Client Services Manager - Adult Day Program

Client Services Manager – Adult Day Program (ADP)
Full time | Hybrid | Aurora I Travel required across York Region & South Simcoe

Position Overview:

Reporting to the Vice President, Client Care & Services, you will effectively manage the day-to-day operations of CHATS’ Adult Day Programs and ADP@Home Spoke, including supervision of staff, students, and volunteers. You will be responsible for ensuring high-quality, person-centered care through intake, assessments, program planning, case management, and transitions within CHATS’ Wellness Framework. This position is accountable for program standards, service targets, and quality outcomes across all CHATS ADP sites across York region and South Simcoe.

Full-time position, 35 hours per week, 8:30am - 4:30pm - Monday to Friday with On-Call expectations and occasional work outside of business hours including evenings/weekends to attend organization-related events and flexibility for support during emergency situations.

Hybrid work environment with base location as CHATS Head Office in Aurora.

Key Responsibilities of the role:

Program & Client Care

• Oversee program operations including intake, care planning, and case management.
• Ensure safe, supportive, and engaging environments that meet clients’ personal care and therapeutic needs.
• Review, update, and maintain program policies, procedures, and documentation in the Client database system (GoldCare).
• Monitor quality standards, complaints, incidents, and service delivery outcomes.
• Lead program development, new initiatives, and continuous improvement.

Leadership & Supervision

• Provide supervision, coaching, and mentorship to ADP Supervisors, ADP@Home staff, students, and volunteers.
• Build and support high-performing, self-managed teams that deliver consistent, person-centered care.
• Conduct performance reviews, development plans, and training support.
• Ensure effective communication, collaboration, and team-building activities.

Partnerships & Stakeholder Relations

• Build strong relationships with caregivers, referral sources, and community partners.
• Participate in Ontario Health – Central Home and Community Care ADP meetings.
• Represent CHATS at external meetings, forums, and community engagement initiatives.

Administration & Reporting

• Manage ADP budgets, financial monitoring, and resource allocation.
• Oversee monthly reports, program trends, and service targets.
• Chair monthly supervisor meetings to review risks, policies, and operational updates.
• Contribute to CHATS’ management team, strategic planning, and quality initiatives.

What you bring to the role:

• Degree or diploma in Management, Health or Social Services, or equivalent, combined with 5 years’ experience in community support services.
• Demonstrated program development and management experience.
• Proven experience building partnership and fostering community development within diverse communities.
• Experience in managing, supporting and developing self-managed teams.
• Exceptional communication, interpersonal and leadership skills to build high performance teams.
• Excellent skills in risk, crisis and conflict management including customer relations/service.
• Financial management skills, budget and fiscal monitoring and reporting.
• Program coordination and case management experience required with an understanding of the principles of recreation/therapeutic programming
• Participate in CHATS quality and safety initiatives and/or committees as required.
• Annually participate in the development of the strategic direction of CHATS, in collaboration with the management team.
• Demonstrated success in developing, implementing, and evaluating services and programs.
• Excellent computer skills with proficiency in MS Word, Excel, Outlook and database applications (GOLDCARE).
• Ability to work outside regular business hours (8:30AM-4:30PM) when required
• A vehicle and valid Ontario Driver’s License required. The successful candidate will have to travel around York Region and South Simcoe.
• Fluency in both official languages (English or French), or other language(s), an asset.

Why Join us?

• Be part of a mission-driven, supportive, and innovative organization.
• Lead a team that delivers meaningful impact to older adults and caregivers every day.
• Comprehensive benefits package.
• Ongoing training and professional development opportunities.
• Staff appreciation events
• Rewards and recognition programs
• A workplace culture grounded in CHATS’ Wellness Framework and Relationship-Based Care.

If you are seeking an opportunity to demonstrate your passion for excellence in a supportive work environment, we’d like to hear from you!

CHATS IS AN EQUAL OPPORTUNITY EMPLOYER

CHATS is committed to creating a diverse and inclusive workforce to reflect the diversity of the community it serves. We welcome applications from all qualified candidates from diverse backgrounds. CHATS continuously strives to support individual needs and differences in our recruitment & selection process and work environment that is built on inclusivity and respect for everyone.

CHATS promotes an accessible and inclusive environment to ensure all clients, employees and volunteers feel supported, valued, and respected.

CHATS is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Our recruitment and hiring processes will be modified to accommodate disabilities, upon request.

We thank all applicants for their interest, only those selected for an interview will be contacted.

About CHATS

Since 1980, CHATS has been a leader in providing home and community services for seniors and their caregivers. We offer a full range of home care and community programs that meet the changing needs of more than 8,100 York Region and South Simcoe seniors and caregivers each year.

CHATS firmly believes that our employees drive the success of the organization. With this success in mind, we strive to create and provide an environment that offers challenging, stimulating, and rewarding career opportunities.

CHATS also believes in a client and family-centered approach that is based on compassionate care that empowers older adults and their caregivers to live their best lives at home and in their communities.