client services and scheduling coordinator

Client Services and Scheduling Coordinator

(Supportive Housing-AO/SDL)

Status:

Full-Time Contract (8 months, Sunday -Thursday)

Employee Group

Non-Union

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

The Client Schedule Service Coordinator (SH) plays a central role in the day-to-day coordination and operational support of the Supportive Housing program. This includes full ownership of staff scheduling, client service coordination, administrative support, digital records management, reporting, and frontline support to attendants, clients, and leadership. This role is highly detail-oriented, fast-paced, and requires strong technical, communication, and problem-solving skills

POSITION RESPONSIBILITIES

Scheduling & Workforce Coordination

• Manage all daily and future-forward scheduling functions for attendants (AlayaCare).
• Disperse clients and assignments based on client needs, coverage, and continuity.
• Coordinate shift replacements for sick calls, vacation, stat holidays.
• Prepare and post monthly master rotation in accordance with timelines and policies.
• Analyze and monitor client schedules for areas of efficiencies and for adjustments to meet hours of service target per day
• Work with the CSSC team to develop, review, post and maintain 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 in the event of absences, including CSSC team
• Track schedule changes, ensure payroll accuracy, and report staffing trends to leadership.

Client & Service Support

• Assist with intake coordination and client file updates, including care plan preparation.
• Respond to calls and emails from attendants, clients, and families.
• Provide administrative support for referrals, resource navigation, coordination and logistics.
• Support client issue escalation, documentation, and privacy/confidentiality compliance.
• Support investigations and incident reporting, ensuring follow-up documentation.
• Work collaboratively with Personal Support Workers (PSWs), RPN's, Social Workers, Care Team Leads and other health professionals.
• Ensure employee or client documentation is complete and maintained in a timely manner
• Participating in staff training, orientation, and mentoring as required.
• Report incidents, safety concerns, or potential risks promptly.

Reporting & Data

• Complete operational reports and data tracking (staffing, incidents, attendance, etc.).
• Support quality improvement, trend tracking, and process enhancement initiatives.
• Other duties as assigned

SKILLS AND QUALIFICATIONS

• 2+ years administrative or scheduling coordination experience (healthcare or community support preferred).
• Advanced scheduling and workforce management experience — AlayaCare strongly preferred.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and digital platforms (Teams/Zoom).
• Strong organizational and time-management skills with ability to balance competing priorities.
• Exceptional written and verbal communication; professional, calm, and solutions oriented.
• High degree of digital literacy and comfort working in electronic records and cloud-based systems.
• Ability to support de-escalation and sensitive client / staff interactions.
• Valid driver's license and access to a reliable vehicle for travelling between sites and to head office.

WORK ENVIRONMENT

• Work is performed in a variety of settings not limited to our supportive housing buildings, home office and the organization's head office.
• Ability to work rotation with flexibility to support weekends, and on call as required.

SPECIAL CONDITIONS

• A Criminal Record Check and credential verification will be conducted.
• Nucleus Independent Living has a scent-free environment policy.
• Vaccination will be a condition of employment for new hires, except when impossible due to legitimate, established exceptions. The vaccine must be a two-dose COVID-19 vaccination series approved by Health Canada.

Nucleus is committed to ensuring that all employment practices are inclusive. As an organization, we are committed to providing and arranging accommodation for candidates upon request.