Intake and Client Service Specialist

2 days ago

Hamilton, Canada Immigrants Working Centre Full time

**Job Summary**:
The Intake and Client Service Specialist is IWC’s specialist in customer service. They are the first contact for IWC’s diverse client base, and a strategist towards providing the highest levels of customer service in person, online and by phone. In collaboration with IWC Communications team, the Intake and Client Service Specialist uses social and multi-media as key tools in client engagement, outreach and service. As the client service specialist provides support to IWC’s various programs in communications, scheduling, documentation and administrative support, working in collaboration with the Centre’s team towards settlement and pre-employment, access and participation for Immigrants to achieve social and economic success as essential partners in Hamilton’s prosperity.

**Minimum Qualifications**:

- Social Service Worker diploma or post-secondary degree in a relevant discipline plus equivalent experience
- Oral and written fluency in English and Arabic
- Minimum 2 years experience working in a customer service position, experience in a community organization is preferred
- Experience in intake and referral processes and/or solutions-based counselling
- Demonstrated advanced digital literacy, computer and software skills and troubleshooting skills
- Demonstrated ability to plan for and deliver activities to engage participants in online services in social, community and network building activities
- Experience working with newcomers to Canada and a strong understanding of barriers to social and economic participation
- Exceptional customer service skills
- Highly organized and motivated, able to work in a fast-paced work setting and meet deadlines
- Able to make informed critical decisions independently without supervision
- Demonstrated professional written and oral communication skills

**Duties and Responsibilities**
- Perform all duties associated with fielding incoming communications for IWC's Head Office or other sites as assigned, providing accurate, up-to-date information about programs and services
- On the phone, complete informal assessment of new and existing clients' interests and needs, for the purpose of providing appropriate internal referrals to IWC's full range of services
- Work one-on-one and in family groups to complete the initial intake process for the Settlement and/or Employment Program as assigned
- Provide external referrals for newcomers and others who are not eligible for IWC's IRCC-funded services.
- Book new and existing clients for the appropriate front-line service (Information and Orientation, Needs and Asset Assessment and Referral, and Employment Services) with the appropriate staff using the shared calendar
- Support scheduling activities of the full I&O and NAARS team, maintaining shared calendars as needed.
- Perform other administrative duties associated with the smooth operation of remote, front-line Information and Orientation and Needs and Assets Assessment and Referrals programming
- Perform duties associated with effective operation of the online appointment booking system, including confirming counsellor availability, updating calendars and confirming appointments
- Provide information about IWC services via the

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