Posting Number: 15-10
Job Title: Manager, Client Services
Office Location: Barrie
Reporting to the Director, Client Services this position is responsible for the day-to-day coordination and delivery of all client services within the NSM CCAC.
DUTIES AND RESPONSIBILITIES
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
- 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 effecting 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
- 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, Client Services.
- Implements client safety initiatives to promote learning as required.
- 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 is required.
- Baccalaureate degree is required.
- Has 5 - 7 years of health related experience.
- Recent clinical experience is an asset.
- 2-3 years' experience in a leadership role.
- Experience in supporting client focused programs and services essential.
- Mental health and addictions experience is an asset.
- Demonstrates leadership, motivational and team-building skills.
- Has 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.
- Has the 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.
- Ability to travel with valid driver's license, insurance and access to a motor vehicle are required.
- Proficiency in French is an asset.
How to Apply
Interested applicants should apply by submitting a cover letter (with vacancy number), along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, to:
North Simcoe Muskoka Community Care Access Centre
ATT: Human Resources Office
15 Sperling Drive, #100
Barrie, Ontario L4M 6K9
(Include position and vacancy number 15-10 in subject heading)
Please note: At time of hire, a Criminal Record 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.