Full Time Director of Client Service

Description

Reporting to the Assistant Executive Director, the Director of Client Services is a passionate and supportive leader that brings out the best in our treatment and housing teams, demonstrating a strong sense of integrity and professional ethics and a balanced sense of fairness and flexibility.

This role is responsible for leading our program management team to provide excellent holistic care to all of our clients, ensuring the delivery of high quality, evidence- based services, embracing continuous quality improvement.

Services include, live-in and community addiction / concurrent disorders treatment, Correctional Services Canada partnership, supportive and transitional housing, shelter outreach and counselling across 5 sites.

Our services will be delivered in keeping with the Salvation Army's and Toronto Harbour Light Ministries’ vision and mission, and will meet or exceed the expectations of our funders and stakeholders.

This position is part of and works collaboratively with the senior leadership team

KEY RESPONSIBILITIES :

Ensuring Clinical Excellence

• Maintain all clinical performance indicators at or above expectations
• Collaborate with program coordinators to ensure consistency in service delivery
• Develop strategies and action plans to address performance issues and service delivery variances
• Provide leadership to and work collaboratively to address client complaints and implement critical incident processes

Leading and Managing

• Create an environment that draws and retains high-performing staff
• Work with organizational Human Relations to recruit, train, supervise and provide performance management and develop opportunities for leaders in clinical programs
• Provide clinical supervision
• Ensure accreditation standards are understood and met in clinical service areas

Develop and Foster Partnerships

• Represent Toronto Harbour Light Ministries at system tables and funder committees
• Foster and maintain community partnerships
• Provide consultation on Addictions and Mental Health to other Salvation Army units, as requested
• Liaison with community colleges and universities for student placements

Manage Program Budgets

• Collaborate with Finance leadership and senior leadership to ensure budgets are prepared according to need and budgetary limits
• Work with program local leadership to manage budgets and foster financial accountability
• Explore additional funding opportunities

Written and Verbal Communication

• Provide meeting facilitation, prepare reports and presentations, maintain HR / supervision documentation
• Provide strong interpersonal, conflict resolution and creative problem-solving skills
• Assist with the development and implementation of written policies and procedures
• Provide written and verbal information to contribute to agency reporting accountabilities
• Provide written monthly reports on each program’s progress / developments
• Ensure website and social media presence is current and relevant

Supervision

• Supervises program coordinators and support services managers (8 direct reports) in each of the 5 program sites (Harbour Light Toronto, Homestead Toronto, Homestead Scarborough, Kingston Harbour Light, Hope Acres, Harbour Light Transitional Housing)
• Conduct quarterly and annual performance reviews

WORKING CONDITIONS :

• This position is 40 hours per week, Monday to Friday with ½ hour unpaid lunch and evening / weekend on-call responsibilities on a rotating basis
• The position location will primarily be in the Toronto downtown locations, with approximately 20% of time spent in locations outside of Toronto, requiring travel and overnight stays
• Must be able to travel to various sites outside of the GTA, including rural location without public transportation access

QUALIFICATIONS AND EDUCATION REQUIREMENTS :

• A Master’s level Related Degree or equivalent combination of education and experience
• Member of Professional College (i.e. CRPO, OCSWSSW)
• Clinical Supervision Certification
• Ability to acquire NVCI and First Aid / CPR
• Certification in evidence-based modalities (e.g. CBT, DBT) strongly preferred

EXPERIENCE AND KNOWLEDGE :

• Minimum 5 years’ experience working in the Addictions / Concurrent Disorders field in a leadership role, with a strong preference towards providing bio-psycho-social-spiritual live-in addictions treatment and housing programs
• Extensive staff supervision experience in a social services / health related field
• Advanced knowledge and experience in Trauma informed Practices
• Experience with serving corrections- involved clients an asset
• Education / Experience in culturally safe / gender diverse / anti-oppressive services
• Leadership experience in a unionized environment an asset
• Protected B Clearance required

SKILLS AND CAPABILITIES :

• Management / Leadership training
• Computer literate in a variety of programs and electronic software
• Ability and willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities

Send Resume and Cover Letter, Quoting Director of Client Services

The Salvation Army offers accommodation for applicants with disabilities in its recruitment process. If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

We thank all applicants, however, only those candidates to be interviewed will be contacted.

You must advise your managing supervisor of your intentions prior to submitting your application.