Intake Coordinator

Intake Coordinator - Family Navigation Project - Temporary Full-timeFamily Navigation Project (FNP) at Sunnybrook is a non-profit program providing expert navigation of the mental health and addiction service system for youth and their families residing in the Greater Toronto Area (GTA). FNP offers free services through phone and email, combining clinical and lived experience to guide youth and their families on their care pathway. We are committed to equitable hiring practices and building a team reflective of the full spectrum of diverse communities we serve. We strongly encourage applications from Black, Indigenous, and other racialized individuals, 2SLGBTQI+ persons, persons with disabilities, and others who live at the intersection of equity-deserving communities.We are currently seeking a Temporary-Full Time, Intake Coordinator to join our team. Reporting to the Program Manager, the Intake Coordinator serves as the first point of contact for youth, families, and service providers reaching out to FNP. Through timely and compassionate engagement, the Intake Coordinator will complete screening interviews, determine eligibility, triage cases, and connect clients with Navigators or community resources. In addition, the Intake Coordinator provides brief navigation services and supports service providers with service and system-related inquiries. This position requires strong communication skills, attention to detail, and the ability to respond quickly to client needs while maintaining high standards of confidentiality and professionalism.This is a meaningful opportunity to be the first supportive voice for youth and families, helping them to connect to the mental health and addiction services they need.ResponsibilitiesRespond promptly, professionally, and with compassion to phone and email requestsSchedule and conduct structured intake screening calls to assess needs and determine eligibilityOrient clients to FNP process, including confidentiality, informed consent, and data collection practicesTriage and assign eligible cases to Navigators, considering client needs and urgencyProvide information, brief navigation support, or alternate service options to ineligible clientsShare crisis service information when immediate safety concerns ariseCommunity Partnership & EngagementRepresent FNP at intake and service coordination tables across the GTASupport service providers with questions about FNP, system navigation, and resourcesGather and share up-to-date information on community programs and servicesStrengthen referral pathways and relationships with external providersAdministration & Other ProcessesManage daily intake operations, including calls, emails, and service inquiriesMaintain accurate client records in compliance with PHIPAPrepare monthly reports and track service trendsSupport development of tools, SOPs, and protocols to improve processesIdentify and help address process gaps to strengthen quality of careContribute to program development, research, evaluation and team activitiesTeam Collaboration & DevelopmentActively engage in weekly peer meetings to support shared learning and coordinated serviceContribute to staff orientation, committees, and other collaborative initiatives as requiredProvide the first-contact perspective to inform program improvements and strategic initiativesOther duties may include those needed for the ongoing growth, development, and execution of the FNP program.Qualifications/SkillsCollege diploma in Social Services, Mental Health, or Addictions (Bachelor’s degree preferred)Minimum 3 years’ experience in intake, client services, or related roles in the Mental Health and Addictions sectorProven interviewing and engagement skills; able to build trust quicklySkilled at responding sensitively to emotionally charged situationsStrong understanding of systemic barriers with demonstrated cultural competency and sensitivityKnowledge of mental health and addiction services across the GTAFluency in a second language relevant to the diverse communities across the GTA is preferredEffective verbal and written communication skillsOrganized, self-directed, and adaptable; able to work collaboratively in fast-paced settingsProficient with computerized systems; accurate documentation in compliance with PHIPAAbility to travel within the GTA for outreach, training, or community engagement (as needed)Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustriesHospitals and Health CareWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr