Client Engagement Coordinator

Reporting to the Manager of Support Services, the Client Engagement Coordinator leads the development and coordination of client engagement strategies, initiatives and activities within the organization. The Client Engagement Coordinator is responsible for the development and oversight of programs, policies, and initiatives related to client engagement and feedback.

The Client Engagement Coordinator works closely with the Cool Aid client population to develop ongoing opportunities for client involvement and participation across the organization. As part of this task, the Client Engagement Coordinator is responsible for the supervision of volunteers supporting client engagement initiatives. The Client Engagement Coordinator is also responsible for tracking and collating major themes and trends in client feedback and bringing forward appropriate feedback and recommendations to relevant Cool Aid front-line staff, management, and senior leadership.

Responsibilities

• Collaborate, plan, develop, and implement a variety of regular and consistent client engagement activities to explore the diverse needs and interests of Cool Aid’s client group and ensure that participants from diverse backgrounds and abilities are represented.
• Coordinate and facilitate effective tenant and client meetings, gather and document feedback, and support follow-up actions with staff and leadership.
• Coordinate and lead Lived Experience Advisory Committee and Client Engagement Steering Committee meetings.
• Coordinate and lead an Indigenous Client Engagement Group, in partnership with the Indigenous Cultural Liaison team.
• Utilize learnings from engagement activities to develop an active and ongoing understanding of Cool Aid operations and communicate gaps and opportunities for improvement as identified by clients.
• Coordinate collaboration between appropriate stakeholders to identify solutions and strategies to address client feedback.
• Develop and coordinate programs, policies, and initiatives across sites to fill identified gaps and meet the needs of clients.
• Provide supervision, support, mentorship, and guidance to volunteers, practicum and work study students.
• Coordinate ongoing opportunities for client learning, leadership development, and participation across the organization.
• Support tenants and clients to prepare for and engage in public presentations, speaking opportunities and other education and awareness building activities.
• Build and maintain relationships with partner agencies and community organizations.
• Support clients in accessing tools and resources to advocate for desired changes within Cool Aid and the broader community.
• Evaluate client engagement initiatives and report on projects, activities, and developments, with a strong emphasis on reporting back to clients and participants.

Qualifications

• Degree or diploma in Social Work, Community Development, Humanities, or a related field; or an equivalent combination of education and relevant experience

Experience

• Minimum three years of related experience in community development, client/peer engagement and/or shaping organizational culture.
• Experience working with individuals who are vulnerably housed, experience mental health and substance use challenges, or other complex barriers.
• Experience facilitating tenant meetings, focus groups, client input/feedback activities, or participatory engagement activities is considered an asset.

Requirements

• Valid Class 5 Driver’s License, and access to a reliable vehicle with business-use insurance.
• Successful completion of a Criminal Record Check through the Ministry of Public Safety and Solicitor General.

Job Information

• Wage: $37.17 per hour
• Work Location: 465 Swift Street -REES Program
• Work Schedule: Tuesday, Wednesday, and Thursday, with some flexibility based on program needs.
• Weekly Hours: 20
• Union: Exempt
• Benefits: We offer a comprehensive package that includes paid vacation,100% employer-paid extended health and dental benefits, access to telemedicine and Employee Assistance Program.
• Job Type: Part-time, temporary for a one-year period. An extension may be possible, dependent on funding.