Member Services Coordinator

About this position

Job Purpose:

As a dynamic and welcoming member of our team, the Member Services Coordinator will provide intake interviews and follow-up support services with new members.  This position provides front line case management and counseling to members as they enter the facility, refers them to appropriate programs and resources and provides ongoing follow up support, in addition to providing group facilitation for wellness programs and emotional support groups.

Primary Responsibilities:

Intake Procedure/Support Services

• Provide Intake interviews for new adult members.
• Coordinates individual follow up appointments, member outreach and support for drop-in visitors.
• Ensures that membership and intake forms are completed, as well as makes all relevant referrals to peer support and program registrations.
• Manage an individual caseload providing individual emotional support to families and individuals as required.
• Provide support and resources for Caregivers.
• Facilitate group programming or seminars as requested by the Program Coordinator and Executive Director.
• Collects statistics for services provided including providing a monthly report to the Board of Directors.

• Follow procedures to track follow-up phone calls, support needed after a group finishes etc. to ensure accountability, continued support and member satisfaction.
• Ensure client notes and database entries are conducted in a timely manner and written in clear, concise, and non-judgmental language.

• Create standardized packages that members receive at intake including information on cancer, symptom management handouts, rights of the caregiver, etc.

• Compile, create and expand resources for members as requested by the Program Coordinator or Executive Director.
• Assist with needs assessment and development of peer support services, seminars and support groups as required.

• 2-5 years of social work or human services counseling.

• High school diploma.
• Post-secondary education or equivalent experience in Social Work, Community Support Work, Mental Health counselling or equivalent.

• Knowledge of MS Office applications and client database management (knowledge of Sumac/Societ database is an asset).
• Counselling skills and knowledge of community resources.
• Group Facilitation skills.
• Positive, calm, and collaborative approach, with desire to build productive relationships and an effective team environment.
• Excellent oral and written communications skills.

• Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency
• Behave Ethically: Understand ethical behaviour and business practices and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organization, including confidentiality and setting personal boundaries.
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of Hearth Place
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques
• Creativity/Innovation: Develop new and unique ways to improve operations of Hearth Place and to create new opportunities
• Focus on Member Needs: Anticipate, understand and respond to the needs of internal and external members to meet or exceed their expectations within Hearth Place’s parameters
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
• Lead: Positively influence others to achieve results that are in the best interest of the organization
• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization and the members
• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities
• Solve Problems: Assess problem situations to identify causes, gather and process relevant   information, generate possible solutions, and make recommendations.