FT, Temp (Parental Leave) Client Services Coordinator – #7230 – S

Direct Service:

• Interview and assess the complex or multiple needs of individuals and families who come in seeking help or are referred by partner agencies in order to assist, support and advocate for them in obtaining basic needs
• Review eligibility of clients to receive food/transportation/utility/prescription/housing, etc. assistance based on financial situation and previous usage
•  Administer CCWN’s various programs, services, including: Emergency, Food, Clothing, Back to School, Holiday Hamper and Angels, and Birthday programs as appropriate
• Create a file and enter information in database, update database with each consecutive visit
• Perform required program documentation, data collection, administrative duties, and exchange of relevant confidential information as necessary
• Prepare and implement all program, equipment and facility requirements
• Ensure that information and documentation regarding clients and CCWN business is kept secure and confidential

Advocacy:

• Promote programs in community or when attending any meetings with partner agencies
• Research community needs, demographics, trends and best practices for our programs to ensure they are appropriate and targeted effectively
• Plan and implement a range of advocacy, networking, support and self-help programs, training and workshops
• Make referrals to other community agencies or related internal programs for assistance; advocate with third parties in specific cases (i.e. landlords, Gov’t agencies, schools etc.)
• In consultation with Executive Director, represent CCWN at offsite meetings/events and liaise with local media for the purpose of program, service and special initiative promotions; produce and update (online and print) promotional, communication and training materials
• Liaise with other service providers locally and regionally to maximize program and service delivery for children, youth, and adults living in marginalized conditions in our community; participate on committees and boards as appropriate

Volunteer Engagement:

• Oversee the promotion of volunteer opportunities with CCWN through recruitment and strategic outreach campaigns
• Develop and implement an ongoing recruitment and retention strategy, with the goal of increasing volunteer participation
• Collaborate with all CCWN service areas to determine volunteer needs and opportunities
• Ensure the development and training of volunteers, including the creation of manuals, screening materials and design of training programs
• Coordinate and support volunteers to participate in meeting the client support needs of CCWN
• Develop and implement a plan for volunteer recognition, appreciation and celebration
• Track, evaluate and report volunteer hours and assignments including maintaining volunteer lists that are accurate and up-to-date
• Collect ongoing feedback from volunteers and evaluate future assignment needs

Reporting:

• Assist in the development, monitoring and control of all applicable operating and supply budgets
• Contribute to the preparation of grant reports and proposals; provide leadership and support to special events and public relations initiatives, as directed
• Maintain accurate client records, program participation data etc. in hard copy such as files and registration forms and electronically be it in HIFIS, Link2Feed, Excel as examples; Compile reports on a monthly basis

Other:

• Demonstrate and promote a personal understanding and appreciation for CCWN’s mission, vision, strategic direction and values
• Provide administrative and coordination supports for volunteer groups and ad-hoc groups
• Exercise a high level of confidentiality in all interactions
• Participate in ongoing training for client service, volunteer coordination, program development etc.
• Promote and participate in a work environment free of workplace harassment and violence
• Perform work in a safe manner, so as not to endanger oneself or others
• Immediately report all workplace hazards, accidents or other occurrences that may pose a risk to the organization or the safety of oneself or others
• Adhere to the requirements outlined in the CCWN Staff Handbook, Occupational Health & Safety Act, Workplace Safety & Insurance Board Act, Ontario Human Rights Code and Employment Standards Act
• Participate in all training programs as required
• Participate in team/staff meetings when required
• Additional duties may be assigned by the Executive Director

• Post-secondary education in a related/relevant field of study
• Minimum 2 years’ experience in delivering community-based client centered services
• A combination of education and experience will also be considered

Knowledge, Skills and Abilities:

• Superior written and verbal skills; effective communication and problem solving skills
• Experience in event planning and special events management
• Evidence or track record in achieving targets/objectives for client service
• Experience working with community groups, the media and the general public
• Proficient in the use of Microsoft Office, Adobe Creative Suite, social media tools, and aptitude to utilizing software specific to Client Services (HIFIS, Link2Feed, JumpStart, OESP, LEAP etc.)
• A high level of effective time and project management, personal initiative and teamwork
• Organized and detail oriented, with the strong ability to multi-task as necessary
• Establish and maintain positive working relationships with the Executive Director, staff, volunteers, Board of Directors, suppliers, donors, clients, and other stakeholders
• Understanding of issues facing people living in poverty
• Vulnerable Sector Police Check
• A valid Ontario Driver’s License and access to a personal vehicle

Working Conditions:

• Modestly pleasant office surroundings with occasional exposure to excessive heat or cold and periods of continuous noise generated by incoming telephone inquiries and/or other office communications
• The job requires some sudden shift of mental focus that is beyond the control of the job such as responding to crisis, stressful and/or unexpected situations
• This position requires the ability to communicate effectively with diverse groups of individuals with varying levels of ability, and occasional communication with upset or angry individuals. This position may involve dealing with clients and families experiencing conflict issues. The role requires adaptability during busy times and the ability to maintain focus while managing a number of requests and situations at one time
• Prolonged sitting in an office chair, with frequent use of a computer, and situated at a desk, with periods of standing and walking
• Significant mental and visual concentration while listening and communicating with clients
• Occasional lifting of office supplies/equipment of approximately 30 lbs.
• Considerable physical movement and effort when involved with event set-up, which includes bending, squatting, standing, walking
• Mobility to travel and work on events and training initiatives at various locations
• Work duties are routinely performed at main office, satellite office and offsite as required
• Four or more hours per day of close visual attention and/or concentration using both a computer and phone (use of hands-free device can be made available)
• Available to work early mornings, evenings and weekends