Client Care Coordinator (RN/RPN)

1. Provides leadership to the interprofessional team by coordinating client care activities, providing information and consultation to designated care providers and students through methods such as reviewing client and family needs or progress and troubleshooting and providing guidance/knowledge in the management of a client. Supports the staff involved in the caring for clients and their families and provides leadership on best practices related to the care of high risk clients.
2. Supervises and provides work direction to staff by methods such as scheduling, coordinating and adjusting work activities in accordance to the needs of the unit, establishing priorities and providing feedback on staff performance. Determines related training and orientation requirements and educational needs and provides input on setting and achieving team goals and objectives for the unit. Contributes as a team member to the selection of new staff and performance evaluation of staff through methods such as attending interviews, assessing clinical skills and providing input.
3. Evaluates the provision of care to clients and their families in accordance with the organization vision and values by observing staff/students, reviewing/auditing relevant documentation, interviewing patients and families to investigate clinical components of incident reports and providing intervention as required.
4. Participates in the development and maintenance of the safety programs,, ensuring that the safety and security of clients and staff is maintained by identifying and making corrective recommendations for any safety concerns.
5. Coordinates and participates in quality improvement and risk management activities through methods such as evaluating effect of changes in clinical practice, generating recommendations for alternative approaches to clinical practice, conducting safety audits and taking corrective action, tracking and evaluating critical incidents and recommending changes to selected practices, procedures or protocols. Initiates investigations on issues around care delivery, allegations of misconduct and client complaints and ensures timely defusing of involved staff and that critical incident debriefings are completed.
6. Participates in staff development activities in collaboration with the Manager through methods such as conducting needs assessments of the team and/or an individual staff member, coordinating the introduction of new skills/procedures, supporting autonomous clinical practice and arranging in-service sessions/orientations as required. Participates in the orientation of new staff by providing support and monitoring and evaluating the progress of the new staff members through consultation with staff and communicating staff performance information to the Manager.
7. Oversees quality assurance issues and assists in reviewing client records for legibility, completeness and accuracy; makes recommendations of the effectiveness of the program.
8. Consults and collaborates with interprofessional team members and other health care professionals/providers in the identification and resolution of a variety of client/family issues by methods such as encouraging staff to communicate in a confidential/professional manner and ensuring relevant information is documented accordingly. Identifies available resources to assist in the management and/or coordination of these issues and makes recommendations for alternative approaches and/or solutions.
9. Participates on committees and operational task groups as directed to facilitate the resolution of issues and/or to advocate for the goals and objectives of the program. Liaises with a variety of other programs, agencies and hospitals to share information and coordinate client care services.
10. Promotes research based practice through methods such as collaborating with others and promoting staff awareness and involvement in research activities, identifying practices/issues that require research and facilitating the development of ongoing research.
11. Assists the Manager with planning, developing and evaluating client care by providing input regarding clinical practice and systems and new and/or revised policies, procedures, standards and criteria for the program in collaboration with the interprofessional team, physicians, client and family. Recommends and implements clinical and administrative practices and health care standards for client care.
12. Provides clinical leadership and consultation to clinical staff and students to assess, plan, implement and evaluate clinical care through methods such as ensuring compliance with standards of practice, reviewing client needs and progress, promoting staff collaboration with health care professionals. Attends meetings, review available health care professionals/community agencies with staff and discusses referral options to provide quality care based on specialized theory and practice.
13. Assists the Manager with administrative activities and optimal use of client care resources through methods such as identifying systems for improving utilization of resources, providing input into budget/staff allocation, assisting team members in workload decision-making and recommending changes to existing administrative processes.
14. Provides consultation and/or screening of clients in special circumstances and appropriate program information to clients, their families and the public. Identifies and responds to client care issues, program deficiencies and emergencies as they arise and recommends appropriate action(s). Evaluates client for admission/discharge as appropriate and evaluates and identifies required client care products and/or equipment.
15. Sets measurable personal performance goals and objectives within a team or individual environment, incorporating the vision and values, goals and corporate plan through methods such as maintaining and updating own knowledge of clinical and professional development as it relates to Mental Health and Substance Use and developing plans in collaboration with Managers for professional development.
16. Assists staff with client care activities as required.
17. For licensed facilities, may be required to oversee and coordinate building maintenance requests. Develops and implements health and safety plan in accordance with Licensing requirements.
18. For licensed facilities may be required to ensure compliance with Community Care Facility and Assisted Living Act and other relevant acts, responds to Licensing inquiries/investigations/inspections.
19. Performs other related duties as assigned.

Education, Training and Experience

Current practicing registration as a Registered Nurse and/or Registered Psychiatric Nurse with the British Columbia College of Nurses and Midwives (BCCNM). Three (3) years of recent related clinical experience in the designated clinical area including one (1) year experience in a supervisory role, or an equivalent combination of education, training and experience. Completion of substance use certificate program as required.

For licensed facilities: successful completion of St. John's Ambulance Safety Orientated First Aid Certificate and current Cardiopulmonary Resuscitation Certificate (CPR) level C or equivalent.

For Mobile Integrated Crisis Response (MICR) only: successful completion of Enhanced Security Police Clearance required.

Skills and Abilities

• Clinical proficiency/expertise in the designated clinical area.
• Knowledge of community resources and health related support services.
• Ability to supervise and provide leadership and work direction.
• Ability to coordinate client assignments, in collaboration with staff.
• Ability to monitor staff workload and patient factors and adjust client assignments accordingly.
• Ability to establish priorities for client care, patient flow/discharge planning and overall daily operations of the designated unit(s).
• Ability to monitor the quality of client care and ensure maintenance of standards for nursing practice and nursing support staff.
• Ability to monitor, assess and address performance issues based on professional standards of practice and to provide input to the Manager on formal performance reviews.
• Ability to role model, coach and mentor best practices in patient care.
• Ability to identify individual or group learning priorities to meet identified program, organizational and learner needs, in collaboration with other clinical staff.
• Ability to support implementation of education based on changing practices e.g. legislation and technology.
• Ability to provide input into budgets and minor and capital equipment.
• Ability to communicate effectively both verbally and in writing.
• Ability to work independently and in an organized and self-directed manner.
• Ability to problem-solve and effectively deal with conflict situations.
• Ability to operate related equipment including applicable software.
• Physical ability to perform the duties of the position.

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region.

People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 48,000+ staff, medical staff and volunteers.

We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.

Together, we are the heart of health care.

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