Quality Service Lead - #451651

Position Overview

Team/Quality Service Leads have well-honed client intervention skills and take the lead on decision-making in complex, risky, and/or escalating situations related to client care and support. Team/Quality Service Leads ensure client supports meet the high-quality standard of care set by the Program Director and articulated in the JHSOK Culture Deck and Agency Policies.

Team/Quality Service Leads coach and mentor front line workers in delivering support services using a trauma-informed approach to care. Team/Quality Service Leads work closely with the Manager and front-line workers in developing client case management plans, behavioral plans, and implementing program practices that are focused on safe environments, empowering clients, and meaningful outcomes.

Major Responsibilities

Client Support Services

• Decision-making on client support interventions that are escalating, risky, and/or complex; supports the front-line workers in decision-making on client support interventions that are complex
• Communicates effectively with clients including active listening and problem-solving; liaises clients to appropriate community resources to address needs
• Monitors client activities and provides calm, effective interventions
• Establishes and maintains collaborative relationships with clients using trauma informed practice
• Assesses and identifies client needs, implements client-centred wellness plans
• Recognizes, analyzes, and addresses potential emergency situatioins
• Provides outreach and community inclusion support to the individuals on their caseload
• Coordinate client activities to encourage pro-social bonding, client community, and lift skill development
  
  
  

Support to Frontline Workers

• Works collaboratively and effectively with all staff
• Provides ongoing coaching, training, and feedback to front line workers
• Provides consistent professional approach to work
• Establishes and maintains a strong team-based approach with front line workers
  
  
  

EDUCATION, SKILLS, & REQUIREMENTS

• Post-secondary education in appropriate area of study (social work, psychology, sociology, human service work, etc)
• 1 - 3 years advanced client intervention skills
• Class 5 drivers licence and clean abstract
• Ability to clear a Vulnerable Sector Criminal Record Check
• Valid Basic First Aid & CPR (or ability to obtain prior to employment)
• Strong critical thinking and problem solving skills
• Demonstrated collaboration and relationship building skills
• Ability to maintain a high degree of professionalism, boundaries, and confidentiality
• Intermediate computer skills with ability and willingness to learn new platforms