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Job Description
About the role
Location: Work from home in West
Like WCG, you believe in the power of work to transform lives. As a Rehabilitation Service Specialist – Case Coordinator (RSS CC), you’ll be responsible for the receipt of new Rehabilitation Services and Vocational Assistance Program (RSVP) referrals, triage process and initial engagement of the Participant. As the first point of contact with the Participant upon referral to RSVP, the RSS CC is customer-service oriented to ensure the participant experiences a positive first interaction. The RSS CC utilizes strong administrative and organizational skills to manage multiple responsibilities and tasks while maintaining accuracy in their work. The RSS CC works effectively and in a collaborative manner with multiple stakeholders including Participants, Veterans Affairs Canada (VAC) Case Managers, Rehabilitation Service Specialists, and the Rehabilitation Service Professional team.
What you’ll do
- Identify referral service expectations ensuring information is thorough and clearly identifies referral objectives
- Ensure appropriate eligibility for service is established
- Liaise with VAC referral source regarding incomplete documentation or additional information required
- Initiate first contact to Participants within service standard timelines
- Provide Participants with high-level details about the program and answers initial questions regarding program or process
- Identify any support or adaptations to initial intake interviews that Participants require to be successful and to achieve participant satisfaction (e.g., chunking, physical environment, breaks, spouse/family member attendance, etc.)
- Negotiate and problem solves to overcome any obstacles in booking initial intake interviews within service standard timelines
- Provide access to the Participant Portal and provides contact information for User Support Call Centre and RSSs
- Address and resolves any issues/concerns that arise promptly; escalates appropriately when needed
- Ensure Participants receive initial orientation materials and complete any pre-meeting information prior to initial intake interviews
- Accurately completes and/or updates initial data entry into Case Management software
- Ensure pre-meeting information received is complete
- Communicate any identified individualized needs to RSSs prior to initial intake interviews
- Follow approved escalation processes if not able to meet timelines/skill set, and to obtain guidance on appropriate RSS assignment
