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Client Services Liaison

2 months ago

Calgary, Alberta, Canada ddrc Full time
Job Summary

The DDRC is seeking a highly skilled and experienced Client Services Coordinator to join our CHOICES Team. As a key member of our team, you will be responsible for providing exceptional customer service, building meaningful relationships, and making a positive impact on individuals and their families.

Key Responsibilities
  • Leadership and Communication: Provide leadership by coaching, mentoring, and communicating with families, clients, and internal staff on a daily or as-needed basis.
  • Resource and Information: Act as a resource for relevant policies, procedures, legislation, service protocols, and ethical codes and guidelines as it pertains to their caseload.
  • Communication and Liaison: Ensure honest, open, timely, and accurate communication at all times to promote transparent leadership and ensure all team members are kept up to date with relevant information.
  • Client and Stakeholder Relations: Liaise with clients, DDRC staff, and external agencies, partners, and businesses while maintaining a customer service-oriented environment.
  • Customer Service and Professionalism: Provide exceptional customer service and demonstrate a professional attitude with all stakeholders.
  • Client Support and Advocacy: Assist, support, and encourage individuals to advocate on their own behalf, when appropriate and necessary, to have their needs met.
  • Client Referral and Support: Ensure complete tracking and implementation of the client referral process and make effective recommendations on client support and the services offered by the DDRC.
  • Client Assessments and Recommendations: Provide recommendations on client assessments and/or refer a client for a specialized assessment or external resources as appropriate to the People Manager.
  • Meetings and Communication: Attend and lead off-site meetings with clients, families, and/or guardians as required.
  • Client File Management: Monitor and update electronic client files on an ongoing basis in Share Vision.
  • Paperwork and Administration: Complete all paperwork on time and accurately.
  • Scheduling and Coverage: Coordinate clients' hours, schedules with employees' vacation time, leaves of absence, bereavement leave, sick leave, etc. to manage scheduling and coverage.
  • Leave of Absence and Scheduling: Monitor and adjust schedules on a daily basis to ensure compliance with OHS and for leave of absences.
  • Client Absence and Re-entry: Notify appropriate stakeholders when client is absent from service and implement appropriate protocol to re-enter into service.
  • Timesheets and Expense Claims: Review and track timesheets, mileage, and other expense claims to client services delivered and submit reviewed documents to Team Leaders for approval.
  • Positive Behaviour Tracking: Collate Positive Behaviour tracking and baseline tracking documents to provide report to Team Leaders and PBS Specialist.
  • Program and Service Knowledge: Must be highly knowledgeable of all DDRC programs and services.
  • Community Resources and Referral Options: Remain knowledgeable of all community resources and referral options.
  • Training and Development: Determine and prioritize requests and mandatory training needs of employees and clients to attend workshops or courses.
  • Workshop and Course Scheduling: Schedule employees and clients who require workshops or courses, notify Team Leaders of registration and completion of workshops or courses.
  • Receptionist Coverage: Provide coverage for receptionist, as required.
Requirements
  • Education: Minimum two (2) years Disability studies and/or Project Management Diploma or equivalent education.
  • Experience: Ability to function effectively in ambiguous situations.
  • Skills and Qualities: Related experience dealing with family and community relationships, recognized as possessing a level of professionalism beyond reproach.
  • Personal Qualities: Demonstrated values consistent with the DDRC mission, able to work independently and as part of a multi-service team, professional/articulate communication – verbal, written, listening, two-way feedback, ability to maintain composure during stressful situations.
DDRC Values
  • We value diversity;
  • We believe individuals have a right to explore and fulfill their potentials;
  • We recognize the need for accountability and responsibility; and
  • We foster an environment of respect, acceptance, accessibility, and interdependence to work independently and efficiently.