Company Description Central Toronto Youth Services (CTYS) is a community-based, accredited Children’s Mental Health Centre that focuses on supporting many of Toronto’s most vulnerable youth. The organization provides a range of mental health services designed to foster resilience, well-being, and positive outcomes for young people. CTYS works collaboratively with community partners to ensure accessible, evidence-informed support. Team members are part of a mission-driven environment that values inclusion, advocacy, and client-centered care.
Role Description The Client Services Manager is a full-time, hybrid role based in Toronto, ON, with a combination of on-site and work-from-home responsibilities. This position oversees the delivery of client services, ensuring that youth and families receive high-quality, timely, and coordinated support. Day-to-day tasks include supervising front-line staff, monitoring service quality and client satisfaction, managing caseload allocation, and resolving service-related issues and escalations. The role involves analyzing service data and feedback to improve programs, collaborating with clinical and administrative teams, and supporting the implementation of policies and best practices. The Client Services Manager also participates in community outreach, contributes to strategic planning, and promotes a respectful, inclusive environment for clients and staff.
Qualifications
- Demonstrated expertise in Client Services and Customer Service, with a strong focus on youth- and family-centered support.
- Proven ability to drive Customer Satisfaction through responsive service, issue resolution, and continuous improvement.
- Strong Communication skills, including clear verbal and written communication and the ability to build trust with diverse stakeholders.
- Advanced Analytical Skills to interpret service data, identify trends, and recommend practical solutions.
- Experience in mental health, social services, or community-based programs working with youth or vulnerable populations.
- Leadership experience supervising staff, coordinating workflows, and fostering a collaborative team culture.
- Post-secondary education in social work, psychology, counseling, or a related human services field, or equivalent combination of education and experience.
- Ability to work effectively in a hybrid environment, manage competing priorities, and maintain confidentiality and ethical practice.
