Intake Worker

Job city: 
St. Catharines
Job region: 
Application Deadline: 
Wednesday, June 15, 2022 - 4:00pm
Job terms: 
Full-time contract


Intake Worker
37.5 hours per week - $27.06/hr (contract)
Preferred languages: Arabic or Ukrainian or Spanish
This is a contract position which will run for 6 months, with a possibility of extension

The Intake Worker is the first-point of contact with all individuals seeking service at our Centre, managing requests for service, directing the flow of traffic and providing useful information in person, on the phone and by email. The Intake Worker is a passionate professional who leads with a people-first lens, and is someone who enjoys working within a fast-paced, high volume communication organization, and demonstrates strong organization and technical skills (Google Workspace). The Intake Worker is responsible for guiding all visitors to the centre and for clients, through the process of intake, needs assessment, and information provision; while remaining calm and diplomatic.

Position Summary:

  • Provides a welcoming and inclusive environment for all clients; receives all requests for service and/or information, in-person, by phone and by email.
  • Greets all guests visiting the centre, listens attentively to service/information requests and determines the best course for the provision of care/information.
  • Performs duties as a self-directed customer service ambassador who is assertive, motivated, detailed and creative; ability to anticipate needs and initiate appropriate action.
  • Screens clients for initial assessment; identifies basic service needs, background information, preferences of language of services and determination of program eligibility.
  • Completes all intake and assessment documents, processes and procedures, to ensure all individuals seeking service are assessed for program eligibility and suitability. Determines language needs and refers clients to internal program staff based on identified needs and eligibility.
  • Creates electronic client files, scans documents and enters all information into database, adhering to established case management procedures.
  • Ensures clients participate in established processes of the organization, to ensure clients receive all available supports and services.
  • Monitors the quality of service provided by the program to ensure that the needs of clients and the general public are being met in a timely and professional manner.
  • Referrals - connect newcomers to a wide array of internal and external supports including settlement planning, language and employment/training services, child and youth supports, and volunteer and community engagement programming.
  • Assessment - determines the need for additional services, identifies emerging issues and best practices to be shared internally and externally and provides recommendations to improve existing programming.
  • Administration - prepares and submits progress and summary reports to the Intake Services Program Lead.
  • Maintains and reports statistics inline with internal, departmental and stakeholder agreements.

Required Qualifications:

  • Fluency in English, other languages that would be a strong asset: Arabic or Ukrainian or Spanish.
  • Must have post-secondary education completion in one of the following: Social Work/Services, Social Justice and Equity, Psychology or Sociology, in addition to completion of some of the following training courses: Anti-Racism and Anti-Oppression capacity building, Building Inclusive Communities, LGBTQ2S Cultural Competency, Immigrant and Refugee Mental, Crisis Prevention and Verbal De-escalation, Conflict Resolution, Prevention and Management of Aggressive Behaviour, Mental Health First Aid, Suicide Intervention, Crisis Counselling - please list in your application.
  • Experience: minimum of two years of experience in a social service organization, providing front-line, client-first care, conducting intake and needs assessment functions.

Required Skills:

  • Well-developed interpersonal, and relationship building skills and the ability to establish rapport and effective communication with clients, staff, volunteers, and agency partners.
  • Strong knowledge of the needs, issues, and resources of newcomers to Canada, experience working with multi-racial, multi-lingual immigrant communities, cultural sensitivity and ability to communicate with people from diverse cultures and backgrounds.
  • Demonstrated experience in case management and supportive counselling, with strong intake and assessment abilities and information and referral skills.
  • Ability to exercise good judgment, have strong communication, administrative, and organizational skills, and an ability to maintain a service-oriented approach to client care.
  • Ability to respond quickly to urgent situations and evolving priorities; flexible and able to work effectively with minimal supervision.
  • Advanced computer skills, utilizing all Microsoft Office and Google Workspace applications, along with ability to use virtual platforms such as Zoom, Google Meet, etc. Experience with databases is required.
  • Professional level client-facing communication skills (written, verbal, non-verbal and listening).
  • Critical thinking, ability for self-directed learning/working, collaboration strengths, effective time management skills, and the ability to maintain client data in a confidential and protected manner.
  • Excellent telephone manner and familiarity with professional office systems and procedures.
  • Ability to work within a team environment, is well-organized, able to manage change/transition, and strengths in prioritizing and multitasking.
  • Strong decision-making and problem-solving skills, along with ability to take initiative and exhibit creativity.

NFAMC embraces diversity and is committed to creating an inclusive workplace and welcomes applications from all qualified persons. Our goal is to attract and engage highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences, perspectives and skill sets. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided at any point throughout the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.

How to apply:

Deadline to apply is Wednesday June 15, 2022, by 4:00 p.m. Apply ONLY by email to:

Emily Kovacs, Executive Director, quoting “Intake Worker position” in the subject line of your email. This is a contract position which will run for 6 months, with a possibility of extension. This is an in-person position and works Monday-Friday from 8:30am-4:30pm. Start date is ASAP.

We thank all applicants for their time and interest in our organization (including those who have previously applied); however, only those selected for an interview will be contacted.

No phone, in-person or on-line inquiries please.

NFAMC remains committed to its employees and to providing a safe workplace. All candidates for employment are required to be fully vaccinated against COVID-19 and successful candidates must agree to obtain any additional vaccinations that may be required. Proof of such vaccination will be required. We will make accommodation for qualifying medical or religious exemptions.

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