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Switchboard Navigator

2 weeks ago

Toronto, Canada The Neighbourhood Group Full time

The Neighbourhood Group Community Services (TNGCS) is a multi-service agency that includes Central Neighbourhood House, Neighbourhood Link Support Services and St. Stephen’s Community House

Job OPPORTUNITY Job# TNG2025-26

POSITION TITLE: Switchboard Navigator

DEPARTMENT: Operations

STATUS: Contract Full-Time, CUPE 7797

HRS / WEEK: 35

CONTRACT DATE: ASAP until April 3 2026

REPORT TO: Chief Operations Officer

HOURLY RATE: $26.98

MAJOR DUTIES:

- Responding to telephone inquiries by providing information, guidance and referral(s) to TNGCS programs and departments to address client needs
- Provide information about TNGCS programs and/or other resources for callers
- Refer clients to appropriate program/department and ensure clients are able to connect, following up as necessary
- Problem-solve with clients who are in complex situations; this may occasionally involve doing some research for clients
- Liaise with programs/departments at TNGCS regularly, including warm transfers, to offer exceptional customer service
- Work with employees throughout the organization to ensure that clients are directed to the most appropriate resource in a timely manner
- Stay current with changes to TNGCS programs and services, through information sharing with colleagues, training, website research, etc.
- Track calls using TNGCS tools to help identify needs or gaps in services, and providing a more accurate picture of client needs
- Identify gaps in service and follow TNGCS processes to communicate gaps as appropriate
- Complete reports as required
- Ensure positive communication with clients and co-workers

REQUIREMENTS & QUALIFICATIONS:
*
- High School Diploma, or equivalent experience
- Fundamental knowledge of TNGCS programs, departments, policies and procedures
- Excellent interpersonal communication skills
- Proficiency in English
- Proficiency in French; or willing to take French language classes is an asset
- Excellent computer skills to search resources.
- Proficient in MS Office Programs (Excel, Word, Teams, Outlook)
- Well-organized and able to work independently with good judgment
- Proven commitment to excellence in customer service
- Excellent assessment and problem-solving skills
- Ability to make quick decisions and remain calm under pressure
- Ability to adapt to ever-changing client and organizational needs
- Demonstrated commitment to principles of anti-oppression, equity and inclusion
- Training in non-violent crisis intervention is an asset
- Knowledge of social service landscape in Toronto is an asset

Pay: $26.98 per hour

Expected hours: 35 per week

Application question(s):

- Do you have fundamental knowledge of TNGCS programs, departments, policies and procedures?

**Experience**:

- operating a switchboard or multi-line telephone system: 2 years (preferred)

Work Location: In person