Client Services Coordinator

Canadian Cancer Society•Montreal, QC

13d•Onsite

About The Position

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.

Requirements

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.
Bilingualism (French/English) is highly preferred, with French being required and English being an asset due to the organization’s nationwide operations
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 flexible work schedule (mornings, afternoons & evenings shift work).
Ability to work autonomously
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.
Others may apply

Nice To Haves

CPR-C certification
First Aid
WHIMIS

Responsibilities

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, 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.
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.)
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
Other duties as assigned
Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.