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Client Navigation Worker

2 weeks ago

Calgary AB TR B, Canada CUPS Full time

Navigate Complexities. Create Change. Together. This is our purpose at CUPS.

Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly – we are accountable for our words, our actions, our relationships, and most importantly, ourselves. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.

The Opportunity

We are looking for a Client Navigation Worker to join our Care Coordination Team at CUPS.

The Client Navigation Worker is responsible for welcoming individuals to CUPS, either in person, by phone, or through email, by creating a caring, dignified and trauma informed experience for all clients. you will greet and welcome all clients accessing CUPS and work efficiently with clients with complex concerns to identify the most pressing needs and provide high quality and accurate guidance and connection to the best resource available, both internally and externally. You will ensure that clients connect to service providers successfully, and that internal team members are provided with client briefings in person or via electronic data systems to increase service efficiency and positive client experience.

  • Location: Onsite, CUPS Ave SW, Calgary
  • Reports to: Team Lead, Care Coordination
  • Contract type: Term
  • Schedule: Full-time, Mon to Fri, 37.5 hours per week
  • Starting salary: $49,663 - $51,629

Please note that CUPS closes over the winter break, and interviews will be scheduled in the new year.

Key Responsibilities

  • Welcome, check-in, screen, and triage all guests attending CUPS to be connected to support services, assisting in managing client flow and providing guidance to clients on resources & services
  • Develop & maintain strong and supportive relationships with the client administration team of the Access Care Clinic, Medical Office Assistants, Connect 2 Care and Care Coordination Administrators, providing back up to positions as required to ensure constant delivery of exceptional client service
  • Provide short term services to clients with straightforward resource/referral requests, while connecting clients with longer term/complex service needs to the appropriate support worker
  • Manage incoming calls and emails to CUPS information line/inbox providing timely and accurate information to clients and ensuring information flows to assigned support workers when present
  • Accurately enter all required data points in all databases regarding client intake, initial needs assessment and required consents
  • Remain up to date on internal changes to programs, services and personnel to ensure accurate care plan development and warm hand-offs of clients to colleagues
  • Provide coverage for Greeter role as needed, communicating with the front desk Client Navigation and MOA teams to inform of client's coming into and out of the building
  • Maintain and calm, welcoming environment for those accessing CUPS services
  • Deescalate, answer questions and support clients making connections at CUPS
  • Develop warm and trauma informed relationships with CUPS clients creating consistency in client experience
  • Work with Behavioural Review Committee (BRC) and CUPS programs closely to review client service plans to ensure clients are supported in a manner that increases ability to continually access CUPS service
  • Remain up to date on service plan changes for high needs clients and clients under review of the BRC

Employment Requirements

  • 3-5 years' experience working with clients directly in the social service sector OR Diploma in Human Services (Social Work, Addictions & Community Health etc.)
  • 1-2 years of previous work experience in the social service sector
  • Demonstrated experience providing first point of contact service to diverse variety of clients who may be experiencing mental health, addiction, poverty & trauma concerns

What You Bring

  • Previous experience working effectively within multidisciplinary team
  • Proficiency in client databases (ex. HOMES, FCSS, HMIS) considered an asset

Working Conditions

  • Extended hours of standing
  • Periods of high stress
  • Exposure to traumatic incidents and vicarious trauma

Ready to Join Us?

Submit your resume and cover letter, including your salary expectations. Please also answer all screening questions.

We thank all applicants for their interest; only those selected for interviews will be contacted.

Job Types: Full-time, Fixed term contract

Pay: $49,663.00-$51,629.00 per year

Benefits:

  • Casual dress
  • Dental care
  • Employee assistance program
  • Paid time off
  • RRSP match

Application question(s):

  • Do you have a Diploma in Human Services?
  • Do you have experience working as a first point of contact for individuals facing challenges such as mental health, addiction, or trauma?
  • What prompted you to apply to CUPS?
  • Have you uploaded the required cover letter? Please make sure to highlight your salary expecations

Experience:

  • client facing social services: 3 years (preferred)
  • social services: 1 year (required)

Work Location: In person