Client Care Specialist

1 month ago

Ottawa, Ontario, Canada City of Ottawa Full time
Job Summary

The City of Ottawa's Community & Social Services department is seeking a skilled Client Care Specialist to provide integrated front-line service and support to clients in need. As a key member of our team, you will be responsible for collaborating with departmental staff to support case management, verifying eligibility, and granting benefits for ongoing cases.

Key Responsibilities
  • Provide exceptional customer service to clients, responding to their needs and concerns in a timely and professional manner.
  • Collaborate with departmental staff to support case management, including verifying eligibility and granting benefits for ongoing cases.
  • Process requests from clients for payment of arrears, mandatory and discretionary items, as well as payments to vendors in accordance with departmental policies and procedures.
  • Provide information to clients regarding programs and services offered by the Department and the community.
  • Liaise with internal and external service providers, including government agencies, employers, trainers, and the general public.
  • Contribute to the overall improvement of service delivery and the operation of the work unit.
Requirements
  • Completion of Grade 12
  • Minimum of 4 years of clerical experience, with 2 years in a social services setting
  • Applicable federal, provincial, and municipal legislation, policy, procedures, and programs
  • Social services agencies and programs, including community services/resources
  • Assessment, interviewing, and case management techniques
  • Research, data comparison, and verification techniques
  • Working knowledge of current workplace technology, including databases and Microsoft 365
  • Knowledge of applicable health and safety legislation, including the rights and duties of workers
Competencies, Skills, and Abilities
  • Ability to interpret, apply, and clearly explain legislation, policy, and procedure
  • Take initiative, solve problems, and make independent decisions
  • Effectively use crisis intervention skills to resolve conflict and manage emerging urgent client issues
  • Work effectively within a computerized environment
  • Communicate effectively both verbally and in writing
  • Ability to multitask and manage competing demands in a stressful work environment
  • Work in collaboration with team members, clients, community partners, employers, and training providers
  • Establish effective working relationships with people of diverse social, economic, and ethnic backgrounds
  • Ability to develop tools to track and report on program statistics and expenditures
  • Create and maintain filing systems
  • Demonstrate empathy and sensitivity to special needs of social services clients
  • Flexible and adaptable
  • Effective interpersonal skills
  • Effective conflict resolution skills
  • Effective organizational skills
  • Demonstrates initiative, reliability, and judgment
  • Demonstrate cultural awareness and respect in all interactions and treat all people accessing service with dignity
  • Demonstrate willingness to work in a frontline service delivery environment in person, in the community, by phone, and virtual service options

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