Health Care Worker, Urgent Care Response Centre

Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of nearly 45,000 medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.

All new hires to Fraser Health must have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.

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In accordance with Fraser Health's Vision, Mission and Values, Mental Health & Substance Use Services (MH&SUS) program mandates and clinical practice guidelines, the Health Care Worker, Urgent Care Response Centre (UCRC) works closely with the inter-professional community mental health & substance use (MHSU) team, agencies and community providers in the provision of time-limited services in accordance with the UCRC mandate. The UCRC is a community outpatient centre that supports adults in crisis with lived experience of mental health and/or substance use issues across the MHSU continuum, requiring urgent care but not hospitalization, and their families. The UCRC provides for rapid engagement in the provision of consistent, relevant and timely delivery of client and family-centered care, and offers coordinated �one-stop� services including assessment, initiation of treatment, crisis stabilization management, and facilitation of connection to appropriate care services to support client navigation of the health care system.

The Health Care Worker provides access to MHSU information and recovery-based supportive services in accordance with an established plan of treatment/care, including MHSU treatment, life skills training, coaching, advocacy and support to clients experiencing mental health, behavioral, and developmental problems and to their caregivers/families. Establishes a dignifying, purposeful and trusting relationship through a customer-service oriented, positive client-focussed approach, and ensures a safe and welcoming environment for all individuals. Encourages knowledge exchange in day-to day activities, and empowers clients and natural supports to connect and engage within their communities. Services may be provided on an outreach basis when required in order to engage with clients within their own environment and community.

1. Participates in recovery planning with clients and clinical team members by engaging in conversations with clients to help identify goals, problems and needs, obtaining required information from a variety of sources such as families and care providers, documenting client needs and wants, and assisting clients to determine appropriate programs.
2. Communicates and consults with clinical team members to share information about client care issues, resources and discharge planning. Collaborates with the client and the clinical team to support the client to meet individual needs and situational requirements. Explains the recovery plan to clients and their families; refers clients to rehabilitation and other adjunctive services as per the clinical team. Acts as a resource to the client's family or the mental health team regarding the availability and suitability of support services to ensure the development and implementation of an appropriate recovery plan; facilitates the involvement of clients in self-help approaches including practical problem-solving, engagement with consumer advocacy groups and client-initiated changes in all aspects of their life including their mental illness, substance use and other health conditions. Works cooperatively with community agencies and families to maintain coordination in the service and treatment process.
3. Provides client advocacy services with other agencies, services and service providers. Assists with creating an effective and supportive connection between peer supports, community service providers and MHSU clients.
4. Assists clients with community integration activities, and escorts clients to a comprehensive range of community services and opportunities. Accompanies clients to physicians and other scheduled appointments.
5. Observes and monitors client progress; communicates and consults regarding the care and support plan with the client and the mental health care team in order to ensure continuity of appropriate care for the client.
6. Provides recovery-based support as defined by the clinical team and recovery plan, through demonstrations/modelling/behavior management, while facilitating client attendance at rehabilitation, social, and vocational training programs; supporting clients at interviews with human resources, commercial sources and community colleges; enabling clients to find therapeutic volunteer placements and by facilitating client attendance at community recreational activities.
7. Provides supportive services to clients in individual or group format. In the course of completing duties to the Centre, assists the clients to feel safe and at ease through a welcoming, client-centered approach, focussing on client comforts such as by offering water or coffee, greeting clients and escorting/providing directions to provide a warm hand-off in the transition of care.
8. Provides supports related to housing including assisting in packing and transporting personal belongings and helping the client to set up their household, supporting the client in cleaning, and orienting to and connecting with the local community.
9. Distributes medication to clients as per established policy and procedure.
10. In accordance with established standards, policies and procedures and to ensure continuity of communication and client documentation, prepares and maintains written and computerized records including client records, progress notes, incident reports and on-call logs, writing timely, accurate and relevant observations including client and family teaching and evaluation of care. Completes other program documentation as required.
11. Provides support in clinical settings by performing duties such as setting up / dismantling / organizing rooms for client care, and calibrating and cleaning equipment such as scales and glucometers, washers and dryers.
12. Prepares equipment and instruments for offsite sterilization in accordance with established procedures; cleans and organizes supply areas and prepares clinic rooms; cleans returned equipment and checks for repairs.
13. Delivers and disposes of supplies, biologicals, materials, and equipment by performing duties such as packaging, making arrangements for pickup and delivery, and transporting items such as samples and lab specimens.
14. Performs administrative support duties by assembling, packaging, organizing and renewing pamphlets/resource information for distribution to the client and/or family.
15. Maintains department resources such as audiovisual and office equipment by carrying out minor maintenance such as loading paper, removing paper jams, cleaning glass and changing toner cartridges. Refers further maintenance of equipment required to the Coordinator.
16. Provides input and feedback at staff meetings, committees and in-services regarding techniques, standards, policies & procedures, effectiveness and client care outcomes to support evaluation of client care programs, planning & development, and quality improvement activities that facilitate team goal setting.
17. Participates in the orientation of students.
18. Participates in multidisciplinary conferences and with psychiatrist as required.
19. Performs other related duties as assigned.

Grade twelve (12) plus successful completion of the Community Mental Health Worker Certificate or Social Services Worker Diploma and two (2) years' recent related experience, or an equivalent combination of education, training and experience.

Valid Class V BC Driver's License and access to a personal vehicle for business related purposes.

• Demonstrated working knowledge of psychosocial rehabilitation, its concepts, principles & practice.
• Demonstrated group and individual intervention skills.
• Demonstrated knowledge of community resources and health related support services.
• Listening and information seeking skills that promote communication and leads to a cooperative approach to problem solving within a multidisciplinary team.
• Ability to observe and recognize changes in clients.
• Ability to establish and maintain rapport with clients.
• Conflict resolution and crisis intervention skills.
• Ability to instruct.
• Advocacy skills.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal effectively with others.
• Ability to organize work and determine work priorities.
• Ability to operate related equipment.
• Physical ability to perform the duties of the position.