Intake and Care Navigator

Intake and Care Navigator

(Full-Time)

At Community Care Durham, coordinated networks of volunteers and inter-professional staff, working out of integrated community hubs and other locations, strive to enrich the well-being and quality of life for people who choose to live at home. As the largest community support services agency in Durham Region, CCD collaborates with its partners and the broader community to address community issues and support local citizens to achieve their goals to live independently.

Reporting to the Manager, Client Contact Centre, the Intake and Care Navigator initiates the delivery of CCD services to new clients throughout Durham Region. The Intake and Care Navigator assesses the eligibility for program services, makes referrals to partnering providers, creates service care plans through health care system navigation and remains accountable for client service provisions in adherence with all CCD policies and procedures.

Responsibilities include but are not limited to:

- Provides exceptional customer service and support while promoting CCD services to clients and prospective clients, through routine phone calls and arranging home visits;
- Taking inbound and making outbound calls to facilitate referrals for a variety of product and program offerings.
- Completes client assessments via telephone or in-home as appropriate, acts upon critical needs as necessary through ongoing assessing, planning, coordinating and risk identification of urgent care and provides information to clients on referrals and alternate community resources;
- Responds to requests for service from the Community, HPG, Fax and other referral sources;
- Develops client centered care plans through the identification of short and long-term goals; makes internal and external referrals;
- Enters client information into database;
- Assisting the contact center with inbound calls as needed;
- Researches and remains current with external healthcare supports available within the community for education and referral purposes;
- Participates in agency awareness initiatives and community events;
- Performs other duties as required.

**Qualifications required**:

- Post-secondary education in Social Services, Healthcare, or a related field
- Successful completion of relevant Regulated Health Care Professional is an asset with certification and registration in good standing with the Ontario College
- Minimum 2 - 3 years of relevant experience
- Sound knowledge of Community Support Services, care coordination and customer service
- Ability to effectively complete client assessments using RAI CHA and IAR, and Health Links Coordinated care plans is required
- Strong critical thinking and creative problem-solving skills to identify and eliminate barriers and risks
- Strong assessments skills both in-person and over the phone, with the ability to identify needs, risks and urgencies with high-risk vulnerable seniors
- Working knowledge of Alayacare database an asset
- Proficient computer skills
- Knowledge, ability and experience to provide support and services while recognizing culturally sensitivity to the needs of individual from various backgrounds and diversity
- Strong verbal and written communication skills
- Ability to work well under pressure to meet deadlines through flexibility and multitasking
- Excellent customer service, interviewing, and active listening skills
- Successful completion of Mental Health First Aid is an asset
- Flexibility to work evenings, weekends and holidays as required
- Satisfactory Police Vulnerable Sector Check
- Sensitivity to adults with needs related to aging, physical and/or mental health
- Must work in a safe manner and promote the health and safety of all staff, volunteers, clients and the community as outlined within CCD policies

**Compensation**:Starting at $50,000 annually; three (3) weeks’ vacation per year of work (pro-rated to hours worked); 9 paid (including stat) holidays, 3 float days; health, insurance, and pension benefits when eligible.
- Pay will be commensurate based on education and experience

Pay: From $50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care
- Wellness program

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

Work Location: In person

Application deadline: 2025-01-29