Client Services Director

CLIENT SERVICES DIRECTOR JOB DESCRIPTION

Position overview

The Client Services Director (CSD) is a position of Christian ministry whose primary responsibility is to oversee client support services and supervise client care workers (CCWs) within the centre. The CSD and CCWs provide emotional and spiritual client support alongside healthcare professionals (HCPs) and facilitate client programs, material supports and community referrals. The CSD collaborates with the Nurse Manager (NM) to ensure coordinated and high-quality whole person client care. 

Reporting structure

Reports to: The ED

Supported and guided by: The NM

Supervises

CCWs (in collaboration with the NM)

QUALIFICATIONS

Expresses full agreement with Centre’s Purpose, Mission and Visions Statements, the Sanctity of Human Life Statement, the Statement of Faith and Core Values. 

Expresses full agreement with Clinic’s Code of Ethics and Professional Conduct and Lifestyle Standards Policy

Have a minimum diploma or bachelor's degree, or substantial experience in a related field including (but not limited to) social work, counseling, occupational therapy, or nursing.

PERSONAL ATTRIBUTES

Pioneering: Embraces the organization’s mission whole-heartedly recognizing the opportunity to exercise managerial courage in forging new pathways in community-based client care 

Conscientious: Pays keen attention to detail, ensuring compliance with policy, and acts to enhance the quality of a professional and safe practice environment

Discerning: Able to exercise sound judgement to ensure each client feels safe, supported and able to make autonomous decisions

Discreet: Careful and circumspect in words and actions, including a commitment to respecting patient confidentiality 

Spiritual Leadership:  Speaks and acts in a way that exhibits a deep understanding of and commitment to Christian love and ethics and encourages others to do the same

Sensitive: Care that is guided by conscious participation with clients using a number of relational skills including listening, questioning, empathy, mutuality, reciprocity, self-observation, reflection, and an awareness of emotional contexts

Compassionate: Able to, in a relational context, notice another person’s pain, experience an emotional reaction to that pain, and act in some way to help ease or alleviate the pain

Objective: Takes action to intentionally minimize the potential influence of personal values, beliefs and positional power on client assessment and care

Flexible: Recognize how to adapt care to advance client values, interests, and ultimately, promote client health and well-being

Openness: Explores and develops a range of possible alternatives and approaches for care with clients

KNOWLEDGE AND COMPETENCIES

Leadership: Demonstrates ability to serve the ministry by leading and supervising CCWs, supporting their ability to provide high-quality, non-judgemental care.

Expertise: Uses a broad base of evidence-informed practice that incorporates research, expertise, client preferences, and other available resources.

Professional development: Seeking and using new knowledge that may enhance, support, or influence competence in practice.

Spiritually mature: Evidences clear practice of holistically integrating Christian doctrines, teaching and practices into daily living.

Commitment to women’s health: Motivated by the desire to ensure women have justice in their access to information and support for their reproductive health decisions.

Strategic: Engaging in relational practice that integrates with existing community services, reduces redundancy and provides a unique contribution to client care.

Ethical: Recognizes and respects the intrinsic worth of each human being.

Computer skills: Able to use web-based software and Microsoft office applications.

RESPONSIBILITIES

Vision and Mission (5%)

Works effectively with the ED and key Clinic Personnel to assess, recommend, communicate, and promote client support services in light of Dawn Centre’s vision and mission.

Management (35%)

Works with the ED and key Clinic Personnel to ensure that care of clients is consistent with organizational policies regarding evangelism and spiritual care of clients. 

Maintains, reviews and updates client support services policies and procedures.

Provides reports to the ED Executive Director annually, or as requested.

Gather and organize annual support services statistical information

Coordinates client care services with the NM.

Oversees maintenance of non-healthcare non-medical client files.

Manages other CCW personnel, including:

Scheduling

Holding regular meetings with CCWs to evaluate client care needs and plan support.

Debriefing following client sessions and offering suggestions and encouragement.

Ensuring appropriate client follow up completed by CCWs.

Provide spiritual care for staff including, but not limited to, facilitating devotions, praying with staff and maintaining openness to spiritual care discussions.

Direct client care (50%)

Provides direct support services for clients 

Participates with HCPs in collaborative case management

Works with the ED and NM to revise client flow through and integrate the support worker’s role with nurse’s role during clinic set up

Facilitates programs with clients

Arranges for client referrals and follow up appointments

Evaluates, selects and maintains needed educational materials and community resources for client use.

Prays with and offers spiritual care for clients as they consent to, offering spiritual care referrals to local churches and other religious agencies as requested. 

Staff Development (5%)

Assists in recruiting, selecting and interviewing possible CCWs to meet clinic needs.

Oversees training and orientation of CCWs, including with respect to its Christian ministry and mission.

Evaluates CCWs on a regular basis. May conduct annual performance reviews.

Public Relations (5%)

Represents the clinic in the community as delegated by the ED.

Attends community-based training that offer professional development and information pertinent to the clinic’s practices.