Vice President, Client Care and Experience – LOFT Community Services

LOFT Community Services

LOFT Community Services is one of the largest community service providers in Ontario, supporting people facing a combination of mental and physical health challenges, addiction issues, poverty, and/or homelessness. They build customized supports that specifically address a person’s needs and offer them for as long as they’re needed. As one of the largest mental health service providers in Ontario, LOFT works with all major, local hospitals where they operate. Along with 250+ leading partners, they provide internationally accredited, community-based support and housing to people facing the most complex of needs.

LOFT is a values-driven organization with a deep belief that each person has the ability to grow and change. Most importantly, each person deserves the opportunity to do so. They embrace the individual needs and aspirations of each client and encourage mutual support within their programs to enable each client to attain their potential.

LOFT clients become part of a community where they are accepted without judgment. In addition, their housing programs provide safety, security, and a sense of belonging. If someone has felt excluded or different, finding acceptance can be a powerful therapy. LOFT is a place for recovery and growth within a supportive community.

Vice President, Client Care and Experience

The Vice President, Client Care and Experience reports to the Chief Client Care Officer and is responsible for the operational leadership of client care across LOFT’s supportive housing, specialized services, complex care, and home care portfolios. As the operational leader for all client-facing programs, the Vice President will ensure the delivery of safe, high-quality, person centred services that align with organizational priorities, best practices, and applicable regulatory and accreditation requirements.

The Vice President will play a critical role in translating LOFT’s client care strategy into integrated operational execution, driving consistency, innovation, continuous improvement, and measurable outcomes across service lines. Working closely with the Chief Client Care Officer, senior leadership colleagues, and cross-functional teams, the Vice President will strengthen coordinated care delivery, workforce readiness, service quality, risk preparedness, and system alignment across the organization.

The Vice President will be responsible for strategic leadership, people leadership, innovation and continuous improvement, client and caregiver experience, resource management, service delivery standards, quality and professional practice oversight, operational risk management, emergency preparedness, and funder and stakeholder accountability. The role will also provide leadership in advancing LOFT’s client experience standards, strengthening service delivery audit and oversight processes, supporting budgeting and forecasting, and ensuring client care operations are positioned to meet emerging needs across health, housing, and social services environments.

The Candidate

The ideal candidate will possess a combination of the following skills and experience.

• Minimum of 10 years’ related experience in progressive leadership roles, including at least five years of senior leadership experience within a community or health care environment.
• Master’s degree in a regulated health or social service profession, education, or equivalent required.
• Current registrant in good standing with a recognized regulatory college, such as the College of Social Workers and Social Service Workers, College of Nurses of Ontario, College of Occupational Therapists of Ontario, or equivalent.
• Extensive knowledge of the social and health services field, including trends, community needs and issues, funding and grant sources, regulatory frameworks, and front-line service delivery systems.
• Knowledge of supportive housing, complex care, seniors’ services, personal support services, mental health, substance use, and home care.
• Comprehensive knowledge of relevant legislation and regulatory requirements.
• Demonstrated experience supervising senior-level staff and building leadership capacity across complex teams.
• Strong ability to communicate, influence, and build alignment across multiple stakeholders, including clients, families, staff, partners, funders, government, and sector leaders.
• Proven ability to develop, direct, and evaluate service provision, including new models of care that respond to client, community, and organizational needs.
• Skilled in project and change management, with the ability to guide teams through evolving priorities, new initiatives, and service transformation.
• Strong problem-solving, analytical, and critical thinking skills, with the ability to assess complex situations and develop practical, values-aligned solutions.
• Excellent leadership skills, coupled with a clear vision for program delivery, service excellence, accountability, innovation, and continuous improvement.
• Demonstrated commitment to equity, anti-racism, diversity, inclusion, cultural humility, and respectful, collaborative leadership.

Candidates will be collaborative, mission centred leaders who bring integrity, accountability, sound judgment, and a deep commitment to LOFT’s mission and goals. They will be able to foster a healthy, inclusive culture; build trust across diverse audiences; and advance high-quality, person centred care through shared accountability, evidence-informed decision-making, and strong operational execution.

Candidates will have a commitment to embracing and valuing diversity, equity, and inclusion; working with a multicultural workforce; demonstrating cultural humility in all interactions; and supporting LOFT’s mission of serving people with complex health challenges, addictions, poverty, and other barriers to stability and well-being.

To express your interest in this exciting opportunity, please submit your cover letter and resume in confidence. For additional information contact Natalie Woods at natalie@miramsbecker.com.

Loft Community Services and Mirams Becker Inc. are equal-opportunity employers committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage, and celebrate diversity. We are committed to providing accommodations throughout the recruitment process. If you require accommodation, please notify us and we will work with you to meet your needs.