Supervisor, Client Support Services

**Dixon Hall Neighbourhood Services (DHNS**) is a multi-service agency located in the heart of east downtown Toronto committed to realizing the vision of a city where everyone thrives. Since 1929, we have been touching the lives of thousands of our community’s most vulnerable residents by providing a range of programs and services across every stage of life. We create lasting solutions to end poverty, social injustices, and isolation in Toronto. We value respect, diversity, integrity, care, compassion, and accountability**.**

Reporting to the Director of Seniors Services, the Supervisor, Client Support Services, is responsible for the delivery and coordination of case management services to clients in assigned portfolios and will actively participate in a wide range of community collaborations and advocacy initiatives. This role will also be responsible for the operations, program development and service delivery of the Settlement Services Program.

**RESPONSIBILIITIES**

Case Management (30%)
- Ensure that case management staff regularly monitor client activity related to achieving personal and program goals and provide corrective action revisions to care plans as needed.
- Ensure high quality, inclusive, client-centred, accessible and culturally competent services which are responsive to the needs of clients and the community.
- Provide support and guidance to staff with complex client situations.
- Maintain current knowledge of trends in the delivery of services to seniors, marginalized individuals, adults with disabilities and illnesses, mental health and addictions and housing.
- Provide direct services to clients or community members as necessary.

Program Delivery (25%)
- Support planning, coordinating, directing and monitoring the effectiveness of all operational activities of the assigned portfolio.
- Support and participate in projects specific to the area of responsibility and provide status reports to direct manager.
- Ensure the development and implementation of individual service plans for all participants.
- Coordinate regular case consultation and administrative meetings with staff (one-to-one and team), which are focused around supporting, servicing and troubleshooting issues as they arise and provide feedback on quantitative and qualitative performance.
- Manage and monitor participant data, consolidation of reports, generating participant success stories, highlighting key challenges within service provision
- Identify current and future needs to recommend program changes and additions.
- Monitor program units of service to ensure future viability.
- Provide support and back up for programs and services in the Seniors Department

Human Resources (20%)
- Supervise workers within the assigned portfolio.
- Provide training and workplace orientation following a worker’s employment start date; explain the Agency’s policies and procedures following the completion of the onboarding for new employees’ process by the People and Culture team.
- Coordinate and communicate position vacancies needing to be filled with the People and Culture team.
- Establish clear goal setting with department employees through annual performance evaluations and outline expected outcomes and time frames against which performance will be reviewed.
- Consult with the People and Culture team, as necessary, regarding disciplinary issues.
- Implement and follow the terms of the Collective Agreement and all applicable employment legislation.
- Ensure that all employees within the department understand WSIB claim process and importance of return to work’ measures to avoid lost time claims.
- Monitor all active WSIB claims within the department and ensure ongoing efforts are made to facilitate early return to work.
- Participate in managing the payroll responsibilities for assigned portfolios.
- Report all health and safety concerns to Management as per the Agency’s Health and Safety policy.

Organizational Effectiveness (15%)
- Identify gaps and successes in the Senior’s and Housing program as it relates to employment and skills training.
- Monitor and adhere to budgets and agency policies
- Maintain relevant data and documentation on program and peer work scope and duties
- Attend meetings with agency and community stakeholders pertaining to the programs development goals or agency needs
- Identify trends that could lead to further funding or program opportunities and communicate to managers as required
- Be receptive and adaptive to an expanding program’s needs and gaps
- Ensure that reporting is done in a timely fashion and in agreement with established deadlines.

Other Duties as Assigned or Required (10%)

**QUALIFICATIONS**
- Post-secondary degree or equivalent combination of work and educational experience.
- Minimum 5 years’ experience in front-line social service sector.
- Knowledge and demonstrated experience in working with populations who face multiple barriers.
- Knowledge of gerontology, housin