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Manager, Client Services, Children's

Closing Date:
Open until position filled
Job Summary:

Reporting to the Director, Client Services, the Manager, Client Services, Children's, is responsible for the day-to-day coordination and delivery of all client services within the NSM CCAC.


Client Service Delivery

  • Manages the delivery of coordinated, quality community health care and LTC placement services.
  • Implements and maintains service standards, monitors and reviews caseload statistics and indicators; monitors service levels to ensure effective resource allocation.
  • Identifies critical service delivery issues and explores alternate solutions within CCAC policy.
  • Participates in the development, and manages the implementation and evaluation of new service delivery models.
  • Ensures client services are provided in accordance with CCAC policies, relevant legislation, standards, guidelines and policies and procedures.
  • Manages complex and difficult client issues and complaints which cannot be handled in a routine manner.
  • Manages staff issues and complaints.
  • Participates in the management of processes to monitor quality of service delivery.

Relationship Management

  • Establishes and maintains collaborative relationships with service provider agencies, hospitals, schools, long term care homes and other community partners to deliver quality client care.
  • Participates and represents the CCAC in events, community committees and project teams to promote CCAC objectives, activities, programs and services.
  • Establishes and maintains relationships with professional organizations and community partners in designated specialty functions to ensure quality of care is current.
  • Leads and/or participates on internal CCAC projects and committees to develop and implement strategies to improve client care.
  • Works effectively with superiors and colleagues to deliver effective and efficient client service delivery within client services and collaboratively with other CCAC departments.
  • Provides information to senior client service management by identifying issues affecting the teams.


  • Manages a team of staff in delivering quality client care within assigned teams.
  • Provides advice and guidance to staff in managing difficult cases or client situations.
  • Develops, implements, monitors and evaluates functional, service and client service and team operational plans, goals and objectives.
  • Meets with staff to identify program needs and develop input to fiscal and operational planning.
  • Engages staff in discussions of change initiatives and supports team through change
  • Models competencies required for interdisciplinary care  (cooperation, collaboration, communication, leadership, accountability).
  • Provides leadership to other teams in managers absence.
  • Represents management at organizational working groups and committees.

Client Safety

  • Supports client safety culture by ensuring client safety is discussed at their team meetings.
  • Conducts event investigations and follow-up.
  • Advances staff suggestions for improving client safety to Director of Client Services.
  • Implements client safety initiatives to promote learning as required.

 Risk Management

  • Champion the desired organizational risk management tone and culture.
  • Integrate sound risk management practices into the business processes and day-to-day decisions responsible for.
  • Report risks with causes, impacts or mitigations beyond scope of responsibility to senior management.
  • Support the participation of staff in learning opportunities to build competencies.



  • Registered Nurse, in good standing with the College of Nurses of Ontario.
  • Bachelor of Science in Nursing (BScN), or equivalent, is required.


  • 2-3 year's experience in a leadership role.
  • 5 - 7 years of nursing related experience.
  • Experience in supporting children's focused programs and services essential.
  • Experience in the Mental Health field a requirement.
  • Experience in a unionized health care environment.
  • Demonstrated knowledge and understanding of legislation governing health care activities.
  • Knowledge of direct care/case management models used in community healthcare organizations.


  • Effective planning, organizing and evaluation skills to manage the delivery of quality service.
  • Provide information reports and take corrective actions, as required.
  • Demonstrated proficiency in the use of MS Office applications (e.g., Word, Excel, Outlook, PowerPoint, Visio, etc.), is required.


  • Demonstrates leadership, motivational and team-building skills.
  • Demonstrates excellent communication skills (written, verbal and listening) and presentation skills.
  • Effective communication skills with internal and external stakeholders which includes respecting and valuing others, active listening and facilitating healthy relationships.
  • Demonstrates group facilitation skills.
  • Demonstrated ability to be an effective change manager.
  • Demonstrates professional and courteous manner in interpersonal relationships.
  • Provides information and allows opportunity for questioning, reinforcement of information.
  • Exercises independent decision-making and takes responsibility for own action.
  • Proficiency in French is an asset.
  • Valid driver's license, insurance and access to a motor vehicle are required.

How to Apply

Interested applicants should apply by submitting a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, to (include position and vacancy number 15-20 in the subject line).

Please note:  At time of hire, a Vulnerable Sector Check will be required.

NSM CCAC is governed by the requirements of the French Language Services Act and therefore encourages applications from French speaking candidates.

NSM CCAC is committed to accommodating people with disabilities as part of our hiring process.  If you have special requirements please advise Human Resources during the recruitment process.

NSM CCAC thanks all applicants who take the time to apply. However, only those invited for an interview will be contacted.


About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.