Client Flow Specialist

About YOU

You are passionate about supporting children, youth, and families, and take pride in creating a welcoming, client-centered experience from the very first point of contact. You are a strong team player who thrives in collaborative environments and is motivated by ensuring families can access the right services at the right time.

You bring excellent organizational skills and are confident managing competing priorities, while using strong critical thinking and problem-solving to navigate complex situations. Your ability to stay calm, compassionate, and responsive allows you to support efficient client flow and contribute to high-quality service delivery.

Your commitment to teamwork, accountability, and client-centered care makes you a strong fit for the Client Flow Specialist role at ROCK.

About ROCK

ROCK (Reach Out Centre for Kids) is recognized as the number one non-profit employer of choice, leading the way in providing mental health services to children, youth, and families in the Halton region. We are an accredited organization with exemplary standings from Accreditation Canada, reflecting our commitment to high-quality care. Our dynamic and collaborative team is dedicated to achieving our mission and vision, fostering a positive and inclusive environment that mirrors the diversity of the community we serve. At ROCK, we offer various professional development opportunities, company events, and a supportive culture that encourages innovation and growth. ROCK is site certified in the Neurosequential Model of Therapeutics (NMT) a developmentally sensitive, neurobiology-informed approach to clinical problem solving. Our hybrid work model provides flexibility, combining on-site and virtual environments, to best meet the needs of our staff and clients. Join us in making a meaningful impact in mental health care.

The ROLE

As a ROCK Client Flow Specialist, you will support timely access to services by managing client flow, triaging waitlists, and coordinating care for children, youth, and families. Working 35 hours per week you will monitor client needs and risk, support scheduling, and work closely with families, providers, and internal teams to ensure services are responsive and accessible. In this role, you will balance competing priorities, resolve scheduling challenges, and maintain accurate client information within agency systems. You will also contribute to program support and quality improvement initiatives while ensuring all work aligns with ROCK’s commitment to client-centered care, safety, and collaboration.

As part of our continued growth, we are hiring for two newly created full-time contract positions:

• Upto 24-month contract position, ending March 31 2028 reporting to the Manager, Counselling and Therapy
• Upto 12-month contract position, ending March 31 2027 reporting to the Manager, Specialized Consultation

In this role you will:

• Triage and prioritize clients on program waitlists to support timely access to services.
• Monitor and assess risk and changes in client circumstances while awaiting service.
• Provide relevant information to the Program Manager to support timely assignment to service providers.
• Communicate effectively with clients and families to schedule and reschedule appointments.
• Collaborate with clients, families, and providers to resolve scheduling challenges using effective problem-solving skills.
• Maintain accurate and up-to-date scheduling information within the agency’s systems.
• Follow up on missed appointments and coordinate rescheduling, including when provider availability changes (e.g., illness).
• Address client concerns and issues, resolving or escalating as appropriate.
• Build and maintain positive working relationships with internal services (e.g., Access and System Navigation, Crisis) to support coordinated care pathways.

Program and Administrative Support

• Provide general support for client care activities, including:
• Booking space for client or group sessions
• Preparing and distributing materials (e.g., workbooks, resources)
• Photocopying, scanning, and faxing documents

Quality, Data, and Safety

• Participate in continuous quality improvement initiatives to enhance processes and service delivery.
• Support data entry and client record management as directed by the Clinical Manager.
• Promote client safety by adhering to established policies and reporting any safety incidents.
• Organizational Commitment
• Demonstrate a commitment to client-centered care aligned with ROCK’s principles of respect, collaboration, and service planning.
• Adhere to the requirements of Section 28 of the Occupational Health and Safety Act and all related agency policies and procedures.
• Participate in assigned projects and carry out other duties as required

Who we’re looking for:

Education

• Child and Youth Worker (CYW), Bachelor of Social Work (BSW), Degree in Psychology, or a related field from a recognized college or university.

Experience

• 2 years of experience working with children, youth, and families in a mental health, healthcare, or community services setting.

Skills

• Demonstrated ability to identify, assess, and respond to client risk, including recognizing changes in presentation or circumstances and escalating concerns appropriately.
• Strong client-service orientation with the ability to engage clients and families in a compassionate, respectful, and professional manner.
• Proven ability to maintain confidentiality and exercise sound judgment and discretion in all interactions.
• Demonstrated competence with data entry and use of client information systems; experience with CaseWORKS is an asset.
• Ability to coordinate and prioritize client flow, including triaging needs, managing waitlists, and supporting timely access to services.
• Strong problem-solving skills, with the ability to navigate scheduling challenges and competing priorities effectively.
• Ability to build and maintain collaborative working relationships with staff, service providers, and internal teams.
• Proven ability to take initiative and work both independently and as part of a team.
• Excellent time management and organizational skills, with the ability to multitask and adapt in a fast-paced environment.
• Proficiency with Mac devices (laptops, iPads, iPhones) and Microsoft applications (Outlook, Teams, Word, Excel, PowerPoint).

What will help you succeed:

• Excellent communication skills, both written and oral, are essential
• Strong interpersonal skills
• Strong time management and multitasking skills in a fast-paced work environment are essential
• Flexibility to work evenings as required.
• Ability to work on-site (in-office).
• A current (within three months) Criminal Reference Check with Vulnerable Sector Screening is required.
• Proficient in the use of technology and working in a virtual environment; MAC OS operating systems; strong MS Word and Excel competencies are essential; expertise in the use of PowerPoint is an asset
• Reliable transportation for traveling within the Halton Region in alignment with the program needs

Our rewards ROCK, join our team and ENJOY:

🕒 Flexibility: Plan your schedule to balance with your personal life.

🏥 100% employer paid premiums for extended health and dental benefits

🌴 Recharge: Paid time off, 2 weeks' vacation, 2 additional ROCK holidays.

🍎 Wellness: Wellness days and Discounted GoodLife memberships.

Be part of a team that makes a difference. Apply today and help us shape the future of mental health care for children, youth, and families!

ROCK is committed to fostering a positive and progressive workforce reflecting the community we serve and promoting diversity at all levels in a dynamic and inclusive environment. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and ROCK’s Accommodation Policy.

If you are invited to participate in the interview process and require accommodation for the interview, we ask that you provide your accommodation request as soon as reasonably practicable. Please be advised that you may be requested to provide verifiable supporting information, such as medical or other documentation depending upon the type of Code-protected accommodation, to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. ROCK treats all accommodation requests confidentially.

Please note that ROCK positions are currently working in an on-site and virtual hybrid model. Positions are located in the Halton Region and travel between sites may be required.