Job Description: Support Service Manager

Purpose of the Role

The Support Service Manager at Maplewood House oversees the day-to-day operations of the support service departments that contribute to high-quality resident care and an excellent living environment. This role ensures that food services, housekeeping, laundry, and environmental services are delivered safely, efficiently, and in compliance with applicable legislation, health and safety standards, and organizational policies.

The Support Service Manager upholds the Maplewood Care Society Mission, Vision, and Values, follows established policies and procedures, and works in compliance with applicable legislation, codes, and regulations. The manager participates actively in supporting a culture of safety and well-being for residents, clients, staff, and visitors, ensuring that all support services contribute positively to residents’ comfort, dignity, and quality of life.

Reports To

Reports to the CEO or Director of Care/Operations and works closely with clinical, administrative, and operational leadership teams to ensure alignment with Maplewood Care Society’s strategic objectives and standards of resident care.

Duties and Functions

Operational Planning & Administration

• Develop and participate in operational plans, goals, and action plans consistent with Maplewood House’s mission and strategic plan.
• Gather, track, and analyze performance indicators, surveys, and metrics, report findings to the management team.
• Perform and/or delegate ordering, receiving, and procurement tasks, ensuring compliance with policies and procedures.
• Manage assigned budgets and resources, monitoring expenditures and minimizing waste.
• Establish and maintain inventory supply levels, using methods to reduce spoilage and loss.
• Maintain documentation and records in compliance with organizational and regulatory requirements

Team Leadership & Human Resources

• Lead, supervise, and engage teams in Food Services, Housekeeping, and Laundry to achieve organizational goals.
• Act as a role model for Maplewood Care Society’s values and leadership behaviors.
• Support recruitment, onboarding, and retention of staff; monitor staffing levels and performance.
• Participate in performance management, including hiring, disciplining, and where necessary, termination of staff.
• Participate in developing, implementing, and evaluating orientation, training, and educational programs for assigned staff.
• Facilitate departmental meetings and participate in broader community or leadership meetings, including Occupational Health & Safety initiatives.
• Collaborate with other departments for planning and delivery of special events, meals, and programs.

Service Delivery & Quality

• Plan and deliver seasonal menus compliant with regulations, residents’ nutritional and therapeutic needs, and facility expectations.
• Develop or adjust standardized recipes to ensure consistent, high-quality outcomes, including portion control, textures, and resident satisfaction.
• Ensure compliance with food safety, infection control, environmental cleanliness, and accident prevention standards.
• Oversee and operate kitchen, housekeeping, and laundry equipment safely and effectively.
• Implement contingency plans for service interruptions or emergencies.
• Participate in quality improvement initiatives to enhance resident services and operational efficiency.
• Perform all other duties as required.

Qualifications & Skills

Education & Professional Designations

• Graduation from a recognized program in Nutrition and Food Services Management.
• Member in good standing or eligible for membership with the Canadian Society of Nutrition Management (CSNM) and/or a Registered Dietitian designation.
• Food Safe Level 1 certification (mandatory); Level 2 considered an asset.

Experience & Leadership

• Minimum of two (2) years’ Support Services management and supervisory experience in a seniors housing or long-term care setting, including Food Services, Housekeeping, and Laundry.
• Experience managing unionized staff considered an asset.
• Demonstrated high standards for customer service, food safety, environmental cleanliness, and physical space standards.
• Solid understanding of infection prevention and control protocols within a long-term care environment.

Technical & Operational Skills

• Knowledge of and ability to operate kitchen, housekeeping, and laundry equipment safely and effectively.
• Solid working knowledge of Windows-based software, including Microsoft Word, Excel, Outlook, and related office equipment.
• Ability to push, pull, stoop, crouch, lift, and carry up to 50 lbs., and to work safely with cleaning products and equipment.

Organizational & Interpersonal Skills

• Ability to work independently with minimal supervision while managing multiple priorities.
• Strong organizational skills with the ability to handle multiple tasks concurrently.
• Maintains a professional appearance consistent with Maplewood Care Society standards.
• Proficiency in English (reading, writing, and speaking).

Compliance & Safety

• All successful applicants must pass a Vulnerable Sector Criminal Record Check in accordance with Provincial guidelines.

Job Type: Full-time

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