Personal Support Services Supervisor

TNO - The Neighbourhood Organization (TNO) is a well-established community-based social and health service agency providing a wide range of programs and services supporting low-income and newcomer communities across Ontario and sometimes across different provinces through online services and referrals. TNO is seeking a dynamic and experienced Personal Support Services Supervisor (RN, RPN, or eligible Foreign-Trained Nurse) to provide clinical, operational, and program leadership for its Personal Support Services (PSS) Program and supervise the Community Support Liaison (CSL) and Personal Support Worker (PSW) teams serving low-acuity home care clients.

The Personal Support Services (PSS) Program supports adults aged 55+ by coordinating home and community care services that enable seniors to age safely and independently in their homes and communities. Through an integrated, person-centered approach, the program connects clients to primary care, allied health services, community supports, transportation, interpretation, respite care, personal support services, social engagement opportunities, and other health and wellness resources.

The program operates within a neighbourhood-based model of care and works collaboratively with Ontario Health Teams, Primary Care providers, Ontario Health atHome, Health Access organizations, Acute Care Hospitals, Community Support Services, and other health and social service partners to improve care coordination, support seamless transitions in care, reduce health inequities, and enhance client outcomes. The Personal Support Services Supervisor reports to the Manager, Health & Wellness – Integrated, Personal Support and Enhanced Respite Care Services for Seniors.

QUALIFICATIONS & EXPERIENCE

- Registered Nurse (RN) or Registered Practical Nurse (RPN) in good standing with the applicable regulatory college, or a qualified Foreign-Trained Nurse eligible to work in Canada.
- Minimum two (2) years of practical nursing experience.
- Minimum one (1) year of supervisory, leadership, or program coordination experience, preferably within home care, community care, seniors' services, supportive housing, or community health programs.
- Experience managing or coordinating community home care, personal support services, community support services, or integrated health programs.
- Demonstrated experience working within integrated care models and multidisciplinary/interdisciplinary healthcare teams.
- Experience collaborating with Primary Care, Ontario Health at Home, Health Access organizations, Acute Care Hospitals, Community Support Services, Ontario Health Teams, and other healthcare partners across the continuum of care.
- Strong knowledge of community nursing principles, client assessment, care planning, chronic disease management, and home and community care delivery models.
- Knowledge of Ontario's home and community care sector, Ontario Health Teams, neighbourhood-based models of care, and integrated care approaches.
- Experience coordinating care transitions between hospital, primary care, community care, and social service sectors.
- Experience participating in interdisciplinary case conferences, cooperative care planning, and complex care management.
- Demonstrated understanding of health promotion, community development, anti-oppression principles, equity, inclusion, and social determinants of health.
- Experience supporting vulnerable, low-income, newcomer, multicultural, and multilingual communities.
- Experience building and maintaining effective relationships with healthcare providers, clients, caregivers, community agencies, funders, and system partners.
- Experience planning, implementing, evaluating, and improving health and community support programs.
- Experience using Electronic Medical Records (EMR) and Electronic Health Record (EHR) systems.
- Strong organizational, leadership, analytical, problem-solving, and decision-making skills.
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively in a dynamic interdisciplinary environment.
- Knowledge of Thorncliffe Park, Flemingdon Park, Teesdale, Taylor-Massey, St. James Town, and surrounding communities.
- Experience supporting clients with frailty, dementia, chronic disease,



mental health challenges, and complex social needs.
- Experience supporting or leading neighbourhood-based models of care, integrated community health initiatives, Ontario Health Team collaborations, Seniors Health Hubs, or place-based population health approaches.
- Knowledge of East Toronto Health Partners (ETHP) and local integrated care pathways is considered a strong asset.
- A valid driver's licence and access to a reliable vehicle are considered assets.

