Job Description

Job Title: Client Services Manager

Status: Full Time

Department: Operations

Reports to: CEO

Location: Peter Coyle Place

Hours/Week:

37.5

POSITION SUMMARY:

Reporting to the CEO, the Client Services Manager is accountable for the day-to-day operations of Peter Coyle Place; providing leadership and strategic direction that results in a high level of service and care for all clients/residents in alignment with TPFA's vision, goals and strategic priorities. This position is responsible for establishing and maintaining positive relationships with clients/residents, families, team members, partners, and all stakeholders including regulatory authorities, funders, associations and agencies. Areas of responsibilities include clinical care and programming, health and safety, administration, people leadership, and compliance management.

KEY ACCOUNTABILITIES (INCLUDE BUT NOT LIMITED TO):

Leadership:

Provide direction, leadership and guidance to all programming and client services staff which includes social workers, life skills workers, personal support workers, and activity aides. Mentor, coach and performance manage direct reports which includes working with Human Resources to hire, orient, and train staff. Oversee and provide guidance to support and client services staff in implementation and coordination of high-quality services and care for clients and residents. Coordinate the scheduling and master rotation of shifts ensuring adequate resources are always available. Lead and collaborate with the General Manager and the Infrastructure team in the preparation for audits, inspections, investigations, and surveys including, but not limited to, the Continuing Care Health Service and Supportive Living Accommodation Standards. Collaborate with the leadership team in responding to quality, assurance and compliance related action planning and implementing any follow-up that is required. Ensure all managerial decisions are consistent with the Collective Agreement and consult with Human Resources as required. Participate in the rotational after hours on-call service to ensure adequate support is available to front line staff (additional compensation is provided for the rotation).

Operations:

Responsible for the execution of the day-to-day management and operation of the facility. This includes the planning, organizing, directing, and controlling of the administrative and programming activities. Collaborate with the Infrastructure Team to ensure the facility meets the needs of clients/residents and support staff. In collaboration with Service Providers, establish, implement, and monitor the Infection Prevention and Control (IP&C) program designed to provide a safe, sanitary, and comfortable environment as it relates to housekeeping and kitchen services. Work closely with the Infrastructure Team to oversee contractors and service agreements to ensure performance is aligned with scope of work and meets the needs of residents. In conjunction with the General Manager and social workers, develop action plans for high-risk cases or non-compliant clients/residents to ensure safety at the facility.

Health and Safety:

Promote safe work practices, role model and provide leadership for safe work practices and behaviors for all employees and contractors. Work closely with the Infrastructure Team to ensure all employees and contractors are aware of and adhere to the safety requirements and expectations for the site. Lead in the coordination and implementation of best practice and risk management initiatives related to employee safety. Ensure the facility has up to date operational continuity and emergency procedures and plans in place. Coordinate training and review of critical policies, procedures, and emergency response with all staff at the facility. Participate in the organizational OH&S program.

Administration:

Responsible for input into the development of program policies and procedures, budgeting, resource allocation, operational and staffing needs to ensure programs and services meet the needs and benefit clients/residents. Lead and coordinate the maintenance of accurate records and reports required by legislation and in accordance with recognized best practices. Coordinate Quality Improvement Initiatives, and other projects as needed. Participate and provide input at various committees. Initiate and investigate non-compliance related to occupational health and safety, issuing corrective action notices where required. Work with Human Resources to administer and manage WCB claims, accommodations/modified work and return to work plans. Develop and update operational policies and procedures to align with legislation, standards, and best practices. Other administrative duties as required.

Program Management and Administration

Work with program leads to oversee various programming focused on resident wellbeing such as the Managed Alcohol Program and Tabacco Management Program. Oversee and provide guidance to support and client services staff in implementation and coordination of high-quality services and care for clients/ residents. Oversee and guide other facility and resident programming and initiatives including evaluation and reporting. Ensure all services and programs align with harm reduction principles and the needs of program participants. Ensure contractual obligations under funding agreements are met and reporting is up to date. Collaborate with leadership and clinical teams to integrate care across programs and address complex client needs. Maintain open communication and spirit of collaboration with all stakeholders and community partners.

EDUCATION AND EXPERIENCE:

Bachelor's degree in social work or business administration or equivalent education is required. Minimum of 5 years' experience leading teams and managing programs and services in supportive housing, shelter, or seniors care environment. Working knowledge of Alberta legislative requirements and Shelter Accommodation Regulations is required. Experience with leading staff in a unionized environment will be considered an asset. Previous experience in program implementation, oversight and evaluation is preferred. If eligible for registration with a professional body a current registration is required.

WHAT YOU BRING:

Demonstrated commitment to exceptional customer service and client experience. Organizational and effective time management skills. Ability to work independently and take initiative. Excellent verbal and written communication skills. Collaborative spirit and a genuine desire to ensure excellence in seniors care and service provision. Ability to work effectively with others and keep calm under pressure.

WORKING CONDITIONS:

This position requires empathy for and an understanding of the needs of seniors with complex needs. A complete and current (within three months)

Vulnerable Sector Check including a Criminal Background Check is required.

Peter Coyle Place is a fast paced and dynamic environment providing housing and services to vulnerable seniors and other marginalized populations. This role involves occasional periods of extended hours to facilitate the care provided in the facility and requires high cognitive function to absorb complex information and stress associated with managing emotionally charged situations. The ability to deal with competing priorities and using one's professional discernment to understand where the focus needs to be when being pulled in several directions.