Administrative Assistant, Connect 2 Care

3 months ago

Calgary, Canada CUPS Calgary Full time

**Navigate Complexities. Create Change. Together.** This is our purpose at CUPS. Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly - we are accountable for our words, our actions, our relationships, and most importantly, ourselves. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.

C2C Administrator is responsible for co-creating a caring, dignified and trauma informed experience for CUPS clients accessing integrated services. The C2C Administrator will assist clients in connecting C2C/CAMPP and other CUPS services to support continuation of care. The C2C Administrator will ensure the creation of accurate and complete medical and client records for the program, stewarding data integrity and effective flow of data to support integrated care and evaluation. In collaboration with the multidisciplinary team the C2C Administrator will execute the breadth of administrative functions that support clients and frontline service providers, while effectively capturing data for evaluation purposes.

**Areas of Leadership**:

- Create approachable, caring and trauma informed environment for clients, guests and colleagues
- Contribute to safety and wellness of clients, colleagues and visitors by remaining up to date on CUPS health & safety protocols
- Promote a culture that reflects CUPS vision, mission, philosophies and values
- Act as warden for client dignity by ensuring confidential client information is handled with the utmost care and respect in alignment with HIPA and CUPS privacy protocols & values
- Act as ambassador of CUPS mission and values both internally and externally

**Organizational Duties and Performance**:

- Directly supporting client care via phone and in person providing information, scheduling assistance for initial and follow-up appointments and triage client needs in person with navigators unavailable
- Act as data integrity controller, collect and manage client records ensuring accuracy and completeness, following up with team members as required to acquire missing information.
- Accurately enter all required data points in organizational & external databases regarding the administration of care plans to ensure accurate reporting
- Support C2C team members in the execution of client care plans by referencing the care plan created in database, providing information on internal resources available to clients and assist in the sourcing of external resources if internal programs are not available or a fit for the client
- Remain up to date on internal changes to programs, services, and personnel to ensure accurate care plan development and warm hand-offs of clients to colleagues
- Remain up to date on community programs and supports
- Work with C2C and CAMPP Team Lead to triage and process incoming referrals for both C2C & CAMPP programs, providing additional resources for community partners when referrals do not meet referral criteria
- Regularly monitor and update status of clients on awaiting assignment to health navigators; collaborate with team lead and nursing navigator accordingly
- Complete and update NSQs (VI-SPDAT) for clients on waitlist
- Ordering program and client supplies
- Working with the C2C and Team lead and program manager, keep accurate records of program and client expenditures.
- Document accurate team meeting minutes

**Stakeholder Relations**:

- Develop and maintain collaborative and accountable working relations with internal CUPS colleagues to strengthen communication flow and cross-program understanding
- Partner closely with CUPS Research and Evaluation teams on reporting requirements and data collection with a continuous improvement mindset
- Provide caring, reliable, trauma informed care to all clients accessing CUPS to reduce barriers to service and increase community trust
- Share experience and knowledge with students, volunteers and guests interested in CUPS services to further develop CUPS social justice impact & external ambassador network
- Develop and maintain collaborative and accountable working relations with external community and acute care partners

**Background required**:

- 1-2 years Previous work experience as administrator in health or frontline social services setting
- Demonstrated experience supporting vulnerable clients in accessing services within trauma informed practice
- Extensive experience working within social service or health databases, direct

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