Manager of Client Services

Job Summary:
The Manager of Client Services supervises the rehabilitation programs, staff and clients. This includes overseeing the rehabilitation programs, training and supervising the Program Managers and staff, monitoring the respective program budgets, and liaising with clients’ support networks, professionals, and funding agencies when necessary.

Duties and Responsibilities
1. Recommends improvements to the Director of Client Services, as it relates to achieving higher standards of client service delivery.
2. Oversees the client programs, including the client schedules, independence programs, house and individual menus, medication programs, client health, log books, and monthly reports.
3. Supervises designated Program Managers by performing duties such as orientation, training, providing feedback (including discipline and termination), performance appraisals, scheduling work and maintaining timekeeping and attendance records. Chairs Program Managers’ meetings as assigned.
4. Liaises with the Director of Client Services regarding pre-assessment of potential clients, client rehabilitation and life skills programs and developing and revising Individual Service Plans.
5. Writes client, employee and departmental reports as required.
6. Liaises with the funding source, therapeutic team, supports and client, by setting up regular team meetings to discuss case planning and client progress.
7. Orients, trains and provides ongoing education to all program managers and staff. Ensures that clients, families and support networks are educated on clients’ rights and programs
8. Ensures each program is in compliance with licensing, pharmacy, occupational health and safety, regulations, standards and funder requirements (i.e. vacancy reports, progress reports, etc.).
9. Facilitates the work of the Organisational Occupational Health and Safety committee and ensures inspections are completed and safety issues are addressed immediately.
10. Assists in the preparation of the budget for each designated program and ensures ongoing fiscal compliance. Monitors the handling of client funds and petty cash expenditures for accuracy.
11. Ensures implementation and adherence to the Cheshire Homes Society of BC’s philosophy, mission statement, vision and values, policies and procedures and complies with Confidentiality guidelines.
12. Promotes an attitude in staff that ensures care and support services are delivered in a courteous, sensitive and respectful manner.
13. Provides Manager “On-Call” Support.
14. Ensures compliance as set out in the collective agreement, consulting with the Director of Client Services and the Manager of Human Resources when necessary.
15. Covers Program Managers when necessary to guarantee continuum and quality of care.
16. Maintains a schedule of quality assurance checks for all programs to ensure compliance with developed standards.
17. Ensures reports are submitted to funders in timely manner.
18. Ensures proper performance management of employees.
19. Performs all other duties as assigned.

Qualifications:
Education, Training, Work Experience
 University or masters level education in a related field
 Recent related experience of three years or an equivalent combination of education, training and experience
 Experience with conducting performance appraisals and leading team meetings
 Management experience.
 Current certification and documents in the following areas: emergency first aid for cliental group homes or equivalent, CPR level A, driver’s license class 5
 Excellent written and spoken English skills
 The use of a personal vehicle
Skill and Abilities
 Ability of communicate effectively, both verbally and in writing
 Ability to manage others
 Physical ability to carry out the duties of the positon
 Ability to work independently and in cooperation with others
 Ability to plan, organize and prioritize
 Ability to type
 Ability to learn new software and technology. Competent with computers.
 Business writing skills
 Ability to analyse and resolve problems
 Ability to supervise and lead others
 Ability to interpret and apply policies and procedures