International Support Service

Job description

Qualification and Experience

  • Famale, English native speaking
  • A degree in counselling, addiction, mental health, psychology, nursing, or social work is preferred
  • Fair understanding of professional boundaries in the workplace
  • Previous experience working in a rehab or healthcare setting with individuals who have mental health and addictions issues, or other qualifications determined to be reasonable and relevant to the level of work

Skills and Abilities

  • Ability to organize your own work routines effectively, demonstrating initiative, with a limited supervision
  • Numeracy and literacy skills required for documentation within client records
  • Organizational and time management skills to enable workload prioritization and adaptation to ensure competing demands on time and resources can be met
  • Personal skills that will assist in the building of rapport with clients such as patience, empathy, sense of humour, non-judgmental and a flexible approach
  • Ability to adapt communication methods to manage the variable needs of clients with mental health issues who may be distressed, depressed or anxious
  • Ability to report informally and formally at multi-disciplinary meetings on clients’ performance, to therapists and other members of the multi-disciplinary teams
  • Sound judgment and good observation skills
  • Work cooperatively as part of a multidisciplinary team and able to communicate effectively at all levels, verbally and in writing
  • Ability to use a variety of IT/digital application
  • Ability to drive with Thai or International driving license

Personal Qualities

  • Punctual and reliable to ensure professional service
  • Strong work ethics, integrity, and customer service focus
  • Initiative to act without prompting, to anticipate and seek to resolve problem
  • Patience and the ability to remain calm in stressful situations
  • Ability to act professionally at all time
  • Positive “can do, will do” attitude
  • Be comfortable taking on additional responsibility as required by management including your own area of accountability within the service

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:

  • Working effectively as a member of a team in providing emotional, mental, and social support within a community environment
  • Responding to clients’ issues and concerns, irregular situations, and other service needs where appropriate
  • Forming professional relationships with clients and communicate with them in a way that respects their views, autonomy, and culture
  • Maintaining accurate records within a secure environment that protects client confidentiality
  • Maintaining personal hygiene and dress standard

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.

Contacts

  • gai.phetkham@thedawnrehab.com

Location