Intake and Service Access Worker

Job Description:

To respond to client and community service, information and referral requests. The objective is to respond and connect the client with internal or external services and provide immediate support for crisis situations. This role is the first point of contact for individuals seeking mental health support. The incumbent will play a critical role in ensuring clients feel heard, understood and guided through the intake process with care and professionalism. This role will also support clients by referring them to other services (internal and external) as needed, and provide immediate support for crisis situations.

Responsibilities:

Serve as the initial contact for clients via phone, email or in-person

Provide telephone-based intake and initial assessments for new or returning clients to determine service needs

Schedule appointments and coordinate with counsellors to ensure timely support

Inform clients of limits to confidentiality

Provide support and crisis intervention services as required

Assess whether a child welfare concern exists and report those concerns to the Children’s Aid Society (CAS)

Apprise clients of policies and fees where applicable

Assess callers’ requests for service and other related needs which may require screening and make internal or external service referral as necessary

Liaise with staff on status of booked appointments and the need for available times

Monitor number of clients waiting for therapy (individual or groups)

Manage court-mandated referrals

Manage course/group registrations

Arrange for language interpreter service, as needed

Coordinate the update and revision of Agency Intake procedures in consultation with the relevant Programs

Maintain a database of relevant community resources

Identify community needs and service gaps

Input client data on case management software

Collaborate with other team members to enhance program productivity

Foster a positive work environment through effective communication and teamwork

Strictly adhere to the Agency’s Confidentiality Policy with respect to all information to which the incumbent is privy

Meet all service delivery standards

Perform other relevant duties as assigned for team or Agency

Qualifications:

Degree/diploma with a specialization in social services or related field, combined with two (2) years’ work experience in a similar environment

Excellent communication and interpersonal skills

Knowledge of, and experience with, crisis intervention

Experience working with staff and clients from diverse backgrounds

Familiarity with social services within the Peel Region

Computer competency

Strong organizational and multitasking abilities

Superior written and oral command of the English language

Proficiency in Microsoft Office Suite and other relevant office software and databases

Detail-oriented with a focus on accuracy

Ability to handle confidential information with discretion

Sound judgment and highly dependable

Ability to thrive in a fast-paced environment

Professional demeanor

Familiarity with virtual work platforms

Ability to work well independently and in a team

Friendly and polite manner with all clients and staff

Demonstrated initiative in the interest of improving work processes

Additional language(s) an asset

Flexibility to work days, evenings, week-ends and additional hours as needed

Ability to work from other locations in the Peel region, if required

Salary: $46,053.79/annum

We welcome applications from all qualified persons. Please forward your letter of interest and resume to:

Human Resources Department

Family Services of Peel

Reference competition ‘Intake’ in subject line

5975 Whittle Road Suite 300

Mississauga ON L4Z 3N1

Fax 416.352.5396

E-mail resume@fspeel.org

We thank all applicants however only those selected for an interview will be contacted.

NO TELEPHONE CALLS PLEASE

Family Services of Peel is committed to developing a staff team that reflects the community in which we work, and the people we serve. Family Services of Peel is dedicated to building an inclusive community with a shared purpose, and we strive to represent the values of respect, collaboration and diversity. We have a strong commitment to employment equity and follow this commitment throughout our recruitment and selection process.

Family Services of Peel is committed to inclusive, barrier-free recruitment and selection processes and work environment. We especially welcome applications from Indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, women, and persons who identify as 2SLGBTQ+. We also encourage applications from persons with disabilities, and will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all the stages of the recruitment and selection process. All information that is received in regards to accommodations will be kept confidential.

We acknowledge the Haudenosaunee, Anishinabek, and Huron Wendat Indigenous territories, covered by ‘Treaty 13’, also known as the Toronto Purchase. We recognize and deeply appreciate their historic connection to this place.

An equal opportunity employer, it is Family Services of Peel’s policy to recruit and select applicants for employment solely on the basis of qualifications. In accordance with privacy legislation, by submitting your application you are providing your consent for the recruiter to conduct employment references.

As a member of this dynamic Agency, staff will be asked to undertake and lead special assignments. This may include participation in fundraising, strategic planning, and other related activities which contribute to the continuous transformation of Family Services of Peel.

Family Services of Peel is a community-based Agency that works to strengthen families, couples and individuals through counselling, education and support services. To ensure the highest standards of service for our clients, our staff are experienced and qualified professionals who reflect the richness of our diverse community. Our Counsellors adhere to the Code of Ethics of the Counselling and Social Work profession. We invite you to visit our website to learn more about our Agency and our range of programs and services at www.fspeel.org