Client Services And Programme Coordinator

Client Services and Programme CoordinatorAbout UsPIPS (Pregnancy Infancy Parenting Support) is a Christchurch-based charity dedicated to supporting families across Canterbury. We help whanau build their village, grow their knowledge, and access essential baby gear—all at no cost—while providing the dignity of choice. Through our busy drop-in centre, support programmes, courses, and events, we connect whanau with the support they need to ensure a brighter beginning for every baby.About the RoleWe are seeking a passionate and motivated Client Services & Programme Coordinator to join our team on a part-time basis. This role is pivotal in delivering our programmes and providing exceptional support to whanau in our community.This position is perfect for someone who thrives in a fast-paced, community-focused environment, enjoys working directly with families, and has a knack for organisation and programme delivery. You'll work closely with our small but dedicated team and volunteers, managing client relationships while juggling a variety of tasks.This is a 24-hour per week role, Tuesday to Friday, 9.30 am–4.00 pm, commencing February 2025.Key Responsibilities:Coordinate PIPS programmes, including Bumps + Bubs parents group, NIPS@PIPS breastfeeding support group, and Infant + Child First Aid courses.Provide client-focused support in our drop-in centre, ensuring all whanau feel welcome and valued.Manage client enquiries and records, ensuring accurate and timely communication.Coordinate and process donations and hire items, ensuring relevant documentation is completed during processing.Assist with the planning and execution of events and initiatives.Work collaboratively with the PIPS team and volunteers to enhance service delivery.Maintain strong relationships with clients, service providers, partners, and stakeholders to support PIPS' mission.What We're Looking For:Experience in a client-facing or programme coordination role, ideally within the community or not-for-profit sector.Excellent organisational and administrative skills, with the ability to multitask effectively.Strong communication and interpersonal abilities, with a genuine passion for supporting families and young children.Proficiency with technology and systems to manage client interactions and service delivery.Flexible, adaptable, and solutions-focused, with a collaborative approach.Knowledge or experience in child welfare, family support, or related fields is highly advantageous.What We Offer:At PIPS, we foster a supportive and inclusive workplace that values work-life balance. You'll enjoy:A chance to make a meaningful impact in the lives of local families.Apply Now:Join us and become part of the PIPS village, making a real difference in your community. Please read the job description and submit your CV and cover letter outlining your relevant experience via SEEK.Applicants must be NZ Citizens/Residents or hold a valid NZ work permit.The successful applicant will be required to complete a NZ Police Check.Apply today to be part of our mission to support families and ensure brighter beginnings for every babyPOSITION DESCRIPTION: CLIENT SERVICES & PROGRAMME COORDINATOR (CSPC)POSITION PURPOSE:This Coordinator position exists to provide continuity of service provision to clients during open hours (excluding Public Holidays). Additionally, the CSPC position exists to deliver client-focused programmes, including support groups and information courses.REPORTS TO:PIPS ManagerRESPONSIBLE FOR:Client Service:Delivery of services to clients who drop in, telephone, email, message or are referred to PIPS.Maintaining client files.Developing services and programmes in conjunction with the Manager to make the most use of facilities and volunteers and in response to client needs.Organising client-focused projects and events (e.g. events for Bumps + Bubs, such as Mothers' Day and Christmas).Sourcing relevant training for self and PIPS team.In conjunction with Manager, liaising with other community groups with similar interests.Liaising with social workers, midwives, GPs and other agencies.Coordinating and helping manage donations, including sorting, cleaning and logging all equipment and clothing that arrives at PIPS.Programmes:Coordinating PIPS' programs. Currently these include Bumps + Bubs weekly peer support group, Red Cross First Aid Infant + Child CPR and NIPS@PIPS breastfeeding support group, plus others programs as they arise.Contributing to Social Media content and scheduled posts and responding to client queries (e.g. Messenger/Facebook, Instagram), as directed by Manager.Ensuring the PIPS centre is kept in a safe, clean and tidy condition.Coordinating client service area when other team members are on leave or off-site (e.g. attending meetings).REQUIREMENTS:As part of our commitment to