DUTIES & RESPONSIBILITIES

- Provide clinical and operational leadership for the Personal Support Services Program, ensuring service delivery aligns with organizational policies, funder expectations, professional standards of practice, and applicable legislation.
- Lead and direct the CSL and PSW teams to deliver high-quality, client-centered care and services.
- Conduct or coordinate comprehensive client assessments, reassessments, and care planning activities.
- Ensure the development, implementation, monitoring, and evaluation of individualized care plans that address client goals, risks, and changing needs.
- Conduct in-home visits to assess client needs, service effectiveness, safety concerns, and quality of care.
- Monitor changes in client condition and communicate significant or complex care concerns to appropriate healthcare providers and caregivers.
- Facilitate interdisciplinary case conferences and care planning meetings for clients with complex health and social needs.
- Oversee admissions, service planning, reassessments, transitions, and discharge processes.
- Ensure continuity of care through effective coordination across multiple healthcare and community service providers.
- Recruit, onboard, orient, supervise, mentor, and evaluate CSL and PSW staff.
- Conduct regular performance reviews and provide coaching, guidance, and professional development opportunities.
- Foster a positive, collaborative, and accountable team culture that promotes excellence in client care and service delivery.
- Manage scheduling, workload distribution, attendance, service coverage, and staffing resources.
- Support employee engagement, retention, conflict resolution, and workplace wellness.
- Lead bi-monthly team meetings, care huddles, and team development activities
- Collaborate closely with Primary Care providers, Ontario Health atHome, Health Access organizations, Acute Care Hospitals, Ontario Health Teams (OHTs), Community Support Services (CSS), allied health professionals, and other health system partners to support coordinated care delivery.
- Lead and participate in interdisciplinary case conferences, discharge planning meetings, and collaborative care planning activities.
- Support clients transitioning between hospital, primary care, community care, supportive housing, and social service settings.
- Coordinate services and referrals to address medical, functional, social, and caregiver support needs.
- Promote integrated service delivery and neighbourhood-based models of care that improve access, client experience, and health outcomes.
- Build and maintain strong relationships with hospital discharge planners, care coordinators, physicians, nurse practitioners, community agencies, and other service providers.
- Identify service gaps, barriers to care, and opportunities for collaboration across the local health and social service system.
- Represent TNO at community tables, network meetings, Ontario Health Team initiatives, and other collaborative planning forums.
- Monitor program quality indicators, client outcomes, service utilization, and performance metrics.
- Lead continuous quality improvement initiatives, including chart audits, service reviews, risk assessments, and corrective action planning.
- Ensure compliance with privacy legislation, documentation standards, infection prevention and control practices, consent requirements, and organizational policies.




- Maintain current and accurate client records within electronic medical and health record systems.
- Ensure all client concerns, incidents, complaints, and critical occurrences are addressed, documented, investigated, and resolved appropriately.
- Collaborate with management to implement quality improvement strategies and enhance service delivery.
- Generate monthly, quarterly, and annual reports, program statistics, outcomes, and performance measures.
- Monitor service volumes, staffing utilization, and program performance against established targets and service deliverables.
- · Support budget monitoring, resource allocation, and effective utilization of program resources.
- Assist with funder reporting requirements, accountability agreements, annual planning, and program evaluations.
- Analyze data trends and provide recommendations to improve program efficiency, quality, and client outcomes.
- Promote workplace health and safety and client safety practices.
- Investigate and document incidents, workplace injuries, client safety concerns, and occupational health and safety matters.
- Ensure timely escalation and reporting of serious incidents and critical occurrences.
- Participate in emergency preparedness, risk management, infection prevention and control, and business continuity planning activities.
- Maintain current knowledge of nursing standards, community health practices, home and community care legislation, and integrated care approaches.
- Coordinate and facilitate staff education and training opportunities.
- Participate in internal and external committees, community initiatives, and professional development activities.
- Demonstrate a commitment to continuous learning, evidence-informed practice, and service excellence.

Conditions of Employment – The successful candidate must complete a Vulnerable Sector Screening and meet all immunization and health screening requirements. TNO will consider accommodation requests in accordance with the Ontario Human Rights Code and applicable legislation.

Job Type: Full-time permanent position.

Work Location(s): This position may be based at any TNO service location and may be relocated according to organizational, community, and program needs.

Schedule: 35 hours per week. Flexible scheduling based on program and operational requirements. Evening and weekend work will be required to support service delivery across the Seniors Portfolio. ON-Call availability may be required to address urgent client or staffing matters.

Vacancy Status – This posting is for an existing vacancy – replacement.

Salary Range: $35.00 - $41.00 per hour.

Benefits:

- Extended Health Care
- Health Spending Account
- Professional Development Support
- Employee Assistance Program (EAP)
- Travel Insurance
- Life Insurance and Long-Term Disability
- HOOPP Pension Plan
- Mental Wellness Days
- Personal Emergency Leave

Application Process: Please submit your resume and cover letter by email with “Application for Personal Support Services Supervisor” in the subject line to [email protected] by November 15, 2026. We thank all applicants for their interest, but only those selected for further consideration will be contacted.

TNO is committed to employment equity initiatives. We encourage residents of Thorncliffe Park, Flemingdon Park, and surrounding communities, and people who are racialized, Indigenous, people from the 2SLGBTQI+ community, people with disabilities, and other equity-seeking groups to apply. TNO is an equal opportunity employer. Accommodation will be provided in accordance with the Ontario Human Rights Code. Should you require accommodation at any stage of the recruitment process, please let us know. We thank all applicants for their interest but only those selected for further consideration will be contacted.

Pay: $35.00-$41.00 per hour

Expected hours: 35.0 per week

Application question(s):

- Are you a Registered Nurse (RN) or Registered Practical Nurse (RPN) in good standing with the applicable regulatory college, or a qualified Foreign-Trained Nurse eligible to work in Canada?
- Do you have experience using Electronic Medical Records (EMR) and/or Electronic Health Record (EHR) systems?

Experience:

- practical nursing: 2 years (preferred)

Work Location: In person

📌 Personal Support Services Supervisor (Toronto)
🏢 TNO - The Neighbourhood Organization
📍 Toronto