Client Care Coordinator

**REPORTS TO: EXECUTIVE DIRECTOR**

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The Client Care Coordinator is responsible for the management of volunteer services for palliative and grief & bereavement clients. These include: intake, assessment, individual/family support, referrals and any volunteer assignments matched to clients coping with life limiting illnesses or grief and bereavement in Georgina. He/she will develop, implement, monitor and coordinate the delivery and administration of volunteer services to provide supportive services to clients and their support people. They will act as a liaison between the client, their volunteer and other care team members.
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DUTIES AND RESPONSIBILITIES:
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CASE MANAGEMENT: To coordinate the provision of Hospice palliative and bereavement services to clients including: individual support, referrals, assessments, and volunteer assignments including:

- Determine the appropriateness of all referrals and redirect appropriate referrals in a professional manner to other community resources.
- Provide case management of client needs through intake, needs assessment, feedback and ongoing supportive contact.
- Ensure that clients understand the role and limitations of Hospice Georgina services.
- Provide one-to-one palliative or bereavement support to clients as needed.
- Visit the client before assigning a volunteer, and ensure that a Service Agreement and consent form are completed and signed by the client or power of attorney.
- Prepare and ensure accurate client data.
- Process the necessary paperwork in the management of each case.
- Provide ongoing monitoring of clients and conduct client follow-up as needed.

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CLIENT LIAISON: To perform as a liaison between clients, volunteers and other care team members.
- Support and advocate on behalf of clients as requested by client.
- Communicate with the volunteers and other members of the care team as needed.
- Recruit, screen, orientate and provide ongoing education, skills, support, de-briefing and evaluation for palliative and grief/bereavement volunteers.
- Liaise with and participate in relevant networks of care providers.
- Support volunteers with further training, skills development and resources.
- Handle calls from volunteers concerning client care issues.
- Accompany volunteers on client visits if requested or as needed.
- Assist volunteers to reach closure at the discharge of a case.
- Discuss any concerns and or complaints about a volunteer with the Executive Director.
- Attend team-planning meetings when requested.

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QUALITY ASSURANCE: To meet quality standards for palliative and grief and bereavement services including reports and data as requested; maintain ongoing case management and volunteer documentation, including to:

- Process and safeguard the necessary paperwork in the management of each case, including locking all file cabinets at the end of the day.
- Prepare and ensure accurate client data is updated electronically.
- Provide reports and data as required and requested by the Ministry, funders and the Executive Director including a summary report to the Board for review at monthly Board meetings and an annual report. for the Annual General Meeting.
- Ensure that print and website materials are accurate and current.
- Work with the Executive Director to plan, develop, implement, evaluate and enhance services for clients.
- Provide general support for strategic planning, accreditation, quality assurance, fund-raising and other activities of Hospice Georgina
- Other duties as assigned.
- Provide a clean criminal reference check.

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KNOWLEDGE, EXPERIENCE, SKILLS AND PERSONAL ATTRIBUTES:
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Knowledge/ Experience

The Client Care Coordinator must have proficient knowledge and experience in the following areas:

- Diploma, Degree and/or experience in Human Services (i.e. Social Work, Health Care, Gerontology) and/or Volunteer Management.
- Experience in gerontology, health care, social work principles and community resources.
- Demonstrated assessment and case management skills.
- Previous work experience in palliative care and grief and bereavement programs
- Ability to work independently, collaboratively and manage multiple responsibilities
- Proficiency in Windows, Microsoft Office Word, Excel, etc.

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**Skills**:
The Client Care Coordinator must demonstrate the following skills:

- Excellent interpersonal skills.
- Demonstrated presentation skills.
- Ability to develop and conduct training workshops.
- Professional, diplomatic, tactful and service oriented
- Analytical and problem-solving skills.
- Exemplary communications skills (written, verbal and listening).
- Time management skills; well organized, detail oriented and able to handle multiple tasks.
- Experience managing staff and leading an effective and productive office team.
- Ability to develop a strong network with other service providers.
- Ability to work both independently and collaboratively and to manage time well with multiple responsibilities.
- Knowledge of