Client Services Worker (part - time)

Client Services

The Client Services position is responsible for providing a safe and secure environment for program participants and visitors. The Client Services is an entry level social service position. The Client Services provides day-to-day operational support and ensures services are delivered in a safe, professional manner that meets funder/contract expectations, adheres to department policy and procedures, demonstrates respect for the individual, supports the goal of providing a home-like environment, and evidence Salvation Army Core values.

The responsibilities include:

• Greet and screen all persons entering the facility giving direction as needed.
• Address requests for services. Be available to respond to participant concerns.
• Complete intake/discharge/cessation processes and ensure all documentation is completed fully and in a timely manner.
• Ensure that participant(s) understand rules of program/service, their rights, and consent to service.
• Ensure that required information is recorded and that notification is made to appropriate support staff of new admission.
• Monitor the activities of the participants and maintain availability for personal, practical, and moral support while applying and maintaining professional boundaries.
• Supervise mealtimes and when required assist with serving for participants as required by Program.
• Carry out inspections & security checks/rounds in accordance with policies and procedures, including such tasks as locking outside doors and fence at night (may not apply to all work sites).
• Coordinate participants' care relating to security issues; may be directly involved in doing bed checks and room searches.
• May apply urine drug screenings/breathalyzer tests as requested or required by program.
• Following stated policy and procedure, may assist with medications as ordered by the participants' physician (Medication Administration, Medication storage) and as directed by Program Manager or designate, as required by program, as scope and training permit.
• Report and document any medication concerns to the Manager or designate as required by program.
• May be required to pack participants' belongings at time of discharge/cessation as required by program (as per policy and procedure).
• Ensure those persons who may be intoxicated and/or disorderly who may threaten the safety of the staff, property or other participants are managed according to policy. Use de-escalation skills when dealing with an escalated situation.
• De-escalate and attempt to stabilize potentially violent situations and assist those in conflict.
• Ensure proper fire procedures and precautions are exercised and properly carried out in the event of a fire alarm.
• Reliably process cash transactions as required by program, following procedure and policy.
• Liaise with referral sources as required.
• Liaise with external agencies as required, (e.g., police, fire, etc.)
• Apply Naloxone nasal/injectable.
• Apply first aid as Certified (safety permitting).

Administrative duties include:

• Provide reception and basic administrative duties for program.
• Contact on call support / advise manager of emergency situations (may be required to arrange staff coverage in the case of missed shifts)
• Accurately record day-to-day happenings using appropriate methods; maintain logbooks.
• Documentation of interactions with program participants.
• Be aware and adhere to Program policy and procedures required and ensure that any updated policies are reviewed as required.
• Complete occurrence/incident reports as required and ensure delivery of same to program manager in a timely manner.
• May prepare reports, statistical information as requested/required.
• Participate in the training and orientation of new and existing staff as required.
• Be an active participant in staff meetings and provide feedback on the development and implementation of policy/program items (and special events when required).
• Ensure the work site is maintained a clean, tidy, and organized manner. Prepare and send service requests as required.
• Always represent The Salvation Army in a professional manner and uphold the Mission of The Salvation Army. Ensure that The Salvation Army's policy regarding confidentiality is always maintained, and that job responsibilities are carried out in a professional, effective, and efficient manner.
• Work within the parameters of the job duties and expectations required for the position.
• All other related duties as assigned/requested.

Critical relationship management includes:

• Various ad hoc Committees as assigned.
• Participants of the Program.

Financial and materials management includes:

• Confidential files and reports.
• Maintain a pool of resources with other community services for easy accessibility by the participants.

Working conditions include:

• Working environment is generally in the program building in fast-paced conditions.
• The job requires lifting/twisting/bending and will require sitting and standing for long periods of time.
• Some scheduled overtime is associated with this position.
• Shift work (may be) required. Must be flexible to work all shifts (days, evenings, nights, weekends, holidays)
• All programs operate 24/7. Multi-site work may be required.
• Available to work as scheduled by manager to meet operational needs.

The above responsibilities must be discharged in accordance with The Salvation Army's Mission Statement, in a professional manner, exemplifying Christian standards of conduct.

Education, qualifications, and certifications include:

• Post-secondary education / training in a human service-related field (combination of equivalent education and experience may be considered) such as exemplary customer service, care aid experience/training, community support worker certificate/training, currently attending school for social work degree or diploma, group home work, attendant/aid in a service providing service to marginalized populations, experience working in an indigenous community/service.
• Current Clear Criminal Record Check with Vulnerable Sector Check.
• Current certification in Standard First Aid with Level C CPR.
• Current certification in Non-Violent Crisis Intervention an asset.

Experience and skilled knowledge requirements include:

• Related experience in a social services / mental health setting or working with marginalized clientele an asset.
• Experience performing administrative duties, computer data input and cash handling an asset.
• Respect and understanding of The Salvation Army – its mission, culture, and values.

Skills and capabilities include:

• This position requires a high degree of compassion, integrity, patience, good communication and people skills, and the ability to function in a stressful environment.
• Competent to develop and maintain participant relations while demonstrating professional boundaries.
• Use a trauma aware, culturally humble, client focused approach.
• Respectfully work as part of a broader team.
• Must be proficient in MS Office, Outlook and databases as required.
• Strong written and verbal communication skills – clear and simple to understand.
• Must be able to work in a fast-paced environment with strong prioritizing and organizing skills.
• Must be adaptable, able to take direction, multi-task and resourceful.

The incumbent's work environment is typically at work sites within residential settings, and may require working under the following disagreeable conditions:

• Dealing with angry and abusive people
• Verbal abuse
• Exposure to bodily fluids, bodily waste
• Exposure to drugs, alcohol and solvents
• Physical attacks by others
• Exposure to infectious diseases
• Exposure to toxic chemicals
• Sharp objects (i.e. needle sticks, knives and weapons)
• Other dangerous situations
• Universal precautions
• Immunization for Hepatitis B
• Vaccination against Tuberculosis

This is a Part-Time 0.8FTE. Scheduled working hours is 32 hours weekly.

Require working on day and evening shifts on rotational basis.

The target hiring range for this position is $20.55 to $21.35 with a maximum of $22.14. Placement in the salary