Clinical Services Manager - Sherbourne Health Centre

Oct 04, 2020
Toronto, Ontario
Entry Level, Early Career

Internal/ external posting

job title: Clinical Services Manager

job ID #: ADM 20-0801

reports to:  Medical Director

salary range: $78,352 to $97,941

status: Full Time

hours: 37.5 Hours

who we are:

Sherbourne is a dynamic provider of integrated health services, community programs and capacity-building initiatives that enable people and diverse communities to achieve wellness.

At Sherbourne, our doors are open to everyone, and we prioritize those who face barriers to care:  LGBT2SQ community members; newcomers to Canada; and people who are homeless and under-housed. Our unique programs combine primary health and chronic disease management, health promotion, outreach and social supports, and mental health services, to increase access for our priority populations, influence population health outcomes, and strive for organizational excellence. They include the Acute Respite Care (ARC) program, The Rotary Club of Toronto Health Bus, Supporting Our Youth, Rainbow Health Ontario, Women In Need ‘Klinik’ (WINK) and Health Access St. James Town.

Accredited with Exemplary Standing by Accreditation Canada, we are funded by the Ministry of Health and Long-Term Care, Toronto Central LHIN, Immigration, Refugees and Citizenship Canada, Ministry of Children, Community, and Social Services, City of Toronto and many generous companies, groups and individual donors.  

what we offer:


At Sherbourne Health, we care about our staff and recognize that our biggest strength is our people. We have a solid commitment to life-long learning which is demonstrated through our professional development program. We invest in collective work and staff training to improve client care. We supplement this by creating a low-barrier work environment built on equity and respect, while working together in caring, cohesive teams and providing opportunities for advancement.

We believe in work-life balance and offer:

  • Four weeks of vacation per year (to start).
  • A competitive salary Membership in Healthcare of Ontario Pension Plan (HOOPP).
  • An extended healthcare and dental package.
  • Long-term disability insurance.
  • Life insurance.
  • Four personal days per year.
  • An employee assistance plan.
  • A generous professional development plan: up to $1300 to be used towards learning activities.
  • Six fully paid professional development days per year – related to position/responsibilities.

about the role:

Reporting to the Medical Director, the Clinical Services Manager (CSM) assists and supports smooth clinical services operations of Sherbourne’s Family Health Team specifically in relation to client flow and the implementation of a coordinated intake for clients accessing all services at Sherbourne Health. The position’s responsibilities also include being the Nursing Practice Lead, ensuring nursing perspectives to clinical services planning are included at the management level.

The CSM creates an environment that promotes collaborative teamwork, and client satisfaction.  The position ensures client care is safe, evidence based, competent, caring, and comprehensive in complying with professional and regulatory standards of practice.  In addition, the CSM upholds accreditation standards and ensures that program and practice standards are consistent with professional guidelines (e.g., PHIPA, Regulated Health Professionals Act).

The CSM supports Programs and Services Directors through the development and implementation of consistent clinical practices which includes:  the standardization of clinical policies/procedures;  demonstrated safety awareness; compliance with professional practice standards, and scheduled audits (e.g., IPAC, EMR documentation/chart integrity, privacy). The position also assesses and makes recommendations on ineffective client flow processes, facilitates knowledge transfer and exchange and participates in team and cross-functional meetings and committees, initiatives and events to ensure policy alignment and maximize collaboration.

The CSM embodies Sherbourne’s vision, mission, and values and supports achieving the organization’s strategic directions.

day to day responsibilities:

Accreditation/Quality Improvement

  • Lead the accreditation process by collaborating with the Management Team to ensure compliance with pertinent regulatory and accreditation standards and reporting requirements and coordinating the collection of evidence prior to Accreditation Canada site survey.
  • Initiate, lead and/or participate in projects that identify and improve quality and safety of client care.
  • Participate in the review of client incidents and collaborate with the Management Team to make recommendations for system improvements.
  • Participate in the design and implementation of quality improvement initiatives to help ensure ongoing excellence in the quality of client care and safety.
  • Plan, monitor and measure client satisfaction, through Client Experience Surveys, Client Engagement Forums, etc.
  • Collaborate with the Management Team on the translation of quality data and research into recommendations for program planning and management. 
  • Support the CEO and Medical Director to develop and monitor the agency’s Quality Improvement and Safety Plan.

Infection Prevention and Control (IPAC) and Occupational Health and Safety

  • Provide leadership in infection prevention and control with respect to the knowledge and competencies required for clinical staff to practice safely and to help prevent potential healthcare associated infections.
  • Chair the IPAC committee at Sherbourne.
  • Assist with the implementation and roll out of the organization’s Pandemic Plan.
  • Assure compliance with IPAC regulatory requirements related to clinical operations.
  • Collaborate with the Occupational Health and Safety Committee, Human Resources and the broader Management Team as appropriate by providing content expertise on issues related to ensuring a safe working environment.

