Client Services Coordinator

6 months ago

Calgary, Canada DDRC Full time

If yes, take a look at the opportunity below.

**ABOUT US**:
The DDRC is a non-profit, registered, charitable organization that began in 1952. We offer programs and resources for children and adults with developmental disabilities, their friends and family, and other members of the community. The DDRC employee’s role model the DDRC mission - “DDRC promotes awareness and supports communities to include persons with developmental disabilities, thereby strengthening communities for all citizens.” If you believe in the DDRC's mission and values, we would welcome you to our team.

**WHAT THE ROLE PROVIDES YOU**:
The DDRC hires passionate, driven individuals who live our values and can work independently. We offer a variety of roles, competitive benefits, and a culture that supports work/life balance.

We offer semi-fixed schedules that may change based on clients needs, paid training, development, coaching, Benefit Plan, Health Spending Account (HSA), Employee and Family Assistance Program (EFAP), WCB, vacation days, free parking, statutory holidays, and Agency complimentary hours off per year.

As a Client Services Coordinator for our CHOICES Team, you would be the main source of communication for the agency, build meaningful relationships, and make a positive impact on individual’s and their family’s lives.

**KEY RESPONSIBILITIES**:

- Provide leadership by coaching, mentoring and communicating with families, clients and internal staff on a daily or as-needed basis; provide information to support their ability to meet their needs effectively
- Act as a resource for relevant policies, procedures, legislation, service protocols as well as ethical codes and guidelines as it pertains to their caseload
- Ensure honest, open, timely and accurate communication at all times to promote transparent leadership and ensure all team members are kept up to date with relevant information
- Liaise with clients, DDRC staff and external agencies, partners and businesses while maintaining a customer service-oriented environment
- Provide exceptional customer service and demonstrate professional attitude with all stakeholders
- Assist, support and encourage individuals to advocate on their own behalf, when appropriate and necessary, to have their needs met; and, when appropriate, assisting and supporting the individual’s desires, aspirations and life choices through interaction and advocacy within the social network
- Ensure complete tracking and implementation of the client referral process
- Make effective recommendations on client support and the services offered by the DDRC
- Provide recommendations on client assessments and/or refer a client for a specialized assessment or external resources as appropriate to the People Manager
- Attend and lead off-site meetings with clients, families and/or guardians as required
- Monitor and update electronic client files on an ongoing basis in Share Vision
- Complete all paperwork on time and accurately
- Coordinate clients’ hours, schedules with employees vacation time, leaves of absence, bereavement leave, sick leave, etc. to manage scheduling and coverage
- Monitor and adjust schedules on a daily basis to ensure compliance with OHS and for leave of absences
- Notify appropriate stakeholders when client is absent from service and implement appropriate protocol to re-enter into service
- Review and track timesheets, mileage and other expense claims to client services delivered and submit reviewed documents to Team Leaders for approval
- Collate Positive Behaviour tracking and baseline tracking documents to provide report to Team Leaders and PBS Specialist
- Must be highly knowledgeable of all DDRC programs and services
- Remain knowledgeable of all community resources and referral options
- Determine and prioritize requests and mandatory training needs of employees and clients to attend workshops or courses
- Schedule employees and clients who require workshops or courses, notify Team Leaders of registration and completion of workshops or courses
- Provide coverage for receptionist, as required
- Perform all other duties assigned by the People Manager

**WHAT YOU BRING TO THE ROLE**:

- Minimum two (2) years Disability studies and/or Project Management Diploma or equivalent education
- Ability to function effectively in ambiguous situations
- Related experience dealing with family and community relationships
- Recognized as possessing a level of professionalism beyond reproach

**PERSONAL QUALITIES**:

- Demonstrated values consistent with the DDRC mission
- Able to work independently and as part of a multi service team
- Professional / articulate communication - verbal, written, listening, two-way feedback
- Ability to maintain composure during stressful situations

**DDRC VALUES**:

- We value diversity;
- We believe individuals have a right to explore and fulfill their potentials;
- We recognize the need for accountability and responsibility; and
- We foster an environm

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