Conduct the full intake process to assess client needs and determine eligibility for services based on established guidelines and procedures.
Coordinate the initiation and delivery of services for new clients, ensuring timely and accurate setup.
Provide clear and accurate service information to clients, including available options, pricing, schedules, and payment methods.
Offer referrals to other programs or community resources for individuals who are ineligible or outside the service area.
Communicate with clients in a professional and compassionate manner, particularly those experiencing physical, psychological, or social vulnerabilities.
Demonstrate understanding of diverse client needs (e.g., cognitive impairments, communication barriers, chronic conditions) and respond with patience and empathy.
Schedule services based on client requests and program parameters (e.g., appointments, deliveries, or visits).
Prepare and update daily service schedules, communicating assignments to staff and/or volunteers through appropriate channels.
Maintain ongoing communication with clients, team members, and partners to coordinate changes, provide updates, and resolve issues as they arise.
Address last-minute service disruptions or emergencies, following appropriate protocols and ensuring safety and continuity of care.
Monitor client needs such as dietary restrictions or service preferences and coordinate logistics accordingly.
Maintain accurate and up-to-date records in client databases, ensuring confidentiality and data integrity.
Respond to inquiries, check voicemail messages, and return calls promptly and professionally.
Document service interactions, complaints, compliments, and follow-up actions to support quality assurance and service improvement.
Support financial administration, such as processing payments, resolving billing inquiries, and assisting with overdue account follow-up.
Communicate updates on client intake and service changes to program leads and frontline staff.
Collect and review client feedback and service data to support evaluation and make recommendations for improvement.
Manage incoming and outgoing communications (e.g., emails, documents, forms), ensuring timely processing and appropriate documentation in client records.
Qualifications include a minimum of 3 years' experience and a 1-2 year post-secondary certification/diploma in social services, health administration, community development and/or an equivalent combination of education and experience.
Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint is required.
Ability to identify and resolve issues, by applying standard procedures and functional or organizational knowledge.
Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations.
Experience in program coordination, community engagement, and leading initiatives.
Experience working with diverse populations and vulnerable or underserved communities. • Knowledge of community-based program delivery.
