Director of Clinical Services

Upstream Ottawa Mental Health Community Support Director, Clinical Services

ICM & Clinically Intensive Services Portfolio

Position Summary

The Director, Clinical Services is a senior leadership role with equal authority and accountability to the Director, Operations & Community Programs. Reporting to the Executive Director, this role provides leadership for Intensive Case Management (ICM) and other clinically intensive service streams, and related initiatives requiring heightened clinical oversight and risk management.

In alignment with Upstream Ottawa’s Two-Director Management Model, the Director, Clinical Services focuses on clinical quality, practice standards, and service integrity, while working in close partnership with the Director, Operations & Community Programs to jointly steward organizational strategy, risk, staff wellbeing, and performance.

As a member of the senior management team in a small and growing organization, this role is both strategic and hands-on, requiring strong clinical judgment, people leadership, systems awareness, and comfort operating in complex, resource-constrained environments.

Authority and Accountability

• Holds equal authority to the Director, Operations & Community Programs as a senior Director.

• Reports directly to the Executive Director.

• Participates in joint decision-making with the peer Director and Executive Director on cross-organizational matters, including staffing, risk, budgets, strategy, and funder relationships.

• Shares collective accountability for organizational performance, reputation, and sustainability.

Primary Portfolio Focus

• Intensive Case Management (ICM)

• Clinically intensive and high-risk service streams, including court-involved and system-embedded clients

• Program reporting, evaluation and Clinical practice standards across the organization as required

Core Mandate

• Ensure clinical quality, safety, and service integrity

• Lead practice governance, risk management, and ethical decision-making

• Strengthen clinical supervision, workforce capacity, and continuity

• Support evidence-informed and culturally responsive practice across programs

Key Responsibilities

Clinical & Program Leadership (ICM Portfolio)

• Provide senior clinical leadership and oversight for ICM and other clinically intensive programs.

• Ensure fidelity to intensive case management standards, recovery-oriented practice, trauma-informed care, and culturally responsive service delivery.

• Guide the development, implementation, and continuous improvement of clinical models, pathways, and protocols.

• Provide consultation on complex cases, crisis response, and ethical decision-making.

• Lead or oversee clinical components of intake, assignment, service planning, and discharge.

Clinical Governance, Risk & Practice Integrity

• Lead identification and mitigation of clinical, safety, ethical, and practice-related risks.

• Ensure compliance with applicable legislation and standards (e.g., Mental Health Act, privacy legislation, funder requirements).

• Strengthen internal controls related to clinical documentation, decision-making, and accountability.

• Act as a backup and peer accountability partner to the Director, Operations & Community Programs on high-impact decisions.

Organizational & Systems Capacity

• Contribute to organizational strategy and program objectives in collaboration with the Executive Director and peer Director.

• Translate strategic priorities into clinical practice and supervision structures.

• Strengthen systems that support high-quality care, including documentation, data collection, and reporting.

• Ensure clinical services adapt to evolving sector expectations and system-level change.

Research, Evaluation & Data-Informed Practice

• Oversee program monitoring, evaluation, and funder reporting related to clinical services.

• Ensure accurate collection and interpretation of data related to client flow, outcomes, safety, and service quality.

• Use data to inform practice improvements, risk management, and resource allocation.

• Support grant reporting and funder accountability by providing clinical metrics and analysis.

• Remain current on emerging research, policy, and best practices in community mental health and addictions.

Human Resources & People Leadership

• Provide direct supervision to direct reporters within the ICM and clinically intensive portfolio.

• Support workforce planning, recruitment, onboarding, performance management, and professional development.

• Promote staff wellbeing, ethical practice, and manageable workloads in high-intensity service environments.

• Address performance, wellness, and disciplinary matters collaboratively and consistently with organizational policy.

Community & Systems Engagement

• Serve as Upstream Ottawa’s clinical voice in system-level discussions with hospitals, justice partners, health providers, and funders.

• Support integrated service delivery across mental health, addictions, housing, justice, and health systems.

• Collaborate with the Director, Operations & Community Programs to ensure community-embedded and clinical services are aligned.

Technology, Systems & Innovation

• Demonstrate strong computer literacy and comfort using digital tools for clinical documentation, supervision, and reporting.

• Support effective use of electronic client information systems and data platforms.

• Collaborate with the peer Director to ensure technology adoption supports both clinical integrity and operational efficiency.

• Encourage practical innovation that improves service quality while reducing administrative burden.

Governance, Reporting & Stewardship

• Contribute to Board reporting related to clinical performance, risks, and outcomes.

• Support funder reporting and compliance in collaboration with the Director, Operations & Community Programs and the Director of Development & Communications.

• Participate in organizational planning, leadership discussions, and senior management decision-making.

Shared Responsibilities with Director, Operations & Community Programs

• Organizational strategy and planning

• Senior leadership and staff culture

• Risk oversight and mitigation

• Funder reporting and accountability

• Support to the Executive Director and Board

Qualifications

Education

• Master’s degree in Social Work accredited with the Ontario College of Social Workers and Social Service Workers (OCSWSSW)

• OR

• Registered Psychotherapist (RP) with the College of Registered Psychotherapists of Ontario (CRPO) and hold a Master’s level education

Professional Registration

• Registration in good standing with the corresponding relevant professional regulatory body.

Experience

• 5–7 years of progressive experience in community mental health and/or addictions.

• Demonstrated clinical leadership, supervision, and program management experience.

• Experience in small or growing non-profit organizations is a strong asset.

• Experience working with Black and other equity-deserving communities is an asset.

Core Competencies

• Collaborative leadership within a shared-authority Director model

• Strong clinical judgment and ethical decision-making

• Risk awareness and mitigation

• Ability to demonstrate experience with Research, Evaluation & Data-Informed Practices

• High computer literacy and openness to technology

• Clear, confident communication with staff, funders, and system partners

• Commitment to equity, cultural responsiveness, and trauma-informed care

Compensation & Benefits

• Salary $74,000/yr plus Vehicle & client allowance $6600/year
• Combined compensation: $80,600/year

• Health, dental and employer paid RSP contributions are additional benefits

Upstream Ottawa is an equal opportunity employer committed to diversity, equity, and inclusion. We encourage applications from Black, Indigenous, and racialized candidates, Francophones, persons with disabilities, members of the 2SLGBTQ+ community, and others with the lived experience and skills to engage with diverse communities.

Job Types: Full-time, Permanent

Pay: $80,600.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Life insurance
• Mileage reimbursement
• On-site parking
• RRSP match
• Vision care

Work Location: In person