Clinical Intake Coordinator, ReAct Adult Protection Program

Salary

The salary range for this position is CAD $34.68 / Hr. - CAD $49.85 / Hr.

Job Summary

Come work as a Clinical Intake Coordinator, ReAct Adult Protection Program with Vancouver Coastal Health (VCH)!

Reporting to the Manager, ReAct Adult Protection Program and working closely with the Director, Adult Protection (Clinical) Leads, and supporting the ReAct Adult Protection Program generally, the ReAct Intake Coordinator supports Vancouver Coastal Health (VCH) in its focus on meeting its statutory obligations under the Adult Guardianship Act to receive reports of suspected abuse, neglect and self-neglect of adults who are vulnerable and incapable of seeking / refusing assistance.

The Clinical Intake Coordinator receives all incoming complaints, concerns, inquiries, and reports from both internal and external partners to VCH and determines the type and urgency of complaint / inquiry received.

Reviews clinical health records, determines and performs initial resolve, and / or may re-direct more complex complaints / concerns to an Adult Protection Lead or Designated Responder Coordinator for follow up.

As a Clinical Intake Coordinator, ReAct Adult Protection Program with VCH, you will :

• Maintain the department’s system for tracking, analyzing, and reporting client feedback activities in the BC Patient Safety & Learning System (PSLS) ReAct, (aka ReAct Reporting System).
• Provide analytics support to the Regional Director, Managers and APLs in the tracking, management, and resolution of patient / client / resident issues.
• Work closely with all members of the ReAct team, VCH Executive Office, Quality & Patient Safety, Risk Management, and Communications and Public Affairs, referring to them all client feedback issues with the potential for liability or other risks to VCH.
• Act in accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), where patient and staff safety are a priority and a responsibility shared by everyone;

as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

This work is framed within VCH’s commitments to our pillars of Indigenous Cultural Safety, Anti-Racism, Equity, Diversity and Inclusion, and Planetary Health.

Qualifications

Education & Experience

• Bachelor’s degree in social work or a relevant human services discipline.
• Three to five (3 to 5) years of recent, related public and client relations experience preferably in a health care setting, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Demonstrated ability to deal effectively with the public and staff in a courteous, tactful and diplomatic manner.
• A high degree of discretion and maturity in handling confidential information in sensitive and potentially emotionally charged situations.
• Resilience and self-care skills necessary to withstand daily exposure of stories of suspected violence, abuse, and self-harm.
• Decision-making ability to appropriately triage all incoming complaints and inquiries from patients, families and staff.
• Demonstrated understanding of intake procedures, providing empathic listening, crisis response and mental health and clinical / medical terminology.
• Develops and maintains strong relationships with key internal and external partners to promote and enhance services provided with sensitivity to diversity and indigenous lens.
• Practices the recognition, inclusion and support of all types and aspects of diversity at all stages of engagement, with an understanding of the issues faced by people from equity-deserving groups.
• Good working knowledge of software applications including Word, Power Point and Excel
• Demonstrated ability to work under pressure and meet deadlines.
• Ability to function independently and as part of a team.

Closing Statement

As per the current Public Health Orders, as of October 5, 2023, all employees working for Vancouver Coastal Health must be fully vaccinated for COVID-19 or have received a single dose of the most-recent, updated COVID-19 vaccine.

Proof of vaccination status will be required.

Why Join Vancouver Coastal Health (VCH) :

VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents.

At VCH, we embrace thinking boldly, taking smart risks, and 'going first' when we believe it will lead to the best possible outcomes for patients and their families.

We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
• Access to exclusive discount offers and deals for VCH staff

Equity, diversity, and inclusion are essential to our goals of creating a great place to work and delivering exceptional care.

We acknowledge and accommodate unique differences and ensure special measures are in place so that all prospective and current employees are given an opportunity to succeed.