Client Support Coordinator

POSTING

Posting Date: December 19, 2024

Application Submission Deadline: January 5, 2025

Please download the Employment Application Form at www.contacthamilton.ca/careers-2/. Completed Employment Application Forms can be submitted to Selena Boutilier at [email protected].

We will only contact those selected for an interview. Thank you.

The Passport program, funded by the Ministry of Children, Community and Social Services (MCCSS), helps adults with a developmental disability be involved in their communities and live as independently as possible by providing funding for community participation services and supports, activities of daily living and person-directed planning. The program also provides funding for caregiver respite services and supports for primary caregivers of an adult with a developmental disability.

The Hamilton-Niagara Passport Funding Program is one of 11 Passport Agencies in Ontario and serves people living in the Hamilton-Niagara Region. The Hamilton-Niagara Passport Funding Program is administered by Contact Hamilton. For more information, please visit www.contacthamilton.ca

Contact Hamilton’s Hamilton-Niagara Passport Funding Program is currently recruiting 1 highly motivated professional for the following position:

Position: Client Support Coordinator

Category: Full-Time Contract to March 27, 2026 (upcoming parental leave)

Effective Date: ASAP

# Positions Available: 1

Reports to: Manager of the Passport Program

Potential Hourly Rate: $23.343/hour to $29.822/hour

Location: Main Office Site, Hamilton

Contact Hamilton has a Work From Home policy that allows employees to work from home up to 5 days/week. Employees are required to attend the Main Office Site to provide on-site responder duties (typically once a month) and when requested by their Manager, including on-site quarterly team meetings.

Key Duties (not exhaustive):

• Responds to and provides timely, relevant, and accurate information regarding: Passport Program Provincial guidelines including admissible/inadmissible expenses; Passport Program Form completion and submission; overcoming challenges implementing funding; claim submission, reimbursement and funding balance updates; and general information about available community resources to assist clients with utilizing their Passport Funding.
• Reviews and resolves claim queries from PassportONE, including following up with the Passport funding recipient and/or their substitute decision-maker as required.
• Educates and provides support in regards to Program scope, eligible claims, and claim submission processes and methods.
• Administers or initiates Passport Program processes as required.
• Accurately updates Passport recipient’s information in the client database.
• Travel may be required within the Hamilton-Niagara Region when needed.

Minimum & Preferred Qualifications

• Post-secondary degree or diploma in a discipline related to human services, ideally in developmental services.
• Minimum 3 years’ experience working in the field of adult developmental services, ideally with experience regarding the Passport funding program.
• Working knowledge of the Passport funding program.
• Experience with managing high client volumes on a regular basis.
• Experience with managing high volumes of detailed work requiring precision.

Skill Set

• Demonstrates Contact Hamilton’s values and service principles: Integrity, Diversity, Empathy, and Accountability.
• Client Service Coordination: Assesses client requests/queries and provides them with information on Passport program and/or ministry guidelines and available resources in their community.
• Collaboration/Networking: Able to develop effective and collaborative working relationships with individuals, families and service providers.
• Commitment to Equity, Diversity & Inclusion: Demonstrates the values and behaviours that promote equity, diversity and inclusion.
• Communication: Effectively communicates orally and in writing, adapting messages in line with the audience's ability, experience, diversity and background.
• Conflict Resolution & Negotiation: Able to identify, respond and resolve conflicts calmly and productively.
• Detail Oriented: Able to accurately record data and complete multi-step prescribed processes.
• Problem Solving: Possesses effective problem-solving skills, including the ability to interpret and apply guidelines, policies, and procedures.
• Planning & Organization: Demonstrates effective organizational abilities and the ability to work in a fast-paced and dynamic environment; ability to quickly adjust to changing priorities, the needs of clients, and the program.
• Computer Literacy: Excellent computer skills, proficient in a Windows environment; able to learn software/database systems and work “live” in multiple systems. Able to support data entry, word processing, email, and keyboarding.

Other Requirements

• A current and original copy of a satisfactory Criminal Records Check with Vulnerable Sector Screening.
• If using a personal vehicle for travel: Valid driver’s license, access to a vehicle in good working order, and a minimum $2-million liability automobile insurance.
• Employees must meet the terms and conditions of the Work From Home Policy, including but not limited to having access to a private and secure home office with reliable internet in order to participate in the Work From Home program.

Equity, Diversity and Inclusion

It is an asset to have the ability to speak, read, and write in the French language.

We are committed to providing barrier-free and accessible employment practices. As such, Contact Hamilton will provide reasonable accommodation for any applicant, as requested during the recruitment process. For any recruitment-related accommodation needs and/or requests please contact Selena Boutilier at [email protected]

Contact Hamilton believes in diversity and recognizes the benefits it can bring to our organization and the people we support by including multiple perspectives and ideas. Contact Hamilton encourages and welcomes applications from people reflecting the diversity of our communities. Contact Hamilton is dedicated to a culture of inclusivity, equity, and diversity.

Health and Safety

Health and safety is of paramount importance to us. Safety protocols are in place. All employees are expected to comply with Contact Hamilton’s health and safety policies and protocols.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: $23.34-$29.82 per hour

Expected hours: 37.5 per week

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• Work from home

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Hamilton, ON