Outpatient Clinical Manager at Casey House – Toronto, Ontario

About the Opportunity:Reporting to the Director of Clinical Services - the Outpatient Clinical Manager provides day-to-day operational and clinical leadership for Casey House’s interdisciplinary Outpatient team, who work to deliver comprehensive, wrap-around care to clients living with or at risk of HIV. This role is accountable for team performance, client flow, quality of care, and staff development.

The Outpatient team consists of: Registered Nurses, Social Worker/Social Services Workers, Mental Health Clinician, Physiotherapy, Massage Therapy, Recreational Therapy, Harm Reduction Workers (Supervised Consumption Services), Program Assistant and Clinical Students.

More specifically, your responsibilities in this role will entail, but are not restricted to:

Clinical Leadership & Coordination

Provide day-to-day, rapid-response leadership and in-the-moment clinical oversight for staff within the outpatient program, with a focus on de-escalation, relationship-building, and supervisory direction during incidents and emergent situations.Assign and redeploy team members in real time to manage client flow, respond to safety incidents, and ensure coverage for high-acuity presentationsDirectly supervise outpatient staff, including responsibility for performance management, coaching, and accountability to organizational standards.Support coordination and optimization of client care, ensuring alignment with trauma-informed, harm reduction, and anti-oppressive principles.Co-develop, implement, and evaluate clinical protocols and practice guidelines.Design and lead structured onboarding for new hires.Provide ongoing feedback and continuous learning for outpatient team members to support development and performance. Analyze and report service trends and lead team-level quality improvements.

Client & Staff Support

Alongside the director, act as a senior nursing clinician and resource to support staff in managing complex client needs.Lead incident reviews and follow-up processes, including root cause analysis, staff debriefing, and mitigation plans.Oversee access reviews and make recommendations regarding client access modification or reinstatement based on safety assessments.Serve as the escalation point for client complaints and conflict resolution.Participate in case conferences, care planning meetings, and interdisciplinary rounds.Support integrating mental health and addiction services into the outpatient program through coordination of internal and external services when working with complex cases. This includes aligning care planning across disciplines, facilitating timely referrals, and improving continuity between community-based providers and Casey House clinicians.Demonstrated knowledge of collective agreements, labor relations, and unionized work environments

Leadership & Risk Management

Collaborate with the director on critical incidents, including documentation and communication with executive leadership.Lead interdisciplinary huddles and debriefs following safety-related incidents or operational disruptions.Collaborate on continuous quality improvement initiatives, including audits, case reviews, and program evaluations, in collaboration with the director.Identify opportunities for service enhancement and support the implementation of evidence-based interventions.Support the onboarding, orientation, mentorship, and professional development of new and existing staff.Work with interdisciplinary team members to review and address client concerns and service gaps.

Operational & Administrative Duties

Maintain staff scheduling, workflow optimization, and workload planning.Serve as an integral member of the team, contributing to the reimagining of client care.Engage in continuous improvement efforts, ensuring that care evolves to meet clients' changing needs and healthcare trends. Support program planning, evaluation, and reporting in collaboration with leadership.Contribute to developing policies and procedures that enhance client outcomes and staff effectiveness.Serve as a liaison between frontline staff, leadership, and external community partners to ensure seamless service delivery.

About You:Education and ExperienceCurrent Registration and in good standing with the College of NursesBachelor's Degree in Nursing (BScN) required; Master’s Degree in Nursing or related field preferred.Minimum of five (5) years of experience in a community or mental health setting, including two (2) years in a leadership or mentorship role.Demonstrated skills in de-escalation and crisis intervention in high-acuity or community-based settings.Experience in harm reduction, HIV care, mental health, addictions, and community health is required.Familiarity with trauma-informed, anti-oppressive, and equity-based care models.Experience working with clients who use substances, people experiencing homelessness, and those with complex mental health needs.Experience working with populations living with or at risk of HIV, along with an understanding of the social determinants of health that affect these communities, such as homelessness, food insecurity, and unemployment. Experience working with diverse and historically marginalized populations, including racialized, Indigenous, or 2SLGBTQIA+ communitiesExperience providing case management and advocacy in community-based settings, prioritizing client empowerment.Excellent communication, advocacy and interpersonal skillsAbility to work independently and prioritize tasks.
Technical SkillsStrong leadership and problem-solving abilities in a fast-paced healthcare setting with a commitment to improving client care and fostering a supportive work environmentAbility to analyze service delivery trends, recommend improvements and implement changes.Competence in electronic health records, clinical documentation, and data analysis.Knowledge of best practices in harm reduction, withdrawal management, and crisis intervention.Strong knowledge of clinical best practices, client safety, and quality improvement methodologies. Familiarity with EPIC EMR is a valuable asset.Strong working knowledge with Microsoft Office 365 Suite.
Additional Skills and CompetenciesStrong leadership and problem-solving abilities in a fast-paced clinical practice setting.Experience supervising, coaching, and performance-managing clinical staff from various specializations.Strong de-escalation and crisis intervention skills. Ability to lead through change, support staff wellbeing, and address burnout and moral distress.Ability to analyze service delivery trends, recommend improvements, implement changes, and evaluate effectiveness.Competence in electronic health records, clinical documentation, and data analysis.Excellent attendance and punctuality are essential
About the Benefits:Participation in Healthcare of Ontario Pension Plan (HOOPP)Annual amount of $1500 for approved professional development requests. Competitive personal entitlement plan (Vacation, Personal Days, Floater Stat holidays, Sick days).Comprehensive benefits provided by Beneva, including extended health, dental, life insurance, and LTD coverage24/7 access to Employee and Family Assistance Plan

Casey House is committed to providing accommodation in all parts of the hiring process. If you require an accommodation, please notify us, and we will work with you to meet your needs.