Clinical Services Supervisor – Integrated Services

About Community Healthcaring Kitchener-Waterloo (The Health Centre)

The Health Centre provides a broad range of services aimed at improving the health of individuals and the wider community. Our services include medical and dental care, health promotion, illness prevention and outreach programming. Our expertise and resources are focused on working with those who experience health inequities and barriers to accessing health services. Collaborating as an interdisciplinary team, we provide services and supports that address the social determinants of health including factors and barriers such as poverty, inadequate housing, food insecurity, substance use, language and culture, as well as stigma and social exclusion.

The Health Centre works with the most complex client population served by primary health care professionals within Waterloo Region. Our highly skilled and diverse team works from a strength-based approach with individual clients as well as the broader community. We collaborate with many partner agencies and organizations within Waterloo Region. Our team consists of Family Physicians, Nurse Practitioners, Registered Nurses, Social Workers, Dietitians, Chiropodists, Pharmacists, Psychiatrists, Health Promoters, Community Health Workers, Administrative Staff and Volunteers.

We invite you to consider this opportunity to join our team and contribute to this important work.

The Health Centre is currently recruiting for the following position:

Clinical Services Supervisor – Integrated Services

Permanent, Full-Time

Salary: $71,828.41 - $84,504.02 per annum

Position Summary

The Clinical Services Supervisor for Integrated Services will be responsible for effective coordination of services, client complaints, scheduling and staffing level. This role provides support to Outreach Services and Health Promotion & Community Programs Managers with clinical oversight, and operational support to Outreach programs and Health Promotion & Community Programs teams, while ensuring efficient, effective and integrated client-centred approaches that meet CHCKW clients where they are at. The Clinical Services Supervisor for Integrated Services provides operational coordination, administrative support and delegated clinical support to the Manager of Outreach and the Manager of Health Promotion & Community Programs. The position supports the effective day-to-day functioning of both teams by coordinating scheduling and coverage, maintaining operational systems, supporting client complaint processes, preparing service delivery data and facilitating communication across interdisciplinary teams.

Specific Responsibilities

Service Delivery and Team Coordination

1. Support the Manager of Outreach & the Manger of Health Promotion & Community Programs in coordinating service delivery across the teams to ensure efficient, effective operations and an integrated, client-centred approach that aligns with organizational goals and meets funding targets.

2. Oversee staff scheduling and resource allocation, ensuring optimal use of personnel and facility resources, including the coordination of room bookings to support smooth daily operations.

3. Coordinate BambooHR requests, including processing sick time, time-off requests, and updating staff schedules (e.g., PSS and Outlook), while ensuring appropriate coverage is maintained

4. Provide leadership and support to staff in the effective use of PS Suite EMR and other digital health technologies, ensuring CHCKW fully leverages its electronic medical record system.

5. Respond to daily staff updates related to out-of-office changes, making real-time schedule adjustments to minimize disruption to client care.

6. Plan, coordinate, and facilitate daily morning huddles, providing staff with relevant operational updates, supporting collaboration, and addressing immediate issues as they arise.

Clinical Oversight

1. Manage client complaints promptly and professionally, working toward resolution while upholding clinical standards and client rights. Coordinate the intake, documentation, follow-up and resolution process for client complaints within established policies. Consult the appropriate Manager regarding concerns involving staff conduct, program decisions, significant risk or matters requiring formal escalation.

2. Meet with clients directly to understand the nature of their complaints, gather relevant details, and assess the impact on their treatment experience.

3. Maintain a calm, empathetic, and solution-focused approach when engaging with clients who are dissatisfied or distressed.

4. Collaborate with the clinical team and relevant stakeholders to investigate complaints thoroughly and gather necessary information.

5. Document all complaints and resolution steps clearly and accurately, maintaining compliance with organizational and regulatory standards.

6. Identify patterns or recurring themes in complaints and use this data to inform service improvements and staff training.

7. Ensure equitable, diverse and inclusive services are embedded in programming. Support the Managers in implementing organizational equity and inclusion in programming.

8. Ensure and support monthly reporting for all Health Promotion & Community programs and Outreach areas.

9. Regularly review and analyze service delivery and other relevant data and provide interpretive information to staff and leadership to support decision-making.

10. Monitor workload and performance indicators, particularly those identified in accountability agreements with funders. Compile and monitor service delivery data, workload indicators and funder reporting requirements. Provide regular summaries to the Managers, identify emerging gaps and support manager-led quality improvement and reporting.

Relationship Support

1. Support the Health Promotion & Community Programs Manager and Outreach Manager, as well as, the Director of Integrated Services, in promoting a team-based approach within and across the teams, including service delivery.

2. Administrative responsibilities for staff and support the Managers with administrative tasks.

3. Support staff in understanding and implementing service delivery wherever possible.

4. Participate in the recruitment and hiring of staff.

5. Support in orientation schedule and onboarding of new staff, students and volunteers.

6. Supporting team members in their roles and responsibilities.

7. Build strong working relationships with teams including interdisciplinary teams.

8. Cultivate strong relationships with community partners to improve patient outcomes and coordinating care.

Other

1. Participate in the development, implementation, monitoring and evaluation of health promotion/disease prevention programs for individuals and client populations as determined by the Health Centre. Provide coordination and implementation support for health promotion and disease prevention programs, as directed by the Managers, including assisting with program monitoring, data collection, evaluation and follow-up on identified improvement activities.

2. Maintain a valid driver’s license, access to a reliable personal vehicle and adequate insurance for work-related travel in accordance with the Health Centre’s policies.

3. Work during both regular and extended hours (evenings/weekends) and in Outreach locations within Kitchener as determined by the Health Centre. A minimum of one evening per week will be required.

4. Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals.

5. Work from a Social Determinants of Health perspective to improve health outcomes for individual clients and/or for the development of community health and well-being, and to reduce health inequities.

6. Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities.

7. Work in a manner that preserves privacy and