Report to Senior Director, Community Support Services

POSITION SUMMARY:

The Manager, Home Care Services is responsible for the operational leadership, performance management, and oversight of provincially funded home care service contracts, ensuring accountability, fiscal stewardship, quality outcomes, and alignment with organizational objective. The Manager ensures the delivery of high-quality, client-centered services that meet contractual obligations, regulatory requirements, organizational standards, and strategic objectives.

Reporting to the Senior Director, Community Support Services, the Manager provides leadership to a multidisciplinary team of supervisors and frontline staff, while fostering strong relationships with funders, community partners, clients, caregivers, and other stakeholders. The role is accountable for contract performance, service quality, workforce planning, financial stewardship, departmental performance metrics, risk management, and continuous quality improvement.

KEY RESPONSIBILITIES:

Operational Leadership and Contract Management

- Oversee the delivery and performance of multiple home care contracts across designated geographic areas and service streams.
- Ensure all contractual deliverables, service targets, key performance indicators (KPIs), and reporting requirements are achieved.
- Monitor performance against service volumes, referral, admission budgets, wait times, client satisfaction, safety and quality measures and targets.
- Monitor and communicate anticipated and actual changes to contractual requirements, funding agreements, and service expectations, ensuring timely updates and recommendations are provided to the Senior Director, Community Support Services.




- Maintain current knowledge of industry trends, legislative and regulatory developments, emerging best practices, and environmental changes to support continuous program improvement, optimize service outcomes, and strengthen contractual and stakeholder relationships.
- Identify service gaps, risks, and opportunities for improvement and implement corrective action plans as required.
- Lead service planning and operational initiatives to support organizational growth and sustainability.
- Maintain strong relationships with funders, hospitals, Ontario Health atHome, primary care partners, and community agencies.
- Participates in the after-hours on-call rotation, providing leadership and operational support for urgent client care, staffing, service delivery, and risk management issues.

Team Leadership and Human Resources Management

- Provide leadership, coaching, and performance management to supervisors, frontline staff, students and volunteers.
- Lead recruitment, onboarding, orientation, retention, and succession planning activities.
- Support employee development through ongoing coaching, training, and performance reviews.
- Manage staffing levels and workforce planning to ensure adequate service coverage and effective resource utilization.
- Address employee relations issues in consultation with Human Resources.

Quality, Risk,



Accreditation and Experience

- Ensure compliance with organizational policies, professional standards, legislative requirements, and accreditation standards.
- Develop departmental policies and procedures.
- Monitor quality indicators and client outcomes to support continuous quality and experience improvement initiatives.
- Lead investigations and follow-up related to incidents, complaints and critical events.
- Responsible for oversight of the Ontario Health at Home Event Tracking System, including monitoring and responding to reported events, conducting investigations, updating event records, implementing corrective actions, and participating in Ontario Health atHome review meetings and conference calls in accordance with OHaH policies and reporting requirements.
- Implement risk mitigation strategies and monitor operational risks within assigned programs.
- Support accreditation activities, quality reviews, and audits.
- Promote a culture of excellence in client and family-centered care.
- Ensure services are responsive to client needs, preferences, cultural diversity, and health equity considerations.
- Monitor expenditures, staffing costs, and financial performance.
- Identify opportunities for efficiency, while maintaining service quality.
- Contribute to business planning, funding proposals, and resource allocation decisions.

QUALIFICATIONS:

- Bachelor's degree in Health Administration, Nursing or a related field.
- Minimum 2-3 years of progressive leadership experience in home and community care, healthcare, or a related sector.
- Experience managing multiple programs, contracts,

📌 Manager, Home Care Service (Toronto)
🏢 CANES Community Care
📍 Toronto