Intake Coordinator, Independent Rights Advice

1 week ago

Vancouver, Canada CMHA BC Full time

**ABOUT THE ROLE**

The IRAS staff team at CMHA BC will be responsible for supporting the launch of a new province-wide independent rights advice service for involuntary patients under the Mental Health Act. The service will be designed and delivered using a partnership model that brings together multiple organizations and stakeholders. The role will be a part of the core IRAS Infrastructure and Leadership Team at CMHA BC and develop and implement and accessible and flexible intake process for people accessing the service.

This role will be central to the vision for the IRAS service - an accessible and low barrier service that provides timely access to rights advice. Success in the role will require attention to detail; comfort with technology; commitment to accessibility, inclusion, and cultural safety; comfort with ongoing learning; and the ability to problem solve in a relational and effective way.

**DUTIES AND RESPONSIBILITIES**

**Manage automated intake and scheduling process.**
- Inform the development of and maintain a cloud-based intake, scheduling, and client management system.
- Develop a scheduling system for in-person IRAS meetings.
- Support the development of information management and privacy service standards for the IRAS.
- Work with IT supports to solve any problems with the automated systems as they arise.
- Provide training for Rights Advisors on the intake, scheduling, and client management system.
- Support IRAS service partners and Rights Advisors to maintain up-to-date availability, meeting notes, and other records that comply with information management and privacy service standards.
- Provide data reports to CMHA, the IRAS governance committee, or other stakeholders as needed.

**Provide or coordinate phone or other supports to meet accessibility needs.**
- Support clients, people who support them, and detaining facility staff who require phone-based intake and scheduling for accessibility-related reasons.
- Communicate with those using phone-based intake and scheduling in a trauma-informed, culturally safe, and welcoming manner.
- Develop a system for requesting and scheduling meeting supports including language interpretation, disability accommodations, cultural supports, and other options as available.
- Collaborate with IRAS staff to incorporate any learnings from data trends into IRAS education and training and to help identify ways to reduce accessibility barriers.

**Identifying opportunities for ongoing quality improvement.**
- Work collaborative with the IRAS Leadership and Infrastructure staff to identify priorities for quality improvement from disaggregated intake, scheduling, case management, or accessibility support data.
- Develop and produce confidential timely project reports, updates, and briefing notes to the IRAS staff team or governance committee.
- Other duties as needed.

**QUALIFICATIONS**

Education & Experience
- A post-secondary degree (BA, BSW, BSc) in a related discipline or equivalent experience.
- Demonstrated experience managing intake and scheduling for a large or complex service.
- Demonstrated experience co-developing services with people with lived and living experience relevant to the service.
- Personal experience with mental health issues, services, or involuntary treatment is an asset in this role.
- Demonstrated experience communicating in a trauma-informed and culturally safe way.
- Recent experience in program evaluation using multiple approaches, including quantitative data, qualitative data, stories, and developmental evaluation.
- Experience working with others using collaboration and relationship-based approaches.
- Successful completion of background screening checks including a criminal record check and education verification.

Knowledge, Skills, and Abilities
- Strong attention to detail.
- Ability to handle large volumes of information through organization and automation.
- Ability to work collaboratively and effectively with multiple communities and stakeholders.
- Experience and comfort prioritizing multiple forms of knowledge and expertise.
- Strategic and conceptual thinking, including the ability to adapt plans as needed in the spirit of ongoing learning.
- Knowledge of systemic inequities related to gender, sex, race, Indigeneity, (dis)ability, substance use, and other aspects of a person’s identity.
- Strong interpersonal, written, and verbal plain language communication skills.
- Resourcefulness, judgment, and innovation to solve problems.
- Knowledge and agility to select and use Office 365 tools and cloud-based management software tools.

**Our key values and principles**

The Intake Coordinator, IRAS, consistently conducts themselves in alignment with CMHA BC’s Core Values of:

- Inclusive
- Proactive
- Compassionate
- Steadfast
- Collaborative

**WORKING CONDITIONS**
- The position is 37.5 hours per week, primarily during regular office business hours.
- The position can be based out of the Vancouver or Victoria o

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