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 confidentiality.

8. Work in a manner that ensures client safety and minimizes risk to clients, volunteers and the Health Centre.

9. Work in a manner consistent with the Health Centre’s Vision, Mission and Values.

10. Work in a manner consistent with the Health Centre’s policy and commitment to Diversity, Equity and Inclusion in all processes and practices.

11. Work in a manner that demonstrates self-reflection and personal accountability for work performance.

12. Contribute to the Health Centre’s practices of hiring, orienting and training of staff.

13. Collect, analyze and report on data and relevant information as required.

14. Participate in research as determined by the Health Centre.

15. Adhere to all Health Centre policies.

16. Adhere to appropriate infection control practices.

17. Perform any other duties as assigned by your supervisor.

Accountability

The position is accountable to both the Manager, Outreach and Manager, Health Promotion & Community Programs

Qualifications

1. Currently a Regulated health professional under a regulatory body.

2. 2 or more years supervisory or management experience in a multi-disciplinary clinical environment

· Experience in a community-based primary health care and outreach setting is preferred

3. Broad knowledge in the areas of community-based primary health care, the social determinants of health and health promotion.

4. Demonstrated leadership abilities within an interdisciplinary, culturally diverse staff team.

5. Enthusiasm, versatility and adaptability.

6. Demonstrated ability to work collaboratively.

7. Strong organizational, administrative and time management skills.

8. Excellent communication and conflict-resolution skills.

9. Demonstrated ability to communicate effectively in English, both written and verbally.

10. Experience working effectively with culturally and economically diverse populations.

11. Proficiency in the use of a personal computer and software programs including Microsoft Office, email and internet. Proficiency with electronic health records systems.

12. Valid driver’s license, access to a reliable personal vehicle and adequate insurance for work-related travel in accordance with CHCKW policy.

13. Ability to work independently as well as an effective member of an interdisciplinary team.

14. Ability to maintain strict confidentiality.

15. Experience working sensitively with culturally and economically diverse populations.

16. Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.

17. 2-Factor Authentication for Outlook is App based (Microsoft Authenticator Application) and used to ensure the security of our online accounts. 2-FA requires the use of a personal mobile device with a recent operating system.

Benefit package

Paid Vacation Leave: 3 weeks to start, 4 weeks after a year

Paid Public Holidays & Sick Leave

Optional Defined Benefit Pension Plan (HOOPP)

Extended health and dental insurance

Employee Assistance Plan

Hours:

Monday, Tuesday, Thursday 9:00am – 5:00pm

Wednesday: 9:00am – 5:00pm and 12:00pm – 8:00pm/ 11:00am- 7:00pm

Friday: 8:00am – 4:00pm

Application Deadline: November 13th, 2026

The Health Centre values the diversity of its staff and welcomes applications from people of all races, ethnicity, religions, culture, sexual orientation, gender identity and those with disabilities.

Individuals with a disability requiring accommodation during the application and/or the interview process should advise [email protected] so that suitable arrangements can be made.

Personal information submitted will only be used for the purposes of this recruitment process.

This job posting is for an open position within the organization. We appreciate all expressions of interest; however, only those selected for an interview will be contacted. This is an open position.