Director, Client Services, Ontario Health at Home and Hospital to Home Programs

Job description

Job Description The Director, Client Services is a senior operational and professional practice leader responsible for the strategic and operational oversight of Ontario Health at Home (OHaH) and Hospital-to-Home (H2H) programs, with a strong focus on expanding and strengthening community-based nursing and allied health services. Reporting to the Vice President, the Director provides leadership across interdisciplinary clinical and service delivery teams including nursing, rehabilitation, social work, and other allied health disciplines. The role is accountable for advancing integrated models of care, strengthening hospital and system partnerships, driving quality and performance outcomes, and supporting organizational growth within the community health sector. This leader will play a critical role in expanding professional services, enhancing clinical governance, supporting workforce development, and advancing innovative care models that improve transitions from hospital to home and support clients with complex medical, rehabilitation, and community care needs. The successful candidate is a collaborative and strategic health system leader with deep experience in community nursing, rehabilitation services, hospital-to-home programming, and interdisciplinary professional practice leadership. We are looking for: a full-time, permanent Director, Client Services, Ontario Health at Home and Hospital to Home Programs Hours of Work: 34-hour work week. Monday to Thursday 8:30 to 4:30pm and Friday 8:30am to 3:30pm. This is a hybrid role. Contributing to a rotating on-call schedule is required. Reports to: Vice President, Client Services Compensation & Benefits Hiring Salary Range: The salary for this role ranges from $120,000 to $145,000 per year, depending on your skills and experience. On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days. Circle of Care Benefits: Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit. Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life. Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions. Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career. Responsibilities Operational Leadership & Service Delivery • Provide strategic and operational leadership for OHaH and H2H programs across nursing, rehabilitation, and allied health services. • Ensure safe, effective, high-quality, and client-centered care delivery aligned with organizational priorities, contractual obligations, and sector best practices. • Lead day-to-day operations including service planning, staffing models, capacity management, resource allocation, escalation management, and performance oversight. • Monitor program performance and implement strategies to achieve service delivery targets, KPIs, quality indicators, and funding expectations. • Drive operational excellence and continuous improvement initiatives to enhance client outcomes, system flow, and organizational performance. • Support the development and scaling of new clinical and professional service lines aligned with organizational growth priorities. Professional Practice & Clinical Governance • Provide leadership oversight for professional practice standards, clinical quality, and interdisciplinary care delivery across nursing and allied health teams. • Partner with Professional Practice leadership to ensure evidence-informed care, regulatory compliance, clinical competency, and standardized practice approaches. • Support development of supervision models, competency frameworks, orientation programs, and ongoing professional development strategies. • Foster a culture of clinical excellence, accountability, psychological safety, and continuous learning. • Promote best practices in client safety, risk management, infection prevention and control, documentation, and quality improvement. • Support implementation of innovative and integrated care models that enhance outcomes for clients with complex medical and rehabilitation needs. Strategic Growth & Program Expansion • Lead the strategic expansion of community nursing and allied health services to support organizational growth and evolving community needs. • Identify opportunities for new partnerships, service enhancements, and integrated models of care across hospitals, Ontario Health Teams (OHTs), and community organizations. • Support program design, implementation, evaluation, and scaling of hospital-to-home, transitional care, rehabilitation, and community-based clinical programs. • Contribute to organizational planning related to workforce development, service modernization, and future-state community care models. • Participate in proposal development, business planning, and funding opportunities related to professional and interdisciplinary services. Health System Integration & Partnerships • Develop and sustain strong relationships with hospitals, Ontario Health atHome, Ontario Health Teams, community support organizations, and external stakeholders. • Collaborate with system partners to improve transitions in care, reduce barriers to discharge, and strengthen integrated community care pathways. • Represent the organization in regional planning tables, system working groups, and collaborative initiatives. • Support alignment with Ontario Health priorities including integrated care, equity, population health, and hospital avoidance strategies. Leadership & Workforce Development • Provide inspirational leadership, mentorship, coaching, and performance management to managers, supervisors, and interdisciplinary teams. • Build high-performing teams that foster engagement, accountability, collaboration, and innovation. • Support workforce recruitment, retention, succession planning, and staff development strategies across nursing and allied health disciplines. • Lead teams through change management initiatives including service redesign, system transformation, and operational growth. • Promote organizational culture and values through inclusive, collaborative, and transparent leadership practices. Quality, Performance & Risk Management • Establish and monitor program metrics, dashboards, and quality indicators to drive accountability and continuous improvement. • Ensure compliance with organizational policies, professional standards, contractual requirements, and legislative/regulatory expectations. • Lead risk mitigation strategies related to clinical care, operational performance, staffing, and service delivery. • Support accreditation readiness, audit processes, and quality reviews. • Utilize data, trends, and performance analytics to inform operational and strategic decision-making. Risk, Health and Safety Management • Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38). • Participating in health and safety processes and procedures • Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being • Participating in all health and safety training initiatives on a regular basis • Taking proactive action against client incidents within your scope of practice • Being actively involved in the improvement of the reporting system to prevent future reoccurrences • Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies. • Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation. • Promoting a culture of safety by being responsible for encouraging blame-free reporting. • Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event. Qualifications • Registered Nurse in good standing with the College of Nurses of Ontario required. Other allied health care professionals may be considered. • Master’s degree in Nursing, Health Administration, Business Administration, Rehabilitation Sciences, or related field. • Additional leadership, quality improvement, project management, or change management certification considered an asset. • 7+ years of leadership experience in home and community care, community nursing, rehabilitation, or integrated health system environments. • Demonstrated leadership experience overseeing interdisciplinary clinical teams including nursing and allied health professionals. • Strong experience with hospital-to-home, transitional care, early discharge, or integrated community care programs. • Experience leading operations, performance management, quality improvement, and workforce development initiatives. • Proven success building partnerships with hospitals, Ontario Health atHome, Ontario Health Teams, and community organizations. • Experience leading change management, program expansion, and service transformation initiatives. • Strong understanding of Ontario’s community healthcare landscape, funding models, and system priorities. Additional information Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+. We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance. We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process. Only applicants who are selected for an interview will be contacted. Powered by people. Sparked by passion. Circle of Care is made up of staff, students, and volunteers who bring energy and purpose, every day.