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Client Support Worker Lead

2 weeks ago

Quathiaski Cove BC, Canada Tsakwa'lutan Healing Centre Full time

Tsakwa'lutan Healing Centre – Quadra Island, BC

Reports to: Clinical Director

Role Summary

The Client Support Worker Lead provides frontline leadership, operational coordination, and mentorship within the Client Support team at the Tsakwa'lutan Healing Centre. This role ensures continuity of care, staff coverage, safe client transport, and strong communication between Client Support Workers and the clinical leadership team.

The Lead Support Worker models professionalism, cultural humility, and strong interpersonal boundaries while supporting staff development, resolving conflicts, and maintaining a safe, respectful, and healing environment for clients and staff.

Key Responsibilities

Leadership, Coaching & Mentorship

  • Provide ongoing coaching, guidance, and mentorship to Client Support Workers.
  • Support staff in developing confidence, competence, and clarity in their roles.
  • Model and reinforce healthy professional boundaries in all client and staff interactions.
  • Provide constructive feedback and support performance improvement as needed.
  • Assist staff with problem-solving, decision-making, and workload management.
  • Support conflict resolution between staff or between staff and clients using trauma-informed and culturally respectful approaches.
  • Escalate performance or conduct concerns to the Clinical Director as appropriate.

Staffing & Communication

  • Monitor shift coverage and notify leadership of staff shortages, sick calls, or coverage risks in a timely manner.
  • Assist with coordinating shift coverage and prioritizing staffing needs.
  • Communicate clear shift updates, concerns, and incident information to the Clinical Director.
  • Act as a point of contact for Client Support Workers during assigned shifts.

Transportation & Scheduling

  • Maintain and coordinate the van and ferry schedule for clients and staff, ensuring reliable and timely transportation.
  • Communicate ferry schedules, pick-up/drop-off times, and transport changes clearly to staff and clinical team.
  • Ensure safe operation, cleanliness, and basic oversight of Centre vehicles.
  • Support coordination of off-site appointments and client travel logistics.

Client Support (Direct Care)

  • Provide direct client support, including orientation, intake, and discharge processes.
  • Monitor client well-being and respond appropriately to emotional distress, withdrawal symptoms, or crises.
  • Communicate client needs, concerns, or changes to the clinical team promptly.
  • Support clients in daily activities, goals, and participation in healing programming.

Safety, Security & Incident Response

  • Ensure safety and security of clients, staff, and facility during assigned shifts.
  • Respond to emergencies, incidents, and medical situations in accordance with Centre protocols.
  • Provide or coordinate first aid and emergency response as required.
  • Ensure incidents are documented accurately and reported to the Clinical Director.

Documentation & Reporting

  • Ensure accurate, timely, and professional documentation of client interactions and incidents.
  • Review and submit required reports and daily data in FYI database software.
  • Maintain clear written and verbal communication with the Clinical Director and clinical team.

Cultural Leadership

  • Model respect for Indigenous ways of knowing, being, and doing.
  • Support clients' participation in traditional healing practices and ceremonies.
  • Promote cultural humility, respect, reciprocity, and responsibility among staff.
  • Engage in ongoing learning and reflection related to Indigenous-led healing.

Required Skills & Qualifications

  • Previous experience in addiction recovery, mental health, or supportive care settings
  • Demonstrated leadership, coaching, or mentorship experience
  • Strong professional boundaries and ethical decision-making skills
  • Excellent conflict resolution and de-escalation abilities
  • Ability to remain calm, respectful, and effective in high-pressure situations
  • Strong communication, organization, and time-management skills
  • Ability to work independently and as part of a multidisciplinary team
  • Understanding and respect for Indigenous cultures and traditions
  • First Aid, CPR, and naloxone certification (or willingness to obtain)
  • Unrestricted Class 4 Driver's Licence (or willingness to obtain)
  • High school diploma required
  • Post-secondary diploma, certificate, or degree considered an asset

Job Type: Full-time

Pay: $30.00-$32.00 per hour

Expected hours: 40 per week

Benefits:

  • Dental care
  • Extended health care
  • On-site parking
  • Paid time off
  • RRSP match

Work Location: In person