providing a safe and healthy working environment for our employees, clients and volunteers, a NZ Police Check is required for all staff and volunteers.COMPETENCIES:The CSPC will have the following:Excellent communication skills – verbal and written.Ability to follow established policies and procedures.Ability to provide effective client services delivery.An understanding of and ability to maintain confidentiality.Excellent prioritisation and organisation skills.Ability to delegate appropriate tasks to others.ATTRIBUTES:The CSPC will be able to demonstrate:A non-judgemental attitude.Good self-confidence.Ability to cope in a fast-paced environment.Interpersonal understanding and communication skills for dealing with clients, staff, volunteers and external agencies.Enjoyment of change and being busy.Skill at multi-tasking.Relationship building and networking skills.An even-mannered disposition, persistence and a sense of humour.PRINCIPAL ACCOUNTABILITIES:Key Result: Client ServiceLIKELY TASKS:Create an atmosphere where all clients and volunteers feel welcome.Undertake telephone, email, social media and face-to-face contact during Drop-in Centre normal opening hours.Perform pregnancy tests, as required.Ensure shop area and storage room is well organised, clean and tidy.Conduct safety inspections on all donations and organise cleaning and repairs as necessary.Manage waitlists for gifting and loaning PIPS equipment.Coordinate collections and retrievals of PIPS equipment.Ensure an adequate supply of items is kept in stock to meet client needs.Order in or photocopy client information as required. Keep all information current and easily accessible.Ensure effective administrative records of client services are kept.Communication and collaboration between other staff members is maintained to share client service delivery.EXPECTED RESULTS:Friendly, welcoming atmosphere is maintained at all times.Client service is consistently available during normal opening hours.High level of service quality is provided.All client messages are followed up within 48 hours.Stocks of pregnancy test kits are kept current. Sorting and storage room, clothing and equipment is safe, clean, and tidy and items are able to be readily accessed as required.Clients are contacted before their due date to collect loan equipment and all paperwork is completed and signed.Monthly retrievals are completed. Text messages are sent out and phone calls to chase any late equipment.Clients are kept updated on gifting waitlists.The PIPS Centre is vacuumed and cleaned daily, with all rubbish and recycling removed to ensure a clean and safe environment for clients and PIPS team.Manager is notified of items needing re-order in a timely manner.All client information is current, readily accessible and presented in a tidy manner.Log book, daily statistics and filing cabinet (including loans folders + database) are kept up-to-date and regularly backed-up as needed.Key Result:LIKELY TASKS:In conjunction with the Manager, explore and develop new programmes that add to the current client services.Maintain networks with other agencies that support programme delivery (e.g. B+B speakers).Coordinate events and celebrations relevant to our groups (e.g. Mothers' Day and Christmas events) including sourcing location, event management, catering, coordinating event volunteers, invites and gifts.EXPECTED RESULTS:Clients have access to a variety of PIPS programmes that address differing needs in pregnancy and postpartum.Programmes are delivered with appropriate policies and procedures.Programmes are relevant and responsive to current community needs.Events are successfully delivered throughout the year, with positive feedback from clients.Key Result: NetworkingLIKELY TASKS:Network with other community agencies, statutory organisations and training organisations, as required, ensuring that information held is current and relevant.Stay connected with relevant businesses and organisations for regular presentations to our groups (e.g. B+B guest speakers) on a wide variety of topics.EXPECTED RESULTS:PIPS is positively represented at all times.PIPS' reputation is maintained and built upon.PIPS is able to provide relevant information and support to clients and team.Key Result: Professional DevelopmentLIKELY TASKS:Seek and source relevant training and professional development activities.Attend training and professional development activities as negotiated with and approved by Manager.Attend regular supervision (approximately 1 hour every 6 weeks).Take part in performance appraisal process with the Manager.EXPECTED RESULTS:Professional development is maintained via a variety of means.Supervision sessions are attended.Participation in personal performance appraisal with the Manager after 3 months then annually.
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