Senior Manager Client Care Services

The Neighbourhood Group
Toronto (City), Ontario
Closing date
Jan 19, 2024

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Registered Nurse
Work Setting
Long Term Care / Nursing Home
Area of Practice
Community Care

The Neighbourhood Group (TNG) is a multi-service agency that includes Central Neighbourhood House, Neighbourhood Link Support Services and St. Stephen’s Community House
POSITION TITLE: Senior Manager Client Care Services
DEPARTMENT: Independent Living
STATUS: Regular Full-Time, non-bargaining unit
# HRS / WEEK: 35
REPORT TO: Director of Home and Community Care
HOURLY RATE: Commensurate with experience
POSTING DATE: November 14, 2023
INTERNAL CLOSING DATE: November 20, 2023
GENERAL DESCRIPTION: The Senior Manager Client Care (Senior Manager) reports directly to the Director of Home and Community Care. The incumbent leads a team of staff who work diligently to provide consistent care to approximately 1200 adult and older adults clients and their families 365 days a year. Clients are referred to The Neighbourhood Group Community Services (TNGCS) by referral from Home and Community Care Support Services (HCCSS), require top up supportive housing supports or are private-pay clients for homemaking services. The Senior Manager must ensure all safety protocols and contractual obligations are followed by staff. Care is delivered to clients who live throughout the City of Toronto and receive personal support services or home support services.
The Senior Manager oversees the daily operations of this program, provides training, and coaching to a team of Field Supervisors, PSW Supervisors, After Hours Supervisors, Personal Support Workers (PSWs) and Home Support Workers (HSWs). Staff assist clients who live in their own homes. These clients have diversity of need and intensity of service requirements that must be met to prevent hospital admissions and allow them to stay in their homes rather than move to assisted living or long-term care.
The incumbent ensures that clients and their families/caregivers have a positive experience with the appropriate level of care and services and that the overall results are achieved and reported to the Funder. The Senior Manager takes the lead working with PSWs across the Independent Living Department for the training of delegated acts that are Registered Nurse (RN) specific. They also facilitate learning across TNGCS such as updates on communicable diseases, Infection, Prevention and Control Practices (IPAC), and best practice for public health.
• Ensure appropriate levels of staffing through planning with Director and Vice President. Create a monthly schedule for office support to ensure sufficient staffing.
• Provide direction, advise, coach, and motivate both unionized and non-unionized staff, in the delivery of programs and services. Create a positive work environment. Ensure the completion of performance reviews for staff.
• Monitor safety and quality of care. Attend home visits, solicit feedback, consider how service can be improved. Implement changes.
• Monitor services to ensure continuity and consistency of care. Fill in gaps through the development of recruitment plans.
• Mediate client/PSW/HSW/staff issues. Escalation point when extra support needed to resolve complaints. Build positive relationships with the union
• Prepare and implement the budget upon approval from the Director.
• Work with funders and partner agencies to resolve anomalies in data such as an unusual number of missed visits. Determine steps to prevent reoccurrence.
• Nursing Degree; RN.
• Gerontology designation or equivalent experience.
• A valid Ontario G class Driver’s License in good standing is preferred.
• Minimum 5 years of recent experience leading teams who provide community-based programs and services for seniors.
• Professional experience with program development and implementation.
• Progressively responsible work history including all aspects of supervision of staff including coaching, mentoring, performance management, training, on boarding and health/safety. Experience managing in a unionized workplace is preferred.
• Extensive knowledge and expertise around local systems, services, and resources relevant to low income, marginalized, at risk seniors including ageism, racism, sexism, LGBTQ+, mental health and addictions experience, etc.

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