Senior Manager - Community Support Services

POSITION SUMMARY:

The Sr. Manager – Community Support Services is responsible for the effective delivery of program services within the operational, quality, risk management and strategic framework. The SMCSS is accountable for the day-to-day coordination and delivery of clinical and operational services across multiple CSS programs, and/or within a single CSS program as organizational needs require, including Supportive Housing programs. This role also plays a part in coordinating the growth of new CSS programs in a transformational health care environment. The SMCSS is accountable for ensuring the provision of consistent high-quality client care, the efficient and effective administration of the CSS programs, including Supportive Housing programs, and for the alignment of program goals and objectives to the corporate strategic planning activities.

The SMCSS works to support the Executive Director and the Sr. Director - CSS in the successful delivery of CSS program’s corporate strategic goals and objectives, and in coordinating the broader growth opportunities. This role also works collaboratively with other SJHC Executive Leaders, including leaders in other clinical programs, in collaborative efforts of growth and diversity of service offerings. This role may act as a backup for other CSS leadership as required.

The SMCSS works collaboratively with other CSS Program management, as well as the various Shared Services management positions, in order to help ensure the delivery of high-quality client care and to ensure the effective/efficient functionality of the corporate processes.

CORE DUTIES AND RESPONSIBILITIES

Management/Operations

• Managing the recruitment, selection, orientation, training, professional development, coaching, progressive discipline, and Performance Management requirements of CSS program teams
• Maintaining high levels of staff motivation and commitment to the delivery of programs objectives
• Maintaining high levels of teamwork, integrity, and confidentiality among program staff
• Managing program level team meetings and communication requirements
• Evaluating, developing, adjusting, reviewing and implementing program polices, processes and work tools
• Engage as back up for other CSS program leadership, occasionally, ad hoc, or as other coverage is needed
• Participating in the development, review and/or approval of policies and procedures at the corporate level
• Participating in the development and monitoring of the annual operating budget of the CSS programs, including Supportive Housing programs
• Participating in the development of new CSS program operating budgets
• Managing program level union activities (e.g. discussions, meetings, interpretation, conflict resolution, grievances)
• Completing program billing follow ups and verifications with various external stakeholders and/or funding providers as needed
• Generating, monitoring, evaluating and/or reporting on various CSS program metrics, trends and data
• Suggesting and implementing corrective action plans to support the growth and/or improvement initiatives of CSS programs
• Coordinating program’s semi-annual vacation approval process and resolving various scheduling conflicts
• Ensuring that adequate staffing levels are maintained at all times in order to meet client needs
• Responding to inquiries from and/or about clients, family members, Care Coordinators, hospitals and/or other stakeholders as it relates to the care provided by SJHC and/or the CSS program specifically
• Coordinating external community service providers, in assistance to CSS clients, including external support services available for Supportive Housing programs clients
• Monitoring monthly program spending, reporting to Sr. Director and/or Executive Director as required
• Conducting facility tours, presentations or other guest activities

Clinical

• Assisting in the education of staff on new policies, procedures, clinical methods, and other training needs
• Providing clinical, administrative and management on-call support on a rotational or as needed basis
• Monitoring Time Per Visit and Number of Visits Per Day for PSW and/or Companion staff, another metrics as required and requested
• Conducting client assessments for program participation eligibility, maintaining program wait lists
• Reviewing client care plans, adjusting as required
• Creating client document packages, files and other necessary information
• Participating in Client Case Conference meetings as required

Corporate

• Participating in the SJHC corporate strategic planning process and recommending strategic direction at the corporate and program levels
• Developing and monitoring the CSS program goals and objectives in alignment with the corporate strategic goals and objectives
• Assuming the role of Competent Supervisor as related to Occupational Health and Safety Act
• Ensuring staff compliance to policy, procedure, safety and all applicable legislative requirements at all times
• Ensuring staff compliance to quality protocols and initiatives, leading the CSS program quality improvement initiatives
• Ensuring staff compliance to corporate training requirement (Surge, in-class etc.)
• Conducting effective and timely incident investigations (e.g. safety, client, violence, harassment etc.), and/or working in co-operation with others to support incident investigations
• Reviewing client risk incidents as related to CSS programs, investigating and following up as needed, actively working to establish pro-active and reasonable solutions or corrective actions, assessing the impact on clients and staff
• Representing the CSS program on various corporate committee’s, teams or working groups (both internal and external)
• Actively promoting and managing the program’s continuous improvement and risk management initiatives
• Participating in the corporate level review and application of union contracts, participating in various union discussions and/or meetings as required, contributing to effective problem solving in cooperation with the various labour stakeholders
• Actively participating in grievance, arbitration and bargaining processes as needed
• Back up member of the SJHC Bargaining Team, as requested by the Sr. Director or Executive Director
• Coordinating with Shared Services - Finance and the Sr. Director in relation to the program budgets and other financial considerations
• Coordinating with the Sr. Director and/or other Program Managers in the development and/or ramp up of new CSS programs
• Participating in the Request for Proposal process for new CSS program opportunities
• Actively and positively promoting SJHC as a quality service provider
• Preparing program related statistical information and or reports on a yearly, monthly, quarterly, or as required/requested basis
• Coordinating with and/or representing SJHC with various external stakeholders as required
• Processing the bi-weekly CSS payroll (or delegate and oversee), working in cooperation with others to resolve payroll issues
• Other duties as required

CORE COMPENTENCIES

• Regularly demonstrates our mission, vision and values:Support compassionate care, faith and diversityDeliver quality care, pursue and share knowledge, respect diversity, remain faithfulCommit to working everyday with dignity, respect, service, justice, responsibility and enquiry
• Ability to work collaboratively with others; sharing expertise and drawing on the expertise of others
• Actively promotes a healthy, supportive and inclusive work environment
• Proactively contributes to initiatives, supporting and encouraging positive change
• Ability to engage in effective problem solving, possess logic and analytical thinking
• Skilled at thinking about creative solutions to complex problems
• Solid team-based approach to everyday work activities
• Superior communication skills both verbal and written, with an excellent customer service mind set
• Positive and professional, with a “can do” attitude
• Willingness to regularly go the extra mile and actively support co-workers/direct reports
• Ability to demonstrate leadership and mentoring skills, to motivate and help others grow
• Strong knowledge of quality outcomes and streaming processes in order to find efficiencies
• Strong abilities in program planning, implementation, evaluation
• Proven financial planning and budgetary skills
• Superior organizational and planning skills
• Proven ability to be detailed oriented
• Maintaining on-going compliance to corporate policies and procedures, health and safety regulations, and relevant external standards
• Participating fully in both internal and external training requirements
• Participating fully in corporate quality initiatives
• Maintaining the privacy and confidentiality of all personal health records (including both client and personal), and following all the privacy and confidentiality requirements of any and all electronic medical record systems used (including but not limited to Procura and HPG)

QUALIFICATIONS:

• University level degree in Social Services or other related profession - preferred
• College level diploma in Social Services with significant work experience - required
• 3-5 years of previous Management experience - required
• Unionized work environment experience - preferred
• Excellent understanding of MS office (including excel), Office 365, Teams, scheduling software - required
• Previous experience working in a Community Support Services model or retirement care facility - required
• Familiar with electronic medical record software or Point Click Care - preferred