Service Support Coordinator jobs

The Regional Support Coordinator provides leadership, oversight, and operational support across assigned locations to ensure the delivery of safe, high-quality, person-centered care. This role serves as a key connection between clients, frontline staff, families and caregivers, community partners, and organizational leadership.

Working closely with the Executive Director, the Regional Support Coordinator is responsible for supporting staff performance, coordinating client care, monitoring service quality, managing risk, and ensuring operational and documentation standards are maintained.

The successful candidate will be a compassionate and collaborative leader who is comfortable working independently, responding to changing client needs, and balancing day-to-day operational responsibilities with a strong focus on client well-being, independence, and quality of life.

Key Responsibilities/Leadership & Team Collaboration

• Foster a positive culture of teamwork, respect, open communication, and collaboration across assigned locations and departments.
• Lead by example and promote a high standard of client care, professionalism, and service excellence.
• Provide coaching, mentorship, guidance, and ongoing support to staff to promote performance and professional development.
• Facilitate team meetings, huddles, and staff education sessions as directed.
• Ensure staff understand, demonstrate, and uphold organizational values, policies, procedures, and service expectations.
• Act as a resource and point of support for staff when addressing client, operational, or workplace concerns.

Policy Compliance, Quality & Risk Management

• Ensure staff consistently follow organizational policies, procedures, standards, and regulatory requirements.
• Identify, assess, and proactively address risks within assigned locations and client environments.
• Escalate significant concerns, safety issues, or areas of risk to the Executive Director in a timely manner.
• Complete incident documentation and participate in investigations and follow-up activities as directed.
• Support the implementation and monitoring of corrective actions where required.
• Contribute to ongoing quality improvement, risk management, and service excellence initiatives.
• Promote a culture of safety, accountability, and continuous improvement.

Client Care Coordination

• Coordinate and collaborate with multidisciplinary teams, including frontline staff, clients, caregivers, IPSCs (Individualized Planning and Support Coordinators), healthcare providers, and community partners.
• Monitor client needs and overall well-being to ensure services remain appropriate, responsive, and person-centered.
• Review, maintain, and update client care plans to reflect changes in individual needs, goals, preferences, and circumstances.
• Communicate changes in client needs or care requirements to the appropriate IPSC and members of the care team.
• Ensure client appointments and relevant information are communicated to support staff and that appropriate transportation arrangements are made.
• Maintain regular communication with IPSCs regarding assigned client caseloads and provide updates as required.
• Develop and implement individualized strategies that promote client independence, dignity, safety, and quality of life.
• Support medication-related responsibilities, including medication delivery, medication accountability, and approved special over-the-counter requests, as required.
• Conduct regular in-home visits to monitor client well-being, service delivery, and living environments.
• Transport clients to appointments, meetings, activities, and other required engagements as needed.

Operational & Administrative Oversight

• Maintain accurate and timely client records, care plans, documentation, and data entry within AlayaCare.
• Ensure client charts, forms, reports, and other required documentation are complete, accurate, and up to date.
• Monitor and maintain financial tracking requirements, including cash logs and client-related funds.
• Deliver client cash logs and funds on a bi-weekly basis and ensure receipts are returned to Head Office.
• Collect client payments, including cash or cheques, and deliver them to Head Office as required.
• Deliver mail, correspondence, and other items to clients as needed.
• Support the Executive Director with operational planning and service coordination.
• Participate in the annual review and updating of organizational policies, procedures, and operational practices.
• Identify opportunities to improve efficiency, communication, service delivery, and overall client experience.

Staff Management

• Assist with maintaining appropriate staffing levels and ensuring suitable staff placements based on client needs.
• Manage staff schedules, including regular shifts, vacation, sick time, and other scheduling requirements through AlayaCare.
• Monitor attendance, scheduling concerns, and staffing gaps and communicate issues to the appropriate leadership team.
• Work collaboratively with Human Resources Manager on employee relations, staffing, recruitment, and workplace matters.
• Promote accountability while supporting a positive, respectful, and inclusive workplace culture.

Client Transitions & Housing Coordination

• Support clients transitioning from residential care, hospital settings, or other environments into community-based living.
• Follow established transition, move-in, and client placement protocols and checklists.
• Assist in identifying appropriate housing options that align with client needs, preferences, funding, and available supports.
• Support clients through housing viewings, applications, lease agreements, and related processes.
• Coordinate and oversee move-in logistics, including:
• Securing applicable funding supports, deposits, and special-needs funding.
• Coordinating movers, utilities, and other required services.
• Coordinating appropriate staffing and support for move-in day.
• Assisting with furniture, household essentials, and other necessary purchases.
• Ensure appropriate staffing, care plans, resources, and support structures are established prior to a client's transition into a new residence.
• Follow up after transitions to ensure the client and support team have the resources necessary for a successful adjustment.

On-Call & Operational Support

• Participate in a rotating emergency on-call schedule to provide support to staff and clients outside of regular working hours.
• Serve as a primary point of contact for IPSCs, staff, clients, caregivers, and other stakeholders regarding assigned clients and operational matters.
• Respond to urgent client or staffing concerns and escalate matters appropriately.
• Provide additional operational and client support as required.
• Perform other duties and responsibilities as assigned by the Executive Director.

Skills & QualificationsEducation & Experience

• Post-secondary education in a health, human services, social services, or related field, or an equivalent combination of education and experience.
• Minimum of 5 years of progressive leadership or supervisory experience.
• Previous experience in home care, continuing care, long-term care, community-based services, or healthcare management.
• Strong technology experience
• Experience with scheduling, care coordination, documentation, and client service delivery is considered an asset.

Certifications

Candidates must possess, or be willing to obtain, applicable certifications including:

• First Aid/CPR
• WHMIS
• Fire & Life Safety
• Medication Awareness
• Food Handling
• Mental Health First Aid
• Crisis Intervention

Core Competencies

The successful candidate will demonstrate:

• Strong leadership, coaching, mentoring, and team-building abilities.
• Excellent verbal and written communication skills.
• Exceptional interpersonal skills and active listening abilities.
• Strong judgment, problem-solving, and critical-thinking skills.
• Excellent organizational, planning, and coordination abilities.
• Ability to prioritize competing demands and manage multiple responsibilities effectively.
• Strong attention to detail and commitment to accurate documentation.
• Knowledge of quality assurance, risk management, and continuous improvement practices.
• Proficiency with Microsoft Office and experience using AlayaCare or similar healthcare scheduling/documentation software.
• Knowledge of community resources, healthcare services, and support systems.
• Ability to build and maintain positive relationships with clients, families, staff, healthcare professionals, and community partners.

Additional Requirements

• Valid criminal record check
• Valid driver's licence and reliable access to transportation, as the position may require travel between client locations and transportation of clients.
• Ability to work independently while also contributing effectively as part of a collaborative leadership team.
• Flexibility to respond to changing client and operational needs, including participation in an on-call rotation.
• Compassionate, solution-focused, and community-minded approach.
• Strong commitment to promoting client dignity, independence, choice, inclusion, and quality of life.
• Demonstrated ability to maintain confidentiality and exercise sound professional judgment.

Pay: $52,650.00 per year

Benefits:

• Casual dress
• Commuter benefits
• Company pension
• Dental care
• Extended health care
• Mileage reimbursement
• On-site parking
• RRSP match
• Vision care

Application question(s):

• Do you have a valid Nova Scotia driver's license?
• Do you have minimum 5 years Supervisory / Leadership experience within home care, long-term care, or healthcare management
• Do you have proficiency with Microsoft Office or Gmail

Work Location: In person