Manager, Rehabilitation Services

Opening date
Closing date
Alberta and NWT
Calgary or Edmonton, AB
Job description

Under the direction of the Executive Director, Vision Loss Rehabilitation Alberta and Division, Alberta/NWT, this position supervises Regional Rehabilitation service staff in the delivery of Vision Loss Rehabilitation services.  Supervisory responsibilities include staff resourcing, performance planning, assessment and development, work assignments and monitoring of caseloads and outputs.

Duties include but are not limited to:
  • Implement a service delivery plan for the Alberta and NWT region and establish goals for service outcomes, measures of performance and standards. 
  • Implements through the service staff any required new practices/protocols in key service areas
  • Responsible for the efficient use of client service resources across all regional communities while meeting client needs
  • Monitors service delivery using Client Relationship Management software (EVRR)
  • Provides regular feedback to all VLRA staff on statistics entered into EVRR
  • Monitors waiting lists for the region
  • Maintains quality assurance and standards of service
  • Monitors and maintains privacy and confidentiality practices, in accordance with provincial, national, and organizational standards.
  • Develops and monitors department operating plans and budgets within the region in accordance with management directions and standards
  • Identifies the educational and training needs of service staff and assists in the development of staff training workshops and seminars
  • Conducts staff meetings on a regular basis
  • Provides reports ensuring accountability for program delivery and associated costs
  • Develops and maintains continued liaison with new and establish consumer groups, service clubs, other agencies and blindness organizations, media, funding sources, the general public, community professionals and volunteers
  • Responsible for reporting to funders and stakeholders
  • Provides conflict resolution when appropriate and addresses all client complaints with the utmost standard of customer service
  • Provides support, supervision and development to specific rehabilitation teams
  • Assists with the coordination of staff events and client facing events
  • Coordinates with CNIB Foundation employees and management when required.
Knowledge and Skill Requirements: 
  • Working knowledge of service protocols, standards and practices
  • Demonstrated people management skills
  • Experience with service delivery planning and execution
  • Client service delivery experience
  • Experience with remote supervision of staff
Key Competencies:
  • Service Delivery Assessment - the ability to balance understanding of client expectations and the service delivery implications of meeting those expectations when making decisions/setting priorities for using organizational resources to deliver service. 
  • Customer Service Leadership – ability to instill a commitment on attaining the highest level of service provided to clients / customers
  • Standards and Accountability – the ability to direct, coach and mentor staff in achieving established standards.
  • Action Oriented – a self-starter with an ability to prioritize daily, weekly and monthly objectives.
  • Group Leadership – exemplifies leadership qualities in a group setting in order to achieve results.
  • Change Agent - the ability to orchestrate change amongst a staff team to meet evolving and developing expectations within the organization.
Experience and Education:
  • Bachelor’s degree in one of the Human Services, Health Sciences, Rehabilitation, or equivalent
  • Master's degree in related field would be considered an asset
  • Minimum 5 years’ experience supervision/management role with experience in program development and multi-disciplinary service delivery
  • Excellent communication skills (both written and oral)
  • Strong organizational, planning and interpersonal skills, including the ability to manage multiple projects at a given time
  • Ability to work independently under general direction according to broad objectives
  • Ability to lead others in a supportive manner and function as part of a multi-disciplinary team member
  • Knowledge of community resources available
  • Knowledge/experience with vision loss and rehabilitation is an asset
  • Preference to individuals with discipline training specific to CNIB rehabilitation services.
Working conditions
  • Regular travel will be required throughout the province and at times to NWT.
  • Distance supervision of direct reports may be required.
Application and contact information

VLRC strives to establish and maintain an inclusive workplace and believes that the diversity of our workforce is an invaluable asset. VLRC is committed to following recruitment and selection practices based on merit, transparency, accessibility and inclusion ensuring that all candidates are given a fair opportunity for employment with VLRC.

To help ensure that this commitment is met, VLRC is committed to working with all candidates that require an accommodation. If you require an accommodation, please let us know what accommodation you require and VLRC will work with you to meet your needs at every stage of the recruitment and selection process.

For more information or to submit your resume, please contact

Please send cover letter and resume, and mention how you learned of this position.

Please note that the successful candidate will be required to pass a standard Criminal Record Check.

We thank all applicants for their interest in VLRC, however, only those selected for an interview will be contacted.