Community Support Coordinator

About Us At the Kelowna Women’s Shelter (KWS), we are dedicated to creating safe and equitable communities, free from abuse. Our mission is to empower women and children, breaking the cycle of domestic abuse. Our core values guide our work: Feminist / Women-Centered Approach: We prioritize equity and equality, countering oppression and control. Excellence: Evidence-based programs and practices support staff and reduce vulnerability. Collaboration: We share knowledge and seek input from partners. Empowerment: Women are experts in their own lives; we provide choice and encouragement. Safety: Emotional and physical safety is fundamental. Integrity: Consistency between actions, values, and practices defines our leadership. Summary Reporting to the Director of Program and Impact, the Community Support Coordinator will: Manage the day-to-day operations of the Community Support Team. Oversee and coach the Community Support team within a non-unionized environment. Create and update policies and procedures and processes for the Community Support Program as needed. Key Responsibilities Service Delivery The position will play a pivotal role in ensuring the safety, well‑being, and empowerment of women and their children accessing the Community Support Program. Here are the key responsibilities within the delivery service area: Collaboration and Gap Identification Work closely with the Director of Programs and Impact, Program Managers and Supervisors – Kelowna and West Kelowna to identify gaps in services and client risk assessment. Responsible for the day‑to‑day expectations of support work, creating a safe, caring, and nurturing environment for women and their children. Collaborate with Community Partners to ensure service delivery and women’s goals are met. Essential Needs Provision Ensure that all program participants are safely connected to resources such as financial assistance, food, shelter, domestic violence support programs and all KWS programs and dignity is upheld. Referral Suitability Assessment Periodically review and assess the suitability of internal and external referrals for women seeking assistance. Evaluate the effectiveness of referrals to ensure optimal support. Ensure eligibility and referrals are handled with a trauma‑informed, response based and harm‑reduction approach. Assessment and Referrals Review and approve assessments for internal or external program suitability. Reporting and Documentation Maintain accurate and timely records and documentation. Ensure Community Support team completes accurate and timely records and documentation Program Evaluation Continuous evaluation of effectiveness, efficiency, accessibility, and satisfaction of our program participants. Responsively address women’s requests and concerns, consulting with the Director of Programs and Impact and the Community Support team as needed. Service delivery is based on an inclusive, trauma-informed, response based and harm‑reduction approach. Case Management Provide short term case management services to women who are experiencing domestic abuse based on a women centered approach. This service includes: Intake: gathering demographic information, identifying specific immediate needs of the woman, establishing/building a relationship with the woman and determining eligibility for our services & programs. Needs assessment: understanding the needs and goals of the individual woman by identifying/understanding the key problems, needs, and interests of the woman; establish the communicated goals of the woman with all relevant stakeholders; reassess needs periodically through the process. Service planning: putting a plan in place to meet the goals/needs of the woman including actionable steps to take, keeping in mind that they are realistic and achievable, develop a timeline of tasks to be completed and establish metrics to measure success. Monitoring and evaluating established metrics and ensuring quantified data is used in evaluating success. Leadership The position’s leadership is instrumental in fostering a positive and collaborative environment. Here’s how the position contributes: Policies and Procedures Create and update Community Support Program policies and procedures as needed. Team Meetings and Training Organize and lead regular team meetings in consultation with the Director of Programs and Impact. Identify both in‑house and external training requirements to enhance team capabilities. Cross‑Program Collaboration Facilitate a strong and supportive relationship between the Community Support Team and other programs, departments, leadership teams, formal and informal community partners and volunteers. Collaborate with Supervisors and Managers to ensure consistent policies and procedures, and onboarding and training for Community Support Team, with possible adjustments specific to the different facilities. Community Engagement Represent the organization by attending relevant community meetings and tables as requested. Provide KWS & Community Support Program presentations to community as needed. Management Community Support Team supervision: Set clear expectations for team members. Regularly review progress, provide feedback, and offer guidance. Hold team members accountable for their responsibilities. Ensure that all coaching conversations are clearly documented. Effective Communication: Balance active listening with clear and accurate communication. Influence the team positively and keep them informed. Documentation and Confidentiality: Ensure that file documentation is maintained professionally and confidentially. Adhere to standards set by KWS, funders, and the sector. Human Resources and Team Management The position will play a crucial role in ensuring the efficient operation of the Community Support Program and Team. Here are the key responsibilities related to human resources and team management: Scheduling and