Client Contact Worker

  • Posted:May 13, 2024
  • Apply by:May 24, 2024
  • Job Type
  • Full Time
  • Job Level
  • Other
  • Location
  • Toronto, ON
  • Impact Area
  • Other
  • Impact Category
  • Other
  • Company Type
  • Other

About this position

DATE: May 10th, 2024
LOCATION: Toronto, ON – The Access Point
COMPENSATION: $47,864 - $50,026 Annually Prorated
CONTRACT DURATION: Until December 31st, 2024
LOFT Community Services is a unique and dynamic charitable organization that supports people living with complicated issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving approximately 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario’s largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice™ Award (NEOC) recipient.
To help fulfill its mission, LOFT is hiring a Client Contact Worker.

Job Summary

The Client Contact Worker at The Access Point is the first person to respond to clients and professionals seeking mental health support services and supportive housing.  The Client Contact person works to resolve the questions and needs of both clients and professional staff as they move through the application and intake process.  This involves answering commonly asked questions about the application and assessment process, checking people’s status on the waitlist, explaining program criteria and the intake process, updating client information as needed, booking assessment appointments, and confirming client consent.  The Client Contact person works closely with Service Navigators to ensure the warm transfer of client calls when more extensive clinical support or problem solving is required.  In this fast paced environment, the Client Contact worker provides a welcoming and supportive experience for clients and maintains a respectful, inclusive, and non-judgmental approach to their client interactions. 

The Toronto Mental Health and Addictions Access Point (The Access Point) provides one place for people who need help to access community mental health, addictions and supportive housing in Toronto.  Working in collaboration with more than 45 providers across the City, our team receives more than 7,000 new referrals each year, assessing people’s needs and matching them to the best service available through more than 17,000 virtual visits.  If you are passionate about supporting people experiencing mental health challenges our fast-paced environment offers an opportunity to engage with a diverse range of clients and to make a difference in their lives.  You will work with professionals in the homeless, mental health, hospital, addiction and supportive housing sectors as you connect people to service and help them meet their needs.  We are committed to quality improvement, staff training and a positive work environment. Join our team and be a part of a City-wide initiative that you’ll be proud of.

What You Will Do:
Client Service:

  • Part of a team answering 700-900 calls per week
  • Respond to client enquiries and complete status checks and updates to client records and files, ensure privacy and consents are up to date
  • Liaise with partner agencies and support workers to facilitate client progress through the intake and assessment process
  • Ensure the smooth transfer of calls to Service Navigators and Management
  • Provide a welcoming and supportive environment for clients by responding to client calls and in person visits
  • Fulfill reception duties such as client and visitor sign-in, notifying staff that a client has arrived for appointments, appointment booking, and meeting room set up
  • Attend to applicants who are waiting in the office and accessing their support workers as necessary
  • Provide information in person or on the phone about the application process, and client status on the waitlist
  • Process incoming fax and electronic applications
  • Monitor the appointment schedule and proactively identify and work to resolve challenges
  • Open client files, check consents, update client information and records
Access System Administration:
  • Enter all client information into The Access Point database system
  • Support The Access Point staff in setting up appointments and meetings
  • Maintain all necessary records and documentation pertaining to the coordinated access system program
  • Support data analysis duties as required
  • Maintain inventory of office supplies
  • Administrative duties as assigned by supervisor, such as distributing mail and faxes, photocopying documents, filing, updating staff contact lists, arranging for couriers, and taking out the mail
Indirect Service:
  • Maintain the privacy and confidentiality of all client information according to agency policy
  • Arrange meeting rooms for meetings, including getting food and clean up
  • Filling and emptying dishwasher
  • Submit time sheets, expense claims and other required information in accordance with agency guidelines
  • Participate in team meetings and individual supervision as requested by the supervisor
  • Identify areas for professional growth and training, in conjunction with the
  • Other duties as assigned by The Access Point Manager/Supervisor or the Executive Director
What You Bring:
Must Haves
  • Diploma in health or human services or related experience
  • 1-2 years previous related experience in an office environment with a focus on customer service and covering a wide range of general duties
  • Experience with intake services and/or in a call-based environment is an asset
  • Experience working in mental health and addictions and with people who are marginalized is an asset
  • Excellent interpersonal and communication skills
  • Sound judgement and exceptional problem-solving skills
  • Able to work in a fast paced environment and to work effectively with clinical staff and management
  • Strong orientation to customer service: able to provide information to clients, resolve client questions and concerns, and respond to client complaints in a professional and friendly manner
  • Comfortable responding to challenging situations and able to maintain a calm and supportive approach while problem solving with clients and other staff
  • Contributes to a positive work environment and a respectful and positive experience for clients
  • Knowledge of operating office equipment (including, fax, photocopier, printer)
  • Excellent organizational skills to perform assigned tasks with minimum supervision and within required deadline dates
  • Ability to maintain confidentiality of documents
  • Computer literacy including specific knowledge of the Microsoft Office suite of programs and common Internet tools;
  • Experience with client service databases and electronic mail systems
  • Excellent people and problem-solving skills to assist and support participants both on the phone and in person at the office
  • Ability to answer and direct calls from a multi-line phone system
  • Minute or note-taking ability during on-site meetings
  • Ability to work within an anti-racist, anti-oppression framework
  • Understanding of the day-to-day application of privacy and consent legislation within a mental health service environment an asset
  • Clear written communication and experience with documentation in a clinical setting
  • Understanding of cultural competency and anti-oppression framework
  • Reflective of a multi-barriered group, as serviced by the program, a strong asset  

What We Offer

  • 24/7 Employee Assistance Program
  • E-learning program available all year round
  • Starting vacation time above minimum standard,
  • Additional paid personal and paid sick days
  • Corporate Gym membership rate with GoodLife Fitness
  • Access to Perkopolis, a comprehensive corporate discount program
  • Access to unlimited DEI trainings through partnership Canadian Centre for Diversity and Inclusion
  • A chance to push your ideas from inception to execution
  • Satisfying work with a fun, energetic and supportive leader
  • An opportunity to be a change maker in an organization that reaches people that
  • often overlooked

Our Commitment to Diversity and Inclusion

LOFT Community Services is a values-driven organization with a deep belief that each person has the ability to grow and change. We value compassion, collaboration, and community delivered with dignity, innovation, and excellence. LOFT’s vision is that together, we can all live successfully in our community. Our client population reflects Ontario’s diverse community and it is LOFT’s goal to build a workforce who reflects that diversity. At LOFT, we hold the deep belief that skills and expertise can be cultivated in various ways. Therefore, even if you don't perfectly align with every listed criterion but feel you could flourish in this role, we highly encourage you to apply.

Note: All LOFT employees are required to be COVID-19 vaccinated as a condition of hire in accordance with LOFT’s Vaccination Policy; unless they are employed in or work regularly with staff who are employed in, non-client facing roles.

Note: A satisfactory vulnerable sector check (VSC) is also required.

CLOSING DATE: May 24th, 2024

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