Service Coordinator

Prospect Human Services; Edmonton; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

Prospect is hiring a Client Support Coordinator to manage intake, eligibility, and service coordination for clients. You will develop service plans, coordinate meetings, and monitor progress in close collaboration with the client’s support network.

You will maintain client files, prepare reports, and ensure compliance with policies while supporting other Prospect roles to enhance employability skills. A background in human services and strong communication are essential.

Qualifications

• Post-secondary education in Business, Social, Human Services, or related discipline.
• 2+ years related experience; preferably in case management.
• Some post-secondary education and/or equivalent combination.
• Intermediate skill level in Microsoft Office (Word, Excel, Outlook and PowerPoint).
• Solid organizational skills with the ability to handle changing tasks and priorities.
• Strong written and verbal communications skills; ability to act as intermediary between client and stakeholders.
• Excellent listening and critical thinking skills; ability to identify problems and provide solutions.
• Ability to work individually and in a team environment.
• Empathetic, thrives under pressure.
• Diversity and inclusion experience related to disabilities is an asset.
• Experience in retail/hospitality/food service is an asset.

Responsibilities

• Serve as central point of contact for client support from intake to service completion.
• Orientate clients to Prospect and program services; complete assessments and schedule intake meetings.
• Determine eligibility with Program Manager input; arrange accommodations as needed.
• Develop service plans and client goals; coordinate schedules with client and support networks.
• Monitor goal attainment; gather feedback from Employment Specialists, Job Coaches and Facilitators.
• Maintain up-to-date client files including plans, progress and funding.
• Prepare timely reporting and ensure policy compliance.
• Provide behavioral and programming support to Prospect clients and collaborate with team.

Skills

Case management

Strong communication

Organizational skills

Interpersonal skills

Microsoft Office

Problem solving

Education

Post-secondary education

Related discipline

Social/Human Services

Tools

Database software

Job description

At Prospect, we value the diversity of people. Diversity at Prospect means a workplace where individual differences are recognized and appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.

What will you do?

• Acts as the central point of contact for the client support network, from intake to completion of service
• Responsible for the following processes and procedures:
  • communicates and orientates clients to Prospect and program services
  • completes assessments of clients’ goals and needs
  • schedules and coordinates intake meetings with clients and members of their support network
  • determines eligibility and acceptance of clients into service, in consultation with the Program Manager (as needed)
  • arranges for accommodations or assistive technologies where appropriate,
  • schedules and facilitates annual review meetings
  • develops employability assessments (as applicable)
  • develops service plans and sets client goals in consultation with the client and support networks (as applicable)
  • determines clients schedules in consultation with Program Manager, the client and support networks (as applicable)
• Monitors goal attainment, including soliciting feedback from other department staff such as Employment Specialists, Job Coaches and Program Facilitators
• Maintains knowledge of supports and resources within the community, including financial supports, funders, mental health service providers, supports for persons with developmental disabilities, crisis supports, behavioral supports, counseling supports and education and training supports
• Completes timely maintenance of client file(s): service plan, work history, diagnosis, support network, medication requirements, current funding, client learning style, assessments, and all other relevant information; makes required updates and communicates changes to others on Prospect team and externally, as required
• Continually monitors client and support network satisfaction with Prospect services
• Accurately maintains all required reporting in a timely fashion
• Supports other Prospect direct service positions in working directly with Prospect clients; provides behavioral and programming support, in order to teach and expand employability skills
• Complies with company policies/procedures, provincial, privacy and other job related legislation

Champions Prospect’s goals, vision, mission and brand pillars

What does it take to do this job?

• Completion of post‑secondary education in Business, Social, Human Services, and/or a related discipline
• 2+ years related experience; preferably in case management, with demonstrated reliability shown in past positions
• Some post‑secondary education and/or an equivalent combination of education and professional experience will be considered
• Intermediate skill level in Microsoft Office (Word, Excel, Outlook and PowerPoint); experience with database software is an asset
• Solid organizational skills with the ability to handle changing tasks and priorities
• Strong written and verbal communications skills, with demonstrated ability to act as an intermediary between the client and any internal and/or external stakeholders
• Excellent listening and critical thinking skills are required, with the ability to identify problems and provide strategic solutions
• Ability to work individually and in a broader team based environment
• A driven, empathetic person who thrives under pressure
• Exposure to diversity and inclusion specific to disabilities is an asset
• Experience in a retail, hospitality or food service industry will be an asset

Able to maintain high ethical standards and handle sensitive information in a confidential, diplomatic manner

• All employees must pass a background check
• This position is currently a hybrid position and employees must be flexible to work from the office as well as from a home base

If you require an accommodation in order to participate in the application or selection process, please contact the HR/Recruitment department at [e-mail].

Prospect will consult with all applicants who request accommodation during the process to ensure that the accommodation provided takes into account any individual accessibility needs. Any information received relating to accommodation will be addressed confidentially.