Intake and Client Service Specialist

Job city: 
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, April 21, 2023 - 11:45pm
Job terms: 


Rate per hour: 22.27 Hours/week: 35 Start date: Immediately

Job Summary:

The Intake and Client Service Specialist is IWC’s specialist in customer service. They are the first contact for IWC’s diverse client base, and a strategist towards providing the highest levels of customer service in person, online and by phone. In collaboration with IWC Communications team, the Intake and Client Service Specialist uses social and multi-media as key tools in client engagement, outreach and service. The client service specialist provides support to IWC’s programs as follows: communications, scheduling, documentation and administrative support. This position works in collaboration with the Centre’s teams towards facilitating settlement and employment, access and the participation of Immigrants to achieve social and economic success as essential partners in Hamilton’s prosperity.

Minimum Qualifications:

• Social Service Worker diploma or post-secondary degree in a relevant discipline plus equivalent experience
• Oral and written fluency in English and Arabic
• Minimum 2 years experience working in a customer service position, experience in a community organization is preferred
• Experience in intake and referral processes and/or solutions-based counselling
• Demonstrated advanced digital literacy, computer and software skills and troubleshooting skills
• Demonstrated ability to plan for and deliver activities to engage participants in online services in social, community and network building activities
• Experience working with newcomers to Canada and a strong understanding of barriers to social and economic participation
• Exceptional customer service skills
• Highly organized and motivated, able to work in a fast-paced work setting and meet deadlines
• Able to make informed critical decisions independently without supervision
• Demonstrated professional written and oral communication skills

Duties and Responsibilities

1. Perform all duties associated with fielding incoming communications for IWC's Head Office or other sites as assigned, providing accurate, up-to-date information about programs and services
2. On the phone, complete informal assessment of new and existing clients' interests and needs, for the purpose of providing appropriate internal referrals to IWC's full range of services
3. Work with individuals and with families to complete initial intake process for the Settlement and/or Employment Programs.
4. Provide external referrals for newcomers and others who are not eligible for IWC's IRCC-funded services.
5. Support scheduling activities of front-line counsellors including booking appointments for Information & Orientation, Needs & Assets Assessment and Referrals – NAARs; and Employment Services with the appropriate staff using the shared calendar
6. Perform other administrative duties associated with the smooth operation of remote, front-line Information and Orientation and Needs and Assets Assessment and Referrals programming
7. Perform duties associated with effective operation of the online appointment booking system, including confirming counsellor availability, updating calendars and confirming appointments
8. Provide information about IWC services via the website's chat function
9. Support the orientation, training and supervision of administrative volunteers and placement students
10. Be knowledgeable of current best practices and trends in diversity and inclusion
11. Be knowledgeable about the positions responsibilities and liabilities under the Ontario Health and Safety Act (OHSA)
12. Observe the Health and Safety Policy
13. Practice pro-active due diligence to mitigate and eliminate and/or manage risks to your health and safety
14. Report all health and safety concerns and incidents to your immediate supervisor
15. Inform the Executive Director of all occurrences or facts that are necessary for understanding matters affecting the Centre or the people involved

How to apply: 

Send a resume and cover letter to the Hiring Committee via email to

Interviews may begin before the application deadline. Interested parties are encouraged to submit applications as soon as possible.

IWC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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

IWC Hiring
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