Service Delivery Coordinator

POSITION SUMMARY: WOCRC is recruiting a full-time temporary Service Coordinator with an estimated start date of August 10, 2026 to August 6, 2027 with the possibility of extension.    The Service Coordinator, Community Support, is part of a multi-disciplinary team that addresses issues related to supporting independent community living for older adults and adults with disabilities.  This position is responsible for working assessment, delivery and coordination of a range of community and social services for the identified population.   PRINCIPAL RESPONSIBILITIES AND DUTIES: * Providing initial contact to all new clients to Community Support Services, establishing rapport, assisting in identifying needs and providing information about services; * Receive, intake and complete assessment, planning and interventions for programs and referrals to programs through contact directly with clients and caregivers through telephone contacts, home visits, off site service provision and walk ins; * Responsible for all aspects of assessing client eligibility and need for service delivery including but not limited to: Meals Delivery, Transportation, Foot Care,  Diners Clubs, Going Home Program, Integrated Care and Enhanced Support Services * Providing ongoing point of contact to all clients accessing Meals Delivery, Transportation, Foot Care, Diners Clubs, Going Home Program, Integrated Care and Enhanced Support Services * Support and consult with team members to ensure that services and supports are delivered and maintained meeting the individual needs of the older adult / adult with disabilities as identified in their Care Plan/ Care Plan * Consult and work with clients Power of Attorney and/ or Substitute Decision Maker when necessary * Proving information and referral information to clients, families, care givers, community members, and other health care and social service professionals * Provide referral for counseling and support to clients as required, as well as follow up * Develop, maintain, implement and evaluate appropriate safety and security measures for clients, volunteers and paid drivers * Complete Supervision and evaluations for volunteers as required * Receive requests for service from clients and work with Program Assistant(s) to meet service requests * Identify risk factors and provide appropriate support for social isolation, mental health, and social determinants which impact the general well-being and health of community members * Complete Subsidy applications and assessments for clients with low income to assist with costs of services, including SnoGo Assist * Determine Eligibility and assist with applications to provide support to individuals inclusive of:  but not limited to Ontario Disability Support Program, Trillium programs, Old Age Security and Canada Pension Plan, Veteran’s Affairs, Low Income Energy Assistance Program, and Long Term Care * Coordinate and complete services for clients referred by the Going Home Program. * Refer clients where appropriate and necessary to external support services including but not limited to Primary Care Outreach, Essential Health and Social Supports, City of Ottawa, Personal Care Independent Living. Geriatric Assessment Outreach Team, Geriatric Psychiatry Community Services of Ottawa, Adult Day Programs, and Care Coordination * Follow up with clients by telephone and / or home visit when there is a change in client’s health or needs * Complete Community Home safety checks of known vulnerable individuals * Facilitate education and support groups as required * Arrange payment from subsidy funds if client unable to pay for services * Link with appropriate service providers and/or community resources * Communicate and liaise with community partners to ensure effective provision of service delivery * Maintain a client case load for consistent support and follow-up * Monthly follow up with new clients and waitlisted clients   Advocacy: * Support and promote advocacy skills of community members and assume an advocate role as required * Support and advocate on behalf of clients and their families in obtaining services through other social and/or health providers * Actively participate in committees regarding services available, gaps in services and issues affecting clients and their families   Community Education: * Promote awareness of issues affecting older and persons with  disabilities amongst colleagues and community members * Develop community strategies to increase awareness of issues affecting members of our communities served * Participate as a staff member in internal and external meetings, public relations events, fundraising events and media contacts as requested * Responding to community requests for information * Presentation to community groups as requested * Engage in outreach activities to heighten public awareness of the Centre and its services, focusing on rural transportation * Promote CSS Services through development of internal and external promotional material * Collaborate with Corporate Service for internal and external publication of promotional material   Coordination of Policy and Service: * Participate as a Community Support team member at internal and external meetings * Take a leadership role and/or participate in advocacy and coordination committees of social and health services on a local level, particularly related to issues affecting seniors and persons with physical disabilities * Design, maintain and implement appropriate procedures for effective service delivery * Adopting and promoting a participatory style of planning and problem solving * Provide coverage for team members as required * Advocacy for coordinated planning