Resource Worker

**Resource Worker (Customer Experience Specialist)
- Employment**
**Resource & Information Centre - Maternity Leave Contract**

**Location **Employment and Immigration Services - St. Catharines

**Pay **$18.50/hour

**Employment Type **12 month Contracted Full Time - 40 hours/week with YMCA Membership and Health/Dental benefits

**Placement Date **Immediately

**Why Work for the YMCA?**

As a charitable organization, the YMCA of Niagara aspires to be a great workplace, committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. Guided by our shared values - caring, health, honesty, inclusiveness, respect, and responsibility - the YMCA provides our employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through growth opportunities and great benefits, and the knowledge that their day-to-day actions have a positive impact on the health and wellbeing of the people of Niagara.

**NATURE & SCOPE**

As a division of the YMCA of Niagara, the YMCA Employment and Immigrant Services (EIS) branch delivers a myriad of employment, immigrant, and community-based programs. These programs are focused on supporting individuals living in the Niagara Region who are looking for employment, require settlement supports, need wellness and/or life skills-based programming and who are seeking to advance themselves on the financial continuum. The IES branch also serves to support employers with their recruitment and hiring needs and supports community-based agencies in their pursuit of enhancing services to our shared clients.

The Resource Worker is a member of the Employment and Immigrant Services team and will work collaboratively with team members, clients, and external partners to meet the established targets of their specific assigned program.

**RESPONSIBILITIES**:

- Collect, organize, and file hard copies/e-copies of flyers, brochures, and pamphlets of programs and services offered by government and community agencies
- Refer clients to appropriate employment services and training programs
- Conduct individual and group orientation sessions and offer general information assistance to clients and service providers
- Deliver information sessions and workshop on employment and life stabilization skills and development
- Collect information quickly and accurately from the database, internet or other sources as needed
- Participate in training and adhere to the YMCA Child Protection Policies and Procedures as established by the YMCA of Niagara
- Provide oversight to Resource and Information area including; proper use of client computers, supporting with basic office IT equipment, conducting research with clients and partners, assisting with office set-up and other arrangements for meetings
- Oversee and address any customer conflicts, inappropriate behaviours and customer complaints
- Conduct customer satisfaction calls, encourage completion of satisfaction surveys (targets based on guidelines), conduct customer care calls in support of EOES and bolstering walk-in traffic for services.
- Attain targets as laid out by contract(s) for welcomes, satisfaction scores and clients accessing assisted services
- Answer multi line phone system and direct calls as necessary
- Welcome all guest and ensure all sign-in and safety protocols are followed
- Complete all tracking reports for EOES with respect to client intake and workshop registrations
- Other duties as required

**QUALIFICATIONS**
- Post-secondary degree/diploma in Social Sciences, Education or another related field
- Must have excellent knowledge of various computer programs including word, excel, PowerPoint, navigating search engines
- Minimum 3 years customer service experience in an environment that is measured and has targets
- Strong communication and interpersonal skills
- Ability to work in stressful situations and resolve conflicts with ease
- Certification in Crisis Management or Conflict Resolution as asset
- Knowledge of community programs and services (government, community groups and agencies) in Niagara Region
- A clear and satisfactory criminal reference check inclusive of the vulnerable sector search (CRC VSS) issued for the YMCA of Niagara
- Must have valid driver’s license and a vehicle, as travel around the Niagara area may be required

**COMPETENCIES**:
**Diversity**

Appreciates that people with different opinions, backgrounds and characteristics bring a richness to the
YMCA.

**Integrity**
Demonstrates responsible behaviour at all times and maintains high ethical standards.

**Relationship Building and Collaboration**
Builds positive interactions both internally and externally to achieve work related goals.

**Self-Management**

Works independently with mínimal supervision.

**Sense of Community**
Demonstrates an awareness and understanding of community and