Carefor is Eastern Ontario’s largest home care and community support services not-for-profit, with over 1,200 employees operating in Eastern Counties, Ottawa, and Pembroke-Renfrew County. The founding chapter of the Victorian Order of Nurses, Carefor has been helping seniors and people living with disabilities in Eastern Ontario live with choice and dignity since 1897.

For our staff, we are proud to help them be the best they can be both now and into the future. Through comprehensive onboarding and continual training, you are continuously improving your professional practice with Carefor; and with the HOOPP pension plan, great benefits and a flexible schedule, we’re looking out for you and your family. At Carefor, we know our work matters, and we’re proud of the impact we have in people’s lives

As the Supervisor, Community Support Services, you are responsible for the operational oversight of assigned programs and the coordination of client services delivered by Personal Support Workers (PSWs) and Homemakers. This role combines staff leadership, client assessment, care planning, service coordination, quality monitoring, and community partnership development to ensure clients receive safe, responsive, and high-quality care and support services.

Working closely with Ontario Health atHome Care Coordinators, clients, caregivers, and interdisciplinary partners, you will support positive client outcomes while promoting independence, wellness, aging in place, and quality of life. You will provide leadership to an interdisciplinary team through coaching, mentoring, performance management, and professional development while ensuring services are delivered in accordance with Carefor's Mission, Vision, Values, policies, and procedures.

This position description outlines the key responsibilities and the nature of work. It is not a comprehensive inventory of all duties and tasks of the position.

Leadership and Human Resources

• Oversees the day-to-day operations of assigned Community Support Services Support Services programs.
• Provides leadership, guidance, coaching, and support to staff and volunteers to achieve individual and operational performance objectives
• Completes performance evaluations and provides ongoing feedback, support, and development opportunities for assigned staff.
• Supports attendance management, performance improvement plans, employee recognition, and disciplinary processes in collaboration with management and Human Resources
• Ensures Carefor policies & procedures affecting the delivery of Services are implemented by staff
• Assists in determining staffing requirements and supports scheduling decisions to ensure appropriate service coverage and continuity of care.
• Assists with recruitment, interviewing, hiring, orientation, and onboarding.
• Coordinates and supports ongoing education, training, and professional development activities.
• Plans, schedules, and co-leads staff meetings in collaboration with the Manager.
• Participates in an after-hours on-call rotation to support urgent operational needs, as required.

Client Assessment, Care Planning and Care Coordination

• Completes comprehensive client assessments and reassessments to identify care needs, risks, goals, and service requirements.
• Develops, implements, evaluates, and updates individualized care and service plans in collaboration with clients, caregivers, service providers, and funders.
• Coordinates and monitors client services to ensure care plans remain appropriate and responsive to changing client needs.
• Collaborates with Ontario Health atHome Care Coordinators, caregivers, community partners, and internal teams to support positive client outcomes.
• Participates in client case conferences and interdisciplinary care planning discussions.
• Ensures service delivery is consistent with client needs, organizational standards, and contractual requirements.
• Supports effective transitions in care and facilitates connections to community resources and support services.
• Investigates, evaluates, and supports the resolution of client, caregiver, and staff concerns and complaints.
• Acts as a resource and subject matter expert to Personal Support Workers and Community Support Services staff regarding client care needs, service delivery, risk management, and best practices.
• Maintains accurate, timely, and objective documentation in accordance with organizational and professional standards

Operational And Organizational Responsibilities

• Supports program development, promotion, implementation, and evaluation.
• Assesses community needs and recommends enhancements to programs and services.
• Promotes continuous quality improvement through the implementation and evaluation of strategies designed to enhance service delivery and client outcomes.
• Identifies opportunities to improve processes, workflow efficiencies, and service quality in collaboration with staff and leadership.
• Collaborates with departmental leaders and interdisciplinary teams across the organization to support integrated service delivery.
• Establishes and maintains effective working relationships with Ontario Health atHome, hospitals, community agencies, mental health organizations, and other health and social service partners.
• Utilizes evidence-informed practices and available data to support decision-making, program effectiveness, and team performance

Health And Safety Responsibilities

• Operates within and monitors compliance with Occupational Health and Safety legislation, regulatory standards, and Carefor policies and procedures.
• Promotes safe work practices and participates in mandatory health and safety training, including WHMIS and Infection Prevention and Control practices.
• Collaborates with management and Human Resources to support disability management, modified work programs, and return-to-work plans.
• Ensures incidents involving clients, staff, volunteers, or students are documented and addressed in accordance with organizational policies and procedures.

