Director of Clinical and Client Services

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This position will support the mission, vision and values of the Chatham-Kent Community Health Centres (CKCHC).  The Director of Clinical and Client Services is an Advanced Practice Nurse who is a member of the primary health care team.  He/she is responsible for developing clinical policies and procedures, clinical pathways and systems which effectively utilize the human resources of the Chatham-Kent Community Health Centres (CKCHC) to provide optimal primary care.  The Director of Clinical and Client Services supports and supervises clinical staff, and works to ensure the safe and efficient provision of care and administrative support systems in the delivery of services to clients.  The Director of Clinical and Client Services is responsible to ensure that evidence-based, holistic care that is focused on health promotion/disease prevention is delivered by the interdisciplinary health care team.

  • Provide leadership to an interprofessional primary care, allied health and administrative support team in support of the organizational mission, vision, values and strategic directions.
  • Monitor individual and team performance and provide feedback, instruction and/or redirection.
  • Lead and manage required/necessary change in a spirit of collaboration using effective change management strategies.
  • Manage and work to resolve interpersonal conflict in a timely manner using appropriate conflict resolution strategies. 
  • Respond appropriately to client complaints and incident reports in a timely manner. 
  • Lead discussion and resolution of issues related to clinical operations and client care.
  • Build, maintain and inspire positive and effective working relationships with and among all team members.
  • Responsibly manage multi-functional budget.  Review financial reports and complete financial variance reporting in collaboration with the finance team.
  • Manage respective team’s schedule and payroll processes, ensuring appropriate coverage to provide safe and effective service.
  • Monitoring and inspiring team and organization’s performance of clinical indicators defined in the M-SAA.
  • Collaborate with ED, board and team while leading the development, implementation and monitoring of the annual Quality Improvement Plan, as per the Excellent Care For All Act (ECFAA). 
  • Provide education, support and develop systems that support patient confidentiality and ensures that the team and organization provide care in compliance with the Personal Health Information Protection Act (PHIPA).
  • Act as the organization’s Infection Prevention and Control (IPAC) lead.
  • Lead the development and management of medical directives and other policies and procedures related to clinical practice and specific portfolio responsibilities (e.g. Privacy, IPAC, or Quality).
  • Promote integration of evidence-based/best practice guidelines in the provision of care. 
  • Provide leadership that fosters an environment which promotes professionalism, respect and trust among team members
  • Lead initiatives that assist the organization in the accreditation process.
  • Provide leadership in nurturing a culture of person-centered care and continuous quality improvement.
  • Provide leadership for the development of culturally sensitive care.
  • Collaborates with the interdisciplinary team and community providers in development of partnerships to improve access to the priority population groups.
  • Links with professional associations and participates in ongoing learning opportunities.
  • Assist team members in receiving ongoing professional development.
  • Lead and assist in the coordination of student placements.
  • Reports to the Executive Director unresolved issues related to individual work performance or professional standards.
  • Attend Board of Director meetings and provide information and support as required.
  • Other duties as assigned.
  • Maintains electronic clinical records, participates in chart review, case conferences and makes referrals.
  • Contributes to the CKCHC as an active member of staff, attend team functions and meetings.
  • Respect the cultural diversity of the client, community and CKCHC.
  • Demonstrates a commitment to a safe environment for staffs, clients and families by working in compliance with the CKCHC related policies, health and safety regulations and completing mandated training and educational sessions as required.


  • Minimum of five years of clinical experience and three years of progressive responsibility in a leadership position at the Manager or Director level.
  • Experience in a primary care inter-professional team model an asset.
  • Excellent project management, budgeting and operational planning with strong analytical skills.
  • Demonstrates strategic planning skills through the delivery of innovative and collaborative programs and services.
  • Superior interpersonal and relationship management skills, supported by excellent critical thinking, problem-solving and conflict resolution skills to interact effectively and build respectful and collaborative relationships.
  • Effective leadership skills with adeptness in collaboration, change management and conflict resolution.
  • Ability to establish rapport, collaborate and partner effectively with others.
  • Proven track record in working with teams/groups to achieve successful outcomes.
  • Good understanding and sensitivity to federal and provincial health planning processes.
  • Demonstrates clear, concise and excellent oral and written communication skills.
  • Results-oriented and client-centered with a commitment to excellence in quality of care.
  • Demonstrates accountability and accepts responsibility for actions and decisions in a professional, ethical and respectful manne.r
  • Maintains and develops personal competence through appropriate continuing education and professional development activities and reflective practices.
  • Experience in a program development, implementation, monitoring and evaluation, an asset.
  • Proficiency in the use of computers and EMR programs is required.
  • Ability to communicate in both official languages is an asset.
  • Clean driver’s abstract and a current and valid Class “G” Ontario Driver’s License with reliable transportation to support travel throughout Chatham-Kent.  Travel to work at one of our other CKCHC locations may be required.    

Education and certificate requirements

  • A Master’s Degree in Nursing.
  • Member in good standings with a current Certificate of Registration with a Regulated Health Professions College in Ontario (College of Nurses of Ontario).
  • Completion of a Police Clearance prior to commencing employment.