Manager of Client Services

Catholic Family Services of Hamilton - Hamilton, ON (30+ days ago)

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Catholic Family Services of Hamilton (CFS) is a nonprofit, multi-service agency providing counselling, case management, education and support to families, couples and individuals living in Hamilton and the surrounding area.

We are currently searching for a candidate for the following position:




The Manager of Client Services guides the day to day operations of all client services. They support and lead program staff in the areas of client experience, quality, process, employee competency and conflict resolution.

Duties, Responsibilities and Related Tasks:

  • Manages program objectives in line with organizational/contractual requirements and accountability under CFS funders and CCA accreditation standards
  • Develops and implements stakeholder service strategies to accomplish the mission, vision, values and strategic plan of CFS
  • Identify and address gaps in programs and services
  • Assists and supports the Team Leaders with daily issues pertaining to resident/client challenges, complaints, operations and policy and procedures
  • Review, analyze and report on data (e.g. targets, client experience, issue resolution) ensuring targets are met in collaboration with the Team Leaders and Manager of Operations
  • Working with the Executive Director in preparing, monitoring and approving all budgets, program expenditures ensuring the program operates within the approved budget; responsible for monthly financial variance reporting
  • Developing and maintaining effective relationships with networks, professional organizations, and other related service providers in health and community care and contributing to the ongoing quality improvement of programs in the Client Services portfolio

Knowledge, Skill & Behavioural Competencies Required:

  • Ensure activities meet and integrate with requirements for quality management, health and safety, values and mission
  • Value the importance of a client-centered approach
  • Ability to work with distractions and prioritize tasks and to meet established timeframes
  • To work independently and in team settings
  • Always show empathy and patience when interacting with clients
  • Mature personality with ability to observe/maintain the highest level of confidentiality, professionalism and discretion
  • Demonstrated skills related to organizing and time management
  • Exceptional communicator, including outstanding verbal communication and written skills
  • Proficient computer skills in Microsoft Office
  • Tact, discretion, honesty and ability to develop positive relationships with vulnerable persons
  • Sound knowledge of government funding, community resources and programs available to vulnerable persons
  • Knowledge of the programs and services provided by CFS
  • Ability to establish and maintain professional boundaries and work within a defined scope of service
  • Experience in leading change and developing people
  • Demonstrated ability to lead and supervise multiple community programs in a complex environment at a leadership level
  • Resourcefulness, initiative and flexibility
  • Excellent communication skills, both written and verbal
  • Ability to meet deadlines


  • Post-Secondary Education (Master’s Degree) in a field related to the services of CFS
  • 5 years of leadership experience, middle or senior level management, preferably in a non-profit/community capacity, or combination of related professional and management experience
  • Criminal Reference Check and Vulnerable Sector Screen
  • Must have own transportation
  • Proficiency in French language an asset

2019 Full Time Salary: To Be Negotiated

If interested, please reply with letter of intent by Friday, October 25, 2019 to:

Human Resources Coordinator

Catholic Family Services of Hamilton

2B – 688 Queensdale Ave E

Hamilton, ON L8V 1M1

Fax: (905)546-5779

All communications will be held in strict and professional confidence. CFS is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes, and a work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process. CFS would like to thank all applicants for their interest; however, only those being considered will be contacted. CFS is a fragrance-free environment.

Job Types: Full-time, Permanent


  • leadership: 5 years (Required)