Lead Service Coordinator- Government Services

at  Home Instead

The Lead Service Coordinator for Mississauga Government Services is expected to perform a variety of duties that relate to client care and service delivery for our clients & CAREGivers. They are expected to be responsible for providing the highest level of quality service to all clients and family members. We will be able to achieve this by developing relationships with those individuals that make all of this possible – the CAREGivers! Also, working well with team members and by being commitment to quality service. In addition, you will work hand-in-hand with the team to ensure a positive, cohesive and supportive environment for all Key Players to ensure that all needs of our team are met.
Schedule Monday to Friday 8:30am-5pm.

A description of the roles and responsibilities is as follows:

• Build trust by reflecting the Brand Promise of Home Instead

We will deliver, without exception, on every commitment we make to you and your loved ones.

• Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients:

Build Trust, Take the Lead & Share your Heart

• Adhere to all procedures, specifically Control of Service Provision, First Visit, Service Complaints and Incidents & Accidents, as mandated by our Quality Management System
• Ensure the needs of the client, family, employee, and company are consistently being met
• Ensure that all key indicators are met or exceeded including increasing hours, decreasing cancelled shifts & ensuring staffing is done in a thoughtful manner where consideration on compatibility is of the utmost importance
• Take the lead with managing the client/CAREGiver schedule portfolio by being accountable for all scheduling transactions on a daily basis
• Will be accountable for being responsive to the client and CAREGiver needs
• Coordination of all Care consultations, introductions and QA visits
• Lead and train your fellow service coordinators making sure they adhere to the policies and procedure
• Follow up with client to ensure their services meet their expectations
• Complete bi-monthly invoicing and payroll
• Main point of contact for all government programs , making sure all lines of communication are clear.
• Inputting all new clients schedules and updating services hours as needed
• Ensure client and CAREGiver satisfaction through compatibility surveys, communication of care plan and updates
• Build trust by complying to our Quality Management System
• Demonstrate common sense in decision making while anticipating the consequences of decisions.
• Discern when there is a need for quick decisions or more thorough assessments
• Ability to work independently and meet deadlines
• Ability maintain confidentiality of information
• Maintain accurate client and CAREGiver records in CLEARCARE
• Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in CLEARCARE
• Share your heart by participate in the CAREGiver retention programs and coordinate CAREGiver of the month recognition
• Answer each incoming call in a friendly, professional and knowledgeable manner
• Field new client inquires over the phone in a knowledgeable manner, enter information into CLEARCARE and arrange Care Consultations
• Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.
• Provide assistance to various members of the team as needed
• Provide support in the field, if required, by participating in Introduction visits along with other client and/or CAREGiver based requests made by the Director of Client Care. You must drive and have a reliable vehicle to provide this service.
• Reflect the core values & Guiding Principles of Home Instead
• Other duties as assigned by management
• Inviting qualified candidates from within Canada

• Build trust by reflecting the Brand Promise of Home Instea