LOCATION: Toronto, ON

POSITION TYPE: Full-time Regular (37.5 hours/week) 

POSTING CLOSING DATE: May 23, 2025

Lumenus Community Services is committed to diversity, equity and inclusion.  We value a recruitment and selection process that is inclusive and barrier-free and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions. 

The Senior Director of Client Service drives change within the organization and is a key strategic leader both within and outside of Lumenus.  They are a change maker and use strategic, clinical, and business acumen to shape and improve systems and drive excellence. The senior director excels in their aptitude to think analytically and to manage strategy, budgets, partnerships, risk, quality and value.

KEY RESPONSIBILITIES:

Strategic Leadership of Client Services and Sector Initiatives

•     Drives change and acquisition of strategic objectives

•     Establishes client service vision and treatment philosophy

•     Strong clinical acumen

•     Strong critical thinking and analytical reporting skills

•     Responsibility for identifying and leveraging opportunities for innovation

•     Responsible for crisis management and on-call systems

•     Responsible for compliance: adherence to legal, legislative and accreditation standards

•     Media Relations

•     Accountable for risk and risk mitigation

•     Develops senior leaders to be successful in their roles and demonstrates a strong commitment to succession planning where future leaders can acquire and hone skills

•     Develops and oversees service policies, protocols, and procedures

•     Budget development and ensures appropriate financial oversight mechanisms are in place and that lines of accountability are clearly defined with Directors

•     Supports the implementation of diversity/equity initiatives and protocols within the agency according to established strategy

•     Awareness of provincial policy frameworks and environmental influences and trends

•     Board of Director’s reporting on strategy and service performance

•     Sector reporting and presentations

Establishes excellence and accountability in the delivery of client services.

•       Establishes requirements for continuous improvement: quality standards and Key Performance indicators

•       Ensures accountability mechanisms are identified and implemented

•       Participates in and supports structure reviews of Client Service to ensure optimal use of resources

•       Manages client service budgets to ensure accountability

•       Collaborates with other strategic directors to maximize client and employee impact (fund development, HR, admin, finance, IT etc.)

•       Provides inspirational leadership, supervision, performance management and guidance to direct reports

•       Promotes a positive, fair and learning environment through guidance and role modelling

•       Ensures professional development according to established parameters

•       Supports Directors in managing complex client/team/employee complaints

•       Supports the implementation of diversity/equity initiatives and protocols within the organization

Development and maintenance of strong partner and funder relations.

•       System’s advocacy and advancement: Leads external system initiatives and establishes a strong sector leadership presence

•       Works closely with professional associations: CMHO, EKO etc. to advance system improvements

•       Establishes strong and professional relationships with key stakeholders—within the agency and externally with funders and partners.

•       Manages complaints

•       Develops, approves, and executes MOU’s and contracts with funders and partners

•       Works closely with funders; submits/completes ministry required service documents

•       Proactively informs funders of Lumenus work and progress and prepares business cases for ministry consideration as needed

•       Responds to inquiries and complaints

Strong business acumen to optimize and operationalize business objectives and processes.

•         Strategic operational planning and implementation

•         Development of processes that promote efficiencies and value ie. Lean methodology

•         Budgeting and fiscal management

•         Fund development, grant writing, and donor presentations

•         Contract management

•         Risk management

•         Requests for Proposals and Procurement

•         Data analytics

•         Project management

•         Change management implementation and best practice

•         Succession planning

QUALIFICATIONS:

•         MSW, MA or equivalent in related field

•         Member of appropriate professional college

•         10 years senior management experience

•         Strategic Development and Business acumen

•         Knowledge of relevant legislation, best practice (literature), insight driven decision making

•         Extensive non-profit experience, specifically in early years, autism, mental health, developmental services.

•         Full understanding of ministry direction, sector players and key stakeholders

Ministry Policy frameworks.

•         Effective planning, multi-tasking, and organizational skills.

•         Must be able to work independently, multi-task, set priorities and meet deadlines.

•         Strong interpersonal skills, as well as strong written and oral communication skills.

TO APPLY: Interested applicants are invited to visit our website at https://lumenus.ca/careers/ and submit their cover letter and resume through our Career Centre on or before May 23, 2025.

We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.