Position Summary

The Client Care & Service Lead coordinates the day-to-day operation of assigned community homes while serving as the primary client-care lead for assigned clients. The role combines home-level Team Lead execution with client-care coordination to ensure safe, person-centred, consistent, and well-documented service delivery. The position guides frontline contractors, maintains operational visibility, follows up on care and compliance requirements, and promptly escalates matters outside delegated authority.

Roles and Responsibilities

Client Care Leadership

- Ensure ISPs, BSPs, risk assessments, care routines, medical protocols, behavioural strategies, and client-specific expectations are understood and followed.

- Monitor client safety, dignity, rights, well-being, goals, behavioural risks, health changes, and service outcomes.

- Coordinate care-related follow-up and communicate significant changes or plan variances through approved channels.

Community Home Operations

- Coordinate daily home operations, staffing visibility, service coverage, client allocations, shift handovers, household routines, and service priorities.

- Ensure appointments, community participation, transportation arrangements, client routines, and household expectations are communicated and completed.

- Monitor the home environment, supplies, security, keys, vehicles, maintenance concerns, and other factors impacting safe service delivery.

Frontline Team Leadership

- Provide shift direction, clarify expectations, model approved practices, and support service discipline.





- Address minor service gaps through coaching and direction and escalate serious or repeated concerns to Operations.

- Promote respectful communication, confidentiality, accountability, professional boundaries, and a positive workplace culture.

Scheduling and Service Continuity

- Support schedule execution and respond to call-outs, coverage gaps, shift changes, and urgent continuity concerns in partnership with Operations.

- Maintain visibility of staffing and client-support needs and escalate unresolved risks promptly.

Documentation and Quality Control

- Review PointClickCare notes, daily logs, handovers, incident reports, medication records, scorecards, and client updates for accuracy and completeness.

- Ensure timely correction of documentation gaps and maintain record integrity.

- Track action items, responsibilities, due dates, completion evidence, and escalations.

Incident, Complaint, and Risk Response

- Respond to incidents, complaints, injuries, medication concerns, safeguarding matters, and service-quality issues within scope of authority.

- Ensure immediate safety, initiate documentation, complete notifications, and coordinate follow-up.





- Preserve records and escalate matters through approved processes.

Onboarding, Training, and Stakeholder Coordination

- Support contractor onboarding, orientation, shadowing, and service-readiness activities.

- Reinforce approved practices and refer training needs to appropriate departments.

- Liaise professionally with families, guardians, client representatives, internal teams, and external professionals.

Compliance and Continuous Improvement

- Track training, policy acknowledgements, supervision records, corrective actions, and CAC readiness requirements.

- Participate in audits, service reviews, and corrective-action initiatives.

- Provide direct service support when required while maintaining accountability for home coordination, client-care oversight, and service quality.

Qualifications

Required Qualifications

- Relevant post-secondary education or an equivalent combination of training and experience in disability services, community care, human services, or a related field.

- Experience coordinating community-based supports and guiding frontline staff.

- Current role-required certifications and screenings.

- Valid driver's licence where applicable.

Core Competencies

- Person-centred practice

- Sound judgment

- Organization and time management

- Explicit communication

- Leadership

- Documentation accuracy

- Incident response

- Confidentiality
- Problem-solving

- Respectful stakeholder engagement

- Risk awareness

- Accountability
- Ability to manage competing priorities

📌 Client Care & Service Lead (Rocky View County)
🏢 Above and Beyond Care Services
📍 Rocky View County