Summary
Description
Position: Intake Coordinator-Admin Support Advanced Leadership Program
Department: Advanced Leadership Program
Reports: ALP Manager
Classification: Bargaining Unit position
Status: This is a 3-month full-time position until March 31, 2024, with the possibility of an extension depending on funding renewal.
Hours of work: Mon – Fri – 9:00 AM – 5:00 PM
Hourly rate: $22.24
Deadline: December 31st, 2023
About Us
Newcomer Women’s Services Toronto (NEW) is an award-winning not-for-profit, multi-service agency with operations in three Toronto locations serving 2,000+ Immigrants and Refugees annually. The agency was awarded a Non-profit Employer of Choice Award in 2020! The Canadian Non-profit Employer of Choice™ Awards (NEOC) recognizes organizations across Canada that have committed themselves to better business management practices to achieve their mission. With almost 40 years of operations, NEW delivers special programs focused on immigrant women and men empowerment, leadership and skills development, mentorship, and career advancement for immigrant and refugee clients.
About The Role
As a member of the Advanced Leadership Program, you will be involved in providing integrated employment support to all service users of Newcomer Women’s Services Toronto (NEW). The Coordinator is the first point of contact for the organization and will assist in carrying out the administrative operations for all programs in accordance with the standards set out by the organization and its funders. The Intake Coordinator is responsible for efficiently and accurately answering inquiries on the phone and in person to new and existing clients, as well as providing general information in a warm professional manner ensuring customer service satisfaction at all times. In addition, the position is responsible for providing administrative support to staff ensuring that schedules are managed and data entries are entered in a timely manner. The Coordinator is also responsible for coordinating activities related to intake, customer service and employer accounts in our database system. The role will maintain contact with clients through intake and referrals and provide administrative support including filing and ensuring that schedules and databases have accurate information and are managed efficiently. The Coordinator will notify customers of new workshops and services. As well, the incumbent will work as part of the team to manage new and dormant files. The coordinator will manage the resources in the reception by replenishing and ensuring they are current and reflect the needs of customers.
Duties & Responsibilities
- Manage the front desk at the reception answering telephone and walk-in queries, accurately and efficiently by adhering to the agency’s customer service standards.
- The standards are defined as a level of quality service that meets or exceeds the expectations of the client according to the stated accountabilities for answering all inquiries
- Support the Program staff by acting as an agency triage by assessing client needs and providing accurate internal program referrals
- Provide initial information about agency programs and services
- Book clients for Intake appointments, information sessions and workshops by collecting tombstone information to ensure appropriate service and to reduce overbooking. In addition, enter information into data management systems by collecting basic information to ensure appropriateness and for statistics
- Maintain records of transactions and contacts with clients. In addition, enter and update client profiles into the organization’s database.
- Provide clients with reminder notice to the sessions to ensure their participation.
- Assist with scheduling appointments for the Employment Counsellors, Job Developers, and other staff.
- Prepare file folders for case management and maintain an adequate supply of intake and assessment forms
- Manage the file distribution process by ensuring that files assigned for case management are reflective of available employment consultants, and that files for unavailable (vacation, sick) staff are reassigned, in order to reduce client’s wait time
- Prepare forms and enter employer and data in an error free manner and maintain the databases
- Identify and address client issues through active listening and respond in a timely manner.
- Enter placement incentive data in our database ensuring that the necessary accurate information is received from the Job Developer team in a timely manner
- Assist with mail distribution both incoming and outgoing as well as ensure adequate supply of postage stamps for prompt delivery
- Responsible for ordering office supplies and tracking inventory in an efficient way and Liaising with organizations suppliers/vendors as assigned
- Provide Intake/statistical reports in order to ensure efficiency and track progress in service delivery
- Actively listen to client issues and work with the team to address them and find resolution in a timely manner
- Assist with outreach and marketing to promote the products and services of the organization to increase awareness and attract new customers
- Ensure client satisfaction through maintaining ongoing, effective communication with clients, partners, and the community
- Submit monthly Intake activity report to the ALP Manager
- Submit weekly operational report of Intake to the ALP Manager
- Other duties/tasks might be assigned by the Manager
Team Contributions and Expectations
- Committed to the contribution toward program targets and outcomes as defined by the funders upholding the organization’s mission/vision
- Participate in training of new staff, practicum students and volunteers as required
- Attend workshops and training as recommended by NEW
- Take an active role in the upkeep of staff areas and offices
- Participate on committees as needed
Requirements
- Community College diploma in Business Administration
- 2 years’ experience in a community services environment or a related field
- Knowledge of the newcomer settlement and Employment Ontario sectors with a good understanding of challenges faced by prospective immigrants, newcomers to Canada, women, and youth
- Able to provide services and support to ensure the administrative functions of the office are running smoothly with ability to manage the front desk reception
- Knowledge of community and government services
- Organizational skills to manage and coordinate resources
- Organized and tidy to maintain efficiency in the flow of information and an aesthetically pleasing work area
- Able to work under pressure with competing demands and duties within tight timelines
- Above average working knowledge of Windows environment including Word,Excel and Outlook and the ability to provide computer troubleshooting
- Strong interpersonal skills, cultural sensitivity and awareness as well as political skills in order to interact with people from diverse backgrounds and other stakeholders
- Exceptional patience, language sensitivity, client sensitivity and mature judgment including managing confidentiality
- Well-developed communication (written and verbal) creative problem-solving skills
- Team player who is also able to take initiative
Please note All new hires must be fully vaccinated against COVID-19 as a mandatory condition of employment, subject to exemption under the Human Rights Code.
If you are interested, please submit a cover letter and resume by 11:59 PM EST December 31st, 2023 to employment1@newcomerwomen.org and quote "Intake Coordinator – ALP”, in the subject line.
Please note that as part of the screening process, candidates will be asked to do a practical skills assessment test during the interviews.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please let us know in advance and we will work with you to meet your needs.
