Client Services Coordinator - Jobs in Powell River, BC

Job Description

About the OrganizationLift Community Services focuses on helping all people thrive in the qathet region by reducing social inequities and by providing support and advocacy for anyone who needs it. Our vision is a welcoming, inclusive, and diversity-affirming community that is free of poverty and full of heart. At Lift, we believe a thriving, sustainable community comes from a collaborative, equitable, future-focused approach. Our programs and services include employment services, supportive housing and homeless outreach, temporary shelter services, literacy programs and outreach, immigrant services, adult and family on-demand support. We also provide community leadership and development in overdose response planning, poverty reduction planning, and other projects that develop a more connected and resilient community. Lift operates many resource centres in our community, including the local WorkBC Centre, the Community Resource Centre, the Family Place, and the Dr. Elsie Paul Literacy Centre and the Nook Social Enterprise Cafe both located at the Powell River Public Library.OpportunityWe are seeking a Client Services Coordinator to join our WorkBC Centre team. The candidate, above all else, must fundamentally value genuine inclusivity and believe that we, as a community, are ethically accountable for the health and wellness of all who live here.Overview

• Hours: 32 hours per week
• Shifts: Monday to Thursday, 8am to 5pm, with rotating Wednesday evening shifts of 11am to 7:30pm
• Hourly Wage: $31.20 to start, on a 5-step wage scale
• Benefits: Competitive extended health benefits and an up to 4% matching RRSP plan
• Work Site: Work BC Powell River Employment Services Centre, 4511 Marine Avenue, Powell River
• Start Date: ASAP
• Closing Date: Sunday, October 2nd, 2022 at 11pm PT
• Questions Contact Brodie DAngio, WorkBC Powell River Manager at brodie@liftcommunityservices.org
• To Apply: Submit a self-designed resume and cover letter

SummaryThe Client Services Coordinator (CSC) is a member of WorkBC Powell River’s coordinating team. In collaboration with the WorkBC Manager and the Training Services Coordinator, the CSC provides leadership to the employment counselling team within WorkBC Employment Services.This position leads a team of 4+ employment counsellors, coordinating client services and program delivery to ensure client needs are met. The CSC oversees the delivery of WorkBC policy and systems training for WorkBC Powell River and subcontractors’ employment counsellors, and carries a client caseload, as required, to understand and implement improvements to program delivery. Download the job description (pdf) here.ResponsibilitiesLeadership

• Nurture and develop a team culture that is supportive, collaborative, open, and flexible
• Support team members in the daily delivery of front-line client service
• Coordinate orientation and onboarding of new employment counsellors
• Mentor and assist team members in identifying and pursuing professional-development goals
• Assist in coordinating opportunities for team and individual learning and development
• Act as a first point of contact to receive client feedback and resolve issues when appropriate
• Carry a client caseload, as required, to understand and implement improvements to program delivery

Program Planning, Evaluation and Training

• Communicate and coordinate with WorkBC Powell River and subcontractors employment counsellors
• Interpret WorkBC policy to make decisions on client eligibility, supports and services
• Develop processes and job aids, and to send communications to the ministry, incorporating knowledge of WorkBC policy, and the Integrate Case Management/Online Employment Services (ICM/OES) systems.
• Train team members keep them updated on WorkBC policy, ICM/OES systems, and procedural changes and refer, as appropriate, to policies and procedures on the Extranet
• Update and monitor recordkeeping systems to support employment counsellors in tracking their caseloads and ensuring client files, calendars, and data entry are accurate and meet Quality Assurance standards
• Evaluate suite of programs and services offered; encouraging staff input, develop initiatives to meet changing client needs
• Coordinate gathering and preparation of statistical and narratives reports, as necessary, monitoring targets and recommending remedial measures
• Ensure gathering and review of service-quality questionnaires and evaluations
• Participate in proposal development regarding project delivery

Administration

• Assist with scheduling of team member workflow
• Assist in creating systems to ensure ICM billings are accurate and meet Quality Assurance standards
• Promote, recommend approval of, and schedule professional development for team members
• Coordinate and attend team meetings, as required
• Meet regularly with WorkBC Powell River Manager to address policy and procedural issues, coordinate flow of information, and ensure fulfillment of contractual obligations
• Assist with proposal writing and development, as required
• Other duties, as required

Community Liaison

• Encourage and support team members to research and understand community services, including Lift Community Services programs and activities
• Liaise with funders, businesses, government agencies, and community partners, when required
• Represent and promote Lift Community Services and WorkBC Powell River in the community

RequirementsEducation

• Post-secondary degree, training in counselling, leadership and/or human resource management, and/or equivalent combination of training and experience
• Certified Career Development Practitioner (CCDP) designation an asset

Experience

• Successful experience in a leadership capacity
• Successful experience working in a counselling role within WorkBC Employment Services is an asset; or experience in working in social services, or related sectors.
• Demonstrated experience using diverse software
• Demonstrated responsibility for policy and data analysis
• Demonstrated experience working within policy frameworks and accountability systems

Personal Suitability

• Model compassionate equitable inclusive client-centred approaches
• Maintain appropriate client/worker boundaries
• Handle confidential information with good judgment, discretion and integrity
• Committed to a problem-solving, strengths-based approach
• Take initiative and demonstrate a positive attitude towards change and learning
• Demonstrate awareness of ones own capabilities and when to draw upon others expertise
• Willingness to work evenings or weekends, as required
• Clear criminal record check
• Valid drivers licence and access to a reliable vehicle

Abilities and Skills

• Demonstrated research and analytical skills to investigate and resolve issues
• Demonstrated ability to manage high workload with multiple priorities
• Demonstrated ability to work during significant level of interruptions
• Demonstrated instructional/training skills
• Strong writing skills
• Ability to organize team members and contribute to a team environment
• Ability to prepare reports, maintain records, and make recommendations
• Effective verbal communication skills

Knowledge

• Knowledge of career-development core competencies is an asset
• Comprehensive understanding of WorkBC policy, or generally navigating complex policies
• Knowledge of the Integrated Case Management/Online Employment Services (ICM/OES) systems is an asset
• Knowledge of Lift Community Services organizational structure, mandate and objectives
• Knowledge of government funding and contract reporting processes
• Knowledge of recruitment, evaluation, and human resource development strategies

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