Program Coordinator, Community Support Services – Part-time 0.5

Requisition Details:

Employment Status: Program, Part-time (0.5 FTE) 

Program Name: Central Intake

Number of Hours Bi-Weekly: 37.5

Work Schedule: Days

On Call: Yes

Existing Vacancy: Yes – we’re currently hiring candidates for an existing vacancy in this position.

Job Summary:

The Program Coordinator, Central Intake, serves as the first point of contact for Community Support Services available for clients, caregivers, and referral services. Assisting stakeholders in understanding, accessing, and navigating available services and supports. As a Program

Coordinator, Central Intake, you will schedule service delivery for different community support services and work collaboratively with team members and community support partner agencies to maintain up-to-date services, information and data.

Key Responsibilities: 

• Ensures the provision of cost-effective client services and programs.
• Assesses clients for service needs, monitors service delivery and contributes to the development, evaluation and promotion of the program. 
• Develops and implements program plans to meet department needs.
• Manages volunteers and staff within the program, taking the lead in orientation of program resources, training and in-services within the framework of VON Quality Management standards.
• Maintains regular engagement with clients and other health partners to ensure programs meet community needs.
• Functions as a primary support contact between clients, health professionals, community support and internal team members.
• Tracks and reports the result of program plans and team efforts on a timely basis to the relevant supervisor and internal stakeholders. 
• Supports financial accountability within assigned programs by maintaining program budgets.
• Creates and prepares financial and statistical trending reports VON and funder obligations and for program analysis. 
• Completes Disaster and Emergency Drills according to VON Disaster & Emergency program/policy. 
• Plans and participates in multi-disciplinary meetings as required. 
• Practices in accordance with the quality and risk management framework of VON Canada and Occupational Health and Safety legislation. 
• Participates in health and safety training including WHMIS and applies this knowledge in the workplace. 
• Ensures all workplace incidents are reported in a timely manner in accordance with legislation and VON policies and procedures for workplace injuries and incidents.
• Working as the first point of contact, the Central Intake Team completes the initial intake of client phone calls pertaining to a variety of service requests, information requests, or concerns related to current services received.
• Communicates with funders, clients, and care teams to coordinate with program staff and process referrals, initiate services, implement service delivery changes, and address/ respond to phone inquiries from the community, customers, clients, doctors, service providers and other agencies.
• Coordinate service providers’ schedules and update them as new intakes are done.
• Receive and coordinate all standardized documentation, data collection, and triaging of calls.
• Determine eligibility for service and inform service initiation. Schedule service delivery for

  community support services.

• Complete preliminary RAI screener to identify needs for further client assessment and

  communicate with Care Planners.

• Prepare and send out client service agreements, consent, and service information.
• Working collaboratively with the team and maintaining positive relationships with partner

  agencies.

Common Responsibilities:

• Promotes the goals and values of VON and their role as an integrated community care provider. 
• Promotes a safe and healthy workplace ensuring workplace conduct and activities are in accordance with the provincial Occupational Health and Safety Act and Regulations and compliant with the VON Safety Management System, including all Policies, Safe Work Practices and Procedures. 
• Abides by all VON policies and work practices.
• Abides by all confidentiality and protection of personal information policies, regulations and practices and ensures appropriate safeguards are in place within their role.
• Works in collaboration with other staff in a team approach to service delivery.

External and Internal Relationships: 

• Timely communication and follow up with clients, and community partners/professionals as required.
• Timely communication and follow up with internal staff.

Education, Designations and Experience: 

• Post Secondary Diploma in Health/Social Science discipline or the equivalent combination of qualifications/education. 
• 2-3 years of related experience in community and health-based care.
• 1-2 years of experience in program planning and evaluation is an asset.
• Experience in volunteer administration an asset.
• Experience or understanding of the not-for-profit healthcare environment is an asset.

Skill Requirements: 

• Demonstrated commitment to working in an environment with high confidentiality and discretion.
• Demonstrated knowledge of the social and health care services network and community resources, as well as a proven ability to build strong relationships within the community.
• Excellent oral and written communication skills.
• Able to work both independently and within a team.
• Strong organizational skills with an ability to prioritize, multi-task and handle competing deadlines.
• Strong customer service skills.
• Ability to problem solve and adjust to rapidly changing priorities in a deadline.
• Proficiency in Windows OS and MS Office Suite programs.
• Must demonstrate attention to detail.
• Ability to provide high-quality customer service in a fast-paced environment with multiple priorities and meet deadlines

Other: 

• Must have personal vehicle and possess both a current driver’s license and proof of vehicle insurance. 
• A current and original copy of a satisfactory Criminal Records Check is required. 
• A Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
• Ability to speak French is an asset in French Designated areas.
• The use of Personal Protective Equipment (PPE) may be required.

Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.