Client Services Coordinator

6 months ago

Calgary, Canada ddrc Full time

WHAT THE ROLE PROVIDES YOU:

The DDRC hires passionate, driven individuals who live our values and can work independently. We offer a variety of roles, competitive benefits, and a culture that supports work/life balance.

We offer semi-fixed schedules that may change based on clients needs, paid training, development, coaching, Benefit Plan, Health Spending Account (HSA), Employee and Family Assistance Program (EFAP), WCB, vacation days, free parking, statutory holidays, and Agency complimentary hours off per year.

As a Client Services Coordinator for our CHOICES Team, you would be the main source of communication for the agency, build meaningful relationships, and make a positive impact on individual’s and their family’s lives.

KEY RESPONSIBILITIES:

Provide leadership by coaching, mentoring and communicating with families, clients and internal staff on a daily or as-needed basis; provide information to support their ability to meet their needs effectivelyAct as a resource for relevant policies, procedures, legislation, service protocols as well as ethical codes and guidelines as it pertains to their caseloadEnsure honest, open, timely and accurate communication at all times to promote transparent leadership and ensure all team members are kept up to date with relevant informationLiaise with clients, DDRC staff and external agencies, partners and businesses while maintaining a customer service-oriented environmentProvide exceptional customer service and demonstrate professional attitude with all stakeholdersAssist, support and encourage individuals to advocate on their own behalf, when appropriate and necessary, to have their needs met; and, when appropriate, assisting and supporting the individual’s desires, aspirations and life choices through interaction and advocacy within the social networkEnsure complete tracking and implementation of the client referral processMake effective recommendations on client support and the services offered by the DDRCProvide recommendations on client assessments and/or refer a client for a specialized assessment or external resources as appropriate to the People ManagerAttend and lead off-site meetings with clients, families and/or guardians as requiredMonitor and update electronic client files on an ongoing basis in Share VisionComplete all paperwork on time and accuratelyCoordinate clients’ hours, schedules with employees vacation time, leaves of absence, bereavement leave, sick leave, etc. to manage scheduling and coverageMonitor and adjust schedules on a daily basis to ensure compliance with OHS and for leave of absencesNotify appropriate stakeholders when client is absent from service and implement appropriate protocol to re-enter into serviceReview and track timesheets, mileage and other expense claims to client services delivered and submit reviewed documents to Team Leaders for approvalCollate Positive Behaviour tracking and baseline tracking documents to provide report to Team Leaders and PBS SpecialistMust be highly knowledgeable of all DDRC programs and servicesRemain knowledgeable of all community resources and referral optionsDetermine and prioritize requests and mandatory training needs of employees and clients to attend workshops or coursesSchedule employees and clients who require workshops or courses, notify Team Leaders of registration and completion of workshops or coursesProvide coverage for receptionist, as requiredPerform all other duties assigned by the People Manager 

WHAT YOU BRING TO THE ROLE:

Minimum two (2) years Disability studies and/or Project Management Diploma or equivalent educationAbility to function effectively in ambiguous situationsRelated experience dealing with family and community relationshipsRecognized as possessing a level of professionalism beyond reproach

PERSONAL QUALITIES:

Demonstrated values consistent with the DDRC missionAble to work independently and as part of a multi service teamProfessional / articulate communication – verbal, written, listening, two-way feedbackAbility to maintain composure during stressful situations

DDRC VALUES:

We value diversity;We believe individuals have a right to explore and fulfill their potentials;We recognize the need for accountability and responsibility; andWe foster an environment of respect, acceptance, accessibility, and interdependence to work independently and efficiently

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