Integrated Service Navigator

1 week ago

Waterloo, Canada Region of Waterloo Full time

**Duties/Responsibilities**:

- Dialogues and triages with clients to assess needs, ask questions to draw out and clarify further information, identify and explain options, develop individualized service plans, and direct/refer clients to appropriate internal and community resources.
- Assists to maintain client information in database systems (e.g., updates contact information, enters case notes).
- Schedules/reschedules appointments for applicants/clients with specialized staff (e.g., caseworkers).
- Receives and responds to benefit inquiries (discretionary, eyeglasses, drug/dental), per procedures or as directed. Identifies emergency needs and makes referrals to internal and community services.
- Arranges for assistive services for applicant/clients, as required.
- Records/reports complaints and escalations to management
- Processes incoming documents (via mail, general inbox). Provides documents to clients as needed (e.g., replacement T5s).
- Receives, processes, and reconciles payments from clients and issues receipts (e.g., repayments, rent). Prepares daily deposit. Distributes transit passes and keys. Issues account credits.
- Distributes social assistance cheques. Maintains security of cheques.
- Orders forms and resources. Maintains program resources (e.g., stocks forms/brochures, cleans/disinfects toys).
- Backs up other administrative staff as required.
- Performs related duties as required.

**Knowledge, Skills & Abilities Required**:

- Knowledge and understanding of client-centered and client-driven approaches to human services, including early learning and child care, housing, employment and income support, and senior’s services; and related regional, social service, and community agency resources and programs; acquired through a Grade 12 education plus 3 years of related experience or an equivalent level of education and experience (such as post-secondary education and 2 years of experience).
- Knowledge of cash handling and financial procedures.
- Knowledge of and ability to comply with corporate policies and procedures, and provincial legislation and guidelines.
- Ability to have conversations and triage with clients to assess needs, ask questions to draw out and clarify further information, identify and explain options, and direct/refer clients to appropriate internal and community resources.
- Communication and human relations skills to provide assistance and information/explanations to the public, applicants, and clients; maintain composure and patience in crisis/difficult situations; provide assistance and information to other staff, community agencies, and the public; collaborate in an integrated service environment; and participate as an effective team member.
- Ability to keep knowledge of related trends, programs, and resources current to provide relevant and effective advice and guidance to clients.
- Ability to exhibit confidentiality and discretion in handling confidential/sensitive material.
- Time management and organization skills to collect and compile information according to timelines; work independently; and adapt to changing priorities.
- Computer skills with ability to use software such as Microsoft Office, a point-of-sale terminal and financial systems, scheduling systems, and case management systems/other databases. Ability to assist clients with using technology.
- Must provide an acceptable Police Vulnerable Sector Check (Level 3).
- Ability to travel within Waterloo Region.
- Ability to support and demonstrate the Region’s values.

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