Intake Specialist, Application Screening Unit

3 weeks ago

Ottawa, Canada City of Ottawa Full time

Requisition ID: 15002
Department: Community & Social Services Dept.
Service: Employment and Social Services
Employment Type: Multiple Full Time Temporary Positions, Full Time Permanent Positions and Eligibility List
Work Hours: 35 hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $61,663.42 - $72,157.54 annually (2024 rates of pay)
Location: 100 Constellation, Nepean
City: Ottawa, ON
Job Category: Community and Social Services
Application Close**:01/11/2024**

**JOB SUMMARY**
- The mandate of Employment and Social Services is to provide financial assistance, employment supports and related programs such as Ontario Works, Essential Health and Social Supports (EHSS), Child Care, Residential services and the Home Support program through four Employment and Social Services sites.-
- You are dedicated to optimum quality customer service while managing call volumes and operate in compliance with legislation, policy, procedures and standards set by the province and the ESS Branch.- You deal with a vulnerable client population who are in financial need, who may be in crisis and/or facing other difficult situations.- You require a strong knowledge of ESS programs and services, applicable federal, provincial and municipal legislation, policy and procedures, community resources and a variety of computer programs and software. You are part of the eligibility staff and as such, have a high degree of independence in performing your duties and responsibilities.**EDUCATION AND EXPERIENCE**
- Completion of Grade 12- Minimum of 4 years of clerical experience, of which 1 year must be in a social services or customer services field**KNOWLEDGE**
- Applicable federal, provincial and municipal legislation, policy, procedures and programs
- Special needs/requirements of client populations accessing programs and services delivered by the Employment and Financial Assistance (EFA) Branch
- Community resources
- Interviewing techniques
- Use of a variety of computer programs such as (Windows, Outlook and personal computer operations)
- Desirable Qualifications:
- Working knowledge of the Ontario Works Act and EFA programs and services and basic knowledge of the Ontario Disability Support Program
- Working knowledge of SAMS (Social Assistance Management System)
- Working knowledge of Contact Centre Management Software

**COMPETENCIES, SKILLS AND ABILITIES**
- Work with people of diverse social, economic and ethnic backgrounds
- Deal with constant emergency, high stress situations over the telephone
- Conflict resolution skills (crisis)
- Proficiency in computer and telephony skills with keyboarding skills of a minimum of 40 wpm
- Work in a stressful and fast-paced environment
- Communicate effectively and tactfully both orally and in writing
- Excellent customer service approach
- Awareness of and sensitivity to the special needs of client population
- Effective interpersonal and organizational skills
- Ability to make sound independent decisions and exercise discretion in decision making
- Work both independently and as part of a team
- Demonstrate tact, empathy, sensitivity and discretion
- Be responsive to the queue (meet call volume demands within response performance standard)
- Flexible and adaptive

**WHAT YOU NEED TO KNOW**
- The permanent eligibility list will be utilized to fill permanent (full time continuous) vacancies from the closing date of the competition until the opening date of the next competition.
- The temporary eligibility list will be utilized to fill full time and part time temporary vacancies for up to one year from the closing date of this competition.
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.

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