Job Title: Manager, Client Services

Department/Group: Client Services

Position Type (FT, PT, Relief, etc.): Permanent Full Time

Location:

Hybrid

Peel Senior Link

50 Burnhamthorpe Rd West, Mississauga, ON L5B 3C2

Level/Salary Range: $85,000 per year

Benefits:

Dental care

Extended health care

Life insurance

On-site parking

Professional fees reimbursement

Job Details

Peel Senior Link, a non-profit charitable organization established in 1993, provides personal care & home-making and other complementary support services. Peel Senior Link maximizes independent living--helping seniors live with dignity, stability, and safety. Peel Senior Link is funded by the Ministry of Health and Long-Term Care through Ontario Health - Central, grants, and personal and corporate donations.

The Manager, Client Services plans, implements, directs, and monitors the activities for all Peel Senior Link client programs within the mission, vision, and values of the Supports for Daily Living, and Integrated Seniors Team program.

This individual manages all client services concerned with the provision of personal support to seniors in a home care workplace by overseeing and monitoring the operations conducted by Supervisors, Client Services and Scheduling Officers, while providing indirect support and management to Personal Support Workers and Home Helpers.

Reporting to the Director, Client Services this position provides operational leadership and innovation that is aligned with the strategic direction of the organization.

Job Duties

· Provides direct supervision and direction to all sites and the corresponding Supervisors of Client Services, Scheduling Officers, and indirect to Personal Support Workers, Home Helpers and student/volunteer placements. Works closely with Human Resources to recognize/reward, discipline and counsel direct reports, provides orientation, feedback, training, conducts performance evaluations, hires and terminates direct report employees, intervenes in employee disputes, grievances, legal and human rights issues.

· Supports in the decisions of hiring and terminations of direct reports as required; works closely with Human Resources to: recognize/reward, discipline and counsel direct reports, and intervenes in employee disputes.

· Support accreditation requirements and maintain compliance with applicable standards, policies, and procedures.

· Monitors all client and employee documentation and statistical reporting to ensure that information is up to date. Manage and maintain the client management system, ensuring client records, documentation,



and information are accurate and up to date.

· Approves mileage, and petty cash for site supervisors/scheduling officers (or should we mention direct reports). Monitors and analyzes monthly variance reports with Supervisors, Client Services and provides summaries to Director, Client Services.

· Supervises the flow of client Liaises between Supervisors, Central Registry and Ontario Heath at Home to facilitate the intake and referral and appropriate coordination of client services. Monitors intake documentation and oversees annual client reviews to ensure completion and accuracy. Help to maintain client records using client database. Monitors service provided to clients during office visits and conducts in-home spot checks as required; participates in client care conferences as required; effectively manages client/family/caregiver complaints and ensures positive resolutions.

· Leads Client Services team meetings with Supervisors and Schedulers to discuss operational priorities, client flow, service delivery, staffing, performance, and emerging issues, ensuring effective communication, collaboration, and follow-up.

· Promotes and participates in the work of the Joint Occupational Health and Safety Committee (JHSC). Maintains knowledge, observes, enforces and practices appropriate procedures in regards to Fire, Safety, Quality and environmental standards. Maintains and ensures that others maintain a safe, orderly, and tidy work area. Instructs and monitors employees on using secure work practices and personal protective equipment. Manages Infection Prevention and Control.

· Coordinates and organizes staff training, orientation, and professional development activities to ensure employees have the knowledge and skills required to perform their roles effectively.

· Participates in Quality Improvement initiative; manages and mitigates risks to the organization by reviewing safety incident reports. Alerts the Director, Client Services where necessary.

· Liaises with community partners and represents the agency on appropriate external committees as needed. Creates and maintains positive relationships and partnerships with external stakeholders.





· Prepares various reports as needed for the Senior Leadership Team

· Monitors voice messages and provide support to sites after office hours.

· Performs other duties as required including assuming responsibility for organizational operations in the absence of the Director, Client Services when required/requested; undertakes training initiatives as assigned or volunteered

The ideal candidate has:

· Bachelor’s degree in business or a healthcare discipline. Professional designation (e.g. BSW, RN, PT, OT etc.) an asset,

· Strong operational experience in private or public sector; ideally has 5+ years of experience with at least 3 years’ experience in operational or administrative management of multiple locations,

· An entrepreneurial mindset with experience in business development,

· Prior labour relations and collective bargaining experience required,

· Experience in budgeting and financial planning and analysis,

· Demonstrated success developing and monitoring systems to manage both operational and agency activities that involve high levels of collaboration,

· Excellent people skills, with an ability to partner with a dynamic leadership team,

· Personal qualities of integrity, credibility, and commitment to the mission of PSL,

· Flexibility and adaptability; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems

We thank everyone for their expression of interest; however, only those candidates selected for an interview will be contacted.

Peel Senior Link is committed to developing an inclusive, barrier-free selection process and work environment. If you require accommodation at any stage of the recruitment and selection process, please contact Human Resources at (phone hidden) x326.

As part of our ongoing commitment to health and safety in the workplace, COVID-19 vaccination is strongly recommended.

To learn more about Peel Senior Link please visit:

https://peelseniorlink.com/who-we-are/

Job Type: Full-time

Pay: $85,000.00 per year

Benefits:

- Employee assistance program

Education:

- Bachelor's Degree (preferred)

Experience:

- operational or administrative management: 5 years (preferred)
- supervisory: 3 years (preferred)
- labour relations and collective bargaining: 1 year (preferred)
- business development: 2 years (preferred)
- healthcare or social service: 3 years (required)

Work Location: Hybrid remote in Mississauga, ON L5B 3C2

📌 Client Services Manager (Mississauga)
🏢 Peel Senior Link
📍 Mississauga