Systems Scheduling Specialist
Nucleus Independent Living - Oakville, ON

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SYSTEMS SCHEDULING SPECIALIST (FULL TIME POSITION)

Nucleus provides personal support and essential homemaking assistance to frail seniors and persons with physical disabilities living within designated areas in Mississauga, Oakville and two sites in Toronto. Scheduled and on-call services are available 24/7/365 to enable individuals to remain living independently in their own homes.

POSITION SUMMARY
The objective of this role is to accurately produce consumer and staff schedules – both the Master Schedule and the Daily Assignments matching the staff with consumers in an efficient and optimal manner. This position reports to the Program Manager and is responsible for the Master Schedule and the Daily Work Plan for Attendants.
Working in collaboration with Care Coordinators, Customer Service Representatives and the Program Manager, the Systems Scheduling Specialist will pre-plan and assign consumers for a ‘best match’ to their requested Service Plan and staff availability. The Scheduling Department works to support a service that is 24-hours per day, 365 days per year, and as such, this will require flexibility and extended hours of service including evenings, weekends and recognized holidays, if required..
POSITION RESPONSIBILITIES
· Responsible for the creation & maintenance of the consumer service schedule and staff work schedules
· Schedules client bookings according to care plans & staff availability
· Email staff schedules / have ready for pick-up by staff; email client schedules to those who request it.
· Ensure optimal staffing levels with no overtime utilizing the Gold Care software application, to prepare the Master Schedule and the Daily Work Sheets
· records hours worked and kilometers driven daily for payroll processing and notes changes in booking times (cancellations, delays etc). This position is responsible to track consumer and employee absences, vacations, and other time off, both planned and unforeseen, and schedule accordingly.
· Ensure the staff and consumer schedules are current, accurate and posted in the prescribed time defined by the Program Policies
· Contact clients and staff regarding day-to-day changes
· Daily input any additions and changes into the Gold Care system accurately and regularly maintain all data in Gold Care ensuring it is always up to date
· Identify and escalate any conflicts in scheduling such as overtime requirements, lack of staffing resources, shift exchange conflicts etc
· Daily reconcile all scheduling hours and kilometres for Payroll submission, accounting for adjustments/discrepancies, vacations, absences, over-time, training etc
· Produce required reports including scheduled consumer hours versus actual hours served, average employee hours worked versus scheduled etc
· Act as a back up and relief support to Customer Service Representatives occasionally performing cross-functional job responsibilities
· Produces weekly, monthly, quarterly and ad hoc reports for the Managers, Director and Executive Director
· Ensure synchronization of GoldCare upgrades are completed
· Liase with and maintain ongoing contact and relationships with GoldCare and other database system providers
· On a daily basis, monitor consumer schedules to ensure there are no gaps in staff coverage, and evaluate for effectiveness, and alternate efficiencies
· Identify and rectify and/or make recommendations of changes required to address any system deficiencies
· Track and expedite consumer and staff schedule requests in a timely manner
· Reengineer and optimize the consumer and staff scheduling modules including payroll interface
· Responsible for uploading payroll data into the QHR system
· Maintain the GoldCare database and preserve its integrity
· Assess and identify needs for system improvements
· Responsible for uploading / transferring all data from the Q-Care database to GoldCare
· Take the lead to fully implement and improve the functionality of the GoldCare Integrated Care and Management Software
· Analyze system capacity and make recommendations for improvement and enhancements
· Prepare the organization for conversion to the common electronic platform of GoldCare Scheduling
· Responsible for bi-weekly coverage of the 24-hour after hours phone

OTHER RESPONSIBILITIES
·
· Protects the privacy and confidentiality of all privileged information and activities according to the policies of Nucleus Independent Living.
· Demonstrates emotional intelligence and sensitivity when interacting with members of our large culturally diverse consumer and employee populations.
· Assist with the maintenance and/or implementation of accreditation standards related to this role and the organization in general. Ensure changes are accurately documented and up to date.
· Present a positive and professional image of the organization and office to all employees and visitors, inquiries, and other interactions
· Uses appropriate communication and actions to establish a courteous working relationship with all management, staff, consumers, families, community partners, and co-workers for the purpose of meeting the organizations needs and ensuring a respectful environment.
· Protects the health and safety of themselves and others by:
§ using safe work practices
§ assisting in maintaining the cleanliness of the workplace
§ reporting unsafe conditions immediately
§ attending all in-service trainings
§ following all guidelines for employees and employers as legislated under the Ontario Occupational Health and Safety Act
· Participates in continuing education initiatives provided by Nucleus Independent Living to ensure skills and abilities are maintained/enhanced.
· Participates in continuous quality improvement by:
§ Offering suggestions for improved services
§ Offering suggestions for improved use of resources
§ Using supplies/equipment and resources in a cost efficient manner
§ Protects the privacy and confidentiality of all privileged information and activities according to the policies of Nucleus Independent Living.
§ Performs other related duties as assigned

SKILLS AND QUALIFICATIONS
Post secondary education in a related field. Health Care, Social Services, or Office Administration an asset.
Minimum two (2) years of dedicated scheduling experience using a scheduling software program (not Excel). Gold Care Scheduling experience a very strong asset.
Strong mathematical ability; patterns and logical deductions, and statistic concepts an asset
Advanced computer skills with Microsoft Office products required; Excel and database management
Solid ability to plan, organize and effectively manage a large volume of requests and workload with a high degree of accuracy and extreme attention to detail
Ability to anticipate problems, trends and other outcomes and produce logical solutions or make changes to resolve the issues
Skillfully adept in problem identification, analysis and development of effective and long term solutions
Ability to troubleshoot, multi-task, manage and meet timelines, and work well under pressure
Passionate about delivering excellent customer service; professional image and presentation and strong communication abilities
Strong conflict management skill with the ability to finesse and diffuse situations with appropriate resolutions or compromise
Able to manage stress, adapt and move easily with change
· Demonstrates emotional intelligence and sensitivity when interacting with members of our large culturally diverse consumer and employee populations.

SPECIAL CONDITIONS
A Criminal Record Check will be conducted
Flexibility required to work day and evening shifts, weekends and holidays

WORK ENVIRONMENT
· Special Equipment – office phones, computers, printers, photocopier and other office equipment, Blackberry, cell phone
· Sitting, standing, walking, moderate lifting
· Work is conducted in an open office environment
· Smoking is not permitted in the staff lounge/office areas. Smoking areas are designated according to the policy of the building.
· No hazardous materials other than normal/usual household cleaning supplies are used.
· Office/staff lounge is utilized by staff between booking assignments.

Interested and qualified internal applicants can apply forwarding their cover letter and resume to Human Resources.


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