Manager, Client Services

ORGANIZATION PROFILE

CLH is the region's largest service provider for individuals with developmental disabilities such as Down Syndrome and Autism. We are dedicated to helping them achieve their full potential, be included in our community and, ultimately, build great lives. We offer widely recognized expertise and serve more than 1,600 people with special needs every year – from children to aging seniors. We offer community participation programs, residential services, respite services, employment supports and services designed for children and youth.
Annual Compensation: $72,000+

This is an existing vacancy

ROLE

The Manager, Client Services role is responsible for the overall management of our Children's Respite Program activities throughout the various program areas of focused services offered by our agency across the greater Hamilton area. They will:

· Provide leadership and management- oversight to a team of Direct Support Facilitators; respond to inquiries, requests/concerns, address and resolve issues when supporting staff.

· Ensure performance management protocols are adhered to in relation to the responsibilities and requirements of the employee's position.

· Develop, maintain and promote a high level of quality service delivery.

· Lead and supervise the program staff.

· Ensure programs meet all internal and external reporting requirements.

· Manage day-to-day administration of the programs.

· Provide enhanced program development, planning and evaluation.

· Promote community and stakeholder engagement.

· Have working knowledge of the Employment Standards Act, applicable labour laws, and Collective Agreements.

QUALIFICATIONS

We're looking for an enthusiastic and engaging team player with the following:

· Degree or diploma in Developmental Services, Social Services, or Management, or equivalent education and experience.

· Previous experience working with Children with special needs.

· Highly skilled in client/family liaison and stakeholder engagement.

· Minimum 5 years experience in a management, supervisory or team leadership role.

· Demonstrated experience developing and implementing dynamic and engaging programs for and with families and their children with special needs.

· Highly skilled in client/family liaison and stakeholder engagement.

· Demonstrated experience working in an Applied Behaviour Analysis (ABA) framework considered an asset.

· Excellent interpersonal and communication skills (both verbal and written).

· Knowledge of Ministry of Children, Community and Social Services (MCCSS) Quality Standard Framework regulations of the Child, Youth and Family Services Act.

· A commitment to inclusion and empowerment for people with special needs.

· A valid driver's license and access to reliable transportation.

· Fluency in a language other than English is an asset.

THE RIGHT PERSON FOR THIS ROLE WILL BE:

· A strategic thinker who is also capable of end-to-end tactical execution.

· Able to communicate a vision clearly, inspire others to achieve results.

· Innovative and a life-long learner, works collaboratively with all stakeholders.

· Analytical and capable of extrapolating data to implement evidence based best-practices and achieve business goals.

· Expert facilitation and conflict management skills.

· A multi-tasker with the ability to be creative and problem solve, able to execute under deadline pressure.

· Strong business acumen.

· A passionate advocate for people with special needs and their families.

*This position is required to work on site at locations and will require some local travel. Managers are required to work on a flexible schedule that includes weekends, afternoons, and days. They also provide on-call support after hours*