Client Services Manager

Canadian Addiction Treatment Centers•Mallorytown, ON

1d•Onsite

About The Position

In collaboration with Admissions, Referent Relations, and the Clinical Team—and reporting to the Clinical Director—the Client Services Manager oversees the full client lifecycle from admission through discharge. This role ensures a seamless onboarding experience, coordinates care throughout treatment and leads discharge planning to support sustainable recovery outcomes. Once clients are in our treatment centres, the Client Services Manager serves as a primary point of contact for clients, families, and referents, ensuring clear communication, advocacy, and continuity of care. This role is accountable for admission coordination, discharge planning, aftercare coordination, and meeting referent and reporting requirements. In addition to core responsibilities, this position actively supports and promotes equity, diversity, and inclusion across all client and staff interactions.

Requirements

Strong understanding of addiction treatment, recovery-oriented systems of care, and clinical best practices
Knowledge of intake, admissions, discharge planning, and aftercare coordination
Excellent interpersonal, communication, and conflict-resolution skills
Ability to manage complex cases involving families, referents, and external stakeholders
Strong organizational, administrative, and time-management skills
Demonstrated leadership capabilities
Ability to exercise sound judgment in high-pressure or sensitive situations
Commitment to ethical practice, confidentiality, and client dignity
Cultural competence and commitment to equity, diversity, and inclusion
Background in human service field
Training in addictions and mental health, trauma-informed care, NVCI, and motivational interviewing is required

Nice To Haves

Prior experience in leadership, case management, or client services management strongly preferred

Responsibilities

Support the clinical team through discharge processes, AMA/APA situations, and the development of non-compliance contracts when required.
Maintain regular (weekly) communication with organizational leaders to ensure alignment, transparency, and operational consistency.
Participate in on-call schedule for site leadership.
Oversee administrative processes related to the case management, ensuring documentation, reporting, and workflows are maintained to standard.
Foster a positive, accountable, and collaborative team culture.
Address client concerns including room requests, extensions, discrepancies, and non-compliance matters with professionalism and compassion.
Supervise recovery planning, aftercare coordination, and continuing care initiatives to support long-term recovery outcomes.
Coordinate timely and appropriate communication with families and referents to maintain a strong and supportive care network.