Service Coordinator

**Job ID: 23-002DS**

**Organization Overview**:
YWCA Edmonton is a powerful voice for equity and has been leading social change and progress for women and families in the Edmonton region since 1907. Part of an international movement, YWCA Edmonton is a trusted provider of services, programs and advocacy work that transforms lives and helps build a stronger, healthier, and equitable community for all.

What we can offer you:

- Professional development and learning opportunities
- A rewarding experience to make an impact in another person’s life
- Service recognition and employee awards

**Job Summary**:
The Service Coordinator will oversee the work of disability services department frontline staff (i.e. Contractors, Community Support Workers, etc.) handling caseloads that are assigned to them. They will assess an Individual’s and/or family’s needs and develop and coordinate customized services.

The Service Coordinator works collaboratively with families, funder representatives, and other community agencies, when required, in order to assess the needs of the Individual and customize supports on an individual basis.

This individual will have a person-centered approach to their work while demonstrating proficiency in skills including problem-solving and decisiveness, time management, and conflict resolution. They will be an effective communicator with strong interpersonal skills, and a demonstrated understanding of professional boundaries.

**Hours of work and location**:This is a full-time position working 37.5 hours per week, and is community-based and involves regular travel to homes in Edmonton and/or the surrounding area. Flexibility in work hours to meet the needs of the caseload and may include evenings and weekends.

**Responsibilities**:
**Program Delivery**

Prepare individualized budget proposals.

Design, staff and implement programs, as needed, to address identified needs of the Individual, including, but not limited to, behavioral, routine, self-help, social, community access, and communication.

Work in conjunction with department Managers to develop appropriate practices and procedures.

Regularly travel to Individual or family homes, events, or other meetings in the community.

Conduct intake procedures as required.

**Human Resources Management**

Conduct recruitment processes in collaboration with Human Resource Management.

Ensure adequate levels of staffing are maintained, to meet requirements for delivery of services.

Provide ongoing supervision to direct service personnel and other Disability Services team members as needed.

Conduct performance evaluations of direct service personnel.

Consult with Human Resources in all performance management-related issues at the earliest opportunity.

Manage conflict resolution involving direct service personnel and/or families.

Support direct service personnel to find resources for required training, as requested.

**Administration**

Coordinate schedules for direct service personnel in accordance with Individuals’ (clients’) contractual hours.

Monitor Individuals’ hours and days served on a bi-weekly basis.

Review and authorize bi-weekly payroll submissions.

Ensure that all files are accurate and up-to-date, inclusive of all written documentation.

Schedule and facilitate all direct service personnel meetings.

Attend all regularly scheduled department meetings.

Work collaboratively with other Coordinators to take regular shifts in the on-call rotation.

Notify the department Manager, Service Delivery of:

- Individuals for which service can no longer be provided.
- Matters involving personnel disciplinary action.
- Critical incident reports.
- Any matter which potentially impacts the reputation, budget and/or finances of YWCA Edmonton.

Those issues which relate to department procedures or the safety of direct service personnel or the Individual(s) being served.

Other duties as assigned.

**Authority**

Notify the Manager, Service Delivery regarding any issue that significantly impacts the department or the agency.

All outgoing correspondence that significantly impacts the department or agency must have the approval of the Manager, Service Delivery.

Notify the Manager, Service Delivery of:

- Matters requiring staff disciplinary action.
- Referrals for which service cannot be provided.
- Those issues which relate to program procedures, or the safety of the staff or of the families being served.

**Environment**

This is a full time, salaried position, (37.5 hours per week).

Work from home, in the community, or YWCA Edmonton office.

Requires flexibility in work hours to meet the needs of the caseload; may include evenings and weekends.

Necessary work resources are provided, i.e. laptops, Zoom lines, etc.

Community-based and involves regular travel to homes in Edmonton and/or the surrounding area.

Notify the Manager, Service Delivery regarding any issue that significantly impacts the department or the agency.

All outgoi