Client Services Worker

Job Title               Client Services Worker 

Wage                   $34.78 - $37.62 (2023)

Reports To            Program Supervisor     

Department          Human Services

Location               68 Lindsay St. North, Lindsay, ON

Hours                   Normal working hours are 35 hours per week, seven (7) hours per day with core working hours between 8:00 a.m. and 5:00 p.m.

Other                   Combination of general office environment and occasional off-site travel. May attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.  Regular exposure to secondary traumatic stress (STS), which may contribute to the experience of compassion fatigue. May attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.

Under the direction of the Program Supervisor, this position is responsible for supporting vulnerable individuals coping with personal, systemic, financial, and/or environmental barriers that may precede or preclude their capacity for self-sufficiency and social inclusion, including employment, participation in employment-focused activities, and life stabilization activities.

This position coordinates and delivers services and supports to eligible members of our community under the City’s Human Services programs, including social assistance under the Ontario Works Act.

Essential Duties

Specific to this role:

• Engage with individuals in crisis, experiencing a high degree of vulnerability and presenting complex needs; assess the situational needs by meeting with the person; identifying goals and barriers through gathering evidence and information; triaging for immediate and longer term needs; developing an action plan and determining readiness and eligibility for services/supports
• Coordinate and provide integrated case management; monitor progress and eligibility through a collaborative process across the housing, social assistance and employment service systems, including recipients, community partners and stakeholders, to support successful client life stabilization outcomes
• Access and interpret reports, information and documentation from other provincial and federal programs in order to assess eligibility
• Maintain integrity of all required technologies and systems through accurate and complete manual financial calculations, data input, resolve technological system errors and compatibilities
• Engage community partners by means of coordinating supports and services, facilitating referrals and case coordination opportunities, educating agencies, and participating in community working groups
• Perform other related duties as assigned including fan-out as part of Emergency Plan

As a member of the professional team:

• Administer procedures and recommend resources to achieve strategic objectives
• Complete continuous research and analysis of industry trends and issues to make recommendations to management and remain current in area of specialty
• Manage stakeholder interactions in the supply and receipt of information, analysis, and resolution of issues
• Partner with internal process or program owners to share program objectives, analyze gaps, provide advice on actions to be incorporated in other’s processes, act as a program/service champion
• Manage customer service concerns, investigating, problem solving and responding as appropriate
• Maintain documentation and or databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as MFIPPA
• Provide data to allow reporting and decision making
• Procure services and goods related to areas of responsibility
• Contribute to the development of annual program needs
  

Qualifications

• Post-secondary diploma in Social Services, Social Work, Sociology, Psychology or a related field
• Minimum three (3) years of related experience, including experience working with diverse populations including people who have histories of homelessness, psychiatric disability, substance abuse, criminal justice, and other trauma
• Solid knowledge and understanding of the Ontario Works Act, industry-related legislation, regulations, and community programs and services
• Strong organizational and time management skills with ability to take initiative; particularly in situations where things change rapidly
• Excellent analytical, mathematical and creative problem solving skills
• Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
• Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
• Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
• Demonstrated awareness, promotion, and practice of self-care strategies and healthy coping mechanisms
• Demonstrated proficiency in Microsoft Office, the internet and any other related software
• Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites within the municipalities or at other sites within Ontario
• Upon a conditional offer of employment, a Criminal Record Check will be required

Applicants must be prepared for skill testing.