Manager, Client Services – Supported Living

Community Living Hamilton; Hamilton; On-site; CAD 64,800 - 79,200; Full time

Job summary

Community Living Hamilton is seeking a Manager, Client Services to oversee programs catering to individuals with developmental disabilities. The role involves leadership in service delivery, regulatory compliance, and staff management across the Hamilton area.

Ideal candidates should have a degree in a relevant field and significant management experience, alongside strong communication skills. This position requires flexibility in work hours, including evenings and weekends.

Qualifications

• Minimum 5 years of management experience in relevant fields.
• Experience working with high-risk groups or in unionized environments.
• Fluent in a language other than English is an asset.

Responsibilities

• Manage overall client services in Group Living and SIL programs.
• Lead and support Direct Support Facilitators.
• Ensure regulatory compliance and high-quality service delivery.

Skills

Client/family liaison

Interpersonal and communication skills

Program development

Knowledge of Employment Standards Act

Team leadership

Education

Degree or diploma in Developmental Services or related field

Job description

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.

Position Summary

Annual Salary: Starting at $72,000. This is an existing vacancy.

The Manager, Client Services role is responsible for the overall management of a select portfolio within our Group Living, Supported Independent Living (SIL) and Intensive Supports programs across the greater Hamilton area. They will provide managerial oversight for the accommodation, care, and supervision of adults with a developmental disability in group living and in the community. Working under the guidance of the Senior Manager, Client Services, this position is responsible for ensuring high quality support is being provided while also ensuring compliance with all applicable legislation, funder requirements, and organizational policies and procedures.

Responsibilities

• Provide leadership and management to teams 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.
• 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.
• Direct staff and provide program oversight through regular on-site management.
• Ensure staff teams complete annual training, meeting regulatory and organizational standards and facilitate training as required.
• Audit program timesheets, petty cash, and staff reports to ensure all program expectations are met.
• Ensure all CLH policies and procedures are adhered to and documented to ensure client safety and regulatory compliance.

Qualifications

• Degree or diploma in Developmental Services, Social Services, Management, Disabilities Management or Applied Behavioural Sciences or equivalent education and experience.
• Previous experience working with people with high-risk behaviours, transitional aged youth, addictions and/or mental health.
• 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 G class driver’s license, with proof of insurance in good standing a clean driver’s abstract and access to reliable transportation.
• Fluency in a language other than English is an asset.

To mentor, monitor and train direct reports within a 24/7 environment, the hours of work for this position will include days, evenings and weekends, on occasion, onsite at locations within the region of Hamilton. Managers also rotate in providing after hours on call support.

Community Living Hamilton is committed to equitable employment practices. Candidates with fluency in a second language are encouraged to note this in their resume.