On Call Coordinator

1 week ago

Mississauga, Canada Home Instead Full time

**On-Call Coordinator Job Description**

The On-Call Coordinator is expected to perform a variety of duties that relate to client care and service delivery for our clients & CAREGivers. They are expected to be responsible for providing the highest level of quality service to all clients and family members. We will be able to achieve this by developing relationships with those individuals that make all of this possible - the CAREGivers Also, working well with team members and by being committed to quality service. In addition, the On-Call Coordinator will work hand-in-hand with the Home Instead Enterprise team to ensure a positive, cohesive and supportive environment for all Key Players and to ensure that all needs of our team are met.

A description of the On-Ca Coordinator’s roles and responsibilities is as follows:

- Build trust by reflecting the Brand Promise of Home Instead
- We will deliver, without exception, on every commitment we make to you and your loved ones._
- Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients:

- Build Trust, Take the Lead & Share your Heart_
- Adhere to all procedures, specifically Control of Service Provision, First Visit, Service Complaints, and Incidents & Accidents, as mandated by our Quality Management System
- Ensure the needs of the client, family, employee, and company are consistently being met through regular contact on the status of their specific request
- All call-off shifts that you receive must be staffed. If unsuccessful in staffing a shift before 8:30am, a call to the office is required to hand off the unassigned shift with a synopsis of the efforts made
- Ensure that all key indicators are met or exceeded including decreasing cancelled shifts and ensuring staffing is done in a thoughtful manner where consideration on compatibility is of the utmost importance
- Take the lead with managing the our client/CAREGiver schedule portfolio by being accountable for all scheduling transactions that occur after hours
- Will be accountable for being responsive to the client and CAREGiver needs
- Build trust by complying to our Quality Management System
- Demonstrate common sense in decision making while anticipating the consequences of decisions.
- Discern when there is a need for quick decisions or more thorough assessments
- Ability to work independently and meet deadlines
- Ability to maintain confidentiality of information
- Maintain accurate client and CAREGiver records in ClearCare (system)
- Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in ClearCare (system)
- Share your heart by participate in the CAREGiver retention programs and coordinate CAREGiver of the month recognition
- Answer each incoming call in a friendly, professional, and knowledgeable manner
- Field new client inquires over the phone in a knowledgeable manner, enter information into ClearCare and arrange Care Consultations
- Reflect the core values & Guiding Principles of Home Instead
- Other duties as assigned by management.
- Hours would be 5pm-8:30am, Thursday -Sunday

**Job Type**: Part-time

**Salary**: $90.00 per day

Flexible Language Requirement:

- French not required

Schedule:

- Night shift
- On call

Work Location: Hybrid remote in Mississauga, ON L4W 4W8

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