Client Services Coordinator

Overview

Let us welcome you home at White Heather Manor in Kelowna, BC.

Optima Living operates Independent Living, Assisted Living, Supportive Living and Memory Living communities in Alberta and British Columbia. Our communities are among the best places to live in Western Canada.

Our Vision: For every person to feel at home.

This is truly supported by our credo. “Let us welcome you home.” All of us here feel it is an honor to work with our residents and we advocate a resident-centered approach where the Resident is the focus of all our endeavors. Reporting to the General Manager, the Client Services Coordinator acts as the primary contact for residents and families, coordinating services, supporting community activities, and supporting leadership through payroll, HR, and administrative coordination.

Note: This is a temporary position for 3 months or until the incumbent returns.

Responsibilities

- Serves as a primary point of contact for residents and families, providing prompt, professional, and courteous service.
- Communicates community events, policies, and procedures to residents and families in a clear and timely manner.
- Coordinates with care, housekeeping, and kitchen teams to ensure resident service requests are addressed.
- Builds and maintains positive relationships with residents and families.
- Offers companionship and emotional support to residents, fostering a welcoming and caring environment.
- Supports residents in engaging with activities and events that suits their interests and abilities.
- Provides safe and comfortable transportation for residents to medical appointments.
- Assists the leadership team with administrative tasks such as maintaining files, organizing schedules, and managing supply inventories.
- Provides confidential administrative support to the leadership team as applicable.
- Ensures smooth information flow and timely communication across functions (department) to support meeting program goals as applicable.
- Assists with organizing and facilitating monthly team meetings, including preparing agendas, recording minutes, and distributing documentation as applicable.
- Supports the General Manager in the incident and complaint reporting processes as applicable.
- Ensures timely submission of employment paperwork to Payroll.
- Validates team member hours, overtime, vacation, sick leave and other absences.
- Investigates pay discrepancies and ensures payroll changes are reported to Payroll.
- Responds to team member inquiries regarding payroll matters.
- Assists the hiring managers in the recruitment and onboarding processes.
- Maintains accurate and compliant personnel records.
- Promptly reports unsafe conditions, incidents, or concerns to supervisor, General Manager or Health & Safety Committee.
- Responds quickly during emergency codes in alignment with organizational standards and protocols.
- Ensures adherence to infection control policies and procedures through regular audits, observations, and investigations.
- Maintains strict confidentiality of resident medical and personal information in accordance with privacy legislation.
- Completes orientation upon hire and annual mandatory education as assigned.
- Supports other team members through their orientation process.
- Respects and upholds the Resident Bill of Rights and the Assisted Living Rights of Residents.
- Participates in departmental meetings and stays informed on relevant internal communications.
- Performs other duties as required to support operational needs.

Qualifications

- Completion of post-secondary administration program is an asset.
- One (1) year experience in a similar role is an asset.
- Experience in a residential care or mental health environment is an asset.
- Possess a valid Class 4 driver’s license with a clean driving record.
- Maintain current CPR and First Aid certification or willing to obtain.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish meaningful connections with residents and their families.
- Strong organizational and time management abilities to handle multiple tasks and prioritize effectively.
- Compassionate and patient demeanor, with a genuine interest in promoting the well-being of residents.
- Knowledge of mental health principles, therapeutic recreation, and person-centered care approaches.
- Ability to work collaboratively within a team and adapt to the evolving needs of residents.

Conditions of Employment

- Clear Police Information Check
- Clear Vulnerable Sector Check

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