Veteran Family Program Coordinator

About this position

TORONTO MFRC

Toronto Military Family Resource Centre, MFRC, is a community-based, charitable organization focused on the delivery of services, resources and supports to the military and Veteran family community throughout the Greater Toronto Area. We are located in the area of Downsview Park, in North York and are easily accessible by public transit with free parking on site.

Role Description

Reporting to the Executive Director, the Veteran Family Program Coordinator (VFPC) will be responsible for the development, implementation and evaluation of programs and services that will assist CAF members, Veterans, and their families during the pre-release and post-release of a medical (3B) release, and the transition to civilian supports and services.   The VFPC helps to determine the needs of medically releasing/released individuals and families, and acts as a bridge between the transitioning family, DND, VAC and civilian support services along with other relevant service providers.

This is a full time, permanent, bargaining unit position, classified at Level 2. 

Primary Responsibilities

• Promote the Military and Veteran Family Services Program (MVFSP) to respond to the needs of medically released CAF Veterans and their families;
• Establish contact with medically releasing CAF members, medically released members and their families to increase awareness of services provided by the VFP and MFRC;
• Develop and deliver briefings, educational sessions and resources pertaining to change management and the military to civilian transition;
• Assist medically releasing CAF members, medically released Veterans and their families in their navigation of, and gaining access to, relevant community programs and services, facilitating referrals to appropriate agencies/organizations as needed;
• Provide information and referral services for the support of family members in crisis or imminent crisis;
• Provide follow-up with families to ensure referrals have been utilized and are meeting the family’s needs and provide ongoing support to families as required;  
• Maintain awareness of client circumstances and needs, demonstrate recognition of their achievements and collaborate to achieve positive outcomes for individuals and families; 
• Develop and maintain strong community partnerships with both civilian and military organizations and stakeholders and work in collaboration to establish referral pathways to programs, services, resources and activities that support the military to civilian transition;
• Maintain open communication with VFP Headquarters and the other Veteran Family Program Coordinators to ensure continuity of service provided across all 32 MFRCs;
• In collaboration with the MFRC and VFP, actively  promote VFP programs, resources and services by conducting outreach, disseminating information, providing information briefings;
• Document client information and activities within Customer Relationship Management system (i.e. Penelope);
• Demonstrate a high level of diligence with respect to record keeping and protection of sensitive, confidential information;
• Participate in program/service development, data collection, evaluation and continuous quality improvement activities;
• Coordinate the collection of statistical data pertaining to each activity and service provided, and ensure all data is reported as requested;
• Evaluate services both formally and informally on an ongoing basis in alignment with the MFRCs and VFPCs overall evaluation plan and develop annual goals/statistics for the program that are outcome-based and measurable;
• Participate in budget and resource development for relevant service areas;
• Demonstrate a commitment to continuous professional development;
• Work collaboratively with team members and all levels of leadership.

Required Qualifications

• Completion of a Bachelor’s Degree in Social Services, Human Services or Mental Health Services, OR
• Completion of a College Diploma in Social Services;
• Demonstrated application of education in a professional, client facing, family focused, social service setting;
• Clear Police Check/Vulnerable Sector Search and Enhanced Reliability Security Clearance (facilitated by employer);
• Verbal and written proficiency in English language.

Required Knowledge

• The unique challenges of the military lifestyle and issues facing medically releasing Veterans and their families;
• CAF, VAC and community systems, policies and practice in order to assist families in accessing services and support;
• Understanding of MFRC programs and services to enable quality referrals for families to services and supports;
• Awareness of and familiarity with available military and civilian, community based support services;
• Determinants of health and well-being;
• Trauma informed approaches to policy and practice;
• Proficiency in computer software applications including Microsoft Office 365;
• Use of client/customer relationship management systems;
• Familiarity with virtual engagement applications, such as Zoom.

Required Experience

• Collaboration within a multi-disciplinary team;
• Professional experience delivering services in a client/customer facing, family focused, social service environment, with a wide cross-section of the community representing diverse backgrounds, cultures, and socio-economic circumstances;
• Interviewing and conducting client needs assessments, client case management and coaching;
• Crisis intervention and risk management;
• Development and delivery of information sessions, and facilitation of group programs/services and meetings;
• Community networking and stakeholder engagement.

Competencies

The ideal candidate will demonstrate the following competencies:

• Ability to work independently and as a member of a multi-disciplinary team, in a social service setting;
• Calm, resilient and well-grounded demeanor;
• Well defined and practiced personal and professional boundaries; 
• Innovative, keen initiative and self-motivated;
• Flexible and adaptable to changing circumstances; 
• Highly detail oriented with excellent organizational and time management skills and the ability to manage and meet competing deadlines;
• Ability to define problems, collect data, establish facts, draw valid conclusions and make relevant recommendations for quality and service improvement;
• Superior interpersonal skills demonstrating tact, sensitivity and professionalism with people under stressful situations;
• Strong, articulate communication skills in English language, both verbal and written;
• Comfort and confidence in public speaking and delivering presentations;
• High degree of digital literacy and adept with the use of technology to deliver information. 

Assets

The following skillsets will be considered an asset:

• Personal experience navigating the unique lifestyle challenges facing Canadian military and Veteran families;
• Understanding of CAF communities, systems, policies and practices in order to effectively assist families in accessing appropriate services and supports;
• Knowledge of the national Military and Veteran Family Services Program (MVFSP);
• Certification in CPR & First Aid, Mental Health First Aid, Suicide Intervention, Crisis Intervention;
• Verbal and written proficiency in French language.

Work Environment

• This is a full-time (37.5hrs/wk), permanent position, based on successful completion of a probationary period.  
• Hours are flexible, based on the needs of the organization and families being served, and may require occasional work on evenings/weekends.
• Location of work:  Toronto Military Family Resource Centre, located at 5 Yukon Lane, North York.  
• May require some local travel within the Greater Toronto Area to support families in various setting such as private homes, hospitals, care facilities, or military establishments. 
• Toronto MFRC is committed to developing and maintaining a welcoming work environment that supports the health, wellness and success of our employees.  We offer a comprehensive benefits package, and employer matched Group RSP for full-time permanent employees. 

Toronto Military Family Resource Centre is committed to developing a highly skilled and diverse workforce that reflects the diversity of the military and Veteran family community that we serve.   We welcome and will accommodate applications from individuals of all abilities.

Applications will be reviewed and considered as recieved.