Director of Client Services

The Salvation Army Canada and Bermuda Territory•Toronto, ON

1d•CA$85,322 - CA$127,982•Hybrid

About The Position

Reporting to the Assistant Executive Director, the Director of Client Service is a passionate, supportive leader that brings out the best in our treatment and housing teams, demonstrating a strong sense of integrity and professional ethics and a balanced sense of fairness and flexibility. The Director of Client Services is responsible for achieving and maintaining all THLM Housing and Treatment program requirements according to Funder and Accreditation standards. The Director of Client services will ensure that each program operates successfully within its assigned budget. This role is responsible for leading our Program Management Team to provide excellent holistic care to all of our clients, ensuring the delivery of high quality, evidence-based services, embracing continuous quality improvement. Our services will be delivered in keeping with The Salvation Army’s and Toronto Harbour Light Ministries’ Vision and Mission, and will meet or exceed the expectations of our funders and stakeholders.

Requirements

Master’s Degree or equivalent and a Member of a Provincially Regulated College (Social Work or Psychotherapy preferred)
Clinical supervision certification
Training and/or certification in management
Training and/or certification in trauma informed services, first stage trauma treatment
Training and/or certification in provision of culturally safe services for indigenous, racialized and gender diverse clients
Education and/or certification in evidence-based treatment modalities
Minimum five years of experience working in Substance Use / Concurrent Disorder sector, particularly in live-in treatment and housing programs, preferably in a management role.
Minimum five years supervising a team
Superior team building and supervision skills that results in high-performing ethical teams, client satisfaction and positive program outcomes
Excellent self-management and multi-tasking skills
Excellent communication and networking skills, including ability to serve on sector tables and boards as applicable
Experience in presentation and proposal writing, policy development and project management
Understanding of compensation, coaching, negotiation, labour relations, union agreements and other Human Resources functions
Understanding of the integration of spiritual care into treatment and housing programs.
Ability to undergo applicable screening and background checks successfully that are satisfactory to The Salvation Army, in its sole discretion (i.e., The Salvation Army Abuse Registry) and provide an original copy of a vulnerable sector check search.
A Protected B Clearance
Driver’s license and ability to travel around the province to various program sites
Excellent computer skills, particularly use of Word, Excel

Responsibilities

Maintain all clinical performance indicators at or above expectations
Collaborate with Program Coordinators to ensure consistency in service delivery
Develop strategies and action plans to address performance issues and service delivery variances
Lead by example, creating an environment that draws and retains high performing staff
Along with Territorial HR, select, onboard, train and mentor members of the Program Management team, ensuring they have clarity of role, understand the expectations of clinical service excellence, and our strategic objectives and performance measures
Provide effective clinical supervision and performance management, and foster the development of these skills in the program management team
Identify professional development needs in the program ensuring leadership develop opportunities are identified and implemented
Represent Toronto Harbour Light Ministries at Mental Health and Addiction tables, Housing and Homelessness tables and other groups relevant to THLM’s services in each health region/ municipality where THLM has program presence, funder committees and workgroups
Maintain relationships with existing program partners (including funders) at a productive and positive level.
Identify and pursue new partnerships in order to enhance client services
Act as THLM’s liaison with Community Colleges and Universities seeking student placements with THLM
Act as a subject matter advisor in Addiction and Mental Health to other Salvation Army Ministry Units as requested
Regular review, in collaboration with the Business Manager, the financial performance of each program
Provide input to budget preparation
Explore and if appropriate, apply for additional funding opportunities for the benefit of THLM’s clients and the broader community
Facilitate meetings, prepare reports and presentations for staff and stakeholders
Provide clinical supervision and performance management documentation
Provide oversight and guidance to the team to ensure the accuracy and value of THLM’s website and social media presence meet our strategic plan and program needs
Craft and/or review policy and procedure documentation relevant to THLM Programs
Complete compliance reporting, quality improvement projects, program outcome reporting and accreditation
Support external reporting requests as needed, creating or contributing to quarterly and annual reports for internal and external stakeholders.
Supervise 7 direct reports in live-in and community based treatment, aftercare, supportive housing, and transitional housing programs.
Participate in and/or approve hiring, discipline and/or termination of program staff
Lead investigation of client and complaints and incidents, in collaboration with Territory HR, and other senior management as required.