Qualification and Experience
Skills and Abilities
Main Accountabilities and Approximate Time Splits (%)
1. Performing operational activities (45%)
1.1) Ensure the highest quality of care and service is delivered to clients in accordance with their treatment plan by:
1.2) Encourage clients to engage in therapeutic activities to promote independence and improving well-being.
1.3) Observe and monitor clients’ progress, symptoms and behavioural changes and report significant observations.
1.4) Conduct intake process for new clients including airport/hotel pickup, site orientation, explaining programme and community rules, client’s rights, and obligations.
1.5) Accompany clients on offsite activities in the evenings and weekends i.e. offsite meetings, excursion, and shopping trip.
1.6) Provide assistance and/or instruction to clients in participation in all aspects of the programmes such as exercise, group activities, counselling, mealtimes, offsite meetings, including homework and assignments.
1.7) Conduct discharge process to ensure that all clients’ valuables are returned, and relevant paperwork signed off including the submission of client satisfaction survey and online aftercare registration.
1.8) Encourage and support client transition to sober living / step-down programme.
2. Administration and reporting (40%)
2.1) Prepare client schedules, welcome pack, and intake documents for new clients.
2.2) Coordinate room status updates with the Housekeeping department during pre-arrival, arrival, and discharge.
2.3) Collaborate with the kitchen team for food restriction/allergies or special request as per approval from the Head of Facilities/Operations.
2.4) Collaborate with the Fitness and Wellness team and Massage team for client schedule adjustment when needed.
2.5) Collaborate with Finance department for client personal expense account including reviewing and monitoring client’s remaining balance throughout their treatment period.
2.6) Collaborate with the Maintenance team for maintenance and repair on a timely manner.
2.7) Monitor and arrange visa extension service for International clients in good time.
2.8) Complete and submit documentation relating to excursion and other offsite activities in accordance with policy and procedures.
2.9) Report effectively to the multi-disciplinary teams on client’s performance and progress during Clinical Meeting / Daily handover meetings / Shifts within the support team.
2.10) Report unresolved issues, concerns, or irregular situations between clients or between clients and staff to management as appropriate.
2.11) Daily log Support Notes and read all relevant information in the Clients Database.
2.12) Ensure client information in all the related Google spreadsheets is complete and updated on a timely manner.
3. Continuous quality improvement (15%)
3.1) Report complaints, compliments and feedback process relating to the programme and operational services to ensure timely resolution and contribution to continuous quality improvement.
3.2) Contribute to the review, analysis and improvement of the department.
3.3) Proactively contribute to care planning and take ownership for keeping your own knowledge up to date by regularly reviewing all relevant documentation (WIs) and manual materials.