Manager, Client Services - Residential Supports

Community Living Hamilton; Hamilton; On-site; CAD 70,000 - 90,000; Full time

Job summary

A community support organization in Hamilton is seeking a Manager for Client Services to oversee and lead their Residential Supports program. The ideal candidate has a degree in Developmental or Social Services and at least 5 years of management experience, particularly with individuals with special needs. Responsibilities include team management, program oversight, and ensuring high-quality service delivery. The position requires leadership, communication skills, and a commitment to inclusion.

Qualifications

• Minimum 5 years of experience in a management, supervisory or team leadership role.
• Previous experience working with people with special needs.
• Knowledge of relevant legislation in Developmental Services.

Responsibilities

• Provide leadership and management oversight of a team of Director Support Facilitators.
• Ensure performance management protocols are adhered to.
• Develop and maintain a high level of quality service delivery.

Skills

Leadership

Communication skills

Conflict management

Problem solving

Stakeholder engagement

Education

Degree or diploma in Developmental Services, Social Services, or Management

Job description

Overview

Community Living Hamilton (CLH) is a busy organization that supports 1,600 adults and children with diverse abilities to thrive in the community. We have an opening for the role of Manager, Client Services in Residential Supports within our agency. CLH is the region’s largest service provider for individuals with developmental disabilities such as Down Syndrome and Autism. We help individuals achieve their full potential, be included in the community and build great lives. This role is part of our effort to redefine our Mission, Vision and Values and establish a new strategic plan for the next three to five years. We offer community participation programs, residential services, respite services, employment supports and services designed for children.

The Right Person for This Role Will Be

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.
• Analytical and capable of integrating and interpreting a variety of data in order to leverage best-practices and achieve business goals.
• A collaborative role model for frontline staff.
• Expert facilitation and conflict management skills.
• A multi-tasker with the ability to be creative and problem solve – able to execute under deadline pressure.
• Committed to personal accountability.
• A passionate advocate for people with special needs and their families.

Responsibilities

• Provide leadership and management oversight of a team of Director 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 labor laws, and Collective Agreements.

Qualifications

• Degree or diploma in Developmental Services, Social Services, or Management, or equivalent education and experience.
• Previous experience working with people with special needs.
• Minimum 5 years experience in a management, supervisory or team leadership role.
• Demonstrated experience developing and implementing dynamic and engaging programs for and with people with special needs.
• Highly skilled in client / family liaison and stakeholder engagement.
• Excellent interpersonal and communication skills (both verbal and written).
• Knowledge of relevant legislation in Developmental Services as well as demonstrated experience with Quality Assurance Measures.
• Previous experience managing in a unionized environment is preferred.
• A commitment to inclusion and empowerment for people with special needs.
• A valid driver’s license and access to reliable transportation.
• Proof of Full COVID-19 Vaccination.
• Fluency in a language other than English is an asset.

Work Details

This individual will be required to work weekends, afternoons, and days. They will provide on-call support after hours – onsite at the locations in the region of Hamilton.