Team Lead in Care Coordination

2 weeks ago

Calgary, Canada CUPS Calgary Full time

At CUPS, we help Calgarians who are experiencing poverty and trauma, get to the root causes of their challenges and change their lives. Using science as the foundation, people learn to manage adversity and build lifelong resilience that spans generations.

Acting with ingenuity and collaboration, we transcend traditional social service & organizational management models to lead the way to integrated, responsive and scientifically tested standards of practice in all we do.

The Team Lead of Care Coordination will be responsible for providing daily mentorship and guidance to the Care Coordination team under the leadership of the Senior Manager of Integrated Care. This position will ensure that the daily operations of the program are delivered to clients per CUPS service delivery models of Integrated and Trauma-Informed Care. This role will communicate and align team action with organization goals, support the effective performance of the team and while maintaining a practice of direct client service.

Leadership:

- Create an approachable, caring and trauma-informed environment for workers, clients and guests
- Work collaboratively with leadership to ensure team and individual goals developed are aligned with the organizational goals and strategic plan
- Develop and maintain a compassionate, professional and effective care coordination team via effective recruitment, training, and engagement strategies
- Maintain oversight of all Care Coordination service delivery to ensure the provision of service per CUPS policies, procedures, service model frameworks and program goals
- Cultivate a culture of integrated care, collaboration and commitment to organizational values

Organizational Alignment and Performance:

- Provide daily direction and coaching to the CUPS Care Coordination team members, including regular check-ins, team meetings workload planning, regular coaching, and performance management
- Conduct Care Coordination direct client service on a modified schedule within Team Lead duties
- Deliver integrated client service through cross-departmental communications, multi-disciplinary care planning and information sharing across departments. Supporting workers in identifying opportunities to engage additional CUPS services to provide integrated services to clients.
- Provide leadership and coaching to assist staff with the achievement of an integrated and team-based model of care for CUPS’ clients, identifying process and skills gaps to develop improvement plans in conjunction with the Director of Integrated Care Implementation
- Provide care planning, client engagement coaching and direction to team members as needed for worker development and optimal client outcomes based on Brain Science, Trauma-Informed Care and Integrated Service delivery
- Act as warden for client dignity by ensuring confidential client information is handled with the utmost care and respect in alignment with privacy protocols & CUPS values
- Champion worker Health & Safety through execution of CUPS Health and Safety Program and regular assessment of Care Coordination health and safety needs
- Oversee Basic Needs Fund distribution verifying fund protocols and CUPS Conflict of Interest policy are adhered to
- Accurately enter all required data points in organizational & external databases regarding the administration of Crisis intervention funding to ensure accurate reporting
- Understand program evaluation & reporting requirements, ensuring data integrity & availability for evaluation teams, producing program reports as needed and requested
- Conduct file and database audits as part of CUPS continuous improvement strategy to ensure holistic and accurate documentation based on standard procedures of CUPS integrated care tools
- Support the I.D. program through monitoring of ID orders, contacting clients for pick up and any follow up required
- Support program via financial administration, credit card reconciliations, tracking of Crisis intervention funding in database etc.

Stakeholder Relations:

- Develop and maintain collaborative and accountable working relations with internal CUPS colleagues to strengthen communication flow and cross-program understanding
- Champion CUPS integrated care approach both internally and with agency partners, working closely with CUPS Team leaders and managers to support the success of integrated care delivery
- Foster a learning culture that supports ongoing growth and capacity building
- Participate in CUPS committees, community forums, and internal and external collaborations to further enhance and develop CUPS client services
- Share experience and knowledge with students, volunteers and guests interested in CUPS services to further develop CUPS social justice impact & external ambassador network

Background required**:

- Bachelor's Degree in Social work or related field (preferred); or diploma in related field
- Five or more years of experience working in housing, community development or financi

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