Director of Client Services

Full Time | In Person | 40 Hours Weekly | $101,964.80-$108,200.80 annually

EFry Hope and Help provides trauma-informed, inclusive and gender-responsive programs and services to support women and girls at risk or involved in the legal system in building stable lives

We are recruiting a Full time Director of Client Services. Responsible for overseeing and managing programs ensuring high quality client care, compliance, and efficient operations. Key duties include developing and implementing program policies and procedures, providing guidance to staff, managing budgets, and ensuring adherence to regulatory and contract requirements, and quality service delivery.

Reporting directly to the Executive Director, the Programs Director oversees the program development and implementation, quality assurance and compliance, monitoring and reporting program outcomes and performance data, stakeholder engagement and collaboration with internal and external partners to foster innovation for the development and implementation of primary care core services and care pathways.

KEY RESPONSIBILITIES:

Leadership

· Provide leadership and guidance ensuring high quality client service and care.

· Remain current with best practices, research, and evidence-based treatment modalities to drive continuous improvement in services.

· Evaluate service, recommending modifications or alternative approaches where appropriate.

Oversight

· Ensure compliance with regulatory standards, ethical guidelines, and legal requirements for service.

· Review and evaluate service delivery for the quality of care and adherence to best practices.

· Collaborate with department managers regarding outcome measures and performance indicators.

Policy and Procedure Development

· Contribute to policy development, review, and revision of policies, procedures, and protocols related.

· Ensure policies and procedures are evidence-based, up to date, and align with client best practices.

· Promote adherence to policies and procedures through regular communication.

Collaboration and Consultation

· Collaborate with external organizations, community resources, and health care professionals to enhance client care, referral networks, and community partnerships.

· Participate in meetings to represent EFry and facilitate coordinated and holistic client care.

QUALIFICATIONS:

· University Degree in Health Service Administration, Social Sciences or regulated health professional with current registration in Ontario. Master's degree preferred.

· Minimum 7 years' experience.

· Skilled leader and communicator with proven record of building and developing teams to achieve established goals and performance metrics.

· Strong knowledge of resident-centred care practices and passionate for building a supportive, inclusive team.

· Experience in successful collaboration and committee work with professionals, system partners, and community agencies across the continuum of care.

· Demonstrated leadership in the effective implementation of change management initiatives in complex systems and operating environments.

· Exceptional organizational and communication skills.

· Model a working environment based on mutual trust, respect, and understanding and support; leads constructive, timely conflict resolution when necessary.

· Proficient skills in Microsoft Office applications, and experience with electronic client records (ECR) systems.

MANDATORY JOB REQUIREMENTS:

· Standard First Aid / CPR certification.

· Evidence of COVID-19 vaccination status.

· Evidence of a Tuberculosis Test and compliance with the TB Control Program.

· Satisfactory Criminal Record Review (Vulnerable Sector Search).

· Doctors note of fitness to perform the duties of the job.

· Valid Ontario driver's license, with satisfactory driving record.

EFry Hope and Healing for Women is an equal opportunity employer and is committed to building a diverse workforce representative of those we serve. We strongly encourage applicants that represent those we serve and welcome applicants with non-traditional educational backgrounds and field experience. We are committed to a selection process and work environment that is inclusive and barrier-free. We encourage applicants to self-identify if they wish to do so.

Interested candidates must submit a cover letter and resume to [email protected] by no later than June 26 2025, with the posting #FY25-ADM in the subject line.

We thank all applicants for their interest in this opportunity; however, only those selected for an interview will be contacted.

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 2025-06-06