Client Care Advisor- Pandemic Response Division, Call Centre - Jobs in Niagara, ON

Job Description

Division186 – Pandemic ResponseImportant Notices & AmendmentsThese positions are to support the Pandemic Response Division, you will be assigned a specific area of Pandemic Response, however you could possibility be re-assigned to other areas that includes COVID case and contact management, outbreak, call center, & mass immunization based on business needsTemporary DurationApproximate Duration: 6 monthsAbout UsServing a diverse urban and rural population of more than 430,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.Please note that the Niagara Region requires that all newly hired employees are to be fully vaccinated against COVID-19 as a condition of being hired and provide proof of full vaccination, or provide proof of a bona fide medical or Human Rights Code exemption on a form issued from and approved by Niagara Region.Job DescriptionJOB SUMMARYReporting to the Supervisor the Client Care Consultant impacts the health and health equity of the population by providing advice and support to individuals contacting the Call Centre regarding the pandemic, as well as supporting investigations with contact tracing efforts, for individuals at risk of exposure to the virus. Specifically, they will have two primary responsibilities spanning both outbound and inbound calls 1) completing follow up on all close contacts of cases who have tested positive with the virus, assess the risks and provide guidance following Public Health protocols and 2) responding to general inquiries from community partners and residents that come through the Call Center, assessing risk for exposure and making referrals to testing as required. They will be responsible for remaining current in the best practice recommendations and providing information that is accurate, up to date and consistent with public health protocols.QUALIFICATIONSEDUCATION

• 2 (two) year diploma from an accredited College as a regulated health professional (e.g. Paramedic, Dental Hygiene, or a three year bachelor’s degree in a health related specialization (e.g. Public Health, Bachelors in Health Science) (non-regulated health professional)

KNOWLEDGE/EXPERIENCE

• 3 (three) years of customer service experience
• Knowledge of privacy legislation
• Experience in community health or a public health setting
• Ability to use discretion, maintain confidentiality and have ethical conduct
• Experience in infection prevention and control is preferred
• Experience with medical informatics data base system is preferred
• Experience conducting telephone-based or in-person interviews, assessments, data collection and data entry are strongly recommended
• Contact tracing experience preferred

SKILLS

• Proficient computer sills
• Problem solving
• Ability to use discretion with client information and maintain confidentiality
• Ability to make minor decisions and know when to escalate issues to another health care provider
• Ability to manage multiple tasks at the same time
• Ability to focus on work despite multiple interruptions
• Strong written and oral communication skills and have the ability to speak, read and write in English, proficiency or fluency in other languages is an asset

RESPONSIBILITIESAssessment and Analysis

• Assesses the health status of the client contacting the Call Centre and makes self-isolation or self-monitoring recommendations based on high risk or low risk exposure
• Initiates contact follow-up with those identified at higher risk, notifying them of their exposure to the virus
• If necessary, coordinates referrals for testing, healthcare services, and other supportive services, as needed as per local protocol
• Assess contact’s ability to safely and effectively self-isolate/quarantine at home. Identifies risks, problem solves alternative options and reports to Supervisor situations that are complex and require more guidance and support.

• Communication

• Manages a large volume of calls from the general public in a timely and effective manner
• Identifies and escalate priority issues and routes calls to appropriate resources when indicated
• Contacts clients on a scheduled basis who are being monitored
• Provides optimal customer service to clients related to the pandemic response and provides appropriate public health messaging
• Provides courteous, accurate and timely response to questions.
• Collaborates with a multi-disciplinary team of professionals
• Communicates effectively to clients to establish professional helping relationships which assists clients to identify options, make choices and consent to testing when applicable
• Modifies and adapts methods of communication to account for the differing needs of contacts, especially in stressful and difficult situations, addressing client barriers and ensures polite, efficient and appropriate communications.
• Communicates effectively to other professionals and workplaces providing resources and guidance

• Professional Responsibility and Accountability

• Reviews guidance and keeps up to date on pandemic response protocols and general public health messaging
• Adheres to script messaging and identifies risks and reports such risks to management
• Maintains client confidentiality with respect to personal health information
• Contributes to the maintenance and accuracy of effective systems for the surveillance of the pandemic by providing accurate data and information
• Collaborates with public health nurses in case management to ensure timely contact tracing efforts when indicated
• Adheres to public health policies and provincial guidelines as written by Public Health Ontario or Ministry of Health

Leadership

• Mentors and orients new staff to the call center’s work as required
• Contributes to an empowering work environment during morning huddle

Closing StatementUncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!Let us know why you would be an excellent team member by submitting your online application.We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected