Internal/External
Client Services Coordinator
Full Time, 1 year from hire date
It is the mission of Tungasuvvingat Inuit (TI) to broadly provide Inuit-specific programs that contribute to the health and wellbeing of Inuit and to encourage and support similar programs for Inuit across the country. TI has over 30 years of highly successful experience in crafting the design, development, and delivery of a wide range of effective, client-centered services. By incorporating the principles of Inuit Qaujimajatuqangit (IQ), TI continues to deliver quality programs and services that directly benefit our growing urban Inuit population.
The Client Services Coordinator supports Inuit clients through culturally responsive, trauma-informed, and individualized service plans. The role exists to ensure clients are connected to internal and external support, navigate complex systems, and maintain safety and well-being throughout their healing journey. This position fosters trust-based relationships and advocates for equitable access to resources.
Responsibilities:
Client Case Management
- Develop, implement, and monitor individualized service plans in collaboration with clients.
- Maintain a manageable caseload of 15–20 clients and conduct thorough intakes to assess immediate and long-term needs.
- Provide ongoing support and ensure continuity of care through aftercare follow-ups at 1, 3, 6, and 12 months.
- Ensure documentation of all interactions and plans in a timely and accurate manner.
- Assist clients in navigating complex systems such as housing, legal, healthcare, and social services.
- Advocate for client needs by breaking down access barriers and connecting them to culturally appropriate internal and external resources.
- Accompany clients to critical appointments to support advocacy and comprehension of services.
- Respond to client crises with immediate de-escalation, emotional regulation, and safety planning techniques.
- Support clients impacted by trauma or exploitation with culturally safe, strengths-based approaches.
- Use judgment to determine when to engage higher-level supports and involve team members or external services as needed.
- Promote the organization’s services to community stakeholders and develop referral pathways.
- Facilitate culturally grounded support groups and help coordinate special events, including distribution of outreach materials, meals, and supplies.
- Participate in developing and updating safety protocols and outreach strategies.
- Ensure all client records are up-to-date and stored according to confidentiality standards.
- Compile statistics, reports, and financial records as needed for internal monitoring and external reporting.
- Contribute to knowledge sharing, special projects, and program evaluation activities during team meetings and planning sessions.
The ideal candidate should have knowledge of Inuit culture and experience working with Indigenous communities, Inuit historical and contemporary issues, including socio-economic determinants of health that impact urban Inuit families in Ontario. Strong knowledge of current issues facing urban Inuit families in Ontario and regions, particularly those involved with substance misuse, of trauma-informed practices and strength-based approach. Specialized knowledge, systems navigation, and training in trauma care, mental health and wellness, violence against women, justice services, addiction, and traditional healing practices. Extensive knowledge of services and resources available to Inuit in Ontario and how to access these.
Excellent interpersonal skills, with an ability to develop and maintain trust and strong, positive relationships and work effectively with community members, co-workers, and staff at other agencies. Excellent case and file management skills, organizational and time management skill, communication (oral and written) and group facilitation skills. Strong critical thinking and problem-solving skills. Ability to maintain accurate, secure, and up-to-date client records and case notes using case management software.
Ability to initiate, plan, deliver cultural resources. Comfort in facilitating groups and managing crisis situations.
Strong initiative: motivated and able to work independently and with a high degree of autonomy while knowing when to communicate and consult with supervisor, team members and subject matter experts. Self-driven with a strong work ethic and an ability to maintain focus, productivity and performance while working independently and in a team setting. Ability to develop rapport, trust, and ethical relationships with clients and staff, to exercise strong decision-making skills and deal with unpredictable situations. Ability to employ effective crisis intervention, de-escalation and conflict resolution approaches and techniques.work from a strength-based, trauma-informed, and community member centered approach. Ability to operationalize a decolonizing and anti-oppressive approach.
Ability to identify and appropriately support clients in crisis while maintaining healthy boundaries and practicing self-care. handle sensitive issues with tact, diplomacy, and confidentiality. Behaves in a manner that serves as an example of positive cultural values, attitudes, beliefs, and actions. A non-judgmental, inclusive, and positive attitude towards community members who are involved in high-risk behaviours or experiencing challenging circumstances, including substance use, homelessness, and other issues. Demonstrates cultural competency and an ability to provide culturally safe services, support, and communication to community members. Demonstrates integrity, high ethical practices, standards, and confidentiality.
Proficient use of MS Word, Excel, PowerPoint, Outlook, video-conferencing platforms and electronic records management applications is required. Clear Vulnerable Sector Check with results acceptable to TI is required. Ability to speak Inuktitut is preferred. Availability to work evenings and weekends is required.
Completion of Secondary School is required. Community College in Human Services or related field is preferred. Undergraduate Degree in Social Services, Additions, Indigenous Studies or related field is preferred.
Two plus years experience in outreach or client-facing services, experience providing advocacy on behalf of clients, knowledge of Inuit history, culture, societal values, customs and IW Principles is required. Two plus years’ previous experience working with individuals dealing with trauma, addiction and recovery, delivering direct services in a social services or community services organizations is required. Two plus years’ knowledge of issues facing Inuit, both in an urban setting and community based.
**Acceptable combinations of education and experience may be considered for this position. We encourage you to apply if you have equivalent years of education and/or experience equal to the education and experience requirements listed above.
Salary and Benefits
- Salary range is $56,000 to $59,000 annually
- TI offers a competitive total compensation package. Employees are provided with an exceptional benefits plan which includes major medical and dental coverage for the employee and their dependents, and employee life insurance for those eligible as per the policy.
- TI provides paid sickness, personal and family sickness leave days, and a 24/7 confidential Employee and Family Assistance Plan.
- Vacation (earn 3 weeks/year).
PLEASE CLICK ON **APPLY NOW** TO SUBMIT YOUR RESUME.
Preference in hiring will be given to qualified Inuit candidates; applicants are encouraged to self-identify. Interested candidates are encouraged to visit our website at www.tiontario.ca to learn more about our programs and services. Accommodation for applicants with disabilities is available upon request.
The Counsellor works out of 1071 Richmond Road in Ottawa.
We thank all interested applicants in advance for their interest. Only individuals selected for interviews will be contacted.