Client Services Manager

Position Type

Temporary full-time to provide coverage during a maternity leave; 40 hours per week. Primarily daytime Monday – Friday; some evening or weekend work may be required.

Reports To

Executive Director


The Client Services Manager is responsible for the planning, staffing, development, implementation, supervision, and evaluation of Lighthouse Client Care Services.  Under the direction of the Lighthouse Executive Director and along with managers of other departments of the Lighthouse, they will provide leadership to and management of client care services, processes and programs. Services are designed to enhance well-being and quality of life, mitigate the effects of mental illness and addictions, and foster self-sufficiency. The Client Services Manager will provide consultant services to other Lighthouse and community services, facilitating community coordination and collaborating with development processes as they relate to the Lighthouse mandate and services.

Core Competencies    

  • Leadership
  • Quality Orientation
  • Time Management
  • Interpersonal Rapport
  • Adaptability and Flexibility
  • Client Service Orientation
  • Client Centered Change
  • Collaboration and Network Building
  • Creative and Innovative Thinking
  • Developing Others
  • Development and Continual Learning
  • Problem Solving
  • Accountability and Dependability
  • Research and Analysis
  • Analytical thinking and Decision Making
  • Ethical Conduct and Professionalism
  • Planning and Organizing
  • Mediating and Negotiating
  • Written and Verbal Communication
  • Self-Management
  • Self-Motivation and Drive
  • Team Work

Job Duties

  • Plan, develop, implement, coordinate, oversee and evaluate the delivery of Lighthouse client services
  • Provide leadership to the Client Services department, including: The Lighthouse Care Team, Complex Needs Unit, Managed Alcohol Program, Next Step Program, the Assisted Independent Living Program, and Case Management for the Dube Supported Tower
  • Provide day-to-day coordination and support for staffing; provide hands-on training, coaching, and supervision for staff members. Ensure employees are trained and aware of all Lighthouse policies and procedures. Schedule employees for work assignments, vacation, training, etc. Follow accepted human resource practices around recruitment, supervision, performance evaluation, progressive discipline, and dismissal of staff. Work alongside staff members and provide coverage in departments if necessary
  • Establish “scope of practice” definitions and job descriptions for all Client Services staff
  • Oversee the selection, orientation, training, supervision and evaluation of Client Services staff
  • Direct and oversee:
    • Development and delivery of programs that reduce/prevent homelessness by promoting healthy lifestyles, positive relationships, effective self-management, chronic disease management and addictions recovery
    • Lighthouse Care Team operations, case management services and provision of care aide and addiction services, as identified by assessment
    • The coordination and facilitation of services and processes which ensure continuity of care, with both in-house and community services, for Lighthouse tenants and service consumers
  • Direct the development, implementation, and ongoing evaluation of specialized support and prevention services.
  • Participate in community planning processes to better serve those who are homeless, disadvantaged and vulnerable due to mental illness, addictions, cognitive disability or other chronic health conditions
  • Foster relationships and work with community partners and funding agencies to plan, implement and evaluate services at The Lighthouse
  • Prepare documentation and report to Lighthouse Executive Director, Lighthouse managers and partner organizations, regarding program activities and evaluation of Client Service program areas
  • Plan, promote and oversee effective communication with residents, staff and teams
  • Promote/train/reinforce that all staff:
  • Respect and protect the rights of clients
  • Promote a respectful, safe and growth-enhancing environment at The Lighthouse
  • Respect and protect the privacy of information relating to all clients, employees, and the business affairs of the organization
  • Utilize/complete/file all required forms of documentation in a thorough, clear, and retrievable manner.
  • Understand and use correct incident reporting procedures for serious or unusual incidents, including but not limited to client injury or illness, incidents of aggression, or injury involving employees.
  • Attend workshops, career development and continuing education opportunities to maintain an up-to-date working knowledge of issues affecting the position and as they relate to Lighthouse and community initiatives.
  • Communicate effectively and use a professional approach with all partners and stakeholders.
  • Maintain current knowledge and practice of occupational health and safety regulations, fire safety and other emergency policies and procedures.
  • Use petty cash/agency credit card responsibly, to purchase necessities for areas of responsibility
  • Maintain current knowledge and practice of all relevant plans, policies and procedures as established by the Lighthouse.
  • Maintain knowledge of external regulatory bodies and legislation governing Lighthouse organization and services.
  • Perform other related duties as required.
  • Perform all duties and responsibilities in a manner consistent with the Lighthouse Mission Statement, Philosophy, and ethical standards.


  • Masters level Human Services professional education and registration
  • Minimum 5 years of relevant service experience in the Human Services.
  • Minimum 2 years of supervisory/managerial experience.
  • Current CPR and First Aid Certificates
  • Maintain current credentials as required for employment
  • Knowledgeable regarding relevant federal, provincial, community, health service programs, funding sources, including application and assessment processes, community planning processes, program implementation, and evaluation of outcomes
  • Strong knowledge, understanding, and commitment to trauma informed care and harm reduction principles
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
  • High degree of resourcefulness, flexibility, and adaptability.
  • Able to effectively communicate both verbally and in writing.
  • Computer literacy, including effective working skills of MS Word, Excel and e-mail required.
  • Politically and culturally sensitive.
  • High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
  • Good organizational, time management and prioritizing skills.
  • Strong morals and ethics, along with a commitment to staff and client privacy.
  • Demonstrated ability to work in a collegial, team environment.
  • Demonstrated commitment to ongoing professional education.
  • Previous community related experience.
  • Excellent interpersonal and communication (written and verbal) skills.
  • Good public relations skills.
  • Ability to monitor financial accountabilities.
  • Proven assessment skills.
  • Proven critical thinking and decision making skills.
  • Physically able to perform all assigned tasks.
  • Ability to perform all duties in accordance with related legislation.
  • Ability to work under minimal supervision

Work Conditions

  • May be exposed to infectious waste, diseases and unhygienic conditions
  • Interacts with residents, inpatients, family members, staff, visitors, government agencies/personnel.
  • Travel may be required.
  • Manual dexterity required to use desktop computer and peripherals.
  • Intermittent physical activity including walking, standing, sitting.


Please send resume and cover letter to Raeleen Viklund, Human Resource Manager, by email to or by fax to 306-665-7773. No phone calls, please. Only those selected for an interview will be contacted. Please apply by May 29, 2020.