Client Support Specialist

3 weeks ago

Toronto, Canada Nucleus Independent Living Full time

Nucleus Independent Living is an innovative and learning organization, focused on providing exceptional, culturally-sensitive care to residents in the Mississauga, Halton, and West Toronto communities to enable frail seniors and adults living with physical disabilities to live their best life independently, at home. Our highly committed staff embody our ICCARE values of Innovation, Compassion, Collaboration, Accountability, Respect, and Excellence in the delivery of personalized care, where every person’s experience is exceptional, every time. We are committed to creating a safe environment where you feel heard, valued for the work you do, able to grow and learn, and make a difference to every person you touch.

***

A highly empowered, creative, collaborative, communicative, inclusive individual, the Client Support Specialist (CSS) provides leadership and support in the efficient and safe delivery of Independent Living services to consumers with disabilities. These services include assisting consumers to identify their ongoing service requirements and providing them with non-medical activities of daily living in accordance with the individual service plans and with the policies and procedures of Nucleus Independent Living.

The CSS will assist the Care Team Lead in ensuring that schedules are proactively developed according to the consumer’s plan of service and that attendants are available to provide scheduled or on-call service in Supportive Housing and prepare schedules within all related legislative requirements, including but not limited to, Unifor Collective Agreement, and Employment Standards Act. The CSS shall also provide support in the renewal and management of consumer service agreements and tenancy agreements.

As well, the CSS collaborates with all internal and external parties (staff, managers, consumers and community agencies) involved in the consumers’ service planning and service delivery; participates in quality improvement activities and may propose changes to program policies and procedures to enhance the high-quality service to the consumers.

**POSITION RESPONSIBILITIES**

**Direct Service Provision (10-15%)**
- Assist consumers with their non
- medical activities of daily living, including:

- mobility and transfers
- dressing/undressing
- rising/retiring
- bathing, grooming and personal hygiene
- toileting routines
- bowel and bladder care, tracheostomy, and ventilator care and other specialized procedures which might be required
- meal preparation and clean-up
- light housekeeping and laundry as necessary
- essential communication
- other procedures considered activities of daily living
- Provide services in a courteous, professional and friendly manner and respond to changing consumer needs positively, using Nucleus’ customer service excellence training
- Manage change in a constructive and positive fashion

**Consumer Relations**
- Assist consumers to identify their ongoing service needs
- Assist consumers to access information about community services external to the Attendant Services Program
- Complete consumer service agreements; maintain list of service agreement due dates and advise data entry staff of completed service agreements
- Enable consumer to complete consumer attendant evaluation forms, by doing the recording as requested
- Ensure consumer focused service delivery
- Discuss directly with consumers their scheduling requirements
- Resolve staff/consumer complaints in regards to scheduling
- Maintain regular contact with all consumers in a professional and positive manner
- Establish & maintain confidentiality

**Training, Monitoring Consumer and Staff Relations**
- In conjunction with the CTL, plan and arrange orientation and training for all attendants to participate according to Independent Living requirements
- Develop training programs to ensure safe work habits and maximize service delivery
- Participate in mandatory training such as Standard First Aid and CPR, Lifts and Transfer, Bowel & Bladder, Universal Precautions, Crisis Aversion & Response Education, WHMIS and other training as required
- Provide hands on, “shadow shift” training to attendants
- Assist the Community Support Supervisor in developing any training necessary to the program staff group
- Follows the Occupational Health & Safety (OH&S) laws, regulations, Nucleus Independent Living policies and procedures; all OH&S training applied in the workplace
- Provide input to the CTL regarding staff development for all employees
- Provide direction to CTL regarding training for consumers
- Supply ongoing leadership and coaching to attendant employees

**Scheduling and Administration**
- Assist the CTL/Manager in developing and implementing a master schedule in accordance with consumer service plans and budgeted hours
- Respond to consumer and staff concerns in regards to the schedules
- Coordinate attendants’ requests for time off and arrange vacation schedule
- Complete staff schedules/fi

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