Client Services Coordinator

3 weeks ago

Victoria, Canada Canadian Cancer Society Full time

**_On-site role_**

**_ Casual_**

**WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?**

The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. As the voice for people who care about cancer, we work with governments to shape a healthier society. No other organization does all that we do to make lives better today and transform the future of cancer forever.

Help us make a difference.

**COME AS YOU ARE**

**JOB OVERVIEW**

The Canadian Cancer Society Lodges provide a non-medical “home away from home” for people with cancer and their caregivers who must travel to Vancouver, Victoria, Kelowna, Prince George, Halifax, Montreal or St. John's, NL for out-patient treatment and consultation. Client Services Coordinators work rotating 8 hour shifts at our 24 hour facility to ensure the safe & effective coordination, implementation and delivery of the lodge program, in alignment with program standards, policies & procedures.

This position is primarily responsible for the effective implementation and delivery of the Lodge program while ensuring a safe environment for clients, staff and volunteers within the Lodge and ensuring our volunteers continue to be effectively engaged.

**WHAT YOU’LL BE DOING**:
Implement the effective delivery of the Lodge Program
- Provide a high level of customer service within the context of the program delivery model
- Support clients to become familiar with the lodge environment including providing tours and encouraging participation in on site programming
- Provide as appropriate referrals to other support programs (i.e. Cancer Information Service, Travel Treatment Fund etc.)
- Maintain non-medical boundaries with clients and health professionals in the community and redirect any requests for medical care or opinions to appropriate sources.
- Receive and receipt payments for room charges and donations.
- Collect and monitor program data in RDP database
- Ensure effective communication regarding the program with the Lodge Manager and other lodge staff utilizing the lodge communication book and RDP database.
- Liaise with Marquise staff as well as other contractors and vendors to facilitate lodge operations and repair and maintenance issues in accordance with standard operating procedures as directed by the Lodge Manager.
- Actively participate in team meetings and training sessions and provide input to program challenges and shared projects
- Actively participate in integration activities with other functional areas including Health Promotion and Revenue Development as appropriate.

Accountable for ensuring a safe environment within the Lodge
- Ensure standards, policies and procedures are implemented and maintained.
- Model the Society’s values by demonstrating appropriate behaviour in Accountability, Caring, Integrity, Respect, Quality, Responsiveness and Teamwork
- Ensures adherence to established emergency procedures and safety practices ensuring client safety and security within the environment of the Lodge.
- Assessing appropriateness of lodge admissions and lodge stay consistent with but not limited to the direction provided in the sites Admission Policy, and Infection Control Policy.
- Responds to emergency situations as per sites policies and procedures (i.e. medical emergency, suspected theft etc.)

Supervising volunteers to promote a supportive and welcoming environment within the Lodge:

- Facilitates communication between staff and volunteers.
- Participates in the organizing, training and education of volunteers according to the Society volunteer engagement framework.
- Lends support and guidance to volunteers on a daily basis recognizing and acknowledging their contributions and providing constructive feedback and coaching for performance.
- Provides coverage for front desk volunteers during absences or breaks
- Promotes awareness of all Society programs among volunteers and encourages appropriate referrals to Society Programs

Other required duties as assigned.

Actively contribute to our culture of justice, equity, diversity, and inclusion by encouraging dialogue that respectfully considers a wide variety of ideas, opinions, and suggestions.

**QUALIFICATIONS**:

- Knowledge of initiatives, goals, standards and policies of Lodge services.
- Knowledge of the Canadian Cancer Society Priorities, Initiatives, Goals and Programs.
- Knowledge and understanding of related activities/initiatives of our community health partners.
- Strong written and verbal communication skills
- Strong customer service skills, including the ability to effectively work with clients from diverse backgrounds
- Ability effectively manage potential conflicts with community health partners and clients ensuring appropriate access and resolution of concerns.
- Strong PC skills and operation of standard office equipment

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