Bilingual Administrative Assistant

**Grow with us**

Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals, families and communities destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience, stability and equity.

We achieve this through our understanding of poverty and the harmful effects of marginalization, discrimination and oppression. We direct our energies to support individuals and families in our core service areas - community counselling and mental health, gender-based violence and developmental disabilities. At the same time, we work to influence policy, build knowledge, strengthen communities and advocate for system change.

We’re proud of our people and culture We are constantly evolving what we do and how we do it. Our work is grounded in the lived experience of the clients and the community. We celebrate diversity, equity, inclusion, and excellence. We are agile, learning and always willing to try new things.

**The Opportunity**

Reporting to the Passport Manager, Building Inclusive Communities (BIC), the Administrative Assistant, Building Inclusive Communities is the first point of contact for all clients, suppliers and visitors when they contact Family Service Toronto’s Developmental Service teams (Options, Person-Directed Planning, Passport, PassportONE and Operations), either by phone or in person. Working closely with the Passport Manager and other Administrative Assistants this role will maintain a professional office environment and will ensure that office administrative processes function smoothly. We are committed to developing a service team that reflects the diversity of the population who live and work in the City of Toronto.

**Responsibilities**
- Responsible for greeting, welcoming and directing all visitors and callers in a professional, respectful, effective and courteous manner, both in English and in French
- Responds to distressed clients, provides reassurance and informs them of options for assistance and/or involves the program duty day staff person or a manager
- Ensures client and FST confidentiality is maintained
- Creates and updates client records in electronic client databases
- Records team meeting minutes
- Types and edits prepared letters, reports, case summaries, memos, etc., as required
- Provides training and technical support for team’s use of Docushare and electronic client databases
- Provides training and technical support for phones, desktop/laptop, printer/photocopiers and shredders; including the coordination of technicians as necessary
- Assists in monitoring data quality in electronic client databases in collaboration with the Passport Manager
- Reviews tasks in DSCIS database and other required information and assists in checking consistency of entries
- Liaises with the DSCIS support team to resolve any tickets submitted
- Prepare letters for waitlisted and funded clients
- Assists with the development of monthly and quarterly MCSS reports
- Coordinates the online storage process, including: the provision of training and support to temp staff who scan documents; Excel formatting to create file name library; verification of file library on Docushare
- Coordinates health and safety repairs, adjusts workstations, and sources ‘parts’ as needed
- Performs electronic client databases testing to support software development.

**Qualifications**
- One to two years community college or a combination of education and experience in a relevant field
- One to three years of experience in reception and administrative functions
- Must be bilingual in English and French
- Demonstrated skill in a customer service role
- Ability to sensitively and professionally respond to the needs of clients who are first time callers, are calling in crisis, are repeat callers, etc. and the ability to maintain client and organizational confidentiality
- Initiative and ability to manage competing demands and set priorities
- Good verbal and written communication skills
- Proficient computer skills (e.g., skills using Microsoft Word, Excel, PowerPoint Outlook, Access and CRM)
- Accurate, 60 wpm typing skills
- Tact, diplomacy and flexibility in dealing with people in a variety of roles
- Ability to work as part of a team in a diverse environment
- Ability to work in and contribute to an environment which respects the human rights, dignity and worth of all individuals
- Ability to work accurately with strong attention to detail in an environment with many potential interruptions
- Demonstrated commitment to principles of social justice, equity, inclusion, cultural competency
- Ability to work flexible hours (e.g., one evening per week)
- Familiarity with smartphone functionality and ability to troubleshoot issues
- Familiarity with the functionality of various types of hardware, including phones, desktop/laptop computers, printer/photocopiers and shredders
- Experience creating