Goal Planning Specialist

2 weeks ago

Waterloo, Canada KidsAbility Full time

KidsAbility is an equal opportunity employer that is dedicated to over 60 years of proven community outreach and servicing of families across the Waterloo and Guelph Wellington Regions. With core values such as collaboration, respect, accountability, integrity, and inclusion, KidsAbility offers employees:

- Employee Assistance Programs
- Organizational transparency on missions, visions, and future development
- Social Events and opportunities to give back to your community
- A supportive and caring work environment with a strong focus on client service and supporting staff to meet our mission critical work

**Consultation and Coaching**:

- Consults with families while they wait to support engagement in the goal setting and intervention planning process for their child
- Promote independence of families in advocating for their child’s needs
- Based on needs identified, links family with universal support and/or community agencies
- Provides general information and explains what to expect as a client of KidsAbility
- Review BSS Contract with each family prior to the start of service
- Collaborates with families throughout service to review clinical recommendations and plan for service (make sure each family is aware of all the package options and what they are eligible for)
- Refer clients to appropriate service under the Foundational Family Services model
- Review master schedule and assign clients based on availability and confirming all packages are sold

**Customer Service and Client Satisfaction**:

- Acts as the first point of contact and continued support for families seeking behavioural support services
- This role will ensure a positive experience, highly customized service, and exceptional and responsive client service
- Ensure that families are aware of any centre closures/changes
- Responds to all calls by clients/families in a timely way with a focus on needs resolution
- Will consult with clinical supervisor, program manager or client access navigator specialist as appropriate for further problem solving
- Inform families of any organizational changes to service models in a timely and respectable manner
- Oversee BSS waitlists to ensure clients are brought into service based on client stages within GoldCare

**Budget Administration**
- In consultation with finance department calculate service fees for each client quarterly
- Once service fees have been determined, collect payment from families. Provide follow up as needed for any family who is in arrears or has questions about their fees
- Regular meetings with finance to reconcile client accounts
- Assist families in making budget plans (help families understand how to use their funding to ensure their child gets the most out of therapy)

**Leadership**:

- Promotes and supports KidsAbility’s Mission and Leadership Philosophy by being a positive and enthusiastic role model for all staff
- Provides leadership in all interactions will all individuals
- Works cooperatively with other members of the Client Services Team to communicate information and increase program continuity and organizational effectiveness

**Business Development Support**:

- Collect and manage direct client feedback and insights
- Support the identification of unmet client needs, barriers to purchase, as well as opportunities to enhance the client experience
- Participation in new business concept development activities
- Support the testing and execution of growth strategies
- Recognize trends and patterns; identify areas for improvement to systems, processes, data, and reporting

**QUALIFICATIONS**
- Degree or Diploma in Health, Social Sciences, or related discipline or equivalent relevant experience
- In depth knowledge of Community resources and partnerships, KidsAbility programs, including supports and service delivery
- Detailed knowledge of the Autism system, funding options, grants, subsidies, and other financial assistance

**Skills and Attributes**:

- Exceptional customer service and consultation skills
- Experience with the F words in Childhood Disability Model
- Demonstrated ability to work creatively, effectively, and flexibly
- Demonstrates the ability to accept and follow direction
- Demonstrated ability to navigate and lead others through change and to respect diversity in roles and responsibilities within KidsAbility
- Demonstrated commitment to inter-professional processes and to the management of clinical services
- Strong interpersonal and communication skills (verbal and written), initiative, sound judgement and ability to give and take direction
- Demonstrated optimistic approach with an ability to creatively solve problems with diverse groups of people
- Demonstrated ability to take initiative
- Track record of building strong relationships through demonstrating empathy, understanding needs, establishing trust, and delivering proactive service
- Valid Ontario Driver’s License, and availability of a motor vehicle required

Equity, Diversity, and

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