City of Toronto

MANAGER RESIDENT SERVICES

City of Toronto • $94K — $128K *
Toronto, ON M4E 3Y1In-Person
Healthcare
5 - 7 years of experience
More than 3 months ago
Job Overview by Ladders

Qualifications

  • Hold a post-secondary diploma/degree in social work, recreation/leisure studies, kinesiology, or related field (or equivalent experience).
  • Extensive experience in developing programs for recreation, rehabilitation, and social work in long-term care or similar settings.
  • Demonstrated ability to direct, supervise, and motivate staff in politically sensitive, unionized environments.
  • Strong leadership, organizational, and customer service skills with an aptitude for managing change and competing priorities.
  • Proficient in budgeting including preparation, maintenance, and expense control.
  • Broad knowledge of geriatric principles, community resources, and relevant legislation (e.g., Long-Term Care Homes Act, OH&S, FOIP).
  • Excellent verbal and written communication skills with proficiency in Microsoft Office Suite.

Responsibilities

  • Develop and implement detailed plans and policies for resident programs and services.
  • Supervise, motivate, and train department staff to maintain high performance and teamwork.
  • Oversee daily operations including scheduling, workload assignment, performance reviews, and disciplinary actions.
  • Manage the annual departmental budget ensuring expenditures remain within approved limits.
  • Coordinate integrated resident services covering recreation, rehabilitation, social work, and complementary therapies.
  • Collaborate with volunteers and external community partners to support programming and admissions processes.
  • Ensure compliance with legislation and accreditation standards while maintaining quality, safety, and risk management practices.

Benefits

  • Permanent, full-time opportunity with a predictable Monday to Friday, 35-hour work week.
  • Ability to contribute to a transformative culture in long-term care within a diverse and inclusive environment.
Full Job Description
  • Job ID: 57941
  • Job Category: Community & Social Services
  • Division & Section: Senior Services & Long Term Care, LTC Regional Services.
  • Work Location: Carefree Lodge, 306 Finch Ave E, Toronto, M2N 4S5.
  • Job Type & Duration: Permanent, Full-time Vacancy.
  • Salary: $94,905.00 - $128,386.00, TM0374, Wage Grade 6.5.
  • Shift Information: Monday to Friday, 35 hours per week
  • Affiliation: Non-Union
  • Number of Positions Open: 1
  • Posting Period: 02-Jul-2025 to 11-Jul-2025.


The City's Seniors Services and Long-Term Care Division supports Toronto seniors and residents in long-term care homes to have the healthiest, most fulfilling lives possible through exceptional care and services. Vulnerable individuals who reside in the community are supported through adult day programs, supportive housing services, tenancy support and homemakers and nurses services. CareTO is our brand for the culture change we are investing in for the City's 10 directly operated long-term care homes ( https://www.toronto.ca/community-people/housing-shelter/rental-housing-tenant-information/finding-housing/long-term-care-homes/careto/). The division values Compassion, Accountability, Respect and Excellence which shape our organizational culture, our priorities, and the experiences of all those who live, work, volunteer, and visit.

Job Description: Manager Resident Services
To ensure the provision of resident programs and services through the effective management of Recreation, Rehabilitation (OT/PT), Social Work, Spiritual and Religious Care, Complementary Care, Art and Music Therapy, and the activities of the Volunteer Services Program.

Major Responsibilities
  • Implements detailed plans and recommends policies regarding program specific requirements.
  • Supervises, motivates and trains the department's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
  • Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
  • Provides input into and administers the annual budget for the department, and ensures that the department's expenditures are controlled and maintained within approved budget limitations.
  • Oversees the planning, effective organization and provision of Resident Services based on resident centered care and service and best practices, including internal controls.
  • Oversees needs assessment, planning, monitoring and enhancement initiatives to achieve an integrated, strategic and effective service for recreation and leisure activities, rehabilitation services, social work interventions, complementary care services, volunteer services and contracted services, which includes physiotherapy, occupational therapy, music therapy, art therapy, and spiritual and religious care.
  • Works collaboratively with volunteers in cooperation with the Coordinator, Volunteer Services to effectively integrate the volunteer program to respond to the residents' identified programming needs.
  • Ensures the effective functioning of the admissions process and maintains strong relationships with the Home and Community Care/Local Health Integration Networks (LHINs) and community linkages.
  • Ensures program operations and reporting are completed in a timely manner.
  • Ensures compliance with the provisions of all applicable legislation and standards of the Ministry of Health and Long-Term Care.
  • Facilitates the functioning of the Residents' Council and Family Council, providing liaison between Councils and the Home to plan, implement and evaluate programs.
  • Ensures resident safety; reports and conducts investigation of unsafe practice and resident abuse; documents incidents as per Divisional policy and the Ministry of Health Standards of Long-Term Care.
  • Utilizes the divisional integrated quality management framework, in managing quality, safety, and risk; researches, develops, implements and evaluates quality improvement initiatives that promote best practice and achieve positive outcomes.
  • Ensures accreditation standards for long-term care are evident in daily practice.
  • Liaises with community groups, agencies, schools, universities and community colleges, staff, volunteers, residents and families.
  • Monitors resident satisfaction with programs and services and assist in resolving concerns and complaints at both an individual and systemic perspective.
  • Utilizes the divisional ethical framework in managing ethical dilemmas, and models values that are consistent with the division's values.
  • Demonstrates sensitivity in providing programs and services to a diverse group of care receivers.
  • Ensures resident health care records are properly maintained and managed in compliance with applicable legislation and divisional expectations.
  • Represents the Home on community boards and committees.


Key Qualifications:
  1. Must have a post-secondary diploma or degree in social work, recreation and leisure studies, therapeutic recreation, kinesiology or other related field from a community college or university or the approved equivalent combination of education and experience.
  2. Extensive experience in program development within the areas of recreation, rehabilitation and/or social work.
  3. Considerable experience in directing and supervising services of recreation, rehabilitation, social work and spiritual and religious care in a long-term care home, or similar organization.
  4. Experience motivating, leading supervising and/or managing staff in a fast-paced politically- sensitive, unionized environment.
  5. Excellent leadership and organizational skills.
  6. Ability to promote and foster effective teamwork and establish excellence in a customer service-oriented environment.
  7. Ability to manage competing priorities and demands in a rapidly changing environment.
  8. Ability to prepare and maintain the program's budget.
  9. Ability to effectively manage and lead change within a complex organization from inception to implementation.
  10. Broad knowledge of the principles of the recreation, rehabilitation, social work, spiritual and religious care and complementary care disciplines.
  11. Broad knowledge of geriatric/gerontological principles.
  12. Knowledge of community resources.
  13. Ability to effectively communicate, both verbally and in writing, at the management level.
  14. Proficient in the use of various computer applications such as Microsoft Office Suite (e.g., Word, Excel, PowerPoint and Outlook).
  15. Knowledge of applicable legislation as well as provincial and municipal policies concerning such legislation (e.g. Long-Term Care Homes Act).
  16. Familiarity with government legislation in the area of Occupational Health and Safety, Freedom of Information and Protection of Privacy, and Long Term Care service and programs delivery.
  17. Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.


As a condition of employment with the Long-Term Care Homes & Services Division, selected candidates will be required to provide a satisfactory Police Reference Check (PRC) with vulnerable sector screening, tuberculosis screening and proof of immunization in accordance with the Fixing Long-Term Care Act, 2021 (O.Reg. 246/22).

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City's commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City's Hiring Policies and Accommodation Process.

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* Ladders Estimates

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