Vice President of Client Services

Direct message the job poster from CANES Community Care Position

Vice President of Client Services (misaligned header content retained from original description reflects senior leadership in client services within healthcare staffing and related programs). Overview

Reporting to the Chief Executive Officer, the Vice President of Client Services provides strategic direction and leadership for client care, clinical services, quality and safety, accreditation readiness, and program development. This role ensures alignment of departmental activities with the organization’s strategic priorities and maintains external stakeholder relationships. Responsibilities

Client Care and Safety Practice Standards: Work with Senior Directors to develop strategies and standardized policies and procedures on client care. Ensure internal and external standards are met and maintained (e.g., College of Nurses of Ontario, OPSWA). Adhere to evidence-based practices, policies and standards for client safety and the client experience (safe medication practices, client handling, care, and equipment/facility safety). Identify changes to policies or the need for new policies related to clinical standards, intakes, assessments, and case management. Communicate policy changes, program developments, and provide education to staff and clients. Strategic Leadership: Develop and implement strategic plans for client and clinical services aligned with organizational goals; provide leadership to ensure efficient service delivery and improved client outcomes and satisfaction. Oversee staff performance management, including evaluations, disciplinary processes, coaching, and development plans. Monitor key performance indicators and MSSA targets; use data to inform strategic decisions to meet annual goals. Collaborate with the Senior Leadership Team and client representatives to shape and enhance client satisfaction and programs. Quality, Risk and Performance: Support CQI initiatives and the Board of Directors. Create quality improvement plans to enhance healthcare quality and safety. Oversee the Incident Management System to ensure program/service quality. Promote a consistent organizational approach to quality and performance improvement; establish clinical metrics and risk mitigation processes. Provide consultative guidance on complex issues, resource planning and clinical informatics to improve care. Develop and update the organization’s Emergency Preparedness Plan and Pandemic Plan; coordinate annual testing and organization-wide communication. Clinical Practice: Oversee all clinical aspects (PSW, Nursing, NP, SW, etc.). Provide direction to Directors for complex client situations. Set and communicate clinical standards compliant with regulatory agencies and safety policies. Educates Staff and Clients: Provide ongoing guidance and education to programs to ensure quality and safety. Evaluate practices and outcomes such as documentation, policies, incident reporting, and 911 processes. Ensure implementation and sustainability of practice through standardization and integration of programs. Develop annual client services training plan in collaboration with HR and internal stakeholders. Accreditation: Develop and implement an accreditation strategy aligned with goals and regulatory requirements. Lead and oversee accreditation processes, ensuring preparedness for external reviews and audits. Guide internal teams on accreditation standards and procedures; ensure ongoing readiness for reviews. Monitor and interpret regulatory and accreditation standards; ensure compliance with laws and industry standards. Maintain adherence to accreditation requirements amid regulatory changes and integrate into operations. Budget and Financial Oversight: Develop and manage the Client Services budget and ensure cost-efficient initiatives in collaboration with organizational leaders. Coordinate fiscal reporting with the finance team; support quarterly targets. Qualifications

Bachelor of Science in Nursing; Masters of Science in Nursing; RN License Minimum five (5) years’ progressive leadership experience in community – primary care nursing Experience with client records management and electronic medical records; external reporting Background in Quality Improvement in healthcare settings Self-directed with excellent interpersonal and communication skills Strong organizational and coordination abilities; ability to prioritize multiple demands Collective Bargaining and Labour Relations experience preferred but not required Strategic and operational planning abilities Satisfactory criminal background check Valid Ontario G license and access to a vehicle Fiscal oversight/planning experience, preference for home and community sector Communication Develop and maintain relationships with the Board of Directors, external stakeholders, and system partners Obtain program information from staff and share program-related information Provide counseling, clarification, and coaching to staff Share information with colleagues and support problem solving and decision making Address concerns or complaints and advocate for clients Maintain relations with academic institutes for student placements and research; negotiate program equipment/supplies Participate in procurement processes (RFP) and data submission to government contacts as needed Job Details

Seniority level: Executive Employment type: Full-time Job function: Management and Quality Assurance Industries: Hospitals and Health Care Note: This description reflects the content of the original posting and may include headers and phrasing retained for accuracy. The core responsibilities and qualifications shown above remain the focus of the role.

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