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Quality Service Lead

  • On-site
    • Kelowna, British Columbia, Canada
  • CA$28.22 per hour
  • CLS

Job description

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

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