System Navigator II

About YOU

You are a compassionate, organized, and client-focused professional who is passionate about supporting children, youth, and families in accessing the mental health and community services they need. You are often the first point of contact for individuals seeking help, and you approach each interaction with empathy, professionalism, and an unwavering commitment to client-centered care.

With a background in Social Work, Child and Youth Work, Psychology, or a related field, you bring a strong understanding of the social service and mental health systems, and you are comfortable navigating both in-person and virtual environments. You excel in triaging inquiries, coordinating care pathways, and ensuring that all client interactions reflect the values of respect, collaboration, and accessibility.

Your strengths include clear communication, attention to detail, and the ability to work efficiently in a dynamic, multi-system environment. Whether you’re managing referrals, checking in with families on waitlists, supporting live chat users, or liaising with community service providers, you are solutions-focused, resourceful, and dedicated to creating a seamless and supportive experience for all clients.

You are also technologically savvy, with proficiency in electronic health record systems, MS Office applications, and virtual platforms. You thrive both independently and as a collaborative team member, and you're driven by a shared mission to improve access to care and enhance community well-being.

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

Reporting to the Program Lead and the Manager for Access and System Navigation, the System Navigator II position serves as the first point of contact for children, youth, and families as they access the Children and Youth Mental Health milieu of services. The Navigator II is responsible and accountable for ensuring the development of clearer pathways, evidence informed decision making through the CALOCUS assessment and the navigation and coordination of services and supports for children, youth, and families, while creating stronger sector and cross-sector partnerships in Halton.

Please note that this is a full time contract position until March 31st, 2028.

RESPONSIBILITIES

• Develop supportive working relationships with children, youth, and families where the desire for effective and efficient service, empathy, and quality of care for all clients is central to the Navigator II’s work
• Screen clients for a milieu of services using eligibility criteria and level of need assessment (CALOCUS), including information from youth, parents, individuals, cross sectoral agencies, partner organizations, and other pertinent stakeholders
• Provide information to youth, families, individuals, organizations, and the public on how to apply for available community supports, fee for service options, and/or other community and government programs
• Work collaboratively with clients to co-create next steps for service
• Identify emerging crisis situations and refer to the appropriate community organization and/or mechanism
• Facilitate and maintain client records and data collection, including program statistics for the purpose of required reporting, evaluation, and or research
• Work in collaboration with other agencies, services, and community partners in furthering the functions of Access and System Navigation
• Participate with implementation work that is compliant with legislative guidelines, ROCK policies, and accreditation standards
• Identify potential barriers, successes, and future trends that will impact Access and System Navigation
• Participate in ongoing QI cycles to work towards well-defined goals that support the core agencies and system outcomes for families
• Abide by the specific requirements of Section 28 of the Occupational Health and Safety Act, as well as any further health and safety responsibilities outlined in ROCK’s policy and procedure documents
• Operationalize client safety through adhering to established policies and guidelines that ensure consistency in the delivery of quality and safe care, and by identifying and reporting any client safety incidents
• Maintain strict confidentiality and ethical standards in compliance with ROCK policies
• Other duties as may reasonably be assigned

QUALIFICATIONS

Education:

• Graduate of a recognized university or a community college program with a degree in Social Work, Child and Youth Work, or equivalent education relating to specific populations being served

Experience:

• A minimum of 3-5 years’ experience working in children and youth mental health settings
• Evidence of a theoretical framework that guides the employee’s work and is compatible with the agency’s approach
• Highly developed collaborative working style with the ability to work in a conciliatory, respectful manner within and between systems that service children, youth, and their families
• Able to demonstrate a commitment to maintaining an optimistic, solution-focused and strength-based approach
• Established working relationships with Halton community service providers is an asset

Skills:

• Excellent communication, interpersonal, and interviewing skills
• Strong organizational and time management skills
• Strong case management skills
• Ability to advocate for others
• Sound decision-making, conflict resolution, and creative problem-solving skills
• Bilingualism is an asset
• Ability to work independently and as part of a team

Requirements:

• Ability to work flexible hours according to program needs
• Proficiency in Microsoft Office programs and Mac OS operating systems with strong computer literacy skills to support real-time data entry into client information systems as well as working in a virtual environment
• Ability to travel to various sites throughout Halton Region on an as needed basis
• Current criminal reference check for ROCK with vulnerable sector search
• Commitment to a workplace environment that values all people who are part of ROCK

Our rewards ROCK, join our team and ENJOY:

🌴 Recharge: starting with paid time off, 2 weeks’ vacation and 2 additional ROCK holidays in addition to statutory holidays

📖 Learning: Professional development assistance, investing in your growth

🍎 Wellness: Discounted Good life memberships and Health Benefits

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.

Positions are located in the Halton Region and travel between sites may be required.