Client Engagement Executive

Job Summary

In this role as a Client Engagement Executive, you will be responsible for driving the mission of supporting displaced and disadvantaged individuals within the community. Your key focus will be overseeing the operations of the shelter/program, ensuring the safety, well-being, and smooth running of daily activities. This position involves refining decision-making processes and implementing strategies to improve operational effectiveness. You will collaborate with cross-functional teams, community partners, and stakeholders to create positive change for those in need.

Key Responsibilities

Client Supervision

• Provide administrative and operational support for the Single Room Shared Facilities (SRSF) Program, ensuring smooth daily operations and handling statistical collection.
• Address general queries from residents and assist in the admission and orientation process for new residents.
• Issue non-compliance warning letters and make recommendations for resident discharges to the Discharge Committee.

Conflict Management

• Manage disputes among residents and respond to incidents in rental units, including de-escalating crises and notifying relevant authorities when necessary.

Workplace Safety and Health

• Ensure a secure, healthy environment within the SRSF Program, liaising with external parties during emergencies and addressing illegal activities swiftly.
• Coordinate with external vendors for the maintenance of the premises, enforce program rules, and conduct compliance inspections.
• Develop and implement incident management processes, including staff training.

Stakeholder Management

• Build and maintain relationships with community partners, including Social Service Agencies, Institutes of Higher Learning, and Statutory Boards.
• Support community and corporate engagement activities, as well as volunteer initiatives.

Administrative Tasks

• Maintain records of aid distribution, donations, and program fees.
• Update operational manuals and ensure the collection and review of program statistics and data for monitoring and evaluation purposes.
• Manage information systems to effectively track client and operational data.

Other Duties

• Perform additional tasks as assigned by the Reporting Officer.

Accountability

• Reports to the Client Engagement Head and Centre Head.

Competency Requirements

Core Competencies

• Strong interpersonal and communication skills, with the ability to effectively engage residents, teams, and partners.
• Demonstrated leadership abilities, teamwork, and responsibility.
• Comfortable working with vulnerable populations, able to handle sensitive situations with firmness and care.
• Excellent problem-solving, analytical, and self-management skills.

Technical Competencies

• Proficient in IT systems and Microsoft Office Suite (Word, Excel, PowerPoint).

Education and Experience

• A minimum of a Degree or Diploma in a relevant field.
• At least 2 years of experience in a similar role.
• Willing to work shift hours, including weekends and overnight shifts, with availability for emergency deployments.