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Director of Programs and Client Services

Job Title:

Director of Programs and Client Services

Organisation Name:

Lions Foundation of Canada Dog Guides


Oakville, ON  CANADA

Contact at organisation:

Bev Crandell



Job Type:

Phone Number:

+011 905.842.2891


152 Wilson Street


+011 905.842.3373





Postal Code:

L6K 0G6





Brief Job Description:

Reporting to the CEO, LFCDG is seeking a Director of Programs and Client Services to lead a passionate team of staff and volunteers responsible for all aspects of high quality client/dog matches including: the application process; client acceptance; in-house client housing/food facilities; training; and follow up experiences.   The position is part of the Sr. Management Team providing strategic input, and tactical and planning expertise that supports program development and capacity building.  We are looking for an individual who can provide strategic and thought leadership as the organization is developing a new strategic vision focused on enhancing quality and investing for growth through strategic partnerships and collaboration.

LFCDG is in the midst of an exciting opportunity.   We are building a leading edge, client centered, new facility that aspires to be best in class.  The Director of Programs and Client Services will play a key role in shaping the project and ensuring the build reflects best design thinking to support the needs and interests of our clients.

Job Description:


Key Responsibilities:

Client Services:

  • Provide oversight of all customer services including investigating and solving problems, and adhering to customer service standards
  • Develop and implement customer service standards
  • Monitor and measure results of customer service programs and activities as related to strategic outcomes
  • Develop and implement client /dog training class programs and schedules based on annual operational plan including apprentice program
  • Manage apprentice program and development opportunities for staff to support growth and excellence
  • Oversee, develop, and monitor policies and procedures to ensure adherence to ADI and IGDF accreditation programs


Strategic Leadership:

  • Develop annual team operational plan & budget aligned with the LFCDG strategic plan and resources
  • Employ a variety of measurement strategies to evaluate results and future investment of resources
  • Partner and collaborate with cross-functional teams to diagnose issues, align processes and recommend enhancements 
  • Build and maintain strategic relationships and partnerships that benefit LFCDG’s programs and services
  • Contribute as a thought leader within the dog guide and client service sectors


Human Resources:

  • Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
  • Manage staff performance and development goals
  • Support managers and supervisors to be fully trained on all aspects of people management and planning including: recruiting, retaining, training, mentoring, and motivating staff
  • Mentor and develop staff using a supportive and collaborative approach on a consistent basis
  • Monitor workload and processes and ensure efficiency
  • Assign staff to projects and functions, monitoring and guiding results
  • Evaluate volume and staffing requirements according to the annual plan


You will bring to the opportunity:

  • An undergraduate degree in a related discipline
  • Strong preference for 5 year post instructor qualification from an organization accredited by ADI or IGDF
  • Proven experience working and managing and in the disability sector
  • Knowledge of service delivery programs and practices is required
  • Knowledge of training & development in adult education is an asset
  • Knowledge of accessibility legislation, standards and best practices related to areas of responsibility
  • Demonstrated planning, evaluation and project management experience
  • Minimum 5 years as a Senior Manager in a related role with experience in growing, managing, mentoring and inspiring internal teams
  • Demonstrated ability to think and plan strategically and manage tactically
  • Excellent organizational, planning and time management skills, including handling multiple, concurrent and diverse tasks
  • Ability to use discretion, judgment and tact in handling sensitive/confidential information/situations
  • Experience working directly with a volunteer Board of Directors
  • Excellent written, verbal and listening communication skills
  • Excellent interpersonal, networking and strategic relationship-building skills to influence and develop constructive working relationships with a wide range of persons and organizations
  • Strong leadership skills
  • High degree of professionalism and integrity
  • Technical literacy in the MS Office, as well as various internet research tools 



Posting Date:

July 13, 2020

Closing Date:

July 31, 2020