Clinical Manager, Digital & Career services

Morneau Shepell - Toronto, ON (30+ days ago)

Apply Now

Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.


Reports to Clinical Director. Ensures that counsellors are using appropriate clinical approaches in line with requirements and Morneau Shepell’s clinical quality standards. Provides clinical leadership to assigned Morneau Shepell counsellors using digital and career interventions. Accountable for training and professional development of the network. Accountable for the operating costs in the region; manages staffing requirements and the clinical costs, ensuring the cost targets and quality targets are achieved. Accountable for overseeing clinical projects. This position requires a high level of comfort with telephone and computer communication, as well as project work, budgeting, and data management.

Counsellor Leadership
Ensures compliance to clinical models
Ensures network has appropriate resources for referral and case management.
Oversees clinical standards to provide consistency and quality in client service delivery throughout the program.
Is an escalation point for highly sensitive cases.
Assists with QAR investigations.
Managerial /Project Leadership
Oversees the implementation of the program strategic plans, directs and monitors clinical activities so that targets and approved budgets are attained.
Schedules and chairs regional team meetings, staff meetings, and other meetings.
Accountable for counsellor case targets through the analysis of open/closed cases, case hours and assignments and other internal information and provides feedback and direction to counsellors.
Accountable for counsellors’ average hours per case and ensures that counsellors’ case average stays within acceptable range or that the hours offered to clients are maximized according to the clinical model.
Monitors counsellors’ Satisfaction Survey return rate and works with supervisors to provide support to counsellors to achieve specific targets.
Prepares documentation and meets with counsellors for performance reviews (as required).
Leads and actively participates in employee engagement initiatives.
Quality Assurance
Ensures audits of closed cases throughout the year.
Reviews client satisfaction surveys for counsellor and ensures follow ups as required.
Follows up on complaints and compliments feedback and when appropriate, contacts clients and completes form, indicating the action taken.
Identifies serious or ongoing performance problems and reports to the Regional Clinical Director.
Preforms ongoing review of literature and competitive analysis to ensure best in class clinical service delivery in career and digital clinical solutions.
Professional Development / Training / Thought Leadership
Acts as subject matter expert internally and externally on topics of career and digital clinical solutions.
Business Development
Assists in gathering information for proposals and works with Account Managers on specific contracts.
Participates in local marketing presentations to prospects.
Works closely with consultants, colleagues and representatives from customer organizations to develop document and pilot models of counselling and client service delivery addressing specific problems.
Client Services / Other
Complies with Morneau Shepell policies and procedures.
Responds to colleagues as internal customers.
Participates in internal committees, meetings, retreats and conference calls.


A Master’s Degree in Psychology, Social Work, Counselling/Education or a related field.
A minimum of 5 years of post-Master’s clinical experience.
A minimum of 5 years of supervisory/management experience.
Senior EAP clinical skills (including addiction, mental health, workplace issues)
Strong communication skills
Strong presentation skills
Strong documentation skills
Ability to work with highly sensitive Information
Ability to evaluate stats, trends and QARs
ability to work effectively with internal and external stakeholders
Articulate business language
Budgeting and date management skills
Ability to assist in the development of programs
Professional Association Membership or Registration with a Mental Health Association

At you can explore our careers page to learn more about the solutions we deliver and the great people who help us do it. Follow us on LinkedIn and Twitter (Morneau_Shepell).

We are thankful for your interest, but unfortunately, we can only personally connect with those selected for an interview.

Job Grade: MS5

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.