Clinical Program Manager

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At Dalton Associates, our mission is to provide specialized mental health and wellness services that are culturally sensitive, safe, accessible, and timely, within communities throughout Ontario. Our service approach to individuals, families, groups, organizations, and communities is based upon the principles of:

  • Shared care, equity in voice and choice, and representation among stakeholders;
  • Integrated approaches to care that support whole-person wellness;
  • Sustainable services;
  • Focus on resilience, empowerment, and capacity building; and,
  • Culturally safe and attuned services.

Over the past two (2) years, Dalton Associates has been focused on developing unique mental health programming for First Responders and First Responder organizations. Our customized First Responder-specific mental health and wellness programming set us apart from Employee and Family Assistance Programs and other mental health programs; they are client-focused, include concierge-like case management support, and access to a myriad of internal and external mental health services. Our focus is supporting our First Responder clients towards their wellness goals with customized and integrated care, support service navigation, and ongoing touchpoints with our clients.

Role Description:

As part of our First Responder Mental Health Programming, Dalton Associates is seeking a Masters-level Clinical Program Manager for our First Responder Program Care Management Team. Utilizing well-developed clinical knowledge and skills, and strong client-centered case management experience, the Clinical Program Manager will ensure that the individuals who access our First Responder program(s) for mental health and wellness services receive exceptional service.

Responsibilities:

The Clinical Program Manager will hold a leadership position within the First Responder Mental Health Program Division of Dalton Associates. This includes, though is not limited to, the following responsibilities:

  • Maintain administrative and clinical oversight of the Care Management team, consisting of Bachelor of Masters-level case management personnel, ensuring their understanding of and adherence to all policies and procedures within the program to ensure exceptional support for our clients;
  • Provide timely clinical, program, or administrative troubleshooting/responses for any questions, challenges or issues that arise from the Care Management team (e.g., administrative or clinical questions, process/workflow inquiries, complex client needs, client complaints, etc.);
  • Provide regular opportunities for the Care Management team to learn, grow and provide service excellence to their clients, including (but not limited to) the facilitation of: Weekly individual clinical supervision/case conceptualization meetings with each Care Manager; Weekly group supervision meetings with the Care Management team; Monthly clinical debrief meetings with the Care Management team; Ad hoc clinical debriefings for the team when serious occurrences/critical incidences arise; and, Monthly clinical, administrative and program training opportunities for the Care Managers.
  • Determine the training and professional development needs of the Care Management team and make recommendations to the Dalton Associates’ Senior Leadership Team. Support the coordination of this training, including (but not limited to), researching workshops or speakers/teachers, and coordinating the logistics of the training;
  • Support the Care Managers in ensuring clients have streamlined, seamless access to therapy, residential treatment programs, intensive outpatient treatment programs, peer support, psychological and psychiatric assessment services, etc.;
  • Gain a strong understanding of the Standard Operating Procedures of the program, and determine where the program’s policies, procedures, and protocols may require updates or adjustments to ensure best practices are being adhered to by the Care Management team;
  • Support client referral processes (e.g., to psychiatry, psychology, inpatient/outpatient treatment programs);
  • Understand the WSIB and Long-Term Disability processes to support the Care Management Team and program clients navigate the required services, being mindful of the nuances of these services;
  • Monitor and track client intakes into the program to ensure every client is provided with a high level of care navigation support from the team, and are getting to the mental health support services required for their specific needs;
  • Review individual client plans of care with the Care Managers to ensure appropriate case conceptualization and adherence to the related protocols;
  • Participate in the Clinical Leadership Team Meetings, which take place once per month and involve the lead clinicians for the Encompas program (including psychologists, psychiatry, physicians, and social workers);
  • Participate in the Clinical Consultation Meetings once every other month, which are opportunities for the program’s roster of clinicians to receive peer and psychological consultation support with regards to their clients;
  • Work with the Care Management and administrative teams to create monthly, bi-annual and annual reports related to the program; and,
  • Develop and implement, with the Care Management Team, a client satisfaction/evaluation strategy – ensuring data is collected, analyzed, and synthesized into regular reports for the leadership team.

Qualifications:

The Clinical Program Manager will have the following qualifications:

  • A master’s degree in social work, psychology, or a related mental health field;
  • 2+ years of professional mental health support/clinical experience;
  • 2+ years of case management experience;
  • 2+ years of successful and engaging leadership experience;
  • Experience working with First Responders and/or public safety personnel, with a strong understanding of First Responder culture, as well as the strengths, challenges and needs of this population related to mental health and wellness;
  • Culturally competent, attuned, safe, empathetic, and engaging;
  • Advanced/strong time management and organizational skills;
  • Compliant in maintaining strict confidentiality with respect to clients and among colleagues;
  • Strong administrative and documentation skills;
  • High proficiency utilizing a variety of technology, including the Microsoft Office Suite of products, Adobe, Microsoft Teams, Zoom, electronic health record systems, electronic case management systems, etc.;
  • Compassionate about the well-being of others, relationship-oriented, and good natured;
  • Excellent communicator with solid written and verbal skills;
  • Confident, calm, and able to manage difficult and highly sensitive conversations;
  • Proactive, creative, resourceful, and solution-focused; able to influence change in support of client service excellence;
  • Highly collaborative and work well with a variety of work/personality styles;
  • Able to think critically with an eye for continuous improvement;
  • Able to navigate and thrive in a fast-paced, ever changing work environment; and,
  • Highly organized and excel at keeping client files and information accurate/complete.

Full-time, permanent position, with the expectation of in-office availability and remote work capability. Compensation is commensurate based on experience.

Job Types: Full-time, Permanent

Benefits:

  • Wellness program

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Education:

  • Master's Degree (preferred)

Experience:

  • Case Management: 2 years (preferred)
  • Clinical (Mental Health): 2 years (preferred)
  • Program Management: 2 years (preferred)

Work remotely:

  • Temporarily due to COVID-19