Director of Client Services

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose summary:

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.

ACCOUNTABILITIES:

Ensuring Clinical Excellence:

• 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

Leading and Managing:

• Lead by example, creating an environment that draws and retains high performing staff

• Along with Territorial HR, select, onboard, train and mentor members of theProgram 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

Develop and Foster Partnerships:

• 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

• Relationships with existing program partners (including funders) will be maintained at a productive and positive level.New partnerships will be identified and pursued 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

Manage Program Budgets:

• 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

                                                    

Written and Verbal Communication

• Meeting facilitation, reports and presentations for staff and stakeholders

• Clinical supervision and performance management documentation

• Strong interpersonal, conflict resolution and creative problem-solving skills

• Provide oversite 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

• Crafting and/or reviewing policy and procedure documentation relevant to THLM Programs

Reporting

• 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.

CRITICAL RELATIONSHIP MANAGEMENT

Governance Boards and Councils:

• N/A

Internal:

• Senior Management Committee

• Staff

• Divisional and Territorial Headquarters

External:

• Clients

• Funders

• Partners

MANAGERIAL/TECHNICAL LEADERSHIP RESPONSIBILITY:

• Direct reports for this position: supervise 7 direct reports in live-in and community based treatment, aftercare, supportive housing, and transitional housing programs. 

• Works collaboratively with the Business Manager, the Director of Spiritual Care and Territorial Human Relations Business Partner

• 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.

WORKING CONDITIONS:

• Generally, work in an office in Downtown Toronto

• The location of programs and funders are around the GTA  and the surrounding area and this role will spend up to 20% of their time in other program locations where our services are delivered, including some overnight travel.

• Have periods of sitting and/or standing but has freedom and choice of regular movement (changing positions, stretching, going for a break) as necessary

The incumbent will work under the following disagreeable conditions:

• Noise

• Dealing with behaviour issues

• Verbal abuse

• Odors

The Incumbent must take the following precautionary measures (in addition to health & safety rules):

• Universal Precautions

• Follow procedures established by policy and legislation.

• Immunization for Hepatitis B and vaccination against tuberculosis and flu are suggested.

• Complies with all safety procedures.

• Ensures proper lifting, twisting & reaching techniques are used during job performance.

• Checks intercom & monitor before answering the door.

• Answers the door with proper precautions.

Education, Qualifications and Certifications:

• 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

Experience and Skilled Knowledge Requirements

• 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

The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct.

Compensation:

The target hiring range for this position is $85,321.60 to $106,641.60 with a maximum of $127,982.40.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.