Client Services Manager

The Client Services Manager is responsible for providing direction, management and support for the implementation and ongoing effectiveness of quality of our home care services; ultimately leading to satisfied members (clients) as well as employees.


Mosaic’s Standards of Excellence* are one of many ways to assure our clientele that we are providing only the highest quality of care. All Mosaic employees must meet the standards noted below, as a minimum; however ongoing training sessions are available and personal growth is encouraged.

  • * Bondable
  • * Code of ethics and conduct (ability to abide by these codes)
  • * Confidentiality (ability to practice a high level of privacy and confidentiality)
  • * Credentials (validity verified, kept on file and maintained as needed)
  • * Health & Safety Core Training (mandatory completion prior to work start):
      • New employee orientation (review of policies, procedures, guidelines)
      • Fire Safety
      • Mosaic – Ergonomics
      • Mosaic – Preventing Violence and Harassment in the Workplace
      • Mosaic – Slips, Trips and Falls and Housekeeping
      • Mosaic – WHMIS (workplace hazardous materials information system)
      • Safety Basics ON
  • * High school diploma or equivalent
  • * Immunization record
  • * Medical clearance
  • * Negative Tuberculosis Check (TB – Mantoux Test)
  • * Police clearance; including the vulnerable sector screening clearance (up-to-date)
  • * Reference checks (2-3 business references)

Note: Mosaic’s Standards of Excellence* are comprised of a more extensive list; however only the Mosaic employee related standards are hereby defined to help our potential candidates and the community understand our minimum standards for adding exceptional employees to our team.



  • Work weeks are 5 days, Monday to Friday, 40 hours per week, 8:30 a.m. until 5:00 p.m.
  • Break periods can be taken as one hour for lunch or broken down into two fifteen minute breaks and thirty minutes for lunch
  • Work schedule must be flexible to accommodate deadlines and mandatory meetings
  • Face-paced environment
  • Physical Demands: Long hours sitting and using office equipment and computers, which can cause muscle strain. Also, there will be some lifting of supplies and materials from time to time.
  • Environmental Conditions: The incumbent is located in a busy office where they are faced with constant interruptions and must meet with others on a regular basis.
  • Sensory Demands: Long hours are spent in intense concentration. The incumbent must also spend long hours on the computer entering financial information which requires attention to detail and high levels of accuracy.
  • Mental Demands: There are a number of deadlines associated with this position, which may cause significant stress. The incumbent must also deal with a wide variety of people on various issues.


DUTIES & RESPONSIBILITIES (but not limited to the following):

Management / Leadership:

  • Lead, train, supervise and oversee the daily activities and tasks of Client Services department
  • Develop the team by providing opportunities, recognising strengths and weaknesses of individuals and work with each to benefit the overall organisation
  • Mentor the Client Services team
  • Communicate regularly with the Director of Operations regarding updates and general reporting requirements (i.e. employees, members, family members, business risks or liabilities, training, targets, goals, status, and gaps, etc.)
  • Develop and maintain approved budgets (i.e. training and departmental)
  • Coordinate Member care and assignment of staff
  • Ensure that the care provided by employees meet all relevant Mosaic policies and procedures, as well as the regulations according to the Employment Standards Act
  • Maintain a detailed, current and accurate reporting file for employees and clients – confidential files, such as Significant Incidents should be kept locked and inaccessible to the general public and employees
  • Consult and communicate with family members and other supports on how the care is moving forward and that all client needs are identified, met and adjusted as needed
  • Develop effective relationships with clients, their families and all those involved in the client’s care
  • Handle client enquiries regarding requests for care and service
  • Ensure that the Member files are kept up-to-date, as well as information is input in HomeTrak accordingly
  • Work closely with the RN Manager
  • Oversee the hiring and supervision of the front-line employees
  • Ensure that employees are trained to administer the required care
  • Ensure that all employees and client requirements are complete and up to date
  • General administration duties


Client Building and Retention:

  • Work closely with Client Services Liaison
  • Oversee the Home Visit and Lifestyle services (activity boxes, Meaning of Me*, feedback loop, etc.)
  • Ensure that all Members and their family members continue to receive our high standard for quality care and customer service
  • Ensure that a log is kept and maintained in HomeTrak with the details and results of any corrective actions from a home visit or Member/family report


Human Resource Function / Administration:

  • Manage bi-weekly payroll process
  • Ensure that 90-day reviews are conducted and recorded for each Client Services employee
  • Ensure that annual reviews are conducted and recorded for each Client Services employee
  • Develop Key Performance Indicators (KPI’s) for each Client Services employee
  • Work with each Client Services employee to build on personal and company related goals and set targets
  • Design, implement and enforce office policies
  • Establish and enforce standards of procedure
  • Maintain, review and approve supply requisitions (i.e. uniforms)



  • College or university level degree
  • Advanced level of proficiency with computers, including Microsoft Office (Word, Excel, Power Point), experience in using a scheduling program an asset
  • Five (5) years of customer service experience
  • Three (3) years of managerial experience
  • A strong understanding of the Employment Standards Act
  • Strong leadership abilities
  • Excellent inter-personal and team-building skills
  • Proficiency with analysis and problem-solving
  • Effective verbal and written communication skills
  • Ability to listen effectively
  • Demonstrate a high level of accuracy and attention to detail
  • Strong organisational and time management skills
  • Talent for dealings in Human Resources issues
  • Well-balanced approach between employee and corporate needs
  • Proven track record for company improvements
  • Demonstrate a sound work ethic
  • “Live and breathe” the corporate values
  • Maintain confidentiality in the strictest of manners
  • Immunization record
  • Tuberculosis test
  • Must be bondable
  • Current police and vulnerable sector screening (within six (6) months)
  • Three (3) professional references
  • Driver’s license and own vehicle

If you are interested in being part of our family, please send your resumé to