Customer Service Officer Care Coordinator

Brahm Centre is a registered mental health charity dedicated to promoting happier and healthier living through holistic programs. We empower individuals to create their own happiness. We are a full member of the National Council of Social Services and an Institution of Public Character.

We offer science-based mindfulness programs to enhance mental well-being.

We have a care management team supported by trained volunteers. Working with the Agency for Integrated Care, the Ministry of Health and healthcare and educational institutions, we support the community through health education, case management, counselling services and outreach. We offer wellness programs and art courses designed to enhance overall well-being.

**Job Description**:
a. Care duties
- To assess & review needs of potential and current befriendees, manage befrienders and befriendees matching and conduct necessary training and onboarding for befrienders
- To ensure timely and accurate data input of all befriending activities in Salesforce
- Facilitate and Support in Step-up care for befriendees and CREST P3 clients
- Serve as a conduit for other Brahm Centre’s services (COMIT, Case Management, Elder-sitting, Counselling, Wellness etc); escalate when needs emerge
- Participate and support in ad-hoc excursion trips to build rapport with clients and their caregivers
- Assist in planning and support of mass dementia screening and mental health awareness outreach events
- Assist in regular outreach and community screening of assigned portfolio
- Provide case management services (i.e. visit and assess their home situation, study family dynamics and care needs for both clients and their caregivers)
- Provide holistic care support to clients who are at risk of depression, dementia and other mental health conditions
- Conduct regular home visits and/or phone calls and make periodic invitations to suitable clients to attend social activities and programs conducted in the Centre
- Provide person-centric care (social and health), psychoeducation, information, and support for clients and caregivers through emotional support, follow-up, and service linkage
- Collaborate with community partners, healthcare institutions and government agencies to provide holistic care support and service interventions to clients and caregiversMaintain proper documentation and secure storage of case files, referrals, and other related documents across various systems i.e. Salesforce, Acutenet, Integrated Referral Management System (IRMS)

b. Customer Service Officer ('CSO')
- Attend to the daily operations of the centre, including ensuring proper housekeeping and serviceability of facilities and availability of material resources (eg toilet rolls, newspaper for art courses)
- Attend to centre programs support, NSA verification and attendance taking of clients and visitors to the centre
- Preparation of venue and logistics for courses and other events. Ensure facility is in compliant with necessary health regulations, kept clean and tidy, and centre programs run smooth
- Attend to general enquiries and feedback from customers and cross-selling of courses, talks and activities (held onsite and online)
- Assist with pre and post course/event preparations
- Ensure accuracy and timely entry in salesforce i.e. new members creation, new events creation and marking of attendance
- Ensure daily reconciliation of takings with tracker

c. Programs
- Ensure that trainers and Finance are informed of final number of participants 5 days prior to course commencement date
- Have oversight on programs and offering by Brahm Centre and the availability of slots for courses in order to promote and maximise sales for courses and activities
- To host and facilitate centre events where required
- To support centre for any onsite or offsite outreach events where required

Any other related duties that may be assigned.

**Requirements**:

- Good Customer Service with excellent interpersonal, written and oral communication skills in Mandarin and English
- Passionate about serving seniors in the community
- Good attention to details
- Ability to speak dialects is an advantage
- Ability to organise and host workshops and events is an advantage