Client Support Coordinator

RCS (Rhyl City Strategy); Rhyl; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local community support organization in Rhyl seeks a Client Support Coordinator to provide tailored support for clients facing employment challenges due to health needs. You will manage client caseloads, create individual action plans, and work collaboratively with various stakeholders to ensure clients meet their employment and health goals. Experience working with mental health issues and effective communication skills are essential. This role emphasizes empathy and client-centered approaches.

Qualifications

• Proven track record in designing and delivering high quality and effective customer focussed solutions.
• Experience of working with people with mental health issues.

Responsibilities

• Provide holistic support to clients.
• Manage a caseload and create action plans.
• Signpost clients to appropriate support services.

Skills

Empathy

Client management

Coaching

Communication

Education

Good standard of educational achievement

Tools

CRM systems

MS Word

Outlook

Excel

Job description

Overview

The Client Support Coordinator works as part of a dedicated team to provide holistic, tailored, individual support for RCS clients.

You will manage a caseload of clients, who are facing a challenge in entering, sustaining or progressing in employment as a result of their health needs.

You will work collaboratively with the client to shape an individual action plan and will use a coaching approach to support them to meet identified goals, working with a range of stakeholders as required.

Responsibilities

• Provide empathetic, person-centred and holistic support to a case-load of clients;
• Hold face-to-face meetings with clients in suitable community locations (or remotely where clients prefer) to identify their needs, and create collaborative action plans aimed at meeting employment / health goals;
• Provide ongoing support and mentoring to ensure clients are engaging effectively with the service and working towards identified goals;
• Signpost to appropriate complementary support to address clients’ wider social needs, eg housing, childcare, transport etc;
• Work with a framework of contracted providers to deliver specialist support to clients where required, eg therapeutic support or employment law advice;
• Build relationships with key stakeholders in the health and business communities to generate referrals into the service;
• Liaise with employers as required to negotiate adjustments, return to work strategy and on-going contact to ensure job retention;
• For clients seeking employment, source job opportunities through rapid tailored job search and regular contact with employers, negotiating opportunities that meet each individual’s strengths, needs, abilities and preferences;
• Maintain effective communication with other stakeholders involved in the client’s support plan (with appropriate consent) to ensure cohesive and joined-up service delivery, e.g. GPs, therapists, support agencies;
• Ensure effective case management, using a centralised Client Relationship Management (CRM) system to maintain accurate and up-to-date case notes to support monitoring and reporting;
• Support the promotion of the service through attending meetings, events, conferences and workshops;
• Provide active contributions to internal and external meetings and events;
• Contribute actively to continuous service improvement, working with colleagues to share and embed good practice, to identify challenges and risks, and to develop and deliver appropriate solutions;
• Actively participate in own continuous professional development;
• Maintain professional boundaries at all times;
• Work within the boundaries of GDPR and other relevant legislation or guidelines when dealing with client and employer information;
• Proactively contribute to the efficient and effective flow of work and communication between RCS teams;
• Participate actively in opportunities for continuous professional development;
• To work proactively in line with RCS’s company values – Responding, Connecting and Supporting;
• To work to our quality management system in order to ensure a consistent and quality service for clients;
• Any other duties commensurate with the role as required.

Person Specification

• Good standard of educational achievement
• Proven track record in designing and delivering high quality and effective customer focussed solutions, preferably in an employment support setting;
• Experience of working with people with mental health issues or a similar service user group
• Experience of managing a case load of clients/customers;
• Knowledge of disability and additional needs issues, policies and legislation in relation to employment
• Able to use CRMs and tools such as MS Word, Outlook and Excel
• A clear understanding and commitment to equality issues and challenging discriminatory practices
• Flexibility to travel within the region
• Flexibility to working out of ‘normal office’ hours.