Client Services Coordinator

3 weeks ago

Beamsville, Canada Community Care of West Niagara Full time

GENERAL SUMMARY:
Reporting to the Executive Director, the Client Services Coordinator is responsible for assisting individuals/families in urgent need of basic necessities. This is achieved by implementing progressive case management practices that include; assessing the client’s needs, determining their eligibility for services and referrals to CCWN’s or other agency services. The Client Services Coordinator provides leadership to the development, coordination, delivery and supervision of programs, services, and initiatives in accordance with prescribed policies and procedures.

Key Responsibilities:
Direct Service
- Interview and assess the complex or multiple needs of individuals/families seeking help or are referred to CCWN by partnering agencies.
- Assist, support and advocate for clients to obtain basic needs and achieve housing stability.
- Review eligibility of clients to receive emergency/food/utility/housing, etc. assistance based on their current financial situation and related program requirements.
- Identify and register clients to any of CCWN’s full suite of programs/services that would help their situation including: Emergency, Food, Clothing, Back to School, Holiday Hamper and Angels, Birthday etc.
- Identify and make referrals to relevant external community agencies, programs etc. including: 211, Employment Help, Ontario Works, ODSP, Niagara Legal Clinic etc.
- Register new clients, and update existing client files in collaboration with Administrative Coordinator.
- Create a file (hard copy and electronic) and enter information in database such as Link2Feed or HIFIS as appropriate, update database with each consecutive visit.
- Perform required program documentation, data collection, administrative duties, and exchange of relevant confidential information as necessary.
- Ensure that information and documentation regarding clients and CCWN business is kept secure and confidential.

Advocacy
- Promote CCWN programs in community and when attending any meetings with partner agencies.
- Research community needs as well as resources available, demographics, trends and best practices for our programs to ensure they are appropriate and targeted effectively.
- Plan and implement a range of advocacy, networking, support and direct client service programs, training and workshops.
- In consultation with Executive Director, represent CCWN at offsite meetings/events and liaise with local media for the purpose of program, service and special initiative promotions; produce and update (online and print) promotional, communication and training materials.
- Foster relationships and liaise with other service providers locally and regionally to maximize program and service delivery for children, youth, and adults facing economic hardships in our community; participate on committees and boards as appropriate.

Volunteer Engagement - in consultation with the Administrative Coordinator:

- Oversee the promotion of volunteer opportunities with CCWN through recruitment and strategic outreach campaigns.
- Develop and implement an ongoing recruitment and retention strategy, with the goal of increasing volunteer participation.
- Collaborate with all CCWN service areas to determine volunteer needs and opportunities
- Ensure the development and training of volunteers, including the creation of manuals, screening materials and design of training programs.
- Coordinate and support volunteers to participate in meeting the client support needs of CCWN.
- Develop and implement a plan for volunteer recognition, appreciation and celebration.
- Track, evaluate and report volunteer hours and assignments including maintaining volunteer lists that are accurate and up-to-date.
- Collect ongoing feedback from volunteers and evaluate future assignment needs.

Records/Reporting
- Assist in the development, monitoring and control of all applicable operating and supply budgets.
- Contribute to the preparation of grant reports and proposals; provide leadership and support to special events and public relations initiatives, as directed.
- Maintain accurate client records, program participation data etc. in hard copy such as files and registration forms and electronically be it in HIFIS, Link2Feed, Excel as examples.
- Update records and compile reports on a monthly basis.

Other
- Demonstrate and promote a personal understanding and appreciation for CCWN’s mission, vision, strategic direction and values.
- Provide administrative and coordination supports for volunteer groups and ad-hoc groups.
- Exercise a high level of confidentiality in all interactions.
- Participate in ongoing training for client service, volunteer coordination, program development etc.
- Promote and participate in a work environment free of workplace harassment and violence.
- Perform work in a safe manner, so as not to endanger oneself or others.
- Immediately report all workplace hazards, accidents or other occurrences that may pose a risk to the organizatio

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