Job Posting: Service Delivery Manager & Caregiver Support Lead

Service Delivery Manager

• Referral management and overseeing monthly reporting standards for Leads.
• Monitor and evaluate the performance of service delivery, identify areas for improvement, and implement changes as needed.
• Collaborate with ED about service delivery and organizational priorities.
• Provide peer consultation and/or healthcare system navigation insight to Leads.
• Coordinate staff coverage for service delivery in cases of illness and vacation.
• Support human resource development including staff recruitment, performance assessment, training, and mentoring.

Caregiver Support Lead

• Maintain the highest standards of confidentiality and protection of privacy.
• Provide compassionate, professional, and meaningful support for caregivers in one-to-one and support group settings; in person, by telephone, and digitally. This includes boundary setting, safety, confidentiality, and timely follow-up.
• Manage referral intake processes and work cooperatively and professionally with referral sources, community colleagues, and rental facility contacts.
• Process referrals and maintain appropriate and consistent service contact levels with clients.
• Ensure accurate and comprehensive records and reports are completed on time in the information management system provided.
• Complete case notes in a timely manner, including quantitative and qualitative information on the provided CFCSS platform.
• Effectively communicate support group expectations and ensure all participants have an opportunity to share safely and according to the group guidelines.
• Ensure caregivers are assessed for distress and signs of burnout and refer them accordingly.
• Ongoing professional and effective communication with the team.
• Maintain/update calendars and appointments on the CFCSS platforms and complete reports and evaluations.
• Set up and take down support group rooms and one-to-one support meeting spaces.
• Communicate support group guidelines to all participants and ensure these guidelines are maintained throughout group facilitation.
• Communicate clinical challenges and at-risk caregivers promptly.
• Ensure Covid-19 safety measures are communicated and/or implemented when deemed necessary by the organization.

Knowledge & Skills

• Ability to communicate effectively and professionally, both verbally and written, with good attention to detail.
• Ability to establish and maintain clear professional therapeutic boundaries while providing compassionate support that employs empathy, non-judgement, tact, integrity, and confidentiality.
• Good understanding of computer systems, including data entry and data management systems, keyboard 35 WPM, Word, Excel, Gdrive, and Google.
• Excellent group facilitation skills.
• Ability to work independently managing a fluctuating caseload and flexible schedule.
• A demonstrated sensitivity and awareness of intercultural and inclusive communities.
• Detailed knowledge of community and Island Health resources for caregivers is an asset.

Other Job Requirements and Details

• Valid driver’s license in good standing.
• Vehicle in good working condition with winter tires during the winter season (mileage allowance included).
• Ability to work remotely from home with a place designated, and to drive for off-site meetings.
• A phone with a CFCSS-designated voicemail (monthly allowance included).
• Responsible use and care of CFCSS computer hardware.
• Satisfactory vulnerable sector screening (criminal record check).
• Physically and emotionally able to perform the duties of the position.
• Create a flexible work schedule that accommodates caseload needs.
• Ability/willingness to follow Island Health policies and protocols related to immunizations and vaccination.

Priority consideration will go to candidates with Education, Professional Experience, and/or Personal Experience of the following:

• Background in social services, healthcare, psychology, counselling, mental health and/or community support work.
• Understanding of issues facing caregivers and their families, including emotional and mental health, issues related to caregiving including loss, grief, burnout, self-care, etc.
• Experience and demonstrated success facilitating support groups.
• Experience and/or knowledge of Island Health and/or healthcare environments.
• Experience working with older adults and seniors.

This posting will remain open until filled. Due to the flexibility in hours and days needed for the position, local applicants will be considered first. Please note that only shortlisted applicants will be contacted.

Interested applicants may submit a resume and cover letter to: hello@familycaregiverssupport.org