Job Purpose and Summary
The Coordinator – Operations, Outreach, and Client Services provides direct client service delivery; operational, administrative and IT leadership; as well as leading outreach and communication activities in the mid-island. The position requires a consistently positive demeanor and a genuine willingness to assist co-workers and clients whenever required. The Coordinator will: build capacity and brand awareness through outreach and strategic marketing; be hands-on in managing the daily operations of a small office while being a part of a larger regional team; work directly with clients, donors, volunteers, and the community in a variety of capacities.
Working closely with staff teams, the Coordinator plays a pivotal role in being the first point of contact to assist the community in accessing services by initial intake and assessment. Focusing on client-centered service delivery the Coordinator will ensure clients access the appropriate service to meet their personal and unique needs and will work to resolve situations or client complaints.
The incumbent will take a leadership role and be responsible to deliver operational and administrative activities that support the organizations’ infrastructure. Working with Executive Director and across all service areas, the incumbent will perform a variety of activities that ensure the smooth daily operations of our business. The Coordinator will perform administrative duties; assist with project management; assess and evaluate current activities with a goal to enhance operational and administrative effectiveness.
The Coordinator will: be responsible to deliver information and educational presentations in the community to a wide variety of audiences; be the point of contact and provide expertise in the loaning and sales of technical aids and devices; promote the agency and the various services through planned and strategic methods; work with donors and volunteers to support the agency’s Vision and Mission.
- Front office reception, booking appointments, client follow up and calendar management.
- Management of daily operational activities.
- Performing administrative functions including entry and reporting using spreadsheets, databases, and CRM systems.
- Assisting with project management by creating action plans, tracking progress, and resolving issues.
- With Finance Officer manage billing and invoicing, banking and reconciliation.
- Preparing and maintaining operational documents and reports.
- Meeting with clients (in person or on phone) for intake and screening.
- Assisting clients and ensure a consistently high standard of customer service.
- Analyzing client needs and directing to appropriate services areas.
- Researching, recommending, demonstrating, and sales of assistive, adaptive, and rehabilitative technical devices and aids.
- Training and enhancing the opportunities for volunteers within the organization.
- Managing internal and external stakeholder relations.
- Motivating others and ensuring a focus on the mission.
- Degree or diploma in Business/administration and operations; related social service field; completion of college/ vocational or technical training or equivalent combination of education, training, and experience.
- Five plus years experience in office management, administration, and operations role in a business and/or non-profit position with growing responsibilities.
- Strong technical skills in IT including computer software, databases, Excel, Office, and internet research.
- Exceptional multi-tasking, analytical and decision making, time management, and problem-solving skills.
- Practiced conceptual skills to analyze and diagnose a problem and find creative solutions.
- Exceptional interpersonal, communication, organizational, and administrative skills.
- Solid understanding and knowledge of IT solutions and skills with computer software and networking.
- Knowledge of group process and facilitation techniques and experience in presentations.
- Dexterity to move through various activities with ease and composure.
- Analytical ability to assess and work through details with varying outcomes.
- Foster and cultivate business opportunities and partnerships.
- Recognize and be responsive to the needs of all clients of the organization, including funding organizations, the Board of Directors, local community, participants, and employers.
- Computer use, reading text, numeracy, and finding information in a fast-paced environment are required.
- Possess superior listening skills and communicate effectively in both written and verbal formats; proficient written and spoken English required.
- Accustomed to working under pressure and meeting deadlines.
- Collaborative and supportive team player with a strong ability to work independently.
- Attention to detail and critical thinking are required attributes.
- Working knowledge of and/or adaptability to learn about a variety of technical aids and assistive technology.
- LGBTQ2+ and IBPOC individuals are encouraged to apply.
- Knowledge of Deaf Culture, hearing loss, and its implications are strongly desired.
- Candidates with American Sign Language Skills are strongly preferred.
- A criminal record check for working with vulnerable populations is a condition of employment.
- Must have a valid BC driver’s license and access to a motor vehicle.
This is a full-time position in our Nanaimo office; applications are currently being accepted and the competition will remain open until a successful candidate is found. Only those short-listed will be contacted.