Bilingual Care Manager/wellness Navigator

2 weeks ago

Fergus, Canada Dalton Associates Full time

Dalton Associates knows a team's strength is in its people, and we cannot achieve our mission without a team that reflects the diversity of the clients and communities we serve - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, and experience.

**About Dalton Associates**:
We believe that healthy communities support healthy people, and in turn, healthy people build healthycommunities. To achieve this vision of wellness, people need easy access to safe, confidential, and quality mental health support. And that’s what we offer at Dalton Associates.

To deliver on our mission, we strive to foster a work environment built on open communication, cooperation and mutual respect between clients, clinical professionals, our partners, and our head office staff. Team effectiveness is paramount in allowing us to work efficiently, provide timely solutions for our clients, and adapt to on-going shifts in the mental health and wellness space to ensure we stay effective in all that we do.

**Position Summary**:
The _Care Manager/Wellness Navigator_ is integral to the care of DA’s clients. They are the primary point of contact for client and client-related requests (such as registering for services, discussing service options, facilitating referrals, requesting information, etc.) and they oversee the client’s case from beginning to end. This includes the coordination of appropriate support, information management related to the case, resolving client concerns, and facilitating relationships between the client and appropriate service providers/partners.

**Key Responsibilities**:

- Conduct a thorough initial assessment of client need to determine their level of acuity, their challenges, and their needs;
- Provide immediate risk assessment and management, and crisis de-escalation support for individuals calling into the program(s) in a state of high distress or crisis;
- Collaborate with other Care Managers/Wellness Navigators, coordinators, and managers in the delivery of exceptional client service;
- Receive and input registrations for clients engaging in a variety of services and programs;
- Provide tailored support for clients throughout their lifecycle with the program(s), including systems navigation, care coordination, communication, and collaboration with the client’s circle of care to ensure best outcomes for client wellness;
- Proactively engage in predetermined points of contact with the client, and when required, initiate action with clients and their circle of care. Points of contact and actions required depend on services engaged, client status, progress, etc.;
- Respond to client concerns, challenges, feedback/complaints, and suggestions on an ad hoc basis and help to manage issues as they arise including escalating complex issues to the Manager as required;
- Maintain and update client and provider records in accordance with practice standards;
- Collect and summarize data on an ongoing basis to support initiatives and goals, as well as ensure regular (monthly) reporting on the various programs for our partners;
- Perform regular file audits to consistently enable excellence in record management standards; and,
- Other administrative duties as assigned.

**Key Skills and Characteristics**:

- Compliant in maintaining strict confidentiality with respect to clients and among colleagues.
- Compassionate about the well-being of others and good natured.
- Excellent communicator with solid written and verbal skills.
- Confident, calm and able to manage difficult and highly sensitive conversations.
- Proactive, creative, resourceful and solution-focused; able to influence change in support of client service excellence.
- Excellent attention to detail.
- Highly collaborative and work well with a variety of work/personality styles.
- Able to think critically with an eye for continuous improvement.
- Able to navigate and strive in a fast-paced, ever changing work environment.
- Highly organized and excel at keeping client files and information accurate/complete.

**Qualifications**:

- Bachelor’s degree in relevant field preferred; Minimum of a 2-year relevant college diploma or equivalent academic and professional experience.
- Professional experience in Healthcare Coordination, Social Services, Rehabilitation Administration, or Legal Administration.
- Bilingual in English and French is required.
- A high level of cultural competence, humility, and safety demonstrated.
- Strong knowledge of best practices in diversity, equity, inclusion, accessibility, intersectionality and anti-oppression.
- Detail oriented.
- Excellent organizational and time management skills.
- Excellent verbal, written and interpersonal communication skills in both English and French are required.
- Exceptional client service skills.
- Ability to effectively and efficiently problem solve and multi-task.
- Able to work independently and as part of a team.
- Demonstrated high computer p

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