Relief Service Access Unit

3 weeks ago

Toronto, Canada Family Service Toronto Full time

**Grow with us**

Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals and families destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience and stability in more just and supportive communities. We achieve this through our direct service work of intervention and prevention which includes, case management, counselling, peer support and education; knowledge building; and system-level work including social action, advocacy, community-building and working with partners to strengthen the sector.

We’re proud of our people and culture We are constantly evolving what we do and how we do it. Our work is grounded in the lived experience of the clients and the community. We celebrate diversity, equity, inclusion, and excellence. We are agile, learning and always willing to try new things.

**The Opportunity**

The Service Access Unit (SAU) at FST acts as the first point of contact for prospective clients and community members. As System Navigators, SAU staff work with people primarily over the phone or in person at our 355 Church St office to connect them to the service(s) that best meets their needs within FST and/or the wider Toronto Area.

**Key Responsibilities**
- Receiving calls and working with callers to establish the nature of service request and determine the appropriate service.
- Working with drop-in clients to establish the nature of service requests.
- Informing callers/clients of relevant FST policies.
- Registering client requests for service in client database and conducting appropriate follow-up.
- Accepting registration for group programs across Family Violence and Changing Lives Division.
- Providing information on all FST programs and/or community services and making referrals as appropriate.
- Responding to inquiries and providing up-to-date information.

**Key Qualifications**
- B.S.W. or equivalent combination of education and experience over a minimum of three years (foreign credentials and relevant experience will be considered).
- Demonstrated skill and experience in dealing respectfully and competently with clients, diverse community members and partners in a customer service role.
- Excellent interpersonal skills with a proven ability to sensitively and professionally respond to the diverse needs of clients who are first time callers, calling in crisis, repeat callers, callers who speak little or no English, etc. as well as using tact, diplomacy, and flexibility in dealing with people in a variety of roles.
- Good listening, verbal, and written communication skills.
- Demonstrated knowledge of community resources as well as the ability to absorb and retain a wide variety of unique and detailed program information.
- Strong computer skills particularly working with electronic records, contact centre software, texting, chat, Microsoft Office products as well as the ability to learn and execute simple data trend analyses from intake data.
- Demonstrated experience working effectively independently as well as part of a team in a fast-paced environment.
- Detailed-oriented, able to work accurately in an environment with many potential interruptions.
- Proven ability to manage competing demands and prioritize work within the context of multiple requests for time and assistance.
- Crisis de-escalation and conflict resolution skills and ability to set appropriate limits with others.
- Demonstrated commitment to principles of cultural humility, social justice, anti-oppression, diversity equity and inclusion.
- Satisfactory Criminal Reference Check/Vulnerable Sector Search executed within the last 12 months.

**Interested?**

Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds allowing us to benefit from a wide variety of experiences and perspectives.

We actively encourage applicants from all equity seeking groups. First Nations, Inuit, Métis, Black and People of Colour, people with disabilities, people of diverse gender expression, members of 2SLGBTQI+ communities and people with lived experience of poverty are encouraged to apply.

In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and FST’s Equity and Inclusion policy, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

We thank all applicants and will contact the individuals selected for an interview.

**Job Types**: Fixed term contract, Casual
Contract length: 12 months

**Salary**: $25.83-$31.89 per hour

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Toronto, ON M5B 0B2

Application deadline: 2023-08-11

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