Vice President, Client Care and Experience - LOFT Community Services (Toronto)

Role Overview

The Vice President, Client Care and Experience reports to the Chief Client Care Officer and is responsible for the operational leadership of client care across LOFT’s supportive housing, specialized services, complex care, and home care portfolios. The Vice President will translate LOFT’s client care strategy into integrated operational execution, drive consistency, innovation, continuous improvement, and measurable outcomes across service lines, and work closely with senior leadership, cross‑functional teams, and stakeholders to strengthen coordinated care delivery, workforce readiness, service quality, risk preparedness and system alignment.

Key Responsibilities

• Translate the client care strategy into integrated operational execution, driving consistency, innovation, and measurable outcomes across service lines.
• Strengthen coordinated care delivery, workforce readiness, service quality, risk preparedness, and system alignment across the organization.
• Provide strategic leadership and people leadership, overseeing innovation and continuous improvement, client and caregiver experience, resource management, service delivery standards, quality and professional practice oversight, operational risk management, emergency preparedness, and funder and stakeholder accountability.
• Advance LOFT’s client experience standards, strengthen service delivery audit and oversight processes, support budgeting and forecasting, and ensure client care operations meet emerging needs across health, housing and social services environments.

Qualifications

• Minimum 10 years of related progressive leadership experience, including at least 5 years of senior leadership experience in a community or health care environment.
• Master’s degree in a regulated health or social service profession, education, or equivalent.
• Current registrant in good standing with a recognized regulatory college such as the College of Social Workers and Social Service Workers, College of Nurses of Ontario, College of Occupational Therapists of Ontario, or equivalent.
• Extensive knowledge of the social and health services field, including trends, community needs and issues, funding and grant sources, regulatory frameworks, and front‑line service delivery systems.
• Knowledge of supportive housing, complex care, seniors’ services, personal support services, mental health, substance use, and home care.
• Comprehensive knowledge of relevant legislation and regulatory requirements.
• Demonstrated experience supervising senior‑level staff and building leadership capacity across complex teams.
• Strong ability to communicate, influence, and build alignment across multiple stakeholders, including clients, families, staff, partners, funders, government, and sector leaders.
• Proven ability to develop, direct, and evaluate service provision, including new models of care that respond to client, community, and organizational needs.
• Skilled in project and change management, guiding teams through evolving priorities, new initiatives, and service transformation.
• Strong problem‑solving, analytical, and critical thinking skills, with the ability to assess complex situations and develop practical, values‑aligned solutions.
• Excellent leadership skills, with a transparent vision for program delivery, service excellence, accountability, innovation, and continuous improvement.
• Demonstrated commitment to equity, anti‑racism, diversity, inclusion, cultural humility, and respectful, collaborative leadership.
• Commitment to embracing and valuing diversity, equity, and inclusion; working with a multicultural workforce; demonstrating cultural humility in all interactions; and supporting LOFT’s mission of serving people with complex health challenges, addictions, poverty, and other barriers to stability and well‑being.