Client Intake Worker

5 months ago

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

Position title: Client Intake Worker - Farsi-Speaking
- Department Language
- Program: Language
- Reports to: Manager of Language Programs

**Summary**

The Client Intake Worker provides basic information, registration, and support to all clients contacting the Language front desk using a variety of service delivery platforms (telephone, in-person and online). Responsibilities include program intake, registration, records management, client data entry, document translation, client services, and administrative support. As the first point of contact for all Impact North Shore, LINC clients and informal language clients, the Client Intake Worker plays a key role in welcoming and onboarding clients to Impact North Shore language services. This position reports to the Manager of Language Programs and receives supervision from the management team.

**Key Responsibilities**
- Provides basic assessment, information, referral, and support using a variety of service delivery platforms.
- Assesses client eligibility for services and conducts registration, intake, waitlisting duties accordingly.
- Creates client records, conducts timely data entry (i.e. database, iCARE) in accordance with funder requirements whilst observing all privacy and confidentiality policies.
- Generates monthly client and service reports and tracks service delivery, as per funder and organizational requirements.
- Communicates with Manager and Leads, as appropriate, to resolve client issues in a timely matter.
- Reports client concerns/issues to the Manager and Leads and provides student support, as needed.
- Provides first language services, as required, to enhance the client experience, including providing document translation support.
- Participates in client outcome measurement and service promotion tasks, as assigned.
- Attends and takes an active part in departmental and all-staff meetings.
- Assists with the operational and facilities tasks, including supporting equipment maintenance; ordering and management of stationery, program supplies, and meeting refreshments; and reports on office equipment usage, as required.
- Assists with office administrative tasks, as needed.
- Perform other duties as assigned by the Manager.
- Works collaboratively with the Front Desk team to ensure sufficient coverage of the desk(s), opens up the premises and sets up services for the day, secures the building at the end of the workday.

**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.

**Minimum Qualifications**
- Ability to read, write, and speak in English and Farsi.
- High school education and courses or experience in office administration.
- 2 years’ experience in an office environment and experience in dealing with the public.
- Experience in handling routine financial documents and organizing and maintaining standard office procedures.
- Ability to function in a fast-paced environment and remain calm during periods of high demand.
- Ability to maintain focus while performing repetitive tasks.
- Ability to identify barriers to services to promote equity and inclusion for a diverse client population.
- Excellent knowledge of DocuSign, Outlook, Microsoft Office Suite (ACCESS, Excel, Word, PPT), Teams, Zoom, Moodle and ability to learn and adapt to new technologies required for excellent service delivery, as needed.
- Strong administrative, computer, office procedures, organizational ability, and attention to detail skills.
- Strong knowledge of community resources and services on the North Shore.
- Strong interpersonal, communication, and client service skills.
- Sensitivity to diverse cultural values and individual experiences.
- Ability to work a flexible schedule to support programming and service delivery needs during daytime and evening ho

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