of services * Establishing and maintaining links with community groups and agencies to facilitate referrals and positive working relationships   Training and Development: * Participate and contribute to the recognition of volunteers associated with Community Support services * Provide staff development training to colleagues on areas of expertise * Provide training to community groups as necessary * Provide opportunities for students to practice skills and participate in the delivery of Community Support services   Administrative and Evaluation: * Prepare and maintain client and information files * Prepare and maintain all necessary documentation and statistics related to responsibilities and duties on a monthly, quarterly and annual basis * Participate and contribute to the Centre’s evaluation * Be accountable for payments, billings,  petty cash and/or other financial record-keeping related to the provision of services and client fees associated with the services Perform other related duties as assigned   QUALIFICATIONS: Education and Experience: * B.A., B.S.W., or SSW with a major in Gerontology, Counseling or Community Support or equivalent in education and training * Minimum two years experience in social and health services working with seniors and/or persons with physical disabilities * Clearly demonstrated client assessment skills using validated tools (InterRAI suite preferred) * Experience working with and managing volunteers considered an asset * Knowledge of local communities served * Knowledge of and commitment to community based model of social work intervention, Health Equity and Social Inclusion lens * Public speaking and public education skills * Knowledge of and familiarity with the continuum of care services including community social and health services and long term care * Strong organizational and communication skills * Ability to travel throughout Ottawa, especially rural areas * Experience in program development, delivery and evaluation * Valid driver’s license, access to a vehicle, adequate insurance coverage   Language Competencies: * Ability to communicate fluently in English, spoken and written * Ability to communicate fluently in French, spoken and written is an asset * Ability to communicate in other languages reflective of populations served is an asset   Computer Competencies: * Microsoft Office Suite of Products – Intermediate * CIMS - Intermediate

The Role… This is an exciting time to be joining our Soho Support customer service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries. Soho Support Coordinator Member Services serves as the first point of contact to members looking to visit our Houses in UK cities. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions. Key responsibilities… * Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email. * Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs. * Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience. * Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in UK cities. * Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience. * Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery. * Identify opportunities to improve processes and member experience through initiative and feedback.  What We’re Looking For… * A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences. * Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative  * A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills. * Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment. * Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem-solving. * Results-driven, with a clear understanding of working towards and achieving individual and team KPIs. * Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business. * Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information. Your experience… Required * Experience working within a luxury hospitality, premium service, or high-end customer-focused environment. * Proven ability to meet or exceed personal and departmental KPIs and SLAs. * Experience using Salesforce or a similar CRM system. * Strong experience working in a fast-paced, target-driven team environment. * Excellent verbal and written communication skills in fluent English. * Solid understanding of GDPR and the importance of data protection. Preferred * Experience with OpenTable or similar reservation systems. * Experience working within a membership-based or loyalty-driven environment. * Previous experience supporting international customers or working across multiple regions. * Experience working in a remote or hybrid environment. Additional information… * This is an entry-level position with a hybrid working pattern. Employees must be able to attend shifts at our Support Office 1-2 days a week. * While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours. * A strong and reliable internet connection is essential to perform effectively in this role. * This role requires working 40 hours per week across a 7-day operation, with varied shifts scheduled as 8:00 am–5:00 pm, 9:30am-6:30pm, or 11:00 am–8:00 pm. * All necessary equipment, including a laptop and headset, will be provided by Soho House. Benefits… Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career. * Soho Friends Membership - House Membership After 1 Years Service. * 50% off Food & Drink, 7 days a week * Weekly Pay * Life Assurance * Birthday Day Off * Up to 50% Staff Discount on Cowshed & Soho Home * In Office Dog Policy * Season Ticket Loan * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate. * Continuous training to develop yourself personally and professionally * Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more * Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.