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General Description: Client Experience Lead will support WoodGreen’s quality improvement and client engagement goals by coordinating the work of Client Experience Surveys tasked with engaging with a diverse range of individuals and caregivers who access services in WoodGreen’s Community Care Unit ((crisis services for seniors, mental health supports, case management, supports for parents of children with disabilities, caregivers, etc.) to collect their feedback using the Ontario Perception of Care (OPOC-MHA) tool. Hybrid position: Working from WoodGreen’s office and in the community.
Responsibilities:
- Organize and lead volunteers who are surveying current and former clients about their experience with WoodGreen programs.
- Support WoodGreen staff in delivering trainings to Client Experience Surveyor volunteers on their role and on how to collect client feedback using the OPOC-MHA survey.
- Support with scheduling and tracking of which Client Experience Surveyor volunteers will be contacting which clients and when.
- Support Client Experience Surveyor volunteers by checking in on how their calls/surveys are going and problem-solving any challenging encounters.
- Audit surveys and databases to ensure Client Experience Surveyor volunteers are capturing and entering data to a high standard.
- Assign tasks to client experience surveyors and follow up on progress.
- Liaise with WoodGreen staff to provide regular updates, flag urgent concerns, and share input on Client Experience Surveyor volunteers.
Requirements:
- Leadership skills/people-management skills
- Compassion for individuals living with mental health and/or substance use issues, neurodivergent individuals, individuals affected by poverty, under housing, and related concerns.
- Strong interpersonal and communication skills (verbal and written)
- Experience working with and supporting diverse and marginalized communities.
- Strong organizational and problem-solving skills.
- Strong computer literacy and proficiency; familiarity with Microsoft Office suite; and experience inputting information into electronic databases.
- Experience/interest in supporting scheduling.
- Personal knowledge or lived/living experience of issues that affect communities and populations served by WoodGreen is a strong asset.
- Demonstrated commitment to principles of social justice, anti-oppression, anti-racism, equity and inclusion.
- Proficiency in second language (especially, Urdu, Hindi, Bengali, Punjabi, Arabic, Farsi, Cantonese, Chinese, Tagalong, Spanish, French) is a strong asset.
Support available:
- Dedicated support from staff supervisor who you can go to with questions/concerns.
- Training on how to collect client feedback in a supportive, engaging, and non-judgmental manner.
- Reimbursement for TTC travel if visiting people in the community.
- Access to computers/phones to support survey collection.
Training available:
- Overview of mental health and/or substance use and related concerns.
- How to effectively engage clients in a respectful way.
- How to work with clients who are neurodivergent and/or have cognitive impairments and may need additional support with completing such tasks.
- Health & Safety considerations for home visits if going into clients’ homes.
- Client confidentiality and privacy guidelines.
- Specific training on how to use OPOC-MHA and the online database.
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Time commitment: Minimum 3-4 months; 1 shift: 2-4hours/week
Start date: September 2023 and ongoing.
Important Note: while you are filling out the application form, scroll down to the Screening Questions related to the Volunteer role you are applying to. You may skip screening questions related to different roles you are NOT applying to.
