Client Services Coordinator- ARC Cancer Support Centre

We are supporting ARC Cancer Support Centres with the recruitment of a Client Services Coordinator.

Client Services Coordinator

Term

Permanent and Fulltime (35 hours)

Salary Range

Starting at €35,972

Location

1 x 65 Eccles Street, Dublin 7

1 x 559 South Circular Road, Dublin 8

Reporting Relationship

The Client Services Coordinator reports directly to the Centre Manager and are part of the wider Services Team.

Purpose of the Post

Client Services Coordinator role ensures every client is welcomed and has a caring, supportive, and empathetic experience with ARC as outlined in ARC’s mission.

As part of ARC centre team, this role works directly with ARC clients, maintaining a confidential service and supporting clients in accessing the right support at the right time, promoting and delivering on ARC’s vision, mission and values.

Roles and Responsibilities

Front of House Support

• Oversee and support volunteers of ARC Centre Drop-In in the centre, providing cover when necessary.
• With other Client Service Coordinators, participants in ARC Information and Support phone and e-mail system.
• Respond to clients’ requests and inquiries in a timely, confidential and empathetic manner.
• Working with ARC clients to complete ARC’s Intake process.
• Support clients through provision of information and by providing a listening ear.
• Match client expressed support needs to the most appropriate ARC support.
• As required, assess, document and support client accessibility need, ensuring any support reflects clients' preferences and ensure their receipt of ARC service to highest standard.

Supporting Centre Managers to coordinate services.

• Work with Centre Manager to optimise and maintain both current and new services, courses and programmes based on client needs and requests.
• Ensuring centre and its rooms are maintained to a high standard and ready to be used
• Support with remote group class facilitation.
• Work to ARC policies, procedures, protocols, and guidelines and keep up to date on same when alerted to changes.
• Escalate any identified risks to your line manager or any available manager if Centre Manager not available.

Administration

• Complete internal process for clients to register for ARC support.
• Maintain good file hygiene on client files in line with ARC’s Data Policy.
• Support booking system for rooms, appointments, and group sessions.
• Carry out ad hoc duties as requested by the line manager and/or other managers as requested.

External and internal communications

• Liaise and work with other ARC teams and team members across the organisation.
• Liaise with Volunteers, Therapists and Clients.
• Engage with and maintain good working relationships with ARC’s external partners e.g. Oncology teams, other Cancer Support organisations, G.Ps etc.

New Projects

• Support ARC Transformation project.
• Participate in Service Development projects that enhance service offerings.

Experience and/or Qualifications

Essential

• Five years or more experience in a similar area

OR

• 3rd level qualification in a relevant discipline and
• A minimum of 2 years' experience (paid, voluntary or placement)

Desirable

• Background and/or experience in a charitable organisation

Essential skills, competencies and/or knowledge

Skills

• Case management skills – can manage and track a caseload of clients through ARC supports in a CRM system.
• Strong communication skills – can engage with people in a caring and professional manner and can provide to a high standard both written and oral reports.
• Excellent technical skills e.g. MSO365 and Salesforce.

Competencies

• Person centred/Client focused – ensuring ARC are offering the client the right support at the right time.
• Adaptable and Responsive – pays attention to detail and searches for solutions.
• Proven initiative and demonstrated ability to develop, drive and deliver ideas to plan.

Knowledge

• Awareness of impact of cancer on individuals, families, and communities.
• Knowledge of cancer care – services, national policies.

Core Aptitudes

• Non-judgement, warm and caring.
• Motivated and energetic self-starter who takes initiative.
• Willingness to learn and take on new responsibilities.