The Client Service Associate serves as the service and information liaison between funders, clients and the care team and community. The Client Service Associate receives and processes referrals and updates, and responds to inquiries from the community, customers, clients, doctors, service providers, and other agencies.
Work as part of the Service Delivery team in the intake of new clients, and the planning and maintenance of client visits and service records
Liaise with funders, clients and the care team in the community regarding services and information and is the first point of contact for all incoming service requests
Receive and process referrals and updates and responds to phone inquiries from community, customers, clients, doctors, service providers and other agencies.
Coordinate all standardized data input, triaging of calls and information and the ongoing coordination of client service and service provider schedules and updates
Scheduling of employees as required
Data collection and statistical reporting as requested
Quality culture and process involvement as required
The CSS Coordinator reports to the Manager of Community Support Services. In conjunction with the Manager of Community Support Services, the CSS Coordinator is responsible for overseeing the service delivery of programs and offering support and direction to the volunteer and program team. The CSS Coordinator monitors program activity to ensure accountability of service as per agency policies and VON Canada National Standards of Service Delivery and the College of Nurses.
Responsible for managing and coordinating client care and service delivery on 24/7 a week basis, through assessment and intake by providing care plans, case management, counseling, crisis intervention, advocacy and liaison with community partners and resources
Responsible for orientation and training of all new PSW and Home Helpers
Responsible for maintaining effective communication with the Manager of Community Support Services, clients, CCAC Case Managers, and other staff to ensure team goals are achieved
In conjunction with the Manager of Community Support Services, supervises a team of program staff by administering performance reviews, providing supportive coaching and discipline, as needed
In conjunction with the Manager of Community Support Services, ensures site is adequately staffed by monitoring schedule and providing for coverage
Effectively delivers client services consistent with established standards and ensures Ministry program targets are met within budgetary restrictions
Responsible for supervising and training Social Work/Gerontology/PSW placement students
Performs administrative duties assigned by the Manager
Provides rotating supervisory duties, e.g. on-call supervision
Participates on committees assisting in the development of policies, procedures and positive growth of the agency
Functions in accordance with the principles of client-focused service and continuous quality improvements and the standards of VON Canada
Attends and actively participates in staff meetings and other agency meetings as required