POSITION TITLE: - Meals on Wheels London
|Position Title: |Hours of Work: |
|Client Services Associate |37.5 hours/week |
|Program/Department: Meal & Transportation Programs |Job Status: Full-time contract |
|Reports To: Client Services Manager |Effective Date: August, 2017 |
|Location: City of London |Date Revised: August, 2017 |
|Summary of Function |
|Client Services Associates provide administrative and phone support for the transportation and frozen meal programs as well as work on |
|special projects. This role adheres to the Meals on Wheels London’s mission, policies, procedures, quality & risk management programs. |
|Collaborates with MOW team to meet the needs of individuals striving to attain an optimal level of independence and well-being. |
|Duties: |
|CLIENT SERVICE |
|Acts as the first point of contact for telephone and in-person inquiries from clients, volunteers, drivers, vendors and general public. |
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|Receives intakes, schedules rides for clients, places meal orders |
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|Enters data for new clients (Route codes, route directions, generating meals) as directed by Client Services Manager. |
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|Provides optimal customer service and professionalism when assisting clients. Receives ride requests from active client base and accurately |
|records client information and bookings in CIMS database. |
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|Receives and communicates to scheduling CSA the acceptance of transportation drives by volunteers. |
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|Follows protocols for entering data into CIMS for clients and volunteers |
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|Follow not home protocol and ensure appropriate documentation, escalation and follow-up are completed. |
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|Maintains CIMS database, reviewing and closing files as needed, working towards accuracy and best practice standards. |
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|Informs Administrative Assistant when new client packages need to be sent out. |
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|Other client services tasks as assigned by the Client Services Manager. |
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|Communicates with standard and frozen meal clients, documenting all changes to meal plans. |
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|Escalates issues to the Client Services Manager. |
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|ADMINISTRATIVE |
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|Performs other related duties as assigned .e.g. vacation coverage |
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|Provides relief to other Customer Service Representatives sand Administrative Assistant as needed |
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|Participate in the development and on-going revision of the CSA manual and ensure practices and workflows are up to date in each program |
|area. |
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|Enter client files into CIMS, enter volunteer information into CIMS as requested by Volunteer Manager. |
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|Provide cross training to other CSA’s as directed by the Client services Manager in your area of expertise. |
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|AREAS of EXPERTISE: each client services associate will have an area of expertise, but will be trained in all other areas to provide |
|coverage for one another. |
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|MEALS ADMINISTRATION: |
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|Responsible for preparing and submitting the daily order for standard meals within specified timelines. |
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|Ensures follow up is completed and recorded daily with all meal clients not home at time of delivery. |
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|Enters clients’ frozen meal orders in preparation for time sensitive frozen order submission. Prints and reviews route sheets for accuracy. |
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|Creates all Department code schedules each month from master list in CIMS database. |
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|Prints and reviews standard meal route sheets ensuring clear and accurate information and directions. |
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|Maintains accurate volunteer records including but not limited to total number of trips completed, restrictions, vehicle descriptions, |
|incidents and availability. |
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|Enters all routes driven by meal delivery volunteer are entered and, ensures the data balances each month. This ensures information for gas |
|reimbursements is accurate for accountant and Fund Development. |
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|Responsible for ensuring returned frozen meals are recorded and redelivered as required. Information tracked in client files. |
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|TRANSPORTATION ADMINISTRATION: |
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|Assists with organization of the Lunch Bunch program. Attends one Lunch Bunch outing each month. |
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|Call out for volunteer drivers and track on excel spread sheet any that messages have been left for or follow up is required. |
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|Prepare list of clients to be contacted by office volunteer to confirm rides two days in advance. |
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|SPECIAL PROJECTS ADMINISTRATION: hours vary |
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|Administrative and program projects as assigned by Client Services Manager |
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|Database management |
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|Data input |
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|Assists with organization of the Lunch Bunch program. Attends one Lunch Bunch outing each month. |
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|GENERAL |
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|Engage fully in open and regular communication with the Executive Director |
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|Deal constructively and helpfully with all other members of the organization |
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|Adhere to all policies and procedures of the organization |
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|Be a constructive representative of the organization to those outside MOWL. |
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|Responsible for scheduling volunteer drives appropriately matching client needs and geographical location. |
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|Meals on Wheels London employees have a direct responsibility for health and safety as an essential part of their job. Each person takes |
|initiative on health & safety issues and works to solve problems and make improvements on an ongoing basis. Employees do this both as an |
|individual and in cooperation with others. |
| |
|Other duties as assigned. |
|Job Specifications/Qualifications |
|Knowledge/Education: |Min. High School Diploma or equivalent |
| |Three years experience in the not for profit sector, healthcare or customer service sector. |
|Skills: |Strong interpersonal, organization, planning and analytical problem solving skills |
| |Ability to work independently and as a supportive team member |
| |Strong customer service skills |
| |Phone etiquette |
|Responsibilities: |Responsible for the coordination of standard and frozen meal programs |
|Effort (mental/physical): |Ability to maintain cleanliness of Freezers |
| |Ability to maintain heavy lifting where applicable |
| |Ability to cope under demanding timelines and maintain accuracy |
|Working Conditions |Fast-paced environment with multiple calls/requests at one time |
|Talent: |Work well with other people in a team environment |
| |Above average Customer Service Skills |
|Licences/Miscellaneous qualifications |Must have pertinent licenses and certificates as required. |
I acknowledge that I have reviewed and understand the responsibility of the position as outlined above and that it is accurate to the best of my knowledge.
Name (please print): _____________________________________
Incumbent Signature: ___________________________________ Date: ________________
Supervisor’s Approval: __________________________________Date: ________________
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