The Community Healthcaring KW provides a broad range of services aimed at improving the health of individuals and the wider community. Our services include medical and dental care, health promotion, illness prevention and outreach programming. Our expertise and resources are focused on working with those who experience health inequities and barriers to accessing health services. Collaborating as an interdisciplinary team, we provide services and supports that address the social determinants of health including factors and barriers such as poverty, inadequate housing, food insecurity, substance use, language and culture, as well as stigma and social exclusion. The Community Healthcaring KW works with the most complex client population served by primary health care professionals within Waterloo Region. Our highly skilled and diverse team works from a strength-based approach with individual clients as well as the broader community. We collaborate with many partner agencies and organizations within Waterloo Region. Our team consists of Family Physicians, Nurse Practitioners, Registered Nurses, Social Workers, Dietitians, Chiropodists, Pharmacists, Psychiatrists, Health Promoters, Community Health Workers, Administrative Staff and Volunteers.

We invite you to consider this opportunity to join our team and contribute to this important work. The Health Centre is currently recruiting for the following position:

Job Title: Client Navigator

Pay: $44,370.82 - $ 53,460.17

Full- Time Fixed Term Contract - FTE 1.0 12-month Contract

Job Summary:

The Client Navigator supports coordination and administrative support related to client applications including the Ontario Disability Support Program (ODSP) at both King Street & Francis Street. This role will work collaboratively with primary care staff and other providers to ensure efficient and effective client service related to Ontario Works (OW), ODSP, Assistance for Children with Severe Disabilities (ACSD) program, short-term disability, long-term disability, and acting as a liaison between clients and the social assistance services provided by the Region of Waterloo.

Responsibilities:

1. Assists clients acting as a resource to navigate social service and healthcare systems.
2. Work in conjunction with primary care providers to complete medical review portion of ODSP.
3. Support clients in completing the self-report portion of ODSP application & submitting it to Disability Adjudication Unit.
4. Work with clients and assist providers with completion of other OW/ODSP forms (Limitations to Participation, Special Diet Allowance, Mandatory Special Necessities forms) as required.
5. Act as liaison for OW/ODSP recipients, communicating on their behalf with their caseworkers regarding income support matters.
6. Provide support to clients for hearings with SBT/ODSP during final appeal stages.
7. Provide support for online applications for OW/ODSP and submitting all requested information.
8. Review chart and print relevant documents for the ODSP application.
9. Maintain tracking system for all ODSP applications including relevant dates for all stages of the process (date received, due date, completion of self-report, dates sent/received by ODSP office, etc.). Perform necessary follow-up include liaison with the ODSP disability adjudication unit to ensure files are received.
10. Assist with online applications for the Assistance for Children with Severe Disabilities (ACSD) program, and manage renewal paperwork as needed, including submitting supplementary documents as requested by the ACSD.
11. Fax completed applications and scan into electronic medical record.
12. Follow up with clients at 1- and 6-months interval following submission of ODSP application to ascertain outcomes of applications.
13. Assist with completion of Internal Reviews of negative ODSP decisions, including preparing letters and printing any additional documentation required.
14. Liaise with Waterloo Region Community Legal Services to arrange formal appeals of negative decisions.
15. Work with clients and assist with completion of other disability forms (OCF-3, CPP, STD/LTD forms) as required.
16. Handle Build Better Future Program (BBFP) related requests including adding patients to waitlist, assisting with yearly renewal paperwork, enrolling new applicants, and updating contact information. Attend BBFP related meetings with all community partners, representing our CHC.
17. Facilitates internal and external referrals.
18. Assists with form completion, system navigation, advocacy and life-skill development.
19. Works from a determinants-of-health and client-centred perspective in order to assist in building clients' capacity to work toward goals.
20. Consults with, and provides information to, CHCKW staff regarding clients and assists with the development of care plans for clients with complex needs.
21. Establishes and maintains knowledge of community resources and builds strong relationships with external agencies and partners.
22. Maintains electronic client records according to Health Centre expectations and professional standards.
23. Work during both regular and extended hours (evenings/weekends) and in outreach locations within the Region of Waterloo with irregular hours evenings and weekends. A minimum of one evening per week will be required.
24. Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals.
25. Collect, analyze and report on data and relevant information and participate in research as determined by CHKW.
26. Contribute to the centres practices of hiring, orienting and training of staff.
27. Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities.
28. Work in a manner that preserves privacy and confidentiality. Be able to communicate health information to appropriate health care professionals.
29. Work in a manner that ensures client safety and minimizes risk to clients, volunteers and the centre.
30. Work in a manner consistent with the CHKW vision, mission and guiding principles.
31. Work in a manner that demonstrates self-reflection and personal accountability for work performance.
32. Adhere to all CHKW policies.
33. Maintain up to date, accurate notes in accordance with CHKW/IPC policy.
34. Participate in staff and team meetings and multi-agency meetings as needed.
35. Maintain a valid drivers license, access to a reliable personal vehicle and adequate insurance for work-related travel in accordance with CHKW policy.
36. Work in a manner consistent with the Health Centres policy and commitment to Diversity, Equity and Inclusion in all processes and practices.
37. Participate in research as determined by the Health Centre.
38. Adhere to appropriate infection control practices including those related to Covid -19.
39. Perform any other duties as assigned by your supervisor.

