Client Service and Scheduling Coordinator - Temporary Full-time**(1 Year Contract)**

ThisCSS Coordinatorhas overall accountability for the daily coordination and monitoring of client services activities including service planning, scheduling, dispatching, and data entry required to accurately develop and maintain client and staff schedules that meet the client and program needs in an efficient and optimal manner in alignment with Collective Agreements and relevant employment legislation. The Client Service and Scheduling Coordinator prepares payroll reconciliation and acts as the first point of contact and support to resolve unexpected events.

The Client Service and Scheduling Coordinator is accountable to:

• Develops and manages positive and respectful relationships with clients on behalf of the organization.
• Negotiates and manages client issues or concerns with scheduled visits.
• Develops and maintains a schedule in compliance with Collective Agreements and relevant employment legislation to meet client service needs and to ensure all shifts are covered. Determines need for staff replacement/redeployment.
• Analyzes and monitors client schedules for areas of efficiency and for adjustments to meet hours of service target per day.
• Continuous monitors for quality and makes recommendations for implementing improvements to Manager.
• Manages and approves staff scheduling requests in collaboration with the Care Team Lead, including availability, shift exchanges and shift cancellations, such as sick calls.
• Reviews vacation and other Leave of Absence requests and communicates recommendations to Care Team Lead for review and approval.
• Ensures the schedule is posted as per the collective agreement and is as complete as possible.
• Prepares and ensures accuracy of bi-weekly payroll and agency, provides invoices and submits to Manager for approval. Resolves any discrepancies.
• Ensure employee or client documentation is complete and maintained in a timely manner.
• Responds to and immediately manages employee accidents and ensures compliance with Nucleus’ policy to ensure staff safety. Communicates/escalates to the Care team Lead and/or Manager.
• Responds to critical incidents in a timely manner and escalates to Care Team Lead.
• Identifies and mitigates risks in client service.
• Protects the privacy and confidentiality of all privileged information and activities according to the policies of Nucleus and PHIPA.

Key skills and experience we are looking for:

• Post-Secondary school degree or diploma in Social Service, Gerontology, Business or Medical Administration and/or equivalent education/experience combined. Ability to work collaboratively with others to meet goals, objectives and outcomes.
• Previous experience scheduling according to Collective Agreements and relevant employment legislation is a significant asset.
• Excellent organizational, interpersonal and communication skills, problem-solving and decision-making ability.
• Excellent customer service skills and a passion for delivering exceptional service to vulnerable populations.
• Experience or working knowledge of community work with the senior population or Adults with Physical Disability considered an asset.
• Ability to work independently, under time pressure and successfully manage multiple tasks simultaneously. Demonstrated initiative, teamwork and the ability to prioritize tasks and be flexible to accommodate changing demands.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and demonstrated ability to learn and effectively utilize computer applications. Knowledge and experience with Alaya Care an asset.
• Ability to demonstrate sound judgement.

Special Conditions

• On-call rotation with the CSSC team.
• Hours of operation are from 6:00 AM to 10:30 PM, with shifts scheduled within this time frame.
• Evening, weekend, and holiday work is required.

Nucleus values diversity in the workplace because it allows us to better understand and meet the needs of our clients and the communities we serve. It helps us foster greater creativity, breadth of experience, and personal growth among our staff, and it's essential to our success as an organization.

We want to ensure all-job applicants are treated fairly and with respect regarding race, national or ethnic origin, color, religion, age, gender, sexual orientation, marital status, family status and disability. Accommodation is available on request. All qualified people are encouraged to apply.

Thank you for your interest in this role, all those that apply will be contacted.