Manager, Community Support and Information

Job Overview

The Manager, Community Support and Information is responsible for end-to-end management of Parkinson Canada’s client support services. This includes overseeing a multi‑channel helpdesk model that integrates people, clinical and non‑clinical expertise, automation, and supporting systems to deliver high‑quality, consistent, and scalable information and navigation services.

The role leads service operations, systems and process management, workforce planning, quality assurance, knowledge enablement, and performance management. The Manager also ensures community‑facing communications related to support services are accurate, consistent, and aligned with operational capacity across teams and channels.

• Oversee the Support and Information service operating environment, including the helpdesk platform (e.g., Zendesk or similar), in collaboration with digital/technology partners
• Convert service workflows, quality standards, role/escalation models, and staffing approaches into clear requirements for system configuration, automation, and reporting
• Ensure the system supports a hybrid model that combines automation and non‑clinical navigation with clinical/specialist escalation for higher‑risk inquiries
• Monitor demand, workload distribution, and performance using dashboards and service data
• Identify operational risks and bottlenecks, and lead improvements that strengthen quality and scalability

• Provide direct people leadership for the S&I team, including workload planning, scheduling, coaching, and performance management
• Define roles and protocols to ensure appropriate use of clinical versus non‑clinical expertise, supported by clear escalation pathways
• Build team capability through structured onboarding, training, and ongoing support
• Foster a compassionate, accountable, and quality‑focused team culture

• Establish service quality standards, protocols, and performance indicators
• Oversee quality assurance practices (e.g., case review, documentation standards, and data integrity)
• Drive a consistent client experience across channels through monitoring, feedback, and targeted improvements
• Ensure service delivery aligns with privacy, risk management, and organizational policies

• Collaborate with Knowledge Management to ensure the S&I knowledge base supports frontline work, escalation pathways, automation, and client‑facing platforms
• Contribute service data and operational insights (including emerging trends) to inform content prioritization, maintenance, and improvements
• Collaborate closely with the Peer Support team to align service workflows and escalation pathways, ensuring seamless navigation and coordinated client support

• Bachelor’s degree in a relevant field, or an equivalent combination of education and experience
• Minimum 5 years’ experience in client services, information and referral (S&I), helpdesk/contact centre, or navigation services
• Demonstrated experience managing service operations (people, workflows, and performance)
• Experience working in complex service environments with multiple channels, roles, and/or escalation pathways
• Experience partnering on service technologies, automation, or digital platforms (hands‑on technical configuration not required)
• Robust operational judgment, including using service data to inform planning and continuous improvement
• Experience in health, social services, or community‑based organizations is an asset

Parkinson Canada is committed to providing an inclusive, barrier‑free experience for applicants. Accommodation is available upon request throughout the recruitment, selection, and assessment process. Should you require accommodation please contact us at .

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

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