in investing in our people and providing our employees with many opportunities for growth, development and learning. We are working together to create paths with children, youth and families to reach their full potential. We believe in making a positive impact on the lives of others, by genuinely caring about individuals and our community. Our guiding principles shape how we work with our clients, one another, and our partners._

**Summary**

Reporting to the Director of Corporate and Client Services, and as a member of the Leadership team, the Client Services Manager will play a pivotal role in ensuring high quality, service delivery and operational excellence. This position will oversee the day-to-day operations, supervise multidisciplinary teams, and will be responsible for supporting staff as they guide clients through the systems. The Client Services Manager will ensure timely access to care, and support system navigation within the assigned area of responsibility.

**Responsibilities**

All program areas of responsibility such as Youth Wellness Hub (YWH), Supervised Access Program (SAP) and Family Navigation Program (FNP):

- Plan, facilitate, participate and contribute to team huddles, meetings and training.
- Responsible for the recruitment: requests, screening, interviews and selection of staff.
- Lead and ensure effective onboarding of all program staff.
- Responsible for completing regular performance appraisals with staff.
- Provide supervision and leadership with the Program Supervisor of SAP, the YWHO staff team and the Family Navigation Project team
- Build and maintain relationships with network partners and relevant service providers.
- Liaise with community groups and individuals in the promotion, development and implementation of the programs.
- Develop, implement and coordinate projects.
- Develop policies and procedures.
- Ensure adherence to all agency policies and procedures within the respective programs
- Program development and participate in research and evaluation activities.
- Participate in the development of annual work plans within the program and/or service areas of responsibility.
- Attend and participate in Agency meetings.
- Available to work flexible hours including evenings and weekends Friday (evenings) Saturday and Sunday (days) as needed on an all call basis.
- Develop, collect and maintain accurate financial records in conjunction with the Manager of Finance, and budgetary oversight by the Director of Corporate and Client Services.
- Oversight, development and management of affiliated staffing schedules and timesheets
- Maintain all data services linked with the day-to-day operations of the client services such as My Wellness Passport, and iSaid and submit statistical data to funders according to funding agreement with oversight and coordination with the Agency’s Office of System Performance (OSP) and staff.
- Ensure that services offered are consistent with, and reflective of Compass and affiliate program organizations vision, mission, valuesand service delivery principles.
- In coordination with the CYW Supervisor, support the staff with guidance, training, supervision and consultation as required.
- Collaborate with Sunnybrook Hospital to ensure effective and timely implementation of the Family Navigation Project
- Work with the Family Navigator with respect to the Program Evaluation protocol.
- In consultation with the Family Navigator, triage and assign eligible cases based on several factors including urgency and/or risk.
- Discuss complex cases or cases with unique or uncertain needs with the Family Navigator.
- Perform other related duties as assigned

**Qualifications**
- A university degree in psychology, social work, business or health administration or equivalent education and experience.
- A Child and Youth Worker Diploma with five (5) years of progressive responsibility and experience will be considered.
- Registration with a professional college is considered an asset.
- Experience working in a unionized environment in a leadership role is considered an asset.
- Conflict resolution and crisis intervention skills are required.
- High level of responsibility, maturity, interpersonal skills and professionalism.
- Experience working with youth aged between 12-25.
- Bilingualism an asset.

**Successful applicants will be required to provide**:

- Proof of eligibility to work in Canada
- A valid Ontario driver’s license and use of a reliable motor vehicle; insurability on vehicle as per policy
- Clear Criminal Record Check, including Vulnerable Sec