At CUPS we change the lives of low-income and homeless Calgarians by addressing the root causes of their challenges. Using science, we address trauma, manage adversity, and build lifelong resilience that spans generations.
We are driven by our compassion for those in distress and vision to end the cycle of poverty and trauma for all Calgarians. Acting with ingenuity and collaboration, we transcend traditional models of social service & organizational management to lead the way to integrated, responsive and scientifically tested standards of practice in all we do. Honoring the dignity of our clients, partners, and each other, while holding ourselves to the highest level of professional practice and accountability, we set the stage to move from surviving to thriving for everyone who enters our organization.
The Client Navigation Worker is responsible for welcoming individuals to CUPS, either in person, by phone, or through email, by creating a caring, dignified and trauma informed experience for all clients. This role will greet and welcome all clients accessing CUPSand work efficiently with clients with complex concerns to identify the most pressing needs and provide high quality and accurate guidance and connection to the best resource available, both internally and externally. This role will ensure that clients connect to service providers successfully, and that internal team members are provided with client briefings in person or via electronic data systems to increase service efficiency and positive client experience.
Leadership:
- Create approachable, caring and trauma informed environment for clients, guests and colleagues
- Demonstrate outstanding client services through client centered practice and expert client rapport & de-escalation skills
- Contribute to safety and wellness of clients, colleagues and visitors by remaining up to date on CUPS health & safety protocols
- Promote a culture that reflects CUPS vision, mission, philosophies and values
- Act as warden for client dignity by ensuring confidential client information is handled with the utmost care and respect in alignment with HIPA and CUPS privacy protocols & values
- Act as ambassador of CUPS mission and values both internally and externally
Organizational Alignment and Performance:
- Welcome, check-in, screen, and triage all guests attending CUPS to be connected to support services, assisting in managing of client flow and providing guidance to clients on resources & services
- Provide short term services to clients with straightforward resource/referral requests, while connecting clients with longer term/complex service needs to the appropriate support worker
- Manage in-coming calls and emails to CUPS information line/inbox providing timely and accurate information to clients and ensuring information flows to assigned support workers when present
- Accurately enter all required data points in all databases regarding client intake, initial needs assessment and required consents
- Remain up to date on internal changes to programs, services and personnel to ensure accurate care plan development and warm hand-offs of clients to colleagues
- Provide coverage for Greeter role as needed, communicating with the front desk Client Navigation and MOA teams to inform of client’s coming into and out of the building
- Maintain and calm, welcoming environment for those accessing CUPS services
- Deescalate, answer questions and support clients making connections at CUPS
- Develop warm and trauma informed relationships with CUPS clients creating consistency in client experience
- Work with Behavioural review committee and CUPS programs closely to review client service plans to ensure clients are supported in a manner that increases ability to continually access CUPS service
- Remain up to date on service plan changes for high needs clients and clients under review of the Behavioural review committee
Stakeholder Relations:
- Develop & maintain strong and supportive relationships with the client administration team of Medical Office Assistants, Connect 2 Care and Care Coordination Administrators, providing back up to positions as required to ensure constant delivery of exceptional client service
- Develop and maintain collaborative and accountable working relations with internal CUPS colleagues to strengthen communication flow and cross-program understanding
- Provide caring, reliable, trauma informed care to all clients accessing CUPS to reduce barriers to service and increase community trust
- Share experience and knowledge with students, volunteers and guests interested in CUPS services to further develop CUPS social justice impact & external ambassador network
Background required:
- 3-5 years experience working with clients directly in the social service sector OR Diploma in Human Services (Social Work, Addictions & Community Health etc.) and 1-2 years of previous work experience in the social service sector
- Demonstrated experience providing first point of contact service to diverse variety of clients who may be experiencing mental health, addiction, poverty & trauma concerns
- Previous experience working effectively within multidisciplinary team
- Proficiency in client databases (ex. HOMES, FCSS, HMIS) considered an asset
- Acceptable Criminal Record Check
Working Environment:
- Monday to Friday 8am – 4pm
- Extended hours of standing
- Periods of high stress
- Exposure to traumatic incidents and vicarious trauma
Job Types: Permanent, Full-time
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Flexible schedule
- Paid time off
- RRSP match
Schedule:
- 8 hour shift
- Monday to Friday
Application question(s):
- Do you have 3-5 years experience working with clients directly in the social service sector OR a Diploma in Human Services (Social Work, Addictions & Community Health etc.) and 1-2 years of previous work experience in the social service sector? Please explain.
- What Prompted you to Apply to CUPS?
Work Location: In person
Application deadline: 2023-09-25
