Job Description

The Service Coordinator is responsible for scheduling and coordinating client services. The Service Coordinator works closely with the Intake Specialist and the Client Services Supervisor to ensure all client satisfaction. The incumbent is the direct contact with clients managing all of their scheduling and coordination needs. The Service Coordinator has the ability to communicate with various levels within the organization in a clear and concise manner. The Service Coordinator works closely with Customer Service and the Service Coordination team, and leads by example, demonstrating professionalism and enthusiasm in all dealings.

We are looking for:

A full-time permanent Service Coordinator

Hours of Work:

34 hours/week. Sunday-Wednesday 12:30 pm-8:30 pm and Friday 1:30pm-8:30pm. This is a hybrid work from home role.

Reports to:

Supervisor, Client Services



Responsibilities



Coordination and Scheduling



Assigned to a specific geographic area the Service Coordinator is responsible for the coordination and scheduling of client service plans. Reviews client service plan with objective to establish priorities and to develop a scheduling plan. Continually review PSW schedules with the objective to optimize efficiency. Works closely with the Manager, Intake Specialists and Client Services Supervisors to ensure excellence and manage client expectations. Develop, manage, and update service delivery schedules based on the needs of the clients. Document and provide information required by the service delivery team that will ensure the provision of efficient and excellent service.

Customer Service



Build a trust-based relationship and develop rapport with staff, clients and family members in order to ensure we meet their needs and resolve concerns in an efficient and transparent manner. Effectively meet all client services requirements in a courteous and professional manner by efficiently providing accurate information. Proactively trouble shoot problems, deal with difficult situations, and escalate to Intake Specialist, CSS and or management. Receive and respond to customer inquiries and contacts (telephone, written and email) as per departmental and organizational expectations.

Information Management and Reporting



Complete all relevant paperwork in a timely and accurate manner. Document information in the electronic record in accordance to departmental policies and procedures and legislation. Ensure all client, funder and personnel information is up to date in the information management system and documented in accordance to departmental policies and procedures and legislation. Provide notification to all stakeholders (Service Delivery staff, funders - LHIN) as required. Check and respond to modes of communication (voicemail, email, calendar) as per organizational and department expectations.

Team Building and Leadership



Actively participate in team initiatives and meetings. Build support for agency vision and departmental goals/objectives by communicating, collaborating and leading by example. Build rapport with team members to ensure a high performing team. Look for daily opportunities to highlight the connection between overall strategy and day-to-day activities. Provide consistent communication and feedback to Client Service Manager. Act as a change agent to positively encourage others and manage change.

Management of Relationships with Internal and External Partners



Actively participate in the Client Services Team, collaborate with, and provide solutions/support to team members and senior member in the department to achieve strategic goals and objectives. Collaborate and proactively work with external partners, LHIN, Baycrest, government agencies and other suppliers, as required. Provide customer support to internal and external customers. Lead by example and demonstrate the organizational values in all personal behaviours.

Continuous Improvement



Review Intake processes to identify opportunities for improvement, develop solutions, and collaborate within the Client Service's team to take action. Participate in quality improvement activities with the Client Service Centre. Participate in client satisfaction initiatives that continuously improve quality levels.

Risk, Health and Safety Management



Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38). Participating in health and safety processes and procedures Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being Participating in all health and safety training initiatives on a regular basis. Taking proactive action against client incidents within your scope of practice. Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies Assessing the severity of an adverse client safety/risk event and determining the best follow-up and developing an action plan following the event. Collaborating with funder (ex. HCCSS) and following any additional processes as required. Calling emergency services (911) when the client is at an immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm. Evaluating any potential hazards and identifying clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence. Reporting all safety events impacting clients, caregivers and families in a timely and honest disclosure.

Qualifications



Post secondary education in a health-related field preferred. One year experience in community health care service coordination. Additional language skills are an asset. Extensive knowledge of community resources and support. Excellent telephone, interpersonal and customer service skills. Excellent verbal communication skills. Strong written communication. Excellent organizational and time management skills. Ability to work in a high pace environment and handle stressful situations. Ability to use good judgment in assessing difficult situations. Ability to perform routine work independently. Knowledge of general office practices, procedures, standards, and medical terminology preferred. Proficiency in a Microsoft Office software environment preferred

Additional information



Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Metis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.



We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.



We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Only applicants who are selected for an interview will be contacted.



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