Manager, Client Services and Professional Practice - Toronto, Canada - Circle of Care, Sinai Health
Description
Job DescriptionReporting to the Director, Client Services, the Manager of Client Services and Professional Practice is responsible for leading a team of Nurse Supervisors and Front Line Personal Support Workers (PSWs) on the Home Services Team.
The Client Services Manager is responsible for ensuring high-quality, seamless service delivery to clients in the community.In this role, the Manager, Client Services will cultivate a collaborative team environment focused on delivering outstanding care to clients.
An in-depth knowledge of home and community care services and nursing regulatory requirements is necessary for this role.This position requires strong leadership, effective communication, exceptional problem-solving and decision making skills as well as interpersonal skills with the ability to motivate and inspire a team.
Emphasis placed on best practice, the Client Services Manager ensures that all policies and procedures align with Provincial, Contractual and College regulations/guidelines.
This includes timely updates to Infection Prevention and Control (IPAC) related policies and procedures.This role plays a crucial part to support Accreditation Preparation, offering supporting evidence for Home Services, Medication Management, and other IPAC-related standards to ensure compliance and adherence to best practices.
We are looking for:
a full-time, permanent Manager, Client Services and Professional Practice
Salary:
Commensurate with experience
Hours of Work: 34 hours/week. This is a hybrid role that requires some time in office and in the community
Reports to:
Director, Client Services
Responsibilities:
Excellence and Quality Improvement
- Provides leadership, supervision and clinical support to a team of Client Service Supervisors, Professional Practice Lead and PSWs providing homecare services in a region.
- Supports employees in providing high quality services including accurate documentation, incident reporting and clinical competence.
- Analyzes, summarizes and prepares reports as necessary for administrative purposes.
- Reviews and evaluates reports, chart audits and records to ensure clinical compliance.
- Provides formal and informal clinical consultation and professional guidance on Circle of Care policies and procedures through case reviews and team meetings.
- Actively develop and foster trustbased and collaborative partnerships with external customers from key organizations, such as HCCSS, subcontracted agencies and other funders and partners.
- Identify opportunities to demonstrate Circle of Care's service assets and commitment to excellence to key partners and funders.
- Communicates as necessary, both verbally and in writing and takes determined action to support clients who have concerns / issues regarding Circle of Care service, quality and policies ensuring an exceptional client experience.
- Model the way for employees through personal example and a dedication to action, results and client service excellence.
- Develop and sustain a team culture that embodies open and twoway communication, clientcentered focus, learning and innovation, accountability for achievement, teamwork, a focus on continuous improvement and respect.
- Support direct reports by ensuring by providing consistent communication, coaching and motivation.
- Participates in oncall responsibilities as per oncall rotation schedule.
- Works in collaboration with Operations Manager to ensure adequate staffing (PSW) capacity levels to meet service needs
- Provide leadership and effective human resource management including the recruitment, orientation, ongoing learning and development and performance evaluations of all team members
- Collaborate with Human Resources to recruit, onboard, orient and train new Client Services Supervisors
- Facilitate concise, accurate, twoway and timely communication of all team information between department and key internal/external stakeholders.
- Lead and/or participate on internal crossfunctional project teams to lend skills, competence and product.
- Participating in health and safety processes and procedures
- Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and wellbeing
- Participating in all health and safety training initiatives on a regular basis
- Taking proactive action against client incidents within your scope of practice
- Protecting the wellbeing of staff by providing a safe and healthy working environment.
- Promoting a culture of safety by being responsible for encouraging blamefree reporting.
- Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to
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