Nursing Practice Lead

  • Chair nursing practice team meetings.
  • Work to improve clinical outcomes for clients through advanced nursing practice, program planning and delivery, consultation, education, efficient resource utilization and effective leadership.
  • Lead the undergraduate and graduate nursing placement processes through consultation with Program and Services Directors and colleges and universities to determine need, contract status and forecast future placement opportunities.
  • Identify resources for professional development and education.
  • Lead and participate in shared learning across the practice and wider organization.
  • Implement and review the application of evidence-based practice in nursing.
  • Identify opportunities to develop medical directives related to nursing practice; and, participate in their implementation and evaluation.
  • Ensure that nursing guidelines, policies and other documents are up-to date.
  • Work closely with the Medical Director to ensure that nursing practice is aligned with the organization’s strategic priorities by providing input into how nursing practice aligns with proposed programming and identifying necessary supports, policies, and procedures.
  • Provide input into the recruitment, selection and professional development of all categories of nurses within the organization.
  • Contribute nursing perspectives to clinical services planning discussions at the management level.
  • In consultation with Program and Services Directors and the Medical Director assess risks as they relate to overall nursing practice, ensuring adequate measures are in place to protect staff and clients.
  • Consult with nursing staff, managers and, when required, other team members regarding clinical and professional practice issues.
  • Participate in and support nurses in continuous quality improvement initiatives by evaluating the effectiveness of interventions/nursing services on client outcomes.
  • Anticipate emergent and future issues/changes and provide leadership and vision in short- and long-term planning.


  • People Leadership and Relationship Building:  ability to plan, organize, coordinate, integrate, motivate, and coach people to achieve successful performance results.  Work with staff to set clear and achievable goals with stated expectations.  Build successful relationships by treating staff fairly and providing them with meaningful and challenging experiences; build teams and team-spirit; collaborate and create opportunities for shared success with partners, funders, other management and Sherbourne employees. Recognize and reward successes and contributions.
  • Program Management: ability to create, plan, organize, coordinate, and integrate programs and initiatives that meet program goals and enhance Sherbourne’s client services.  Ability to assess risk areas and recommend mitigation solutions. Ability to initiate and oversee program evaluations and quality improvement initiatives. Ability to identify and surface potential problems and take proactive action to address issues before they become bigger.  Ability to champion new initiatives, lead the change process and create an environment to achieve a desired change.
  • Organizational Planning:  ability to think understand the interconnectedness, complexity, and wholeness of operational procedures – how together they comprise the system and how changes made to one part impacts other parts of the system.  Ability to lead streamlined processes to make them more efficient, and work with others to develop and adopt new procedures and processes.  Participate and/or lead in management team meetings, special committees and working groups, as required.
  • Community Engagement: ability to foster and build strong relationships with community and funding partners, as required. Explore integrated and/strategic partnerships that enhance services to Sherbourne’s clients. Initiate evaluations, needs assessments, and surveys that assess emerging client needs. Act with a sense of urgency to seize new challenges and opportunities and achieve enhanced deliverables.
  • Commitment to cross-agency integrated program planning:  ability to work co-operatively and collaboratively as opposed to competitively within the management team, program teams, or in cross-agency work groups/internal committees. This includes contributing fully and actively to team activities, projects, and program initiatives to achieve group and organizational goals.  Resolve conflicts by facilitating the expression of diverse points of view to enhance teamwork and attain a beneficial resolution. Take steps to help others resolve the conflict and maintain trusting relationships. Promote co-operation between program teams.

to thrive in this role, you’ll need



  • Bachelor’s degree in nursing, Health Care Administration, or related field.
  • IPAC training certificate is required.


  • The equivalent combination of education and experience will be considered 3-5 years of managed-care experience.
  • Broad knowledge of primary health care, health promotion, community health, current issues in health and health reform.
  • Extensive knowledge of health care regulatory requirements.
  • Applied knowledge in a business healthcare setting of quality improvement theory, research design and statistics.
  • Proven analytical ability in identifying problems, developing solutions, and implementing effective courses of action.
  • Knowledge of and demonstrated experience in accreditation processes.
  • Commitment to collaborative practice with a wide range of professionals and an anti-oppression approach.
  • Demonstrated ability to work effectively in a multi- disciplinary environment.
  • Demonstrated understanding of local community issues, priorities and needs including challenges facing urban health populations (e.g., people experiencing homelessness).
  • Experience working with and enforcing anti-racism/anti-oppression principles.
  • Knowledge of care coordination and integrated service delivery models.
  • Leadership skills with the ability to direct activities of others both individually and within a team setting. Strong experience in managing large, complex projects. Demonstrated ability to work effectively and productively with varied levels of personnel and business organizations.
  • Strong communication skills, including the abilities to effectively communicate verbally and in writing, internally and externally, and at all levels of the organization, listening skills, team leadership and development, problem solving, facilitation and strategic thinking.
  • Proficiency in the use of computers and various software applications.


  • People leadership (coaching/mentoring /development of staff).
  • Program management (program planning, budget management, and evaluation, quality improvement and risk management).
  • Community and staff engagement (partnership development and relationship management)
  • Organizational planning (strategic and operational).
  • Demonstrated commitment to cross-agency, integrated program planning; and,
  • A champion of Sherbourne’s values.

working conditions:

  • Monday – Friday; some weekends and evenings.
  • Admin On-Call.
  • Working hours are tied to the time and effort required to achieve organizational objectives and, while not intended to be excessive, are not subject to a weekly maximum; weekend or evening work maybe required.  The work is carried out in an office environment and is sedentary in nature and generally does not require significant physical effort.

Note: Statements included in this job description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all-inclusive. Other duties may be assigned from time to time.

to apply:  Please forward a cover letter and resume quoting Job ID #ADM 20-0801 to myjob@sherbourne.on.caThis position will remain open until filled.

Sherbourne is dedicated to building an organization that reflects the diversity of our clients and the communities we serve. This includes diversity in languages spoken, culture, race, sexual orientation and gender identity. Requests for accommodation due to disability can be made at any stage in the recruitment process.

We thank all applicants for their interest but only those selected for further consideration will be contacted.

Note: Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all-inclusive.


BOLD.                            KIND.                              REAL.                             OPEN.                             WE CARE.


This job is from CharityVillage
How to Apply