Centralized Intake Lead

2 weeks ago

North Vancouver, Canada Impact North Shore - formerly North Shore Multicultural Society Full time

**Position title: Centralized Intake Lead**

**Department**:Settlement

**Program**:Settlement / Language / SWIS / Employment

**Reports to**:Manager of Settlement and Family Program

**Summary**

The Centralized Intake Team is the first contact point for the full range of services Impact North Shore offers to newcomers in Canada. The Centralized Intake Lead provides leadership to the Intake Team; identifies and assigns tasks and supports team members to ensure clients receive initial needs assessment and timely referrals to the appropriate services/programs. The Centralized Intake Lead also works closely with Services Managers and Leads to manage client service flow and monitors compliance with policies and security requirements to ensure client privacy is protected. The Centralized Intake Lead works fully on-site, monitors service quality and trends on client needs, evaluates data quality, and provides statistics and reports regularly to service managers and Senior Leadership.

**Key Responsibilities**
- Supervises the Centralized Intake Team in meeting all funder deliverables and outcomes; provides training and guidance as needed
- Develops Centralized Intake systems and procedures and creates a policy manual for Intake services. Works closely with Services Managers and Leads as is appropriate to ensure a seamless intake process
- Manages office coverage at all intake areas for staff delivering services including, basic assessment, registration, information, phone referral and support, and reception for walk-in clients
- As needed, provides direct client services, such as responding to client inquires, intake, needs and assets assessment and referrals, and service data entry in the database system
- Supervises the Centralized Intake Team to ensure client eligibility, profile and registration data are correctly captured
- Develops a volunteer pool in compliance with Impact North Shore volunteering policy to further assist the intake team and create opportunities for processes to be more effective
- Oversees service data entry onto Impact North Shore and government databases and finalizes reports as required by funders and Impact North Shore
- Assesses and responds to clients in crises / presenting with visible trauma on the phone or in person and provides immediate support, notifying others from the appropriate Impact North Shore team when a more in-depth service intervention is required
- Ensures Program Managers and Leads are aware of any significant concerns/client issues in a timely manner. Identifies and manages potential risks; completes and keeps incident reports in collaboration with Services Managers and Leads.
- Coordinates support for all Programs around translation and interpretation as required
- Attends and takes an active part in meetings including All Staff, Leadership, and Services Meetings.
- Oversees the room booking systems to ensure classes, workshops, and meetings are scheduled without conflict
- Assists with administrative tasks as needed
- Performs other duties as assigned by immediate supervisor and Senior Management

**Key Competencies**
- **Values. **Behaves consistently with clear personal values that complement Impact North Shore’s values of excellence, diversity, and respect.
- **Integrity & Ethics. **Ensures integrity in personal and organizational practices. Builds a respectful and client-centered workplace.
- **Innovation. **Thinks creatively; is open to new ideas and technologies. Is committed to developing effective and new approaches to service excellence. Is flexible and adaptable to meeting changing demands of clients, funders, and other stakeholders.
- **Accountability. **Accepts and creates a culture of accountability; fosters personal growth; takes personal ownership. Is self-aware and demonstrates a commitment to ongoing learning and continual improvement. Assesses risk and develops risk mitigation strategies.
- **Engagement. **Shows passion for the job and the mission of Impact North Shore
- **Effective Communication. **Fosters open communication, listens to others, speaks effectively, and prepares written communication so that messages are clearly understood.
- **Organized & Efficient. **Plans ahead and works in a systematic and organized way. Follows directions and procedures and ensures deliverables are meet on time and according to agreed standards.
- **Strategic Thinking. **Has a vision for the future, builds plans, and makes decisions to get there. Aligns program policy and delivery with the strategic directions of Impact North Shore. Champions organizational change.
- **Building the Organizational Team. **Recognizes that the leader alone cannot get the job done; coaches’ staff and volunteers to meet the mission of Impact North Shore. Builds successful relationships with clients, staff, volunteers, and partners.
- **Results Focused. **Action-oriented. Maximizes organizational effectiveness and sustainability. Aligns people, work, and systems to meet org

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