Client Care Support

Job Responsibility: Salary: $45,300 annually

The Client Care Support role is essential in supporting optimized client flow and timely access to services for children, youth and families requiring ROCK services in Halton. The Client Care Support will directly interface with clients and their families and is required to maintain a client centered, friendly, and compassionate approach.

The role will work with an established team of ROCK staff who are responsible for managing referrals into programs and services. This role requires a strong team player, someone who can balance competing priorities and exercise critical thinking and problem solving to be effective.

Please note that this is a contract, full-time position, working 35 hours weekly with a planned end date of November 30, 2024.

RESPONSIBILITIES

• Communicate effectively with clients and their families to schedule or reschedule appointments.
• Effectively problem solve with clients/families and providers when scheduling challenges occur.
• Ensure all scheduling elements are up to date and accurately entered in the agency's scheduling software.
• Follow up appropriately on missed appointments and provide support for rescheduling appointments when providers become unavailable e.g., due to illness.
• Resolve or escalate client concerns/issues as required.
• Establish positive relationships with other key services, including Access and System Navigation and Crisis, to ensure key pathway considerations and services for clients and families are known and understood.
• Provide general support to programs, services, and teams for direct client care activities such as, but not limited to:
  • booking space for client/group meetings,
  • photocopying, scanning and faxing
  • preparing materials such as workbooks and client resources
  • sending out client experience questionnaires
• Support and participate in identified projects, such as Accreditation.
• Participate in ongoing quality cycles that support the improvement of key processes and services at ROCK.
• Support data entry and client record support as assigned by the Clinical Manager.
• Operationalize client safety through adhering to established policies and guidelines that ensure consistency in the delivery of safe care by identifying and reporting any client safety incidents.
• Abide by the specific requirements of Section 28 of the Occupational Health and Safety Act, as well as any further health and safety responsibilities, as outlines in the agency's policy and procedure documents.
• Other duties as may reasonably be assigned.

QUALIFICATIONS

Education :

• Completion of a high school diploma or equivalency.
• Diploma in Office Administration/Medical Office Administration or related field is preferred.

Experience:

• Experience in a customer service, data entry or office administration role is preferred.
• Experience working in a mental health, health, or community service provider agency an asset.

Skills:

• Proven ability to carry out all duties with professionalism and discretion, while always maintaining confidentiality, to provide an optimal client service experience.
• Demonstrated competence with data entry and general use of client information systems; direct experience with CaseWORKS would be considered an asset.
• Ability to successfully interact with staff at all levels and maintain effective working relationships.
• Ability to take initiative and work both independently and collaboratively as part of a team.
• Proven time management skills, with the ability to multi-task, problem solve, meet competing deadlines/changing priorities, and work under pressure.
• Demonstrated proficiency with Mac devices (laptops, iPads, iPhones) and various Microsoft platforms (Outlook, Teams, Word/Excel/Powerpoint).

Requirements:

• Evening or flexible hours may be required.
• Travel between ROCK sites and community locations may be required.
• Role requires the ability to work in-office and virtually.
• A current (within 3 months) criminal reference check with vulnerable sector search.

Why work at ROCK?

• We are the lead agency for providing mental health services to children, youth, and families in Halton.
• We are an accredited organization through Accreditation Canada with exemplary standings.
• Opportunity to work with a dynamic and collaborative team composed of dedicated individuals who are focused on achieving the mission and vision of the agency.
• Various opportunities to attend company events such as communities of practice, workshops and webinars, virtual yoga sessions, social connecting events, etc.
• Ongoing professional development opportunities.

ROCK is committed to fostering a positive and progressive workforce reflecting the community we serve and promoting diversity at all levels in a dynamic and inclusive environment. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and ROCK's Accommodation Policy.

If you are invited to participate in the interview process and require accommodation for the interview, we ask that you provide your accommodation request as soon as reasonably practicable. Please be advised that you may be requested to provide verifiable supporting information, such as medical or other documentation depending upon the type of Code-protected accommodation, to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. ROCK treats all accommodation requests confidentially.

Please note that ROCK positions are currently working in an on-site and virtual hybrid model. Positions are located in the Halton Region and travel between sites may be required.