Service Manager

New Visions Toronto; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

New Visions Toronto is seeking a Service Manager to provide leadership and operational oversight across assigned homes, ensuring the delivery of high-quality supports for individuals we serve.

In this role you will supervise staff, coordinate annual Individual Support Plan reviews, manage records and budgets, ensure compliance with agency policies and Ontario legislation, and partner with families and professionals to achieve optimal outcomes.

Qualifications

• Diploma or degree in Social Sciences, Developmental Services, Human Services, Social Work, or related field.
• Experience supporting individuals with intellectual, developmental and physical disabilities and complex support needs.
• Strong computer proficiency including Microsoft Office (Word, Excel, Outlook) and electronic documentation systems.
• Ability to learn new software platforms and technology used for documentation, communication, reporting, compliance monitoring, and service delivery.
• Strong communication, organizational, problem-solving, and interpersonal skills.
• Knowledge of relevant legislation, agency policies, and best practices in developmental services.
• Ability to work independently, manage competing priorities, and lead teams effectively.
• Valid Ontario Driver's Licence.

Responsibilities

• Provide leadership and oversight to assigned homes to deliver high-quality supports.
• Supervise, coach, and support Direct Support Professionals; participate in recruitment and training.
• Coordinate annual Individual Support Plan reviews and support implementation of goals.
• Monitor records, medical supports, appointments, and financial assistance requirements.
• Ensure supports comply with agency standards and legislation.
• Collaborate with families and medical professionals for coordinated care.
• Oversee, monitor, and safeguard personal funds of individuals served and ensure proper records.

Skills

Leadership

Communication

Organizational skills

Problem solving

Interpersonal skills

Staff supervision

Budgeting

Education

Diploma or Degree in Social Sciences/Related

Tools

Microsoft Office

Electronic documentation systems

Scheduling platforms

Data management tools

Job description

Career Opportunity: Service Manager

Under the supervision of the Director of Services or designate, the Service Manager provides leadership, operational oversight, and management for assigned homes. The successful candidate will ensure the delivery of high-quality supports for individuals served by New Visions Toronto while supervising employees and ensuring compliance with agency policies, procedures, and legislative requirements.

Hours of Work:

This position requires flexibility to meet the needs of the work environment, including evening and weekend hours, as well as participation in a rotating on-call support schedule.

Key Responsibilities:

Support to Individuals Served

• Ensure individuals supported by New Visions Toronto achieve a quality of life consistent with the organization's Mission, Vision, and Principles.
• Promote health, safety, dignity, inclusion, privacy and community participation.
• Coordinate annual Individual Support plan reviews and support implementation of individual goals.
• Monitor and ensure maintenance of accurate records, medical supports, appointments, and financial assistance requirements.
• Ensure all supports are provided in accordance with agency standards and applicable legislation.
• Work collaboratively with families and medical professionals to ensure coordinated care and optimal outcomes for supported individuals.
• Oversee, monitor, and safeguard the personal funds of the individuals supported, recognizing the heightened responsibility involved in managing the finances of vulnerable persons. Ensure accurate record-keeping, transparent financial practices, timely reconciliation, and proper documentation of all transactions to protect against errors, misuse, financial exploitation, or abuse.

Staff Leadership and Supervision

• Supervise, coach, and support assigned Direct Support Professionals.
• Participate in recruitment, orientation, training, and employee development.
• Complete employee scheduling, payroll submissions, vacation approvals, performance evaluations, and disciplinary processes as required.
• Conduct employee meetings and ensure timely communication of agency information. Promote a positive, collaborative, and accountable work environment.

Operations and Administration

• Ensure assigned locations are maintained in a safe, clean, and welcoming condition.
• Coordinate maintenance, repairs, vehicle upkeep, and inventory requirements.
• Monitor compliance with licensing, quality assurance, and agency standards.
• Participate in budget planning and monitor, review, approve, and submit expenditures for assigned locations.
• Maintain strong financial controls and accountability measures, including oversight of grocery budgets, petty cash funds, agency credit card expenditures, and other operational expenses.
• Ensure all expenditures are properly authorized, documented, reconciled, and aligned with approved budgets and organizational policies.

Qualifications:

• Diploma or Degree in Social Sciences, Developmental Services, Human Services, Social Work, or a related field, or an equivalent combination of education and experience.
• Demonstrated experience supporting individuals with intellectual, developmental and physical disabilities and complex support needs.
• Strong computer proficiency, including advanced working knowledge of Microsoft Office (Word, Excel, Outlook), electronic documentation systems, scheduling platforms, and data management tools.
• Ability to learn and adapt quickly to new software platforms and technology used for documentation, communication, reporting, compliance monitoring, and service delivery.
• Strong communication, organizational, problem-solving, and interpersonal skills.
• Knowledge of relevant legislation, agency policies, and best practices within the developmental services sector.
• Ability to work independently, manage competing priorities, and lead teams effectively.
• Valid Ontario Class G Driver's License.
• Previous supervisory or leadership experience is preferred.

Core Competencies:

• Leadership and Team Building
• Effective Communication
• Conflict Resolution
• Person-Centered Planning
• Organizational and Time Management Skills
• Critical thinking and problem solving
• Sound Judgment and Decision-Making
• Collaboration and Relationship Building
• Accountability and Professionalism