Manager, Client Care Services

Supervisor, Client Care
Our Values: Care and Compassion, Empowerment, Innovation, Respect and Inclusivity
Independent Living Services Simcoe County (ILS) is a leading Ontario Health funded Not for Profit Agency providing support and services to adults wishing to live independently and well in their homes. Through our programs and services, we are able to assist adults living with permanent physical disabilities and seniors aging at home lead dignified, productive and independent lives. The Supervisor, Client Care fosters a positive and supportive work culture while proactively managing service related risks and ensuring full compliance with ILS policies, procedures, and legislative requirements. The Supervisor, Client Care monitors the quality of care provided to clients and oversees the daily coordination and delivery of client services to ensure consistency, safety, and service excellence. The Supervisor, Client Care upholds service standards, supports risk management, maintains accurate documentation, and contributes to program performance and improvement.
Governance and Service Excellence
Uphold organizational policies, procedures, and service excellence standards related to daily client service delivery.
Promote client rights, independence, and informed decision-making throughout the service delivery process.
Ensure client care service practices align with accreditation requirements, funder guidelines, and risk management expectations.
Identify, manage, and escalate risks related to client safety, environmental hazards, or service continuity.
Reporting & Performance Management
Monitor service quality program indicators including but not limited to client occurrences, complaints, documentation accuracy, and service timelines.
Monitor and evaluate program outcomes on an ongoing basis to ensure alignment with established targets, service standards, and organizational priorities.
Utilize service data, performance indicators, and client feedback to assess effectiveness, identify gaps, and inform continuous improvement.
Provide operational insights to inform departmental performance reviews and planning.
Oversee day to day client service activities within assigned service areas.
Responds to client inquiries and concerns with timely, professional, and client centered support.
Coordinate with the Supervisor, Intake – Client Care Intake to onboard new clients and deliver clear client orientation on rights, responsibilities, and service expectations.
Collaborate with the Client Excellence team to ensure a consistent and high quality service experience for all clients.
Prepares annual Service Agreements for clients, conducts home visits, and uploads all signed renewal documents to GoldCare with updated notes.
Collaborate with internal teams and community partners to support seamless service delivery and coordinated care.
Participate in continuous improvement initiatives, process enhancements, and service redesign activities.
Participate in the supervisor on call rotation to address after hours client and staff service concerns.
Foster positive and professional communication with all employees of ILS and interdisciplinary teams.
Reinforce organizational culture commitments including equity, diversity, inclusion, and psychological safety.
Contribute frontline insights to inform workforce planning discussions led by management.
Facilitate regular client update meetings to ensure staff have a clear understanding of client needs, care plans, and service expectations, supporting consistent and high quality service delivery across the team.
Make routine workforce related decisions within policy and service guidelines.
Resolves routine client service issues within established policies and scope.
Escalate complex service, staffing, or safety issues to the Manager, Client Care
Post‑secondary degree or diploma in human services or a related healthcare field.
Current, clean criminal record check including vulnerable sector check.
2–4 years of experience in community support services or related roles, with supervisory experience preferred.

• Strong client service focus and sensitivity to the needs of adults with disabilities and seniors.
• Strong organizational and time management skills with the ability to prioritize in a fast-paced environment.
• Knowledge of community resources and relevant legislation.
• Proficiency with Microsoft applications and client‑service documentation systems.

Recognizes when overwhelmed, maintains composure, and manages emotions.
Communicates clear direction and helps direct reports stay focused; Adjusts thinking when circumstances change and can shift tasks/strategies as needed.
Provides guidance and reflections when needed, motivates others to meet goals, and offers structured coaching/support.
Full Time: 35 hours per week, Monday-Friday 8:30am-4:30pm
Comprehensive Benefits Program including Health and Dental, Long-Term Disability Plan and RRSP Employer matching Program.
Scheduled time in the Barrie office will be required, as well as some travel within Simcoe County. Your site office may change to a different location in Simcoe County based on operational needs. Access to a reliable vehicle and valid insurance for travel is required.
This posting for an open vacancy. The closing date for this posting is Friday May 1st.
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In keeping with our continuing efforts towards greater representation, we welcome applicants with relevant lived experience and candidates with a broad reflection of identities including Black, Indigenous, People of Colour (BIPOC), 2SLGBTQI+, age, abilities and socioeconomic background.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), ILS provides accommodation, accessible formats, and communication supports at all stages of the hiring process. ca or phoning Show phone number.
We acknowledge the enduring presence of Indigenous people and are grateful to have the opportunity to be present in the territory.