Client Services and Scheduling Coordinator

**About Nucleus Independent Living**

Nucleus Independent Living is an innovative and learning organization, focused on providing exceptional, culturally sensitive care to residents in the Peel, South Etobicoke and Halton 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. At Nucleus, we view our diversity as our strength. We know that the unique perspectives of our clients, caregivers and staff contribute to a better environment for all. We are committed to listening, learning and amplifying the voices that will help make us be more inclusive and become better informed to serve our communities. We embrace diversity, choose equity and action inclusion.

**Position Summary**:
Reporting to the Manager of Scheduling Services, the Client Service and Scheduling Coordinator is responsible for performing the daily tasks which includes scheduling, dispatching, and data entry to ensure client and staff schedules are accurate, aligned with program needs, Collective Agreements, and employment legislation. The CSSC will also monitor attendant schedules, ensuring that client and service needs are met in an efficient and optimal manner.

**Key Responsibilities**:

- Collaborate effectively with team members to accomplish shared goals.
- Support the Scheduling Manager and Team Lead with training for new hires and recommend ongoing education and training to ensure team proficiency.
- Foster a positive and collaborative team environment by promoting open communication, resolving conflicts, and recognizing team achievements.
- Ensure daily schedules are accurate, up-to-date, and free from double bookings. Fill vacancies and replace shifts as necessary, and plan for upcoming shifts to ensure coverage.
- Negotiate and manage client issues or concerns with scheduled visits.
- Analyze and monitor client schedules for areas of efficiencies and for adjustments to meet hours of service target per day.
- Check compliance with Collective Agreements, ensuring all shifts are covered and schedules adhere to relevant employment legislation.
- Ensure up-to-date and accurate documentation for both employees and clients in compliance with internal policies and relevant regulations.
- Respond to employee accidents and critical incidents, ensuring staff safety and adherence to Nucleus policies. Escalate issues as necessary to the Care Team Lead and/or Manager.
- Maintain the confidentiality and privacy of all sensitive information in accordance with Nucleus policies and PHIPA regulations.

**Skills and Qualifications**:
**Education**:
post-secondary education, with a background in Social Services, Gerontology, Business, or Medical Administration preferred. Medical knowledge is an asset.

**Experience**:
Experience scheduling in a unionized healthcare environment is highly preferred. Previous experience in scheduling according to Collective Agreements and relevant employment legislation is a significant asset.

**Skills**:

- Excellent organizational and time-management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Strong problem-solving and decision-making abilities.
- Exceptional interpersonal and communication skills, with a focus on customer service and the ability to engage with diverse populations.
- Demonstrated ability to work independently, under time pressure, and handle changing demands effectively.
- Passion for delivering exceptional service to vulnerable populations.
- Experience or working knowledge of community services for seniors or adults with physical disabilities is an asset.

**Special Conditions**
- On-call rotation with the CSSC team
- Criminal Record Check and credential verification required.
- Evening, weekend, and holiday work is required.
- Hours of operation are from 6:00 AM to 10:30 PM, with shifts scheduled within this time frame.
- Flexible working hours during weekdays (to be arranged based on mutual availability). Please note that **weekend shifts are mandatory**, with up to **t**wo additional shifts scheduled during the week.

**Work Environment**
- Office equipment: phones, computers, headsets, laptops, printers, photocopiers, etc.
- Physical demands: sitting, standing, walking, light lifting.
- Smoking is prohibited in office areas, and designated smoking areas are provided.
- Nucleus maintains a scent-free workplace.
- No hazardous materials other than standard cleaning supplies are used.

**Vaccination Policy**

**Commitment to Inclusion**

**Benefits**:

- Company events

Flexible language requir