CLIENT SERVICES MANAGER

Position overview The Client Services MANAGER (CSM) is a position of Christian ministry whose primary responsibility is to oversee client support services and supervise client support workers and volunteers within the centre. The CSM and client support workers provide emotional and spiritual client support and facilitate client programs, material supports, and community referrals. The CSM ensures high-quality whole person client care.

Reporting structure

Reports to the executive director (ED)

Supervises

Client support workers & Volunteers

QUALIFICATIONS

- Expresses full agreement with the centre’s Purpose, Mission and Vision Statements, the Sanctity of Human Life Statement, the Statement of Faith and Core Values.
- Expresses full agreement with the centre’s Code of Ethics and Professional Conduct and Lifestyle Standards policy.
- Have a minimum diploma or bachelor's degree, or substantial experience in a related field including (but not limited to) social work, counselling, or occupational therapy.

PERSONAL ATTRIBUTES

- Pioneering: Embraces the organization’s mission; wholeheartedly recognizing the opportunity to exercise managerial courage in forging new pathways in community-based client care.
- Conscientious: Pays keen attention to detail, ensuring compliance with policy, and acts to enhance the quality of a skilled and safe practice environment.
- Discerning: Able to exercise sound judgement to ensure each client feels protected, supported, and able to make autonomous decisions.
- Discreet: Careful and circumspect in words and actions, including a commitment to respecting client confidentiality.
- Spiritual Leadership: Speaks and acts in a way that exhibits a deep understanding of and commitment to Christian love and ethics and encourages others to do the same.
- Sensitive: Care that is guided by conscious participation with clients using a number of relational skills including listening, questioning, empathy, mutuality, reciprocity, self-observation, reflection, and an awareness of emotional contexts.
- Compassionate: Able to, in a relational context, notice another person’s pain, experience an emotional reaction to that pain, and act in some way to help ease or alleviate the pain.
- Objective: Takes action to intentionally minimize the potential influence of personal values, beliefs,



and positional power on client assessment and care.
- Flexible: Recognize how to adapt care to advance client values, interests, and ultimately, promote client health and well-being.
- Openness: Explores and develops a range of possible alternatives and approaches for care with clients.

KNOWLEDGE AND COMPETENCIES

- Leadership: Demonstrates ability to serve the ministry by leading and supervising client support workers, supporting their ability to provide high-quality, non-judgmental care.
- Expertise: Uses a broad base of evidence-informed practice that incorporates research, expertise, client preferences, and other available resources.
- Professional development: Seeks and uses new knowledge that may enhance, support, or influence competence in practice.
- Spiritually mature: Evidence clear practice of holistically integrating Christian doctrines, teaching, and practices into daily living.
- Commitment to women’s health: Is motivated by the desire to ensure women have justice in their access to information and support for their reproductive health decisions.
- Strategic: Engages in relational practice that integrates with existing community services, reduces redundancy, and provides a unique contribution to client care.
- Ethical: Recognizes and respects the intrinsic worth of each human being.
- Computer skills: Able to use basic web-based software and Microsoft Office applications.

RESPONSIBILITIES

Vision and Mission (5%)

- Works effectively with the ED and key centre personnel to assess, recommend, communicate, and promote client support services in light of Cochrane Pregnancy Care’s vision and mission.

Management (35%)

- Works with the ED and key centre personnel to ensure that care of clients is consistent with organizational policies regarding evangelism and spiritual care of clients.
- Maintains, reviews, and updates client support services policies and procedures.
- Provides reports to the ED annually, or as requested.




- Gathers and organizes annual support services statistical information.
- Oversees maintenance of client files.
- Manages client support workers and volunteers, including:
- Scheduling.
- Holding regular meetings to evaluate client care needs and plan support.
- Debriefing following client sessions and offering suggestions and encouragement.
- Ensuring appropriate client follow-up is completed.
- Provides spiritual care for staff and volunteers including, but not limited to, facilitating devotions, praying with staff, and maintaining openness to spiritual care discussions.

Direct client care (50%)

- Provides direct support services for clients.
- Facilitates programs with clients.
- Arranges for client referrals and follow-up appointments.
- Evaluates, selects, and maintains needed educational materials and community resources for client use.
- Prays with and offers spiritual care for clients as they consent to, offering spiritual care referrals to local churches and other religious agencies as requested.

Staff Development (5%)

- Assists in recruiting, selecting, and interviewing possible client support workers and volunteers to meet centre needs.
- Oversees training and orientation of client support workers, including with respect to the Cochrane Pregnancy Care Centre Christian ministry and mission.
- Evaluates client support workers on a regular basis. May conduct annual performance reviews.

Public Relations (5%)

- Represents the centre in the community as delegated by the ED.
- Attends community-based trainings that offer professional development and information pertinent to the centre’s practices.

All personnel, including staff and volunteers, should seek to be a role model in attitude, speech, and actions in their consistent daily walk with Jesus Christ. They should be prepared to explain Cochrane Pregnancy Care Centre’s Christian beliefs and practices to all visitors and callers. They should be prepared to provide resources and assistance, consistent with the Statement of Faith and Mission Statement, to all those who inquire. Pay: From $26,000.00 per year

Benefits

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Client Services Manager (Cochrane)
🏢 Cochrane Pregnancy Care Centre
📍 Cochrane