Accountability:

This position reports to: Manager, Primary Care

Qualifications:

1. Bachelors degree or relevant diploma in social services, social work or other relevant discipline, or an appropriate combination of education and experience.
2. Eligibility or current registration in the Ontario College of Social Workers & Social Service Workers may be considered an asset.
3. Prior administrative experience in a primary health care setting, or community-based health, legal or social services setting.
4. Prior experience working one-on-one to support clients with their goals.
5. Experience working effectively and sensitively with culturally, economically, and socially diverse populations, including refugees and newcomers to Canada.
6. Experience working with clients with mental health and addiction issues.
7. Excellent administrative and organizational skills, including attention to detail and ability to accurately complete a high volume of work
8. Strong interpersonal, counseling and advocacy skills.
9. Experience working effectively with culturally, economically and socially diverse clients.
10. Familiarity with social service and health programs, services and systems in Kitchener and Ontario.
11. Expertise in working with clients with mental health and addiction issues.
12. Demonstrated ability to work independently and as an effective member of an interdisciplinary team.
13. Excellent English written and oral communication skills. Second language is an asset.
14. Commitment to working within a client-centered, social determinants of health framework.
15. Proficiency in the use of computers and various software programs.
16. Ability to work scheduled evening hours.
17. Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.
18. Ability to work collaboratively within a diverse team environment.
19. Ability to maintain strict confidentiality and act with discretion.
20. Recent experience working in a community setting and outreach preferred.
21. Demonstrated ability to communicate effectively in English, both written and verbally.
22. Experience with electronic health records and other databases is an asset.
23. Formally trained in and practices de-escalation techniques or willing to engage in training.
24. Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.

Hours:

37.5 Hours per week

Monday/Tuesday/Thursday 9am-5pm

Wednesday 9am 5pm or 12 pm 8pm based on clinic requirements

Fridays 8am 4pm or 9am 5pm

Benefit package:

• Paid Vacation Leave: 3 weeks to start; 4 weeks after 1 year
• Paid Public Holidays & Sick Leave
• Defined Benefit Pension Plan (through HOOPP)
• Extended health and dental insurance
• Life, Accidental Death, and Long-Term Disability insurance
• Employee Assistance Plan

Application Deadline: March 14th, 2025

The Health Centre values the diversity of its staff and welcomes applications from people of all races, ethnicity, religions, culture, sexual orientation, gender identity and those with disabilities.

Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact noted above so that suitable arrangements can be made.

Personal information submitted will only be used for the purposes of this recruitment process.

We appreciate all expressions of interest; however, only those selected for an interview will be contacted.