Client Service and Scheduling Coordinator

Nucleus Independent Living is an innovative and learning organization, focused on providing exceptional, culturally-sensitive care to residents in the Mississauga, Halton, and West Toronto communities to enable frail seniors and adults living with physical disabilities to live their best life independently, at home. Our highly committed staff embody our ICCARE values of Innovation, Compassion, Collaboration, Accountability, Respect, and Excellence in the delivery of personalized care, where every person’s experience is exceptional, every time. We are committed to creating a safe environment where you feel heard, valued for the work you do, able to grow and learn, and make a difference to every person you touch.

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Reporting to the Manager, Client Services the Client Service and Scheduling Coordinator has overall accountability for the daily coordination and monitoring of client services activities including service planning, scheduling, dispatching, and data entry required to accurately develop and maintain client and staff schedules that meets the client and program needs in an efficient and optimal manner in alignment with Collective Agreements and relevant employment legislation. The Client Service and Scheduling Coordinator prepares payroll reconciliation and acts as the first point of contact and support to resolve unexpected events.

**POSITION RESPONSIBILITIES**
- Develops and manages positive and respectful relationships with clients on behalf of the organization.
- Negotiates and manages client issues or concerns with scheduled visits.
- Develops and maintains a schedule in compliance with Collective Agreements and relevant employment legislation to meet client service needs and to ensure all shifts are covered. Determines need for staff replacement/redeployment.
- Analyzes and monitors client schedules for areas of efficiencies and for adjustments to meet hours of service target per day.
- Continuously monitors for quality and makes recommendations for implementing improvements to Manager.
- Manages and approves staff scheduling requests in collaboration with the Care Team Lead, including availability, shift exchanges and shift cancellations, such as sick calls.
- Reviews vacation and other Leave of Absence requests and communicates recommendations to Care Team Lead for review and approval.
- Ensures schedule is posted as per the collective agreement and is as complete as possible.
- Prepares and ensures accuracy of bi-weekly payroll and agency service provider invoices and submits to Manager for approval. Resolves any discrepancies.
- Ensure employee or client documentation is complete and maintained in a timely manner.
- Responds to and immediately manages employee accidents and ensures compliance with Nucleus policy to ensure staff safety. Communicates/escalates to the Care team Lead and/or Manager.
- Responds to critical incidents in a timely manner and escalates to Care Team Lead.
- Identifies and mitigates risks in client service.
- Protects the privacy and confidentiality of all privileged information and activities according to the policies of Nucleus and PHIPA.

**REQUIREMENTS**
- Post-Secondary school degree or diploma in Social Service, Gerontology, Business or Medical Administration and/or equivalent education/experience combined. Ability to work collaboratively with others to meet goals, objectives and outcomes.
- Previous experience scheduling according to Collective Agreements and relevant employment legislation is a significant asset.
- Excellent organizational, interpersonal and communication skills, problem-solving and decision-making ability.
- Excellent customer service skills and a passion for delivering exceptional service to vulnerable populations.
- Experience or working knowledge of community work with the senior population or Adults with Physical Disability considered an asset.
- Ability to work independently, under time pressure and successfully manage multiple tasks simultaneously. Demonstrated initiative, teamwork and the ability to prioritize tasks and be flexible to accommodate changing demands.
- Ability to demonstrate sound judgement.

**SPECIAL**
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**CONDITIONS**
- A Criminal Record Check and credential verification, as applicable, will be conducted
- Some evening, weekend and/or holiday work may be required

**WORK ENVIRONMENT**
- Special Equipment - office phones, computers, laptops, printers, photocopier, cellphone and other office equipment,
- Sitting, standing, walking, moderate to heavy lifting
- Smoking is not permitted in the office areas. Smoking areas are designated according to the policy of the building.
- Nucleus Independent Living has a scent-free environment policy.
- No hazardous materials other than normal/usual household cleaning supplies are used

Vaccines are a proven, safe and powerful weapon in our battle against COVID-19. Now that vaccines are widely available and recognizing that many of our staff are already vaccinated, vaccination w