Programs & Services Coordinator

Job Description

Reporting to the Executive Director, The Member Services Coordinator engages with member upon joining the Georgian Bay Cancer Support Centre (GBCSC) and plays a key role in liaising with members over the duration of their involvement with the centre. The Member Services Coordinator ensures that members are receiving optimal support from the GBCSC. With a focus on thorough tracking, analysis, and reporting, the Member Services Coordinator is responsible for updating and maintaining member records, performing periodic follow-up with members as needed, and collecting member feedback related to the quality of programming and services offered by the GBCSC. The Member Services Coordinator also plays an integral role in developing and delivering GBCSC programs to members.

Key Responsibilities

Member Liaising

• Act as the primary contact point for members from the point of initial inquiries through to completion of their involvement with the GBCSC, conducting regular follow-ups, and connecting them with individualized support tailored to their cancer journey.
• Enter new member records into relevant member database and software platforms, and update as needed based on changes in health status, contact information, etc.
• Manage and maintain the organization’s member database, ensuring records are kept up to date.
• Link members with complementary community resources as needed, providing opportunities to meet those needs now not able to be optimally met be the GBCSC.
• Organize and schedule member services appointments

Programming Support

• Oversee the programs and services calendar, maintaining accountability for all tasks related to researching potential new programs, scheduling programs, coordinating with facilitators, evaluating various program metrics, and carrying out all other tasks related to member programs and services being offered.
• Engage in meaningful interaction with GBCSC members to ensure feedback and insights from relevant stakeholders is reflected in decisions related to programs and services.
• Act as a resource to the relevant committees, by tracking member feedback, program attendance data, and research on new program trends and opportunities.
• Communicate all pertinent information about member programs and services via the appropriate channels.

Communication

• Provide important relevant member-related content for member communications.
• Develop, implement, and maintain a direct communication strategy to improve member engagement.
• Monitor and respond to member inquiries, feedback, and comments in a timely manner.

Reporting

• Track, analyze, and report on key membership metrics including but not limited to membership growth, member retention, member demographics, sources of member referrals, etc.
• Track, analyze, and report on key programming and activity metrics including but not limited to program attendance, unique participant data, etc.

Centre Operations

• Attend and participate in all GBCSC-related meetings as required.
• Contribute to the annual GBCSC operational and strategic plan.
• Maintain relevant documentation and metrics as required.
• Assist in GBCSC fundraising and operational activities as required.

Qualifications

Knowledge

• An understanding of the psycho-social support needs of individuals living with cancer, their loved ones and caregivers, and those who have experienced grief related to cancer.
• Familiarity with local community resources and other resources available for individuals affected by cancer
• Post-secondary education, preferably in Social Work, Social Services Work, Recreation Therapy, or a relevant combination of education and experience
• Knowledge of current and emerging issues and trends that impact the delivery of community-based cancer support services

Skills

• Proficiency computer applications including Microsoft Office (Outlook, Sharepoint, Word, Excel, PowerPoint), Zoom. Experience with Zenplanner, and Etapestry would be an additional asset.
• Basic proficiency in social media platforms including Facebook, Twitter, Instagram, and YouTube
• Experience in basic web design using Wordpress
• Competent in locating and analyzing evidence-based best practices and research in areas related to GBCSC’s mission.
• Exceptional verbal, written, and electronic communication skills

Abilities

• Time management and organizational skills
• Ability to collect, organize, interpret, and report on large volumes of data
• Able to build rapport with new and existing members, all of whom have been impacted differently by Cancer and may be at varying points in their journey.
• Able to develop contingencies and strategies to adapt and respond to unexpected changes and events.

Other Attributes

• Excellent team player with the ability to contribute to group-decision making
• Service-focussed attitude.
• Passion for supporting the GBCSC’s mission which is to provide emotional, physical, social, spiritual support, education and information as a complement to the medical system for people affected by cancer.

Job Type: Full-time

Salary: $25.15-$27.47 per hour

Expected hours: 35 per week

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Education:

• Bachelor's Degree (required)

Experience:

• customer service: 1 year (preferred)
• recreation programming: 1 year (preferred)

Ability to Commute:

• Penetanguishene, ON (required)

Work Location: In person

Application deadline: 2024-02-26