Client Services Coordinator

JOB OVERVIEW

The Canadian Cancer Society Lodges provide a non-medical “home away from home” for people with cancer and their caregivers who must travel to Vancouver, Victoria, Kelowna, Prince George, Halifax, Montreal or St. John's, NL for out-patient treatment and consultation. Client Services Coordinators work rotating 8 hour shifts at our 24 hour facility to ensure the safe & effective coordination, implementation and delivery of the lodge program, in alignment with program standards, policies & procedures.

This position is primarily responsible for the effective implementation and delivery of the Lodge program while ensuring a safe environment for clients, staff and volunteers within the Lodge and ensuring our volunteers continue to be effectively engaged.

WHAT YOU’LL BE DOING:

Implement the effective delivery of the Lodge Program

• Provide a high level of customer service within the context of the program delivery model
• Support clients to become familiar with the lodge environment including providing tours and encouraging participation in on site programming
• Provide as appropriate referrals to other support programs (i.e. Cancer Information Service, Travel Treatment Fund etc.)
• Maintain non-medical boundaries with clients and health professionals in the community and redirect any requests for medical care or opinions to appropriate sources.
• Receive and receipt payments for room charges and donations.
• Collect and monitor program data in RDP database
• Ensure effective communication regarding the program with the Lodge Manager and other lodge staff utilizing the lodge communication book and RDP database.
• Liaise with Marquise staff as well as other contractors and vendors to facilitate lodge operations and repair and maintenance issues in accordance with standard operating procedures as directed by the Lodge Manager.
• Actively participate in team meetings and training sessions and provide input to program challenges and shared projects
• Actively participate in integration activities with other functional areas including Health Promotion and Revenue Development as appropriate.

Accountable for ensuring a safe environment within the Lodge

• Ensure standards, policies and procedures are implemented and maintained.
• Model the Society’s values by demonstrating appropriate behavior in Accountability, Caring, Integrity, Respect, Quality, Responsiveness and Teamwork
• Ensures adherence to established emergency procedures and safety practices ensuring client safety and security within the environment of the Lodge.
• Assessing appropriateness of lodge admissions and lodge stay consistent with but not limited to the direction provided in the sites Admission Policy, and Infection Control Policy.
• Responds to emergency situations as per sites policies and procedures (i.e. medical emergency, suspected theft etc.)

Supervising volunteers to promote a supportive and welcoming environment within the Lodge:

• Facilitates communication between staff and volunteers.
• Participates in the organizing, training and education of volunteers according to the Society volunteer engagement framework.
• Lends support and guidance to volunteers on a daily basis recognizing and acknowledging their contributions and providing constructive feedback and coaching for performance.
• Provides coverage for front desk volunteers during absences or breaks
• Promotes awareness of all Society programs among volunteers and encourages appropriate referrals to Society Programs

Other required duties as assigned.

Actively contribute to our culture of justice, equity, diversity, and inclusion by encouraging dialogue that respectfully considers a wide variety of ideas, opinions, and suggestions.

QUALIFICATIONS:

• Knowledge of initiatives, goals, standards and policies of Lodge services.
• Knowledge of the Canadian Cancer Society Priorities, Initiatives, Goals and Programs.
• Knowledge and understanding of related activities/initiatives of our community health partners.
• Strong written and verbal communication skills
• Strong customer service skills, including the ability to effectively work with clients from diverse backgrounds
• Ability effectively manage potential conflicts with community health partners and clients ensuring appropriate access and resolution of concerns.
• Strong PC skills and operation of standard office equipment
• Must have the ability to work a 24 hr. flexible work schedule (mornings, afternoons & evenings/overnight shift work) . Ability to work overnight shift is required.
• Ability to work alone
• Organizational skills including the ability to prioritize effectively
• Knowledge of Lodge building operations with respect to regular maintenance, troubleshooting and safety measures.
• Diploma and or degree in progress in one of the following areas: social services, health administration or hospitality/tourism and three to five years of related experience, or the equivalent combination of education and experience
• Proficiency with desk top applications, including but not limited to Microsoft Office
• Previous experience and/or training in engaging and leading volunteer teams
• CPR-C certification, First Aid and WHIMIS an asset.
• Criminal Record Check is required.

WHAT YOU CAN EXPECT FROM US:

CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer, their caregivers, families and communities. We are committed to building an inclusive community for our employees by highlighting their unique experiences. We value diverse skills and strongly encourage applications from all qualified candidates. CCS is dedicated to fostering a culture that is inspiring and exemplifies our core values:

COURAGEOUS UNITED CARING RIGOROUS

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

HOW TO APPLY:

Qualified candidates are invited to submit their resume, cover letter and salary expectations.

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

OTHER INFORMATION:

CCS is dedicated to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process. We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

As an employer, occupational health and safety legislation requires that we protect our workers from health and safety risks in the workplace. CCS has implemented a mandatory vaccination policy requiring that all staff who work in any of our physical workplaces must be fully vaccinated against COVID-19. All employees will need to attest to their vaccination status through a secure online form or automated applications. Reasonable accommodation and remote working will be discussed on a case-by-case basis.
Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting privacy@cancer.ca. For more information about our privacy practices, visit cancer.ca/privacy.

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