Client Services Supervisor

Job Description

Client Services Supervisor is responsible for the Ongoing Assessment of clients and the development of an appropriate Care plan that meets client needs. Ongoing education, support and supervision of Home Service Workers as well as the development and implementation of an effective communication strategy to ensure staff are aware of changes in client's status in a timely manner.  Arrange Family and team meetings as necessary. Meet with Home Service workers to complete an annual performance appraisal. The Client Service Supervisor works closely with the Service Coordinator in ensuring client receives care as scheduled and any changes in care are implemented immediately. 

We are looking for: a full -time Client Services Supervisor (Contract for 18 months)

Salary: Commensurate with experience

Hours of Work:  34 hours per week.  Monday to Friday 8:30am to 4:30pm.  This role includes time in the community, time in the office and time working from home.  Extensive travel across the GTA is required.  Contributes to rotational on-call schedule.

Reports to: Manager, Client Services

Responsibilities

Supervision/Training Personal Support Workers

• Participate in Personal Support Worker Orientation
• Provide Personal support workers with an over view care delivery to clients
• Develop a communication system to ensure all staff are aware of changing client needs and information sharing as 24 hour service delivery
• Arrange to meet with staff on a regular basis i.e. staff meetings to discuss program and concerns
• Supervise Personal Support Workers through on-site scheduled and unscheduled spot checks, including evening and weekend visits.
• Assist Home Service Workers in problem-solving.
• Arrange spot check appointments, as per agency guidelines.
• Provide training and follow-up on Delegated Acts, as required.
• Provide  direction  to  Personal  Support  Workers  during  crisis  situations/  urgent  visits  such  as  medical emergencies, death, etc.
• Facilitate/ monitor training and educational opportunities for Home Service Workers in order to encourage attainment of skill enhancement and self-improvement goals.
• Conduct  performance  review  with  input  from  coordinate  Service  Coordinators  in  relation  to  regular performance appraisals.
• Participate in Personal Support Worker recognition events.
• Follow all rules/procedures regarding the health and safety of Home Service Workers and clients, and monitor their implementation.
• Provide input to Human Resources in the development and monitoring of modified work plans with input from Service Coordinators.
• Investigate and complete accident reports (WSIB) according to requirements, as necessary.
• Enforce compliance with relevant labour legislation.
• As required, provide supervision, support, education and evaluation of students placed at the Agency for the purpose of field practice.
• Identify education needs of Personal Support Worker and set up education sessions 

Contribute to team effectiveness and service development.

• Participate in department meetings and provide input for improving programs and enhancing efficiency.
• Liaise with other departments within the Agency.
• Support team decisions and strategies.
• Share in handling workload for positive results.
• Participate on community and Agency committees as necessary.
• Provide support and leadership in a specified area of service (e.g. specialty; skills; language), as required.
• Contribute to department and agency success by performing other relevant responsibilities or undertaking special projects as assigned by management.
• Working cooperatively with colleagues.
• Providing excellent customer service.
• Enhance job skills through education and training.
• Arrives at work and appointments in a punctual manner.
• Responsible for tidying boardrooms and office kitchen areas after use.

Conduct In-Home Client Assessments

• Ongoing assessment/reassessment of clients' need for service according to Agency guidelines, and establish care plans based upon client health and functioning level; support network; and home environment.
• Family meetings to discuss client needs and program description as necessary
• Collaborate with LHIN for complex clients
• Complete all necessary documentation and obtain required consents.
• Advocate on behalf of the client to ensure his/her needs are met.
• Complete initial and follow-up client goal achievement, with client/caregiver input.
• Participate in case conferences, as required.
• Maintain regular contact with Manager and Service Coordinators.

Risk, Health and Safety Management

• Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C
• Participating in health and safety processes and procedures
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis.
• Taking proactive action against client incidents within your scope of practice.
• Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies
• Assessing the severity of an adverse client safety/risk event and determining the best follow-up and developing an action plan following the event. Collaborating with funder (ex. HCCSS) and following any additional processes as required.
• Calling emergency services (911) when the client is at an immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm.
• Evaluating any potential hazards and identifying clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence.
• Reporting all safety events impacting clients, caregivers and families in a timely and honest disclosure.

Qualifications

• Regulated healthcare professional with current registration in the applicable College
• Experience working with an elderly population or in community-based care would be an asset.
• Excellent assessment skills.
• Able to supervise a team of Home Service Workers.
• Excellent interpersonal, problem-solving and communication  skills. Highly organized, able to work independently, while functioning as a member of a team.
• Good written and verbal English language skills.
• Able to produce accurate documentation, and show attention to detail.
• Computer skills in Windows and Word processing.
• Competent in both the RAI and Gold Care tools
• Demonstrated efforts to continuously upgrade skills.
• Russian language skills are preferred
• Valid Driver's license and vehicle required.