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Client Services Coordinator (Contract Part-Time)

September 9 2021
Industries Healthcare, social assistance
Categories Customer service, Customer Service, Call Centres, Customer Service, Call Centres, Customer Service, Call Centres, Transport, Logistics, Supply Chain, Purchasing
Kelowna, BC
Contract Part Time
32 hours per week
September 2021 - August 2022


REPORTS TO: Lodge Manager

LOCATION: 330 Strathcona Ave, Kelowna, BC V1Y 5K7

WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?

We are the only national charity that supports Canadians with all cancers in communities across the country—no other organization does what we do. As the voice for Canadians who care about cancer, we fund groundbreaking research, provide trusted information about cancer, offer a support system to help people with cancer and their families cope, and shape health policies to prevent cancer and support those living with the disease.

With the help of hundreds of thousands of people that the Canadian Cancer Society (CCS) brings together, we are a force-for-life in the face of cancer. Join us and you can work with passionate and committed individuals from coast to coast who are working to improve the cancer experience by helping people live longer and enhancing their quality of life.

To learn more about us, visit cancer.ca.

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.

This position will work up to 4 night shifts per week with the occasional evenings - covering shifts from Mondays to Sundays. The current night shift schedule is from 11:30pm to 7:30am and evening shift is from 3:30 pm to 11:30 pm .

JOB OVERVIEW

1. 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, CancerConnection, 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.

2. 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 behaviour 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.)

3. 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

4. Other required duties as assigned.

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. For this particular role, the successful incumbent must be available to work 4 night shifts per week with the occasional evenings - covering shifts from Mondays to Sundays
  • 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 and their families. We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:

CARING COURAGE INTEGRITY PROGRESSIVE.

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary 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 by September 22, 2021.

For internal candidates, this position is assigned to salary band 3.

CCS is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.

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

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.

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