Senior Manager Client Services

at  Community Living Hamilton

QULAIFICATIONS:

We’re looking for an enthusiastic and engaging leader with the following:

• A University degree in a related discipline. Preference given to Post Graduate Studies.
• At least ten (10) years’ experience working within the not-for-profit or social services field, a minimum of five(5) years in a management role.
• Possesses effective critical thinking when supporting a team in managing complex situations.
• Completion of a recognized Management program (coaching, mentoring, training) is preferred.
• Knowledge of Ministry of Children, Community and Social Services (MCCSS) Quality Standard Framework regulations of the Child, Youth and Family Services Act.
• Proven ability in building programs and services targeted to meet the needs of children and adults in the community.
• A proven history of success in a “targets-based” program, tracking outcomes, reporting on key metrics, and making the necessary adjustments to ensure we fully meet the requirements of our service agreements.
• Demonstrated experience developing and implementing dynamic and engaging programs for and with families and their children, and adults with special needs.
• Highly skilled in client/family liaison and stakeholder engagement.
• Excellent interpersonal and communication skills (both verbal and written).
• Experience guiding or participating as a lead in a change management project.
• Experience coaching managers to ensure proper oversight of programs.
• A commitment to inclusion and empowerment for people with special needs.
• A valid driver’s license and access to reliable transportation.
• Proof of Full COVID-19 Vaccination.
• Fluency in a language other than English is an asset.

Education:

• Bachelor’s Degree (required

Experience:

• exp working in the not-for-profit or social services field: 10 years (required)
• in management role: 5 years (required

ROLE:

We are currently seeking a Senior Manager - Client Services to join our management team to provide leadership and direction, support growth and diversity strategies and ensure the achievement of service standards within our Client Services division.

RESPONSIBILITIES:

• Provide oversight to Community Participation Programs, Employment Support, and Business Development services
• Build effective relationships with team members, colleagues, and community partners Identify, develop, and implement new programs and services by building existing capacity to serve a larger community of children and adults
• Provide outstanding leadership within the organization and through the community
• Ensure standardized systems and procedures are in place and adhered to in order to facilitate excellence in quality services
• Conduct quality assurance and improvement activities, tracking performance
• Direct team members to develop appropriate risk management action plan outcomes and reporting on service targets
• Effectively mentor and develop a team of managers
• Lead the development and implementation of integrated systems within and external to the organization
• Adhere to service agreements with the Ministry of Children, Community and Social Services and all relevant legislation
• Ensure all CLH policies and procedures are adhered to ensure staff and client safety and regulatory compliance
• Role model CLH’s commitment to inclusion and our belief that effective service delivery must be client-focused, strength-based, and designed to meet the goals of the individuals we serve
• Ensure effective critical thinking when supporting a team managing complex situations

THE RIGHT PERSON FOR THIS ROLE WILL BE:

• A strategic thinker who is also capable of end-to-end tactical execution
• Able to communicate a vision clearly, inspire others to achieve results.
• Innovative and a life-long learner, works collaboratively with all stakeholders.
• Analytical and capable of extrapolating data to implement evidence based best-practices and achieve business goals.
• Expert facilitation and conflict management skills
• A multi-tasker with the ability to be creative and problem solve, able to execute under deadline pressure
• Strong business acumen
• A passionate advocate for people with special needs and their families
  This position will require some local travel, and ability to work a flexible schedule that includes weekends.
  Job Types: Full-time, Permanent

Benefits:

• Dental care
• Employee assistance program
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday
• Morning shift
• On call
• Weekends as needed

Education:

• Bachelor’s Degree (required)

Experience:

• exp working in the not-for-profit or social services field: 10 years (required)
• in management role: 5 years (required)

Licence/Certification:

• Class G Licence (required)

Work Location: In person
Application deadline: 2025-02-0