Job Description

As a Service Coordinator at our nonprofit home and community care organization, you will play a central role in ensuring our clients receive timely, seamless, and compassionate care. You will be part of the team that coordinates Personal Support Worker (PSW) visits to clients’ homes and responding quickly and thoughtfully when plans need to change.

In this role, no two days are the same. You will be balancing schedules, responding to shifting needs, and helping resolve challenges as they arise. You will regularly communicate with clients and their families, Intake Specialists, PSWs, and members of our Client Services team. Your work directly impacts people with complex health needs, helping them remain safe, supported, and independent in their homes and communities.

**We are looking for:**2 permanent full-time Service Coordinators

Hours of Work: 2 available vacancies: 1: Mon - Wed 8:30AM to 4:30PM; Thu 8:30AM to 3:30PM; Sun 12:30PM to 8:30PM. Mon and Tues in-office.

2: Tue - Thu 8:30AM to 4:30PM; Fri 8:30AM to 3:30PM; Sat 12:30PM to 8:30PM.

This is a hybrid work from home role.

**Reports to:**Supervisor, Operations

Compensation & Benefits

**Hiring Salary Range:**The salary for this role ranges from $47,000 to $58,500 per year, depending on your skills and experience.

On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.

Circle of Care Benefits: **Hybrid Environment:**This is a hybrid position, with a mix of 2 in-office work and 3 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

**Health and Dental Benefits:**A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

**Retirement Savings Plan:**As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

**Learning and Development:**We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

Our Ideal Candidate

Must Haves

• Some experience in a service coordination, social services, call centre, administrative or related environment
• Excellent telephone, interpersonal, and customer service skills, with ability to explain information clearly and calmly while bringing empathy, patience, and professionalism to sensitive conversations with clients and caregivers.
• Proficiency in a Microsoft Office environment
• Foundational written communication skills
• Excellent organizational and time-management abilities, with ability to prioritize effectively
• Ability to work in a fast-paced environment and manage stressful situations
• Sound judgment when assessing and responding to complex or sensitive situations
• Ability to work independently while remaining connected to a team

Good to Haves

• Post-secondary education in a health-related field
• Knowledge of general office practices, procedures, standards, and medical terminology
• Strong knowledge of community resources and supports
• Additional language skills

Full Scope of Responsibilities

Coordination and Scheduling

• Assigned to a specific geographic area the Service Coordinator is responsible for the coordination and scheduling of client service plans. Reviews client service plan with objective to establish priorities and to develop a scheduling plan.
• Continually review PSW schedules with the objective to optimize efficiency.
• Works closely with the Manager, Intake Specialists and Client Services Supervisors to ensure excellence and manage client expectations.
• Develop, manage, and update service delivery schedules based on the needs of the clients.
• Document and provide information required by the service delivery team that will ensure the provision of efficient and excellent service.

Customer Service

• Build a trust-based relationship and develop rapport with staff, clients and family members in order to ensure we meet their needs and resolve concerns in an efficient and transparent manner.
• Effectively meet all client services requirements in a courteous and professional manner by efficiently providing accurate information.
• Proactively trouble shoot problems, deal with difficult situations, and escalate to Intake Specialist, CSS and or management.
• Receive and respond to customer inquiries and contacts (telephone, written and email) as per departmental and organizational expectations.

Information Management and Reporting

• Complete all relevant paperwork in a timely and accurate manner.
• Document information in the electronic record in accordance to departmental policies and procedures and legislation.
• Ensure all client, funder and personnel information is up-to-date in the information management system and documented in accordance to departmental policies and procedures and legislation.
• Provide notification to all stakeholders (Service Delivery staff, funders - LHIN) as required.
• Check and respond to modes of communication (voicemail, email, calendar) as per organizational and department expectations.

Management of Relationships with Internal and External Partners

• Actively participate in the Client Services Team, collaborate with, and provide solutions/support to team members and senior member in the department to achieve strategic goals and objectives.
• Collaborate and proactively work with external partners, LHIN, Baycrest, government agencies and other suppliers, as required.
• Provide customer support to internal and external customers.
• Lead by example and demonstrate the organizational values in all personal behaviours.

Additional information

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.

We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Only applicants who are selected for an interview will be contacted.

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