Intake & Case Aide

6 months ago

Waterloo, Canada Region of Waterloo Full time

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Description of Duties**:
Provides customer service and administrative support to clients, the public, other staff, and third parties as it relates to relevant legislation.

**Duties/Responsibilities**:

- Schedules client appointments and sends reminders. Creates and edits staff schedules based on set criteria. Receives daily attendance information from management, prepares coverage report, and reassigns appointments as required. Books interpreters. Maintains program inboxes (electronic or physical). Takes messages and forwards urgent requests.
- Provides customer service to clients. Collects/copies/uploads client information used for determining eligibility and forwards as needed.
- Prepares files and initiates/responds to/completes file transfer requests.
- Collects, enters data, searches and distributes information in provincial and municipal databases per procedures and as assigned, in support of case management.
- Provides administrative support for staff (e.g., reports, agendas, spreadsheets; minutes, correspondence; orders forms; mail; office supplies; service of office equipment; replacement T5s; and third party database requests).
- Maintains tracking sheets (e.g., food vouchers, bus tickets, phone list, attendance, contacts, caseloads) and administrative procedures (e.g., case aide manual).
- Backs up other administrative staff as assigned.
- Calculates repayments for social assistance for processing by others. Distributes bus tickets and food vouchers. Orders office supplies and forms. Prints and cancels cheques, as requested by caseworkers/Finance.
- Receives and responds to questions, schedules interviews, provides public information, and assists clients. Has contact with staff at medical and dental offices, community agencies, pharmacies, vendors and retail stores to authorize payment for service to clients and confirm eligibility. Receives and directs inquiries from other social service agencies and the Ministry. Receives and redirects calls from Police, legal and political offices, and the media. Has contact with the Registrar General, Canada Revenue Agency, multicultural centres.
- Participates to promote program initiatives as requested (e.g., events, meetings).
- Receives information from the public and enters to Provincial database that may have impact to client eligibility (e.g., fraud complaint).
- Performs related duties, as assigned.

**Knowledge, Skills & Abilities**:

- Knowledge and skill in administrative procedures and customer service, acquired through a Grade 12 education plus 3 years of related experience (or equivalent combination of education and experience).
- Knowledge of and ability to follow corporate policies and procedures, and legislation (e.g., social assistance, privacy and freedom of information).
- General knowledge of other social service, employment, and community service agencies to refer clients.
- Organizational skills to prioritize work and meet deadlines.
- Communication skills to provide assistance and information (including to clients who are in-crisis); maintain composure and patience with difficult clients; collaborate in an integrated service environment; and participate as an effective team member.
- Ability to complete forms, records, and standard letters accurately and per instructions. Ability to enter data and write concise notes in databases.
- Computer skills with ability to use software such as Microsoft Office, a document management system, scheduling systems, and provincial/other databases.
- Ability to support and demonstrate the Region’s values.

**Additional Information**:
We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate

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