Client Care Manager/navigator

7 months ago

Fergus, Canada Dalton Associates Full time

**About Dalton Associates**:
Dalton Associates knows a team's strength is in its people, and we cannot achieve our mission without a team that reflects the diversity of the clients and communities we serve - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, and experience. Diversity and belonging are core values at Dalton Associates. We are passionate about building and sustaining an inclusive and equitable working environment for all our staff. We believe that the diversity of our team broadens our scope of understanding and improves engagement with our clients and communities. This in turn strengthens the design, delivery and positive impact of our services and programs.

At Dalton Associates, our mission is to provide specialized mental health and wellness services that are culturally sensitive, safe, accessible, and timely, within communities throughout Ontario. Our service approach to individuals, families, groups, organizations, and communities is based upon the principles of:

- Shared care, equity in voice and choice, and representation among stakeholders.
- Integrated approaches to care that support whole person wellness.
- Sustainable services.
- A focus on identifying systems that impact, building hope, empowerment, and increased capacity.
- Culturally informed and attuned services.

Over the past several years, Dalton Associates has been focused on developing unique mental health programming for public safety personnel, public servants, and employees. Our customized mental health and wellness programming set us apart from Employee and Family Assistance Programs and other mental health programs; they are culturally informed, occupationally attuned, client-focused, include concierge-like case management support, and access to a myriad of internal and external mental health services. Our focus is supporting our clients towards their wellness goals with customized and integrated care, support service navigation, and ongoing touchpoints with our clients. Position Summary:
The Client Care Manager/ Navigator is integral to the care of DA’s clients. They are the primary point of contact for client and client-related requests (such as registering for services, discussing service options, facilitating referrals and service connection, requesting information, providing ongoing case management support, etc.) and they oversee the client’s case from beginning to end. This includes the coordination of appropriate support, information management related to the case, resolving client concerns, and facilitating relationships between the client and appropriate service providers/partners.
- Are a registered mental health professional (e.g., Registered Social Worker, Registered Psychotherapist).
- Can work the day shift (8am
- 4pm ET); Sunday to Thursday
- Have an ability to work across programs, while maintaining high quality of care and adhering to different.

**Key Responsibilities**:

- Conduct a thorough initial assessment of client need to determine their level of acuity, their challenges, and their needs;
- Provide immediate risk assessment and management, and crisis de-escalation support for individuals calling into the program(s) in a state of high distress or crisis;
- Collaborate with other Client Care Managers/Navigators, coordinators, and managers in the delivery of exceptional client service;
- Receive and input registrations for clients engaging in a variety of services and programs;
- Provide tailored support for clients throughout their lifecycle with the program(s), including systems navigation, care coordination, communication, and collaboration with the client’s circle of care to ensure best outcomes for client wellness;
- Proactively engage in predetermined points of contact with the client, and when required, initiate action with clients and their circle of care. Points of contact and actions required depend on services engaged, client status, progress, etc.;
- Respond to client concerns, challenges, feedback/complaints, and suggestions on an ad hoc basis and help to manage issues as they arise including escalating complex issues to the Manager as required;
- Maintain and update client and provider records in accordance with practice standards;
- Collect and summarize data on an ongoing basis to support initiatives and goals, as well as ensure regular (monthly) reporting on the various programs for our partners;
- Perform regular file audits to consistently enable excellence in record management standards; and,
- Other administrative duties as assigned. Key Skills and Characteristics:

- Compliant in maintaining strict confidentiality with respect to clients and among colleagues.
- Compassionate about the well-being of others and good natured.
- Excellent communicator with solid written and verbal skills.
- Confident, calm and able to manage difficult and highly sensitive conversations.
- Proactive, creative, resourceful and solution-foc

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