Client Service Navigator

JOB DESCRIPTION

POSITIONTITLE:Client Service Navigator

PROGRAM:Program Operations

COMPANY:Skills for Change

LOCATION:65 Overlea Blvd, Toronto, ON M4H 1P1

REPORTS TO: Manager – AI Upskilling & Workforce Development

CONTRACT TYPE: This is a contract position for a special project, governed by Art. 2.03 of the Collective Agreement

HOURS: 35 hours per week (Monday-Friday, Hybrid)

PAYRATE:$27.81 per hour

START DATE: 17/11/2025

END DATE: 14/05/2026

General Accountability

With over 40 years of operations, Skills for Change is a highly respected charity with a province-wide reputation for pioneering programs that respond to shifting immigration and workplace trends and lead to employment. We offer a range of accelerated programs including mentoring, employment, mental health, entrepreneurship, settlement, language training, and specialized programs for trades, women, Black communities, seniors, and youth.

Skills for Change recognizes the urgent need to provide AI skill development programs to address the challenges faced by racialized and newcomer youth, women, and other marginalized communities who experience high unemployment and underemployment despite constituting a significant portion of Canada's growing population.

This role will focus on delivering Digital and AI upskilling and support to empower underserved communities. If you are motivated to support equity-deserving communities to leverage digital learning in AI to advance their technical skills and career goals, this role is for you. The Client Service Navigator acts as a trusted guide to community members, ensuring learning opportunities are relevant and engaging, and that support is readily available.

THE IDEAL CANDIDