POSITION: Clinical Services Manager (CSM)
DEPARTMENT: Nursing
RESPONSIBLE TO: Director of Clinical Services
Reporting to the Director of Clinical Services, the Clinical Services Manager (CSM) plays a vital role in managing and integrating resident care services. Working closely with the Director of Clinical Services, the CSM ensures high-quality care throughout the organization.
In Keeping with our Mission, Vision, and Values and our philosophy of Resident Centered Care, the Clinical Services Manager, as a partner in the provision of care and support of our Residents, represents the home in a positive, professional, efficient and confidential manner.
Key Responsibilities
- Oversee daily operations of resident care services.
- Foster an environment of clinical excellence, innovation, and professional growth.
- Support quality outcomes and best practices through program assessment.
- Demonstrate initiative, flexibility, and principle-based decision-making.
- Promote a collaborative and organized work environment.
- This leadership role is essential in maintaining resident health, quality of life, and continuous improvement in clinical services.
Functions and Responsibilities
- To promote and maintain the safety of residents, staff, and visitors as a strategic priority for the home at all times
- To collaborate closely with the Continuous Quality Initiatives team and plays an active role in planning, developing, organizing, implementing, directing, and evaluating quality improvement initiatives within the nursing department. This ensures alignment with best practices, enhances resident care services, and supports ongoing improvements in clinical excellence.
- Role models our core values in carrying out the philosophy, objectives, policies, and standards for resident care and related nursing services.
- Ensure compliance with Long Term Care Program requirements as established by Seniors in Long Term Care.
- To collaborate with admissions team to support a smooth admissions process.
- Consults and advises the Director of Clinical Services on concerns related to the Nursing Department and the Home.
- Assists the Director of Clinical Services in the recruiting, hiring, performance appraisal, coaching and progressive disciplinary process of the nursing staff.
- Promotes and maintains harmonious relationships among nursing personnel and with physicians, residents, families and the public.
- Assists the Director of Clinical Services in tracking and analyzing monthly budget variances.
- Assumes responsibilities in the absence of the Director of Clinical Services.
- Willingness to pursue self-directed ongoing education.
- Participates in Union/Management discussions.
- Leads the attendance support program.
- Participation on committees as required by the Director of Clinical Services.
- To Collaborate with the Infection Prevention and Control Nurse to ensure Long Term Care Program Requirements are followed.
- Responsible for carrying out other duties as may be required by the Assistant Director under the Homes for Special Care Act, Home’s by-laws and as determined by the Director of Clinical Services and/or CEO.
Safe Work Practices / Responsibilities
The R.K MacDonald Occupational Health and Safety Home Policy establishes employee expectations for working safely. To achieve these expectations employees at all levels of the organization must adhere to Core Values of Safety and Safety Responsibilities listed below:
- Demonstrate leadership commitment.
- Communicate hazards and controls.
- Conduct inspections & investigations.
- Provide Training / Communicate / Lead / Coach.
- Provide necessary tools / equipment / PPE.
- Monitor Compliance to SOPs & SWPs.
- Enforce disciplines & Discipline as required.
Key Leadership Competencies
- Leadership & Teamwork – Inspires, motivates, and empowers others while fostering a collaborative work environment.
- Change Management – Supports innovation and adapts to organizational changes for improved effectiveness.
- Coaching & Performance Management – Guides, mentors, and holds individuals accountable for performance and growth.
- Effective Communication – Ensures clear, impactful, and persuasive communication in both verbal and written forms.
- Interpersonal Awareness & Influence – Understands and responds empathetically to others while gaining support for initiatives.
- Collaboration & Relationship Building – Develops strong internal and external partnerships to enhance teamwork and service delivery.
- Customer Service Orientation – Addresses concerns respectfully, seeking resolutions that meet people’s needs.
- Problem-Solving & Strategic Thinking – Analyzes challenges, anticipates outcomes, and develops forward-thinking solutions.
- Initiative & Results-Driven – Proactively takes action and strives to exceed performance goals.
- Attention to Detail & Accountability – Ensures accuracy, thoroughness, and follow-through on commitments.
- Decisiveness & Resilience – Makes timely decisions, manages stress effectively, and maintains confidence under pressure.
- Integrity & Adaptability – Demonstrates credibility, flexibility, and a commitment to ethical leadership.
Position-Specific Competencies
- Clinical Knowledge & Care Delivery – Strong understanding of clinical practice standards, care delivery models, and safe practice initiatives.
- Quality & Risk Management – Ability to implement and evaluate quality improvement initiatives, risk management strategies, and utilization practices.
- Ethical Practice & Advocacy – Commitment to ethical decision-making, patient advocacy, and acting as a role model for resident-centered care.
- Union Relations & Staff Management – Knowledge of union contracts, negotiations, and the ability to effectively mentor, coach, and empower staff.
- Person-Centered Care Philosophy – Ability to integrate a person-centered approach into daily operations, respecting the dignity and individuality of residents and families.
- Leadership & Team Collaboration – Skilled in supervising staff, fostering teamwork, and working independently or as part of a leadership team.
- Financial & Operational Understanding – Working knowledge of budgeting and resource management to support efficient department operations.
This role requires a proactive leader who can uphold clinical excellence, drive quality initiatives, and support a collaborative, resident-focused environment.
Qualifications & Requirements
- Education: Bachelor of Science in Nursing (BScN) – Required
- Leadership Experience: Demonstrated previous leadership experience – Required
- Accreditation & Quality Initiatives: Experience in accreditation processes and quality improvement initiatives – Required
- Technical Skills: Proficiency in Microsoft Word, Excel, and Outlook – Required
- Communication Skills: Strong written and verbal communication abilities – Required
- Conflict Resolution: Training in Conflict Management/Resolution is an asset (or willingness to complete training)
- Any clinical and specialized geriatric care certifications will be considered an asset.
Candidates should demonstrate strong leadership, problem-solving, and interpersonal skills while supporting a culture of quality care and continuous improvement.
