Purpose of the Position
The Service Coordinator supports the residents (upstairs) and tenants (downstairs) in the twenty-four single room occupancy units in the Yellowknife Women’s Centre. This includes assistance with income assistance applications and paperwork, budgeting, and facilitating tenant meetings. The Service Coordinator works with tenants and residents to set goals, increase their skills, and navigate service systems, with an emphasis on helping individuals obtain sustainable housing, and work towards employment or other meaningful activity.
The incumbent must
- Maintain strict confidentiality in performing the responsibilities of this position.
- Be self-motivated and have the ability to work with minimal supervision.
- Demonstrate the ability to accept responsibility, be open-minded and honest.
- Demonstrate culture sensitivity.
- Be supportive, compassionate and understanding.
- Have excellent communication skills.
- Be able to work in a high stress work environment.
The incumbent will work in high stressed environment and will have regular interactions with individuals who may be under the influence of substances and/or experiencing various struggles in their life. The incumbent will work with minimal supervision and often provide crisis management support.
Standards of Performance
- Self Confidence. Displays confidence and works without needing supervision.
- Can alter ways of working to a specific situation to get the job done.
- Valuing Diversity. Monitors own beliefs and behaviors with regard to prejudices and personal bias, and practices new behaviors as appropriate.
- Can recognize and act upon opportunities or address present problems.
- Organizational Commitment. Respects and accepts what authorities see as important. Show loyalty and helpfulness toward colleagues.
- Information Seeking. Asks a series of probing questions to get at the root of a situation or a problem, below the surface issues presented. Does not stop with the first answer.
- Conceptual Thinking. Sees patterns, trends, or missing pieces. Notices when a current situation shows some similarities to a past situation, and identifies the similarities.
- Strategic Thinking. Prioritizes work in alignment with organizational goals, acts in accordance with externally set strategies and policies.
- Listening, Understanding & Responding. Can demonstrate objective and active listening. This includes an ability to behave in a helpful and responsive manner and an ability to seek out the facts and pertinent information before drawing conclusions.
- Impact & Influence. Can use direct positive persuasion in a discussion or presentation (i.e. appeals to reason, data; uses concrete examples, demonstrates, etc).
- Client Service Orientation. Follows up on client inquiries and requests. Keeps clients up-to-date about progress of projects. Monitors client satisfaction.
- Writing Skills. Produces written documents that are clear, easy to understand and which generally follow the rules of correct grammar, punctuation and spelling.
- Teamwork & Cooperation. Participates willingly and supports team decisions (i.e. is a good team player). This includes doing one’s own share of the work and sharing all relevant and useful information.
- Case management and system navigation support
The Service Coordinator will support tenants and residents to reach goals that they have related to housing, education, employment, and/or accessing health or mental health resources. Case management will look different for each tenant, however the aim of this element of the Coordinator’s responsibility is to improve the wellbeing of the tenants and residents, and to assist them in accomplishing goals that they set for themselves.
The Service Coordinator is responsible for:
- Completing intake documentation, confidentiality agreements and other required forms
- Identify individual’s goals and work with them to create a plan to reach them
- Assist the individual to identify services they need and navigate systems in order to obtain them, including assistance with filling out forms and attending appointments
- Recording goals, service interactions and outcomes and maintaining a case file for each individual
- Income Assistance and Budgeting Supports
The Service Coordinator is responsible for assisting prospective and new tenants with all aspects of setting up a successful tenancy.
Inform prospective tenants of expectations of tenancy
The Service Coordinator will meet with prospective tenants to explain:
- The process of becoming a tenant
- The financial responsibilities involved in tenancy
- The personal responsibilities involved in tenancy
- The processes used in determining rules for the unit and the expectations of participation in tenant meetings
Assist prospective tenants in making financial arrangements
In partnership with the Rental Coordinator, the Service Coordinator will:
- Assist tenants with income support applications, and any other paperwork required to improve financial independence and enable them to pay their rent
- Arrange rent collection with tenant based on facilitating payment and affordability (e.g. direct payment from income support; two installments per month for tenants who receive bi-weekly pay cheques).
Orient new tenants to the rental unit
The Service Coordinator will:
- Orient tenant to the rental unit, including where shared items (e.g. toilet paper, plates and utensils) are kept
- Inform tenants of current rules and expectations
- Set a house meeting to welcome new tenant
Ensure rent is paid on time and follow up with individuals for non-payment
The Service Coordinator will work with the Rental Coordinator to ensure that anyone not on direct deposit of rent is up to date on payments. This includes assisting individuals who are working to calculate the amount owed in rent (30% of income).
- Facilitation of Tenant and Resident Decision Making
Schedule and facilitate tenant and resident meetings
The Service Coordinator will:
- Assist in scheduling tenant/resident meetings at times that work for all tenants/residents
- Attend all tenant/resident meetings and take minutes
- Record decisions and post reminders of rules or directives as instructed
Support tenants in problem solving
The Service Coordinator will:
- Accept complaints from tenants regarding other tenants, and attempt to address complaints in a collaborative way
- Discuss ongoing issues with tenants
- Determine necessary steps to address issues and help to set timelines within which concerns must be addressed
- Support tenants who cannot abide by rules and address complaints effectively to transition back to the upstairs units
Address maintenance issues within the Unit
The Service Coordinator will:
- Bring maintenance issues to the attention of the Director of the Yellowknife Women’s Centre or Manager of the Yellowknife Women’s Centre to be addressed in a timely manner
- Assess damages caused by tenants and discuss as a group what the solution to the damages should be (e.g. tenant fixing the damages, payment for damages, etc.)
- Engage in discussions around regular maintenance and damage prevention/fire prevention with tenants and ensure that regular maintenance tasks (e.g. regular cleaning) are undertaken to ensure the rental unit continues to be clean and well-maintained.
- Creation and Facilitation of Group Personal Development Activities
The service coordinator is responsible for organizing personal development activities for women and can provide these activities either within the Women’s Centre, or outside the Centre to women experiencing poverty and at risk of homelessness. Past programming has included the Work Ready program, offered in partnership with CDETNO.
- Other Related Duties
Performs other tasks as assigned by the Director of the Yellowknife Women’s Centre or Executive Director.
Knowledge, Skills and Abilities
- Degree, plus three years’ experience within a non-profit. A combination of education and experience may be considered.
- Experience providing case management support and other supports to women and homeless people from diverse backgrounds that struggle with a myriad of challenges.
- Broad knowledge of social and economic issues facing Northern women and in particular, First Nations, Inuit, and Inuvialuit women.
- Excellent interpersonal skills including ability to work cooperatively and professionally as part of a team and with other agencies and community partners.
- Ability to research areas of interest and produce documents based on this information.
- Good computer skills.
- Updated immunization and criminal records check.
- Current CPR and First Aid certification.
- Non-Violent Crisis Intervention Certification
The Yellowknife Women’s Society is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation or gender identity.