Intake Worker

Our Place Peel is a growing, community-based, non-profit charitable organization that is focused on providing shelter and outreach support for homeless and disadvantaged youth aged 16-24 in the Region of Peel. We are a leading organization recognized in the community for our commitment to providing youth in need with a safe environment and access to services to help them achieve independence and foster growth. What We Can Offer You:
- Paid Time off
- Casual Dress
- On-site parking
- Training and education allowance
- 100% employer paid benefits
- Wellness program
- Employee and Family Assistance program
- Opportunities for Growth Position Profile: The Intake Worker is responsible for providing a welcoming, safe, and supportive first point of contact for youth who are experiencing homelessness, are at immediate risk of homelessness, or require housing-related assistance. Working within a trauma-informed, youth-centered, Housing First for Youth-aligned approach, the Intake Worker responds to all inquiries for service at Our Place Peel, completes initial screenings and gathering of call data, ensures accurate and timely documentation, identifies immediate safety concerns that require timely escalation, and coordinates access to emergency shelter, diversion, homelessness prevention, and community-based supports. Role Overview: Central Intake and Initial Response
- Serve as a central point of contact for youth seeking emergency shelter, housing assistance, transitional housing access, diversion services or other supports.
- Provide timely response to inquiries and referrals by telephone, email, in person and through designated referral systems.
- Gather relevant information regarding the youth’s immediate circumstances, housing status, presenting needs and current level of risk.
- Maintain accurate call logs and wait lists, as required.
- Provide consistent, accurate, relevant, and timely information in all communications and data sets to support and inform decision-making.
- In consultation with the Diversion team, determine the urgency of each request and prioritize response based on safety, vulnerability and immediate housing needs. Screening, Assessment and Service Planning
- Initiate the Diversion Assessment process for youth seeking shelter, and gather initial information about the caller, as required per intake and triage protocol.
- Document the youth’s immediate shelter and housing needs, including where the youth stayed previously and where they may be able to safely stay that evening.
- Identify immediate risks related to violence, abuse, human trafficking, mental health, substance use, medical needs, wand other identified risk factors.
- Provide required information to prevention team as required for accurate and timely decision-making, as per youth assignment protocol. Information, Referral and Service Navigation
- Provide relevant referral information about shelter, housing, income, mental health, substance use, health, legal, education, employment, and community services to address the presenting issues of the caller
- Facilitate warm referrals whenever possible rather than only providing contact information.
- Maintain accurate records of referrals and services provided.
- Develop and maintain effective working relationships with community partners and referral sources.
- With the support of the Diversion team, maintain current knowledge of emergency shelters, transitional housing, supportive housing, rental supports, drop-in programs and other youth-serving resources. Crisis Intervention and Safety
- Respond calmly and appropriately to youth experiencing crisis, distress, conflict or heightened emotional states.
- Use de-escalation, active listening, motivational interviewing and crisis-intervention techniques.
- Provide a welcoming, respectful, non-judgmental and youth-friendly response to all individuals seeking assistance.
- Consult with supervisors or appropriate clinical, crisis or emergency services when elevated risks are identified. Documentation, Privacy and Data Management
- Create and maintain accurate, objective and timely electronic and paper records.
- Document inquiries, referrals, admissions, unsuccessful contacts, interventions, and service outcomes.
- Enter information into the organization’s client database, tracking forms, and/or homelessness-management system in accordance with established requirements.
- Protect the confidentiality, privacy and security of youth information.
- Work collaboratively with shelter staff, Diversion Workers, Case Managers, and other staff and program teams.
- Participate in shift exchanges, case consultations, team meetings, training, supervision and program-development activities.
- Maintain professional and collaborative relationships with youth, colleagues, families, community partners and referral sources.
- Follow organizational policies, collective-agreement requirements, health-and-safety practices and professional standard