Manager, Personal Support Services
About this role
POSITION TITLE
Manager, Personal Support Services
REPORTS TO
Director, Operations
POSITION PROFILE
The Manager, Personal Support Services (RN or RPN) will oversee the delivery of client care for our personal and home support program in the Champlain region, managing client, employee, and operational metrics to ensure team performance and high-quality care. You will apply strong clinical, customer service, and technical skills to support comprehensive client assessments and care management that reflect client-centered plans, while implementing quality assurance processes to maintain compliance with standards and regulations. The role works closely with the Quality & Risk Manager by proactively identifying and mitigating risks related to client safety, staff performance, and operations through incident reporting, root cause analysis, and corrective actions, ensuring adherence to health and safety protocols and continuous improvement in service delivery.
What We Offer:
Health & Dental Benefits
RRSPs
Company cell phone and laptop
Hybrid Office/WFH
Condensed work week
Competitive compensation package
Flexible schedule
Salary range $$90,000 - $105,000 commensurate with experience
Key Responsibilities:
Clinical Excellence:
Ensures the highest level of personal support care for all clients.
In collaboration with the Manager, Clinical Practice and Care Managers, supports clinical education of Personal and Home Support Workers in accordance with best practice standards and CNO Standards of Practice.
Oversees client care delivery and care management ensuring a focus on quality, client centred care.
Ensures all program deliverables comply with established guidelines and consistently meets quality and accreditation standards
Operational Oversight:
In collaboration with the Care Coordination Manager and manages operational metrics to ensure team performance and the delivery of high-quality care.
Generates reports and undertakes data analysis based on required program and operational metrics; develops action plans to address areas of deficit.
Oversees the program at the regional level and supports the Care Coordination Manager and Care Managers to ensure consistent and exceptional client care delivery.
Policy Development and Adherence:
Supports development, reviews, and ensures adherence to all policies and procedures regarding clinical, quality and operational practices.
Ensures personal and home support workers, care managers and the client service coordination teams are practicing in accordance with contractual obligations and organizational policies and procedures.
Customer Service:
Demonstrates clinical expertise within the scope of personal and home support workers, outstanding customer service, and strong technical proficiency.
When escalation required, engages with clients and their families to ensure customer satisfaction and timely follow up of concerns or issues including effective and efficient incident reporting and management.
Supports and/or actively engages in care conferences (when required) to resolve escalated concerns involving clients, families, or employees.
Human Resources
In collaboration with the Care Coordination Manager and Care Managers supports and participates in recruitment, orientation/onboarding, training, mentoring and coaching.
Monitors the performance of assigned reports and addresses concerns as per established organizational policies and procedures.
Leads and supports staff performance management processes to foster accountability and professional growth.
Provides in-office and field support to the personal and home support programs as required.
Required Skills:
Professionalism and Accountability
Adaptability/Flexibility
Analytical, critical, strategic thinking
Interpersonal Communication
Effective conflict resolution and complaints management
Ethics and Integrity
Leadership
Risk Management
Technical Proficiency
Qualifications:
Registered Nurse (RN) or Registered Practical Nurse (RPN) in good standing with the College of Nurses of Ontario (CNO)
A University or College diploma in nursing from a recognized Canadian institution
A minimum of 5 years’ experience in a community home health setting essential
A minimum of two (2) years of leadership or management experience, or a proven track record of progressive leadership growth and increasing responsibility.
Care coordination scheduling experience preferred
Experience in managing operational metrics and team performance.
Highly developed written and verbal communication skills.
Excellent customer service skills and the ability to manage conflict resolution and client relationships effectively.
To apply, please send your resume and a cover letter outlining your leadership experience, key accomplishments, and the value you would bring to the position.
Access Healthcare Services (AHS) is an equal opportunity employer committed to fostering a diverse, inclusive, and accessible workplace. We welcome and encourage applications from all qualified individuals. Accommodations are available upon request throughout all stages of the recruitment and selection process.
If you have questions about the position or Access Healthcare Services, please contact Human Resources at hr@access-healthcare.com
We would like to thank everyone in advance for their interest in AHS, however, only qualified applicants will be contacted for an interview.