Monitoring: Responsible for scheduling and monitoring the Community Support team. Approve time sheets, lieu timesheets, vacation requests, sick time, and other related requests. Onboarding and Training: Participate in the development of onboarding processes for the Community Support. Oversee the onboarding and training of new Community Support team members. All team members will receive training as per contract deliverables. Performance Expectations and Reviews: Maintain documentation related to ongoing performance expectations and goals. Ensure that the Community Support team demonstrate appropriate levels of client services and maintain accurate documentation. Conduct regular performance reviews for team members and document check‑ins of Community Support team members. Recruitment and Administration: Responsible for recruitment, coaching, disciplinary actions, and dismissals. Financial Resources and Budget Management Budget Oversight: Oversee the Community Support annual budget in consultation with the Director of Programs and Impact. Budget Maintenance: Work closely with the Director of Programs and Impact to ensure that the approved budget is adhered to and maintained within the specified budgetary constraints. Ensure financial resources are allocated effectively to support the Community Support operations. Competencies Effective Communication: Communicate clearly and concisely, both in writing and verbally. Decision-Making and Critical Thinking: Make informed decisions under pressure. Flexibility and Calmness: Remain composed during challenging situations. Continuous Improvement: Foster a culture of learning and growth. Change Leadership: Ability to lead and guide the team through organizational changes, fostering a positive and adaptive culture. Inspire confidence and commitment among staff during periods of transition. Time Management: Efficiently manage tasks and priorities. Interpersonal Skills: Build positive relationships with team members and stakeholders. Coaching and Mentorship: Support team development. Diversity and Inclusiveness: Embrace diversity and promote an inclusive environment. Conflict Resolution: Handle conflicts constructively. Collaborative Relationships: Work effectively with others. Positivity, Integrity, and Honesty: Uphold ethical standards. Meeting and Procedure Planning: Thoroughly plan and execute meetings and procedures. Decisiveness: Make timely and well‑informed decisions. Skills and Qualifications Diploma in Human Services or related field required. Degree in Human Services or related field preferred. Minimum 2 years of related experience preferred or a combination of experience working in the social services sector with vulnerable populations and education. Knowledge of, or experience with, Response Based Practice. Intermediate First Aid Certification, and ASIST Training. Access to a reliable vehicle and willingness to meet participants off site when required. Experience and Knowledge Demonstrate previous experience in documentation, client support, program implementation, reporting, and evaluation. Have a strong understanding of external services and systems available to women (and children) experiencing domestic abuse. Cultural Competence: Engage with diverse populations in a respectful and culturally responsive manner. Understand the unique needs of different communities. Crisis Management: Be capable and comfortable handling crisis situations. Think quickly and provide expert guidance during complex or critical events. Demonstrate effective change management skills to lead and adapt to evolving circumstances in our growing organization. Interpersonal Communication Skills: Exhibit excellent oral and written communication skills. Foster positive relationships with the women and children, team members, and external partners. Computer Proficiency: Possess excellent computer skills, including proficiency in Microsoft Office and client management systems. Judgement and Decision Making Contextual Decision-Making: Administer good judgment within the context of established policies, directives, regulations, and collective agreements. Resource Monitoring: Monitor financial and human resources in consultation with the Manager, Programs – Kelowna as required. Impact Prevention Make decisions that prevent negative impacts on the organization, board members, and the delivery of board programs and services. Contacts Regular and Consistent Contacts: Engage in regular communication with assigned team members/team member groups and committee(s) for information exchange and issue resolution. Community Engagement: Maintain ongoing contact with external community organizations and groups. Coordinate activities, improve services, exchange information, and resolve issues collaboratively. Working Conditions Strict Deadlines: Expect time‑sensitive tasks that require prompt completion. Multiple Demands: Juggle various responsibilities simultaneously. Frequent Interruptions: Be prepared for interruptions during your work. Exposure to Suffering: You’ll witness the pain and suffering of women and children, which can be emotionally challenging. Mental & Physical Effort Concentration: Engage in tasks requiring sustained focus. Multi‑Sensory Work: Handle information from various senses over extended periods. Physical Demands: Some tasks may involve repetitive movements, lifting, carrying, or pulling. Hours of Work The role entails a 37.5‑hour work week, typically from Monday to Friday. However, due to the 24/7 facility support requirement, start and end times will vary to accommodate meetings with staff on all shifts. Program Supervisors/Managers will participate in a regular on‑call rotation. Given the 24/7 facility operation, they may be required to work shifts as needed. Apply now to be a part of our dedicated team at Kelowna Women’s Shelter. Pay $61,461 Benefits Dental Extended Health Care Pension Plan #J-18808-Ljbffr