Independent Living Services Simcoe County
Senior Manager of Client Services
POSITION OVERVIEW
The Senior Manager of Client Services will play a pivotal role in enhancing our community programs and initiatives. This position supports the Director of Community Services in overseeing the delivery of high-quality, inclusive services across Simcoe County. Acting as an intermediary between the Director and Program Managers, the Senior Manager provides operational oversight, staff management support, and ensures alignment with the Agency's Mission, Vision, Values, operational standards, and regulatory requirements.
The ideal candidate is a strategic leader capable of managing operations, fostering collaborative partnerships, and driving continuous improvement to ensure exceptional client care and community engagement.
Location: On-site in Barrie, with frequent travel within Simcoe County
Vacancy: 1 permanent full-time (35/hrs/wk.)
Compensation: RRSP contribution match, health & dental benefits after 1 month, EAP and more
RESPONSIBILITIES

1. Program and Organizational Management

• Collaborate with the Director and Program Managers to implement and monitor operational standards and maintain service consistency for all community-based services, ensuring programs meet quality and safety benchmarks.

1. Financial Management

• Assist in developing program budgets and ensuring resources are effectively managed within identified program parameters.
• Monitor database utilization for the collection of statistical reports and recommend adjustments to improve efficiency.

1. Stakeholder Engagement

• Develop outreach strategies to strengthen community relationships.
• Participate in community committees and other working groups.

1. Human Resources

• Contribute to the development and implementation of staff training and development initiatives, in partnership with the Director.
• Support union grievances and arbitration processes in consultation with the leadership team

1. Quality Assurance and Service Delivery

• Accreditation: Assist in overseeing accreditation compliance, ensuring all program standards are met.
• Service Delivery Excellence: Collaborate with department staff to establish and monitor program performance metrics, ensuring adherence to quality standards and compliance with regulatory and internal policies.
• Reporting and Evaluation: Prepare regular reports on program outcomes, impact assessments, and budgetary expenditures for senior management.
• Establish benchmarks for service excellence and monitor progress.
• Policy and Procedure Development: Develop and implement policies, procedures, and protocols to ensure compliance with regulatory and operational requirements.
• Identify areas for improvement and assist Program Managers in implementing corrective actions.

1. Leadership and Strategic Contributions

• Department Planning: Serve as a liaison between Program Managers and the Director to ensure clear communication and alignment on service goals.
• New Initiatives: Assist in research, planning, and implementing new initiatives that further the Agency's Mission, Vision, and Values.

1. Risk Management

• Provide guidance to Program Managers in addressing emergent issues and crises to ensure continuity and quality of services.
• Assist with staffing-related matters, including performance management, scheduling, and employee relations.
• Develop contingency plans for program disruptions to ensure seamless service delivery (e.g., staffing shortages).

QUALIFICATIONS AND SKILLS
Education:

• Bachelor's degree in health sciences, human/social services, nonprofit management, health administration, or related field.
  

Experience:

• 7 years of progressive management experience, 5 years experience in social services, healthcare or another related field.
• Demonstrated leadership experience within a unionized environment.

Knowledge:

• Knowledge of funding agreements, strategic and operational planning/implementation, and key performance measurement.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Teams, SharePoint, and Outlook).
• Extensive knowledge of community services and relevant legislation related to vulnerable populations.
• Experience in program operations, planning, design, and evaluation, including evidence-based decision-making and data quality management.
• Experience in human resources practices such as team development, training, coaching, and mentoring.

Skills:

• Proficient in performance management, conflict resolution, and scheduling.
• Skilled in change management, project management, compliance, risk management, continuous quality improvement, and data analysis.
• Strong analytical abilities with excellent communication skills, including negotiation, conflict resolution, interpersonal skills, and professional business writing.
• Commitment to workplace health and safety and fostering a culture of safety.

Other Considerations:

• A valid Ontario driver's license and reliable access to a motor vehicle (with insurability under the Agency's vehicle insurance policy).
• Clear Criminal Record Check, including Vulnerable Sector Search.

Note: Due to the evolving nature of the ILS role and its relationship with funders, the duties and responsibilities of this position may change, requiring the delegation of other related tasks within the agency.
The job description is available upon request.
Please apply to this position with a cover letter and resume here:
https://www.ilssimcoe.ca/careers/#apply-here
In keeping with our continuing efforts towards greater representation, we welcome applicants with relevant lived experience and candidates with a broad reflection of identities including Black, Indigenous, People of Colour (BIPOC), LGBTQ2SI+, age, abilities and socioeconomic background.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), ILS provides accommodation, accessible formats, and communication support at all stages of the hiring process. We ask applicants to make their needs known in advance by contacting [email protected] or phoning (249)-535-1680.
ILS offices are located in Simcoe County. We acknowledge that the land on which we work is the traditional territory of the Anishinaabek Nation. The Wendat and the Haudenosaunee Nations have also walked on the territory over time. We acknowledge the enduring presence of Indigenous people and are grateful to have the opportunity to be present in the territory.

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