Client Services Coordinator

6 months ago

Bracebridge, Canada Muskoka Victim Services Full time

**Position Summary**:

- **Duties and Responsibilities**:_
- **Client Services**_:

- Provide information/support/assistance to clients in accordance with Agency policy and legislative requirements governing Victims Services.
- In compliment to Volunteer Crisis Response Team, provide on-scene crisis intervention in the immediate aftermath of a crime or tragic circumstance.
- Advocate for and empower clients to ensure their needs are met.
- Manage, delegate/assign and assume case management.
- Develop strategies and personalized service plans to support clients to meet their needs inclusive of risk and needs assessments, vulnerability screening, safety planning and follow-up processes.
- Collaborate with the police and other service providers to allow for a coordinated, community-specific response.
- Coordinate service providers for emergency home repair, travel and/or accommodation in accordance with VQRP standards.
- Provide culturally competent and inclusive services that reflect the agency’s vision, mission and goals.
- **Program Management**:_
- Maintain confidential client files in accordance with prescribed standards.
- Document service provision and communication to victims.
- Maintain databases in accordance with VQRP Management and VCAO standards.
- Initiate and maintain a positive, productive working relationship with referring services and assist with the development of protocols with community agencies and police services.
- Recommend and support with the development of MVS policies, procedures and protocols.
- Report and communicate regularly on the program needs to the Executive Director.
- Provide value added information and active participation at regular meetings with staff, the Board and committees.
- Maintain filing and an organized office environment.
- Assist and assume on call responsibilities: One week Staff Lead on-call rotation, shared with fellow Client Services Coordinator (two weeks a month).
- Attend crisis calls, as needed, during scheduled Staff Lead shift rotation.
- Maintain confidentiality.
- **Communications and Networking**_:

- Develop and maintain collaborative and mutually beneficial relationships with community partners, referring and supporting agencies.
- Liaison with Police Services and Community Partners for all program goals/strategies, concerns and potential program partnerships.
- Participate on appropriate community committees/associations and attend relevant conferences to promote MVS by providing community presentations re: education/awareness as required.
- Promote and increase community awareness of MVS in public displays, presentations, and communications to community groups, social service agencies and police.
- Field inquiries, in all forms, from the public and other stakeholders.
- **Qualifications**:_
- Post Secondary education preferred in a relevant human services field, e.g., social work, criminology, victimology, psychology, social services, or an equivalent combination of experience and education. Critical Incident Stress Management (CISM) training is an asset.
- **Skills, Knowledge and Experience**:_
- Passion, idealism, integrity, positive attitude, mission-driven, and self-directed;
- Demonstrated understanding of victim issues, judicial processes and community resources;
- Case Management experience;
- Excellent interpersonal and communication skills, both oral and written;
- Proven leadership, coaching and relationship management;
- Demonstrated decision making and problem solving;
- Strong organizational skills;
- Strong computer skills and efficiency in all Microsoft programs;
- Social services background with experience in crisis response;
- A valid Ontario (G) Driver’s License and use of a personal vehicle, current Police Records Check & Vulnerable Position Screening.
- **Work Environment/Physical Demands**:_The following are the physical and mental demands which are representative of those that must be met by an employee to successfully perform the essential functions of this job:

- The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the work day. On-scene response to victims may involve standing or sitting for long periods of time.
- The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds.
- Contact with the public may risk exposure to irrational/hostile behavior, contagious diseases, or contact with domestic animals.
- Occasional exposure of unknown duration to weather, smoke, unpleasant hygienic situations, high noise levels, and near moving traffic.
- The incumbent is exposed to vicarious trauma that results from empathetic engagement with recently traumatized clients.
- This position req

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