Client Services Supervisor

Title - Client Services Supervisor

Type - Full time Contract (15 months)

Location - Guelph (open to travel to rural areas)
Closing the Gap Healthcare (CTG) is proud to be a Canadian owned, award-winning, fully accredited and government (Ministry of Health) funded organization. We Enrich Lives and Change Tomorrow by providing a wide spectrum of unparalleled quality services in the community.

• Our team of service healthcare professionals delivers care to thousands of clients each day enabling people to remain in their homes, attend clinics and to close the gap between their healthcare needs and overall well-being, caring the way we care for our loved ones.

• Role Summary:

  • The Client Services Supervisor's primary function is to be responsible for the day-to-day management and coordination of the services provided. The functions include but are not limited to: hiring, supervision, performance management and coordination of direct service provider staff, ensuring service delivery contract compliance, marketing and new business development.

The successful Client Service Supervisor will have:

• Have current registration and in good standing with the College Of Nurses of Ontario (CNO) as a RN or RPN.
• Experience in leadership roles.
• Demonstrated ability to effectively prioritize activities including supporting clients and building team morale.
• An energetic and positive attitude and a willingness to work in a dynamic, fast-paced environment.
• Quick decision making and ability to resolving conflicts.
• Proven strong communication and interpersonal skills with both internal team members and external business stakeholders.
• Strong leadership skills.
• Excellent computer skills, MS Office, Outlook, Teams, Excel, etc.
• Driver's license and access to a reliable vehicle is an asset
• Open to travel to rural areas for assessments and client visits .

The role will require:

• Completing client assessment and creating and evaluating plan of cares based on client assessment with the client/family/caregiver.
• Ensuring effective and efficient operation of the branch and delivery of services and establishing a plan to improve the quality of services with the Manager and Director.
• Assisting the Manager in collating and reporting data to customers including analysis and action planning when areas for improvement or non-compliance are identified.
• Recruit, hire and orient staff - PSW;s and Nurses.

Staff Supervision and Performance Management

• Promote excellent client care through observation of direct client care at the service address and in accordance with all contract requirements both government and private.
• Be prepared to lead a team of Nurses and PSWs and lead team meetings such quarterly meetings, etc.
• Assess the quality of care and provide feedback and performance improvement opportunities for staff.
• Monitor compliance of staff to service purchaser contractual obligations, Company policy and procedures, provincial regulations and regulatory body standards.
• Conduct probationary reviews and regular performance appraisals.

Staff Development

• Act as a clinical resource for staff.
• Lead regular staff meetings to foster teamwork, address work-related problems and keep staff abreast of new information related to the branch and client care provisions.
• Provide/facilitate in-service opportunities for staff to enhance or learn new knowledge and skills.
• Participate in educational programs, seminars and conferences to foster professional growth and sharing of acquired knowledge with staff.
• Co-ordinate student placements as per policy.
• Implement Continuous Quality Improvement (CQI) activities – i.e. chart audits and participate in directing the collection of client care outcome indicators.

Risk Management

• Respond to complaints, compliments, and client referral discrepancies and issues and ensure effective resolution as required.
• Manage client and employee incident reports: investigation, documentation, follow-up and discipline as appropriate per policy.
• Recommend new/revised policies and procedures, as required.
• Assist all staff to work in compliance with the provisions of the Occupational Health and Safety Act.
• Report promptly employee injury and illnesses in accordance with Occupational Health and Safety Policies and procedures and WSIB/WCB requirements.
• Participate in the after hours on-call roster.

CTG offers flexible hours, a comprehensive compensation and benefits package, and a positive culture.

Who we are:

Closing the Gap Healthcare (CTG) is proud to be a Canadian-owned, award-winning, fully accredited and government (Ministry of Health) funded organization.

We are dedicated to providing people of all ages the highest level of care across a wide range of home-based and clinic healthcare services. Everything we do is based on ethical principles and compassion, together with our commitment to meet the highest practice standards. We are, in every way, A Team Made for Caring.

The Not so Fine Print:

We are excited you are considering applying to become a valued member of our "Team Made for Caring."

This position is open to individuals who are eligible to work in Canada, who meet all the essential requirements stated above. Accommodation will be provided in all parts of the recruitment and assessment process as required under the CTG Accessibility policy.

Closing the Gap is monitoring the global COVID-19 pandemic closely and following all public health directives, including recommendations from the World Health Organization, the Government of Canada, and federal and provincial health authorities. Our top priority is the health and safety of our clients, their families, and our team members.

Closing the Gap is committed to a high-quality and safe environment for our team members and clients/families. At Closing the Gap, all new hires must have received the complete series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada AND have received the final dose of the COVID-19 vaccine at least 14 days before the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

Closing the Gap is committed to the success of all its team members. If you feel you need accommodations because of illness or disability, please do not hesitate to contact Human Resources at at your earliest convenience.

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