Information and Referral Specialist

**Position Title**: Information and Referral Specialist (Part-Time)

**Reporting to**: Manager of Newcomer Settlement

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As a member of the Newcomer Settlement Program the Information and Referral Specialist will be involved in providing social, cultural, and economic integration support to all programs users of Newcomer Women’s Services Toronto (NEW). The Information and Referral Specialist is the first point of contact for the organization.

The Information and Referral Specialist will assist in carrying out the administrative operations for the Settlement program in accordance with the standards set out by the organization and its funders.

This position will appeal to a team player who is skilled in customer service and multi-tasking in a fast-paced community-based social service agency with an emphasis on goal achievement anddelivering customer-centric service.

**ABOUT NEWCOMER WOMEN’S SERVICES TORONTO**:
The Newcomer Women’s Services Toronto (NEW) is an award winning not-for-profit charity organization that was founded by a group of Latin American refugees in 1983 with a vision of strong women building strong communities. A multi-service agency with operations in three Toronto locations serving 6000+ Immigrants and Refugees annually. The agency was awarded a Non-profit Employer of Choice Award in 2020 The Canadian Non-profit Employer of Choice Awards (NEOC) recognizes organizations across Canada that have committed themselves to better business management practices to achieve their mission. With almost 40 years of operations, NEW has been providing settlement, employment, youth programs and services, as well as English language training for newcomers and immigrants. NEW also delivers special programs focused on immigrant women empowerment, leadership and skills development, and mentorship and career advancement for immigrant and refugee women.

**DUTIES & RESPONSIBILITIES**

**ADMINISTRATIVE**:

- Operate within and ensure team adherence to a Sustainable Livelihoods Framework: The framework focuses on understanding the context that creates and perpetuates a client’s vulnerability to poverty, to support more active, strategic interventions. It focuses on a client’s assets rather than deficits. Assets can range from access to the basics of food, finances, and shelter to social networks to individual skill and knowledge to self-confidence, self-esteem, and personal resilience
- Meet customer service standards of returning calls within 24 hours
- Support different Programs staff by acting as an agency triage by assessing client need and providing accurate internal program referrals
- Process incoming and outgoing mail, courier, and facsimile materials
- Provide initial information about agency programs and services
- Assist team members to coordinate and conduct outreach activities to local community agencies, non-profit associations and other organizations to generate awareness about NEW programs and clients to ensure optimal Service Coordination
- Manage calendar and appointment bookings
- Assist in creating an annual Programs/ webinars/workshops calendar and promote our program offerings to newcomer women
- Prepare, administer and complete file intake and registration forms for our programs and clients
- Ensure client satisfaction through maintaining ongoing, effective communication with clients, partners, and the community
- Liaise with organizations suppliers/vendors as assigned
- Collaborate with colleagues across the organization to ensure seamless delivery of services to our members
- Maintain an organized and productive work environment
- Other general administrative tasks as required

**PROGRAM SUPPORT (INFORMATION AND REFERRAL)**
- Provide general direction and guidance to clients enrolled in our programs with print and online information, resources and activities that support their settlement, integration and employment
- Plan, organize and facilitate workshops and information sessions for newcomers on topics that are relevant to them based on needs assessment
- Develop settlement plans for newcomer clients
- Maintain service records and track program statistics as per funder's reporting requirements
- Meet monthly service targets as determined by the funder
- Administer intake forms for clients who sign up for our programs and for walk-in clients
- Proactively outreach to new and existing community partners
- Research, order and organize immigrant services related information and update resource centre material
- Select topics, develop information fact sheets, and ensure that information is relevant, accurate, up-to-date, and accessible
- Provide general direction and guidance to individuals and employers accessing our services with print and online information, resources, and activities
- Conduct Program screenings for relevant incoming calls, inquiries, events, and walk-ins
- Schedule, administer and assist clients to complete intake forms for booked and walk-in clients
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