 
Problem Solving
Problem-solving skills are required to assess complex client situations, evaluate service concerns, support staff performance, and recommend solutions that align with organizational policies, professional standards, and client-centered care principles. The incumbent exercises sound clinical judgment related to client assessments, risk identification, service planning, and care coordination.

Decision Making/Independence Of Action

Makes recommendations regarding service delivery, care planning, staffing requirements, program improvements, and quality initiatives. Exercises judgment within established policies, procedures, and professional standards, referring matters with significant financial, legal, reputational, labour relations, or organizational impact to the Manager.

Managing And Leading

• Personal Support Workers
• Homemakers
• Volunteers (where applicable)

 
Physical Effort

Physical effort required is low intensity, <2 hours per day

Mental Effort

Mental effort required is moderate intensity in an office and community environment, 2-4 hours per day, or high intensity for less than 2 hours per day.

Working Conditions

• Limited exposure to crisis situations
• Able to travel within the Champlain region (if required)

• A Registered Practical Nurse (RPN), licensed to practice in Ontario, in good standing, is required
• Minimum one (1) year of leadership, supervisory, or team coordination experience preferred.
• A minimum of 2 years’ experience in community health care, home care, personal support services, care coordination, or community support services.
• Demonstrated experience conducting client assessments, care planning, and service coordination.
• Demonstrated knowledge of community-based care, aging-in-place principles, and client-centered service delivery.
• Strong understanding of CNO Standards of Practice and professional accountability.
• Knowledge of Occupational Health and Safety legislation, Infection Prevention and Control, and WHMIS.
• Excellent interpersonal, verbal, and written communication skills.
• Strong computer skills and experience with Microsoft Office applications, scheduling systems, and client documentation systems.
• Ability to work collaboratively with colleagues, clients, families, staff, funders, and community partners.
• Valid Ontario Driver's Licence and access to reliable vehicle.
• Bilingualism (English/French) is required.

Qualifications Considered an Asset

• Experience working with older adults, individuals with dementia, Alzheimer's disease, mental health challenges, or palliative care needs.
• Experience with InterRAI, Alayacare, Caredove, CHRIS, GPA, LEAP, or Non-Violent Crisis Intervention.
• Experience working within a non-profit or community health care environment

 
 Competencies

• Demonstrated leadership abilities with strong organizational, coaching, and team-building skills.
• Strong assessment, critical thinking, and care coordination skills.
• Ability to prioritize multiple competing demands while maintaining exceptional client service.
• Commitment to continuous quality improvement and service excellence.
• Ability to support and lead change initiatives effectively.
• Excellent communication, relationship-building, and conflict-resolution skills.
• Ability to exercise discretion, confidentiality, and sound professional judgment.
• Self-aware, innovative, resourceful, and client-focused with a collaborative approach to leadership.

• Defined Pension Plan with the Healthcare of Ontario Pension Plan (HOOPP)
• Employee Group Benefit Plan
• Employee and Family Assistance Program
• Professional Development Opportunities
• Leadership team who values innovation, continuous improvement, quality and service excellence while appreciating work-life boundaries
• A collaborative, diverse and inclusive team culture
• Wellness program
• Company events
• Work-life balance

Carefor values equity, diversity and inclusion in all its forms and recruits qualified individuals at all occupational levels that reflect the diversity of our clients and our community. We are committed to providing inclusive, barrier-free recruitment and selection processes and a work environment that supports our diverse workforce. If you require accommodations at any stage of the recruitment process, please let your recruiter know when contacted. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity.