Senior Manager - Service Delivery

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
West Toronto Support Services
  • Management / Executive
  • Healthcare: Other Staff Positions
  • Program / Project Evaluation & Development
  • Program / Project Management
Contract - Full Time
  • Ontario - Metro Toronto Area - Toronto
Executive (Dept. head, director)N/A2019-04-162019-06-14

West Toronto Support Services (WTSS) is a community not-for-profit organization committed to providing quality assistance and support to seniors to help them live at home independently and with dignity. WTSS provides reliable, valuable, and caring support through services that include case management, escort and transportation, home help, meals on wheels, respite care and day programs for frail elderly and those with dementia.

The Senior Manager – Client Programs leads and directs a cohesive team with a client-centred approach for quality service delivery, while enhancing teamwork throughout the agency. This posting is for a full-time contract to cover a 16-month leave.

Leadership and Management

  • Develop and implement departmental goals and ensure they are aligned to the goals and objectives of the agency, while providing supervision and guidance to staff to achieve assigned goals and objectives
  • Achieve utilization targets and ensure quality and outcome measurements
  • Schedule, coordinate and balance workload across all assigned departments to maintain equity and morale
  • Contribute to service and team effectiveness by participating in regular Management, Team Lead, staff, departmental and other meetings as required
  • Support Management and CEO responsibilities during their absence in collaboration with the Management Team
  • Communicate to department staff on departmental functions and agency policies and procedures updates
  • Develop and manage annual program plans and associated budgets, while contributing to expenditure decisions to support programs
  • Contribute to expenditure decisions to support programs
  • Manage operating structures of designated programs/services to reflect sector best practices
  • Participate actively in the development and implementation of new agency initiatives
  • Collaborate with external organizations regarding program partnerships, as appropriate
  • Participate in the recruitment and selection of candidates in the hiring processes based on the human resources policies and procedures of West Toronto Support Services
  • Conduct performance appraisals, as needed, to determine staff performance expectations, improvements and skills development
  • Review and revise department processes to ensure updated and effective service
  • Act as agency’s Privacy Officer to monitor operations for security and privacy compliance

Client Services

  • Ensure program/service audits are conducted to comply with operating objectives and quality assurance including client files, care plan audits and field visits as required
  • Collaborate with service team to lead and monitor student placement opportunities
  • Provide guidance and direction to achieve client care plan goals and objectives
  • Collaborate with Management and departmental staff to improve service delivery
  • Oversee the effective referral relationships across community continuum of care, agencies, government institutions and other service providers
  • Provide program operations solutions regarding complaints, incident and service processes at agency level
  • Represent agency with community partners including OCSA, MOHLTC, or LHIN as appropriate
  • Follow-up on all reported complaints and concerns of clients

Continuous Quality Management

  • Monitor and ensure the highest quality of departmental functions, as well as the service provided by department staff
  • Use an ethical decision making framework as adopted by the agency

Health and Safety

  • Demonstrate capability to fulfill scope of responsibility as per agency policies and the Occupational Health & Safety Act
  • Maintain, apply, and ensure reporting staff members’ functional knowledge of applicable governing legislation, including WHMIS and fire safety universal precautions, First Aid and CPR as applicable
  • Comply with and ensure reporting staff members’ compliance with client confidentiality policies

Continuous Learning and Development

  • Identify and implement department staff training needs as required, on an individual or group basis, so as to maintain a knowledgeable and qualified staff complement

Other Duties as Assigned

  • Perform other duties as assigned by the CEO

Functional Skills

  • Exceptional interpersonal and listening skills; ability to communicate effectively with staff, clients and external professionals in English, both verbally and in writing at the level required by the organization
  • Personable with cultural awareness and ability to build relationships with clients in a multicultural environment
  • Ability to organize, manage and prioritize work in an efficient manner and meet deadlines
  • Ability to support and work co-operatively with all team members and achieve the goals and objectives of the agency
  • Ability to resolve problems and concerns of staff, clients, caregivers and other issues affecting the effective operation of the agency

Education and Training

  • Postsecondary education – Administration, Healthcare
  • Master’s Degree an asset

Technical/Accredited Skills

  • Advanced level of proficiency using with MS Office
  • Demonstrated ability to use the Internet for authorized research purposes
  • Knowledge of Client Information Management Systems (CIMS), InterRAI CHA and any other healthcare CRM an asset


  • Several years of experience in Administration, Healthcare Administration or related field

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