Intake Specialist, Application Screening Unit

3 weeks ago

Ottawa, Ontario, Canada City of Ottawa Full time
Job Summary

The City of Ottawa is seeking a highly skilled and detail-oriented Intake Specialist to join our Application Screening Unit. As an Intake Specialist, you will be responsible for gathering accurate and detailed information from City of Ottawa residents who are applying for programs or services delivered by the Employment and Social Services (ESS) Branch.

You will conduct telephone interviews, complete assessments based on personal and financial circumstances, determine potential eligibility for programs or services, schedule applicants for the next point of contact, render decisions of ineligibility, and refer callers to other appropriate public or community services for assistance.

You will work in a fast-paced environment, managing call volumes and operating in compliance with legislation, policy, procedures, and standards set by the province and the ESS Branch.

You will deal with a vulnerable client population who are in financial need, who may be in crisis, and/or facing other difficult situations.

You will require a strong knowledge of ESS programs and services, applicable federal, provincial, and municipal legislation, policy, and procedures, community resources, and a variety of computer programs and software.

Key Responsibilities
  • Conduct telephone interviews and gather accurate and detailed information from applicants
  • Complete assessments based on personal and financial circumstances
  • Determine potential eligibility for programs or services
  • Schedule applicants for the next point of contact
  • Render decisions of ineligibility
  • Refer callers to other appropriate public or community services for assistance
Requirements
  • Completion of Grade 12
  • Minimum of 4 years of clerical experience, of which 1 year must be in a social services or customer services field
  • Strong knowledge of ESS programs and services
  • Applicable federal, provincial, and municipal legislation, policy, and procedures
  • Community resources
  • Interviewing techniques
  • Use of a variety of computer programs and software
Competencies, Skills, and Abilities
  • Interpret, apply, and explain legislation, policy, and procedures
  • Work with people of diverse social, economic, and ethnic backgrounds
  • Deal with constant emergency, high-stress situations over the telephone
  • Conflict resolution skills (crisis)
  • Proficiency in computer and telephony skills with keyboarding skills of a minimum of 40 wpm
  • Work in a stressful and fast-paced environment
  • Communicate effectively and tactfully both orally and in writing
  • Excellent customer service approach
  • Awareness of and sensitivity to the special needs of client population
  • Effective interpersonal and organizational skills
  • Ability to make sound independent decisions and exercise discretion in decision making
  • Work both independently and as part of a team
  • Demonstrate tact, empathy, sensitivity, and discretion
  • Be responsive to the queue (meet call volume demands within response performance standard)
  • Flexible and adaptive

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