Intake Specialist

**Victim Services of Stormont, Dundas, Glengarry and Akwesasne**

**Intake Specialist**

**Background**

Reporting to the Supervisor of Client Services, the Intake Specialist is responsible for responding to and processing all incoming agency referrals for all programs and supports. The Intake Specialist will be responsible for ongoing intake coordination/management, responding to requests for services and supports, confirming service/program eligibility and liaising with internal team members of programs as well as external community partners to ensure continuity of care for clients. The Intake Specialist will also provide backup coverage and support to service and program staff. The Intake Specialist must possess a strong understanding of victim trauma, crisis intervention, and case management.

This is a full-time, bilingual position based on 35 hours of work per week with flexible work hours which will include some evenings, weekends and on-call hours.

**Duties and Responsibilities**
- **General Client and Service Delivery**_
- Provides initial front-line support, screens for eligibility and interviews victims to assess their situation and determines the types of services required;
- Refers clients to agencies that provide financial assistance, legal aid, housing, medical treatment and other services;
- Serves as a member of an interdisciplinary team working with agency clients;
- Adheres and complies with all agency Policies and Procedures, Ministry Program Guidelines and Directives and ensures service/program eligibility criteria is met;
- Ensures a responsive and collaborative approach to calls and service/support requests from police or community partners and stakeholders;
- Coordinates and assigns cases to appropriate Service Specialists and Family Court Support Worker;
- Ensures that all client case information is entered into client case management databases;
- Collaborates with the Service Specialists and the Supervisor of Client Services to ensure equal distribution of incoming victim referrals;
- Provides telephone support and information and referrals to clients/victims calling or attending the office; and
- Serves as a “bridge” for clients until or unless file assigned is activated.
- **Community Involvement and Outreach**_
- Liaises with community agencies to provide information about Victim Services and its programs/services.
- **Program Evaluation and Improvement**_
- Participates in the development and implementation of evaluation processes;
- Collects and incorporates information gathered through the evaluation process to ensure an effective program and service delivery; and
- Contributes and participates in Team meetings with an aim of improving program service delivery, Team efficiencies and cohesiveness.
- **Administrative/Program Lead**_
- Ensures all agency Policies and Procedures and Ministry Guidelines are followed and contributes to efficiencies of the program and Team;
- Coordinates and ensures all required statistical information is collected and documented in a timely manner in the client case management databases with close attention to detail;
- Supports the Supervisors of Client Services with administrative tasks relating to the client case management databases;
- Assists in maintaining and updating resource directories and that all resource materials and service provider information is current;
- Takes messages for members of the team;
- Completes administrative tasks such as answering telephone, typing and filing correspondence, operating office equipment and computers;
- Greets volunteers and visitors entering office; and
- Completes other duties as assigned by the Supervisor of Client Services or the Executive Director.
- Possess a degree or diploma in human services field;
- Be bilingual (written, spoken) in both English and French;
- Have a minimum of two (2) years relevant work experience, preferably in program support and program/service coordination and working directly in an intake capacity with clients;
- Have direct experience collaborating with multidisciplinary teams of professionals and community partners;
- Possess sound knowledge of trauma informed practices and demonstrated ability to provide support to victims of crime and tragic circumstances with a consideration to individual, diverse and unique needs;
- Possess a demonstrated ability to respond to crisis situations and provide crisis interventions when required;
- Have excellent interpersonal, written and organizational skills;
- Possess the ability to work on multiple tasks and deadlines in a fast-paced environment;
- Possess excellent computer knowledge (Excel, Word, PowerPoint, Internet or social media); ability to design/work with spreadsheets;
- Have a favourable Vulnerable Sector Criminal Reference Check;
- Have a valid Driver’s License and access to a reliable vehicle for work purposes;
- Have the ability to maintain strict confidentiality around all issues regarding calls for service to