ON, Thunder Bay - Specialist, Service Coordination

Do you want to work for a health care organization that changes people's lives? One that not only cares deeply about clients, but also values that its employees are its greatest asset?

Vision Loss Rehabilitation Canada is a unique health services organization that serves people who are blind or partially sighted across the country. Our certified specialists provide training that empowers clients to develop or to restore activities of daily living skills, to promote their independence, to enhance safety and mobility. We work closely with ophthalmologists, optometrists and other health care professionals, by providing essential care on a referral basis in homes, workplaces and communities across the country.

We offer competitive salaries and benefits, flexible schedules, and opportunities to grow.

For more information about Vision Loss Rehabilitation Canada, please visit visionlossrehab.ca or call 1-844-887-8572 .

Date: October 1, 2020   
Job Title: Specialist, Service Coordination
Term: 1 year contract
Location: Thunder Bay, ON


The Service Coordinator will coordinate and integrate supports and services around the person living with vision loss. In this direct client service role, they will be the main point of contact and coordinator of services for individuals with vision loss. Responsibilities include assessment of need, coordinating the client journey to achieve care plan goals, and strengthening the communication and linkages between VLR staff and external community health care providers across the continuum of care.

The Service Coordinator will strive to ensure that every person referred to VLR for service has timely access to VLR service information, connection to the healthcare system and appropriate supports when and where they need it in order to achieve the following outcomes:

  • To provide individuals with vision loss, healthcare coordination in order to increase and enhance the healthcare system's capacity.
  • To improve the client's experience and health.
  • To enhance a client's capacity to remain independent for as long as possible

Essential Duties entail (but not limited to):

  • Manage incoming referrals to facilitate vision rehabilitation therapy and ensure that clients have a named point of contact for healthcare coordination/navigation as early as possible before and/or after diagnosis.
  • Gather client information, conduct a review of eye assessments, and meet with clients (in person or over the telephone) to complete Vision Rehabilitation Assessment, identify goals and set level of priority. Flags urgent/critical client situations to Service Manager or other   designated staff.
  • Provides appropriate follow up with clients to help ensure service quality standards are met and completes an exit interview to wrap up service
  • Maintain confidential, accurate and current client records, including complete and thorough documentation for each client contact, in compliance with relevant privacy legislation and in accordance with professional standards and VLR policies and procedures
  • Manage caseload in an effective and efficient manner.
  • Participate in opportunities to share knowledge, exchange and collaborate with other VLRC sites across Canada to support best practices and develop ongoing quality improvement initiatives.
  • Other duties as assigned.


  • Work collaboratively with VLR service providers, health professionals and community service providers to address barriers and develop strategies by integrating supports and services in the best interest of the client.
  • Leverage and maintain positive working relationships with physicians, health care professionals, health and community support service providers (e.g. mental health providers, BSO, long-term care, retirement homes, police/EMS, specialized geriatrics, community Health Links), and other relevant partners through proactive outreach activities.
  • Support and increase awareness of VLR services to health professionals, community service providers and other relevant community stakeholders in collaboration with VLR staff

Problem Solving/Time Frame of Impact:

  • Utilizes established business rules, service standards and practices, and ensures policy and procedures are followed in a timely fashion.
  • Ability to creatively and quickly problem solve to respond to unique individual needs.
  • Participates in service evaluation and program planning processes, as needed, to maintain and improve service outcomes.

Decision Autonomy:

  • Works under the general direction of national/divisional guidelines and standards but has latitude in making decisions on routine tasks.
  • Consults with supervisor on issues that are more complex or may require upper level approval.
  • Exercises judgment and tact when working with individuals and knows when to elevate issues to the next level such as referring unusual client needs to appropriate person for service planning.
  • Committed to maintaining privacy and confidentiality.


  • Takes initiative to keep abreast of new and changing community resources and VLRC policies & procedures.
  • Facilitates and enhances team efforts on a professional level and shares specialized knowledge, resources, experience, concepts and skills.
  • Engages and mentors volunteers as required.

Qualifications: (Education, Training, Experience)

Knowledge and Skill Requirements:

  • Personal or professional experience relating to blindness and vision loss is considered an asset
  • Bilingualism is an asset.
  • Well-developed interpersonal and communications skills, with emphasis on interviewing skills.
  • Self-directed, organized and detail oriented.
  • Demonstration of a client-centered approach with commitment to excellent customer service.
  • Demonstration of sound interviewing skills, good judgment, and ability to work under pressure.
  • Demonstrated ability to effectively communicate verbally and in writing.
  • Ability to work in a team environment and independently, with minimum supervision.
  • Proficient in use of both standard office software and specialized client management technology.

Experience and Education:

  • Completed post-secondary education in the fields of Social Work, Psychology, Applied Counseling, or an equivalent field.
  • Minimum three years of experience working with individuals with a disability in a rehabilitation setting.
  • Certification in counselling or rehabilitation is an asset.

Work Environment:

  • Willingness to work flexible hours
  • Occasional travel may be required.

If this sounds like the role for you, apply now to Caitlin Lazarus at caitlin.lazarus@vlrehab.ca


Be sure to include a resume, cover letter, and mention how you heard about this opportunity

VLRC is committed to creating and fostering an inclusive culture and welcomes applications from diverse candidates, including but not limited to Indigenous peoples, women, candidates with disabilities, and candidates of colour. We strongly encourage applications from applicants with sight loss. Direct lived experience would be a definite asset. We're excited to review your application

Please note that the successful candidate will be required to pass a standard Criminal Record Check.

We thank all applicants for their interest in VLRC, however, only those selected for an interview will be contacted

Closing Date for Applications: 10/19/2020