Client Service Coordinator

3 weeks ago

Calgary, Alberta, Canada ddrc Full time

About the Role:

The Client Services Coordinator is a key position at the DDRC, responsible for providing leadership and support to families, clients, and internal staff. As a Client Services Coordinator, you will be the main source of communication for the agency, building meaningful relationships and making a positive impact on individuals' and their families' lives.

Key Responsibilities:

  1. Provide leadership by coaching, mentoring, and communicating with families, clients, and internal staff on a daily or as-needed basis, providing information to support their ability to meet their needs effectively.
  2. Act as a resource for relevant policies, procedures, legislation, service protocols, as well as ethical codes and guidelines as it pertains to their caseload.
  3. 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.
  4. Liaise with clients, DDRC staff, and external agencies, partners, and businesses while maintaining a customer service-oriented environment.
  5. Provide exceptional customer service and demonstrate a professional attitude with all stakeholders.
  6. Assist, support, and encourage individuals to advocate on their own behalf, when appropriate and necessary, to have their needs met; and, when appropriate, assist and support the individual's desires, aspirations, and life choices through interaction and advocacy within the social network.
  7. Ensure complete tracking and implementation of the client referral process.
  8. Make effective recommendations on client support and the services offered by the DDRC.
  9. Provide recommendations on client assessments and/or refer a client for a specialized assessment or external resources as appropriate to the People Manager.
  10. Attend and lead off-site meetings with clients, families, and/or guardians as required.
  11. Monitor and update electronic client files on an ongoing basis in Share Vision.
  12. Complete all paperwork on time and accurately.
  13. Coordinate clients' hours, schedules with employees' vacation time, leaves of absence, bereavement leave, sick leave, etc. to manage scheduling and coverage.
  14. Monitor and adjust schedules on a daily basis to ensure compliance with OHS and for leave of absences.
  15. Notify appropriate stakeholders when a client is absent from service and implement appropriate protocol to re-enter into service.
  16. Review and track timesheets, mileage, and other expense claims to client services delivered and submit reviewed documents to Team Leaders for approval.
  17. Collate Positive Behaviour tracking and baseline tracking documents to provide a report to Team Leaders and PBS Specialist.
  18. Must be highly knowledgeable of all DDRC programs and services.
  19. Remain knowledgeable of all community resources and referral options.
  20. Determine and prioritize requests and mandatory training needs of employees and clients to attend workshops or courses.
  21. Schedule employees and clients who require workshops or courses, notify Team Leaders of registration and completion of workshops or courses.
  22. Provide coverage for the receptionist, as required.
  23. Perform all other duties assigned by the People Manager.

About You:

  • Minimum two (2) years Disability studies and/or Project Management Diploma or equivalent education.
  • Ability to function effectively in ambiguous situations.
  • Related experience dealing with family and community relationships.

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.
  • We foster an environment of respect, acceptance, accessibility, and interdependence to work independently and efficiently.

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