Front Desk Customer Service Administrator

Monica Place, KW Counselling and Carizon Family and Community Services are planning to unify. As we begin to work more closely together, we are excited to share postings across all three organizations. The lead organization for this role is **Carizon Family and Community Services**.

Are you passionate about contributing to the community? Are you interested in working for an organization that helps families thrive by strengthening their mental health and wellbeing?

**AGENCY OVERVIEW**:
Carizon Family and Community Services helps families thrive in their communities by strengthening their mental health and wellbeing. Our vision is to inspire and facilitate Hope, Wellness, and Community through the uniquely tailored services we provide.

We deliver Children's Mental Health, Counselling, and Community Services that foster the health, skills, confidence, and resilience of every person we serve. We believe that when we help families manage life's challenges and develop strategies to move forward, we create a healthy and vibrant community for all.

**POSITION OVERVIEW**:
The Front Desk Customer Service Administrator supports Carizon’s main office (400 Queen St) and occasionally other locations across the region. This position is responsible for duties such as reception, opening and/or closing the office, client data entry and providing general administrative support. This position is responsible for greeting clients during operating hours. **This is a rotational position meaning that shifts will vary between day, evening, and weekend shifts.**

**RESPONSIBILITIES**:

- Model Carizon’s values: 1. Be your whole self, 2. Be a proud Carizon ambassador, and 3. Be relentless in your pursuit for a better tomorrow
- Work within a team structure to provide quality client care. Collaborate with colleagues and leaders to identify and quickly resolve issues, recommend new approaches to strive for best practices and documenting them for future use.
- Greet all visitors and create a warm and welcoming environment.
- Pre-screen all clients and visitors before their entrance to the building, maintain a visitor procedure for building safety along with providing key fobs to authorized individuals
- Provide excellent customer service on by appropriately answering questions and/or forwarding to other staff as necessary and following established procedures if an individual is showing signs of distress.
- Track and coordinate client flow and supervise the waiting areas
- Carry out opening and closing procedures for the agency (i.e. locking/unlocking doors, turning on/off equipment, etc.).
- Liaise with management and external providers to ensure the consistent operation of the equipment in common areas (i.e. photocopier/scanner, shredder, coffee/hot water machines, water dispenser, etc.).
- Liaise with maintenance department regarding building issues.
- Coordinate the usage and ordering of office supplies.
- Manage client files in multiple client information systems, including creating client profiles, managing program histories, uploading documents, scheduling, tracking and electronic file audits, etc. as well as follow all processes for offsite paper document storage
- Sends and responds to requests for information from external parties (including OCL requests, subpoena’s, etc.). Communicate and coordinate with other programs/sites to bring information together, review, redact, send and document.
- Participate in the orientation of new staff
- Maintain accurate and up-to-date phone lists.
- Contribute to the overall effectiveness of Carizon individual, family and group programs and promote them in a positive and professional way.
- Follow procedures in the case of an emergency (fire alarm, emergency exits, washroom alarms, 911 calls, and panic buttons) including assessing the level of risk and contacting the appropriate authorities
- To always perform work safely and in compliance with the Occupational Health and Safety Act (OHSA)

**RESPONSIBILITIES COMMON TO ALL CARIZON EMPLOYEES**:

- Demonstrate commitment to continuously improving professional excellence
- Participate in translating the Carizon vision into successful outcomes through involvement in all the processes and activities
- Ensure awareness and maintenance of best practices and standards for agency activities
- Develop and maintain positive professional relationships with others
- Incorporate and strengthen a team-based working environment that empowers staff to be collectively responsible for ensuring the agency achieves its mission
- Contribute to overall agency operations by embracing change and innovation ensuring excellence in customer service

**EDUCATION/KNOWLEDGE/EXPERIENCE**:

- College Diploma or combination of education and experience.
- 3+ years of experience in interacting with clients, preferably in the mental health/not-for-profit sector.
- Knowledge, skills and experience in general office practices.
- Familiarity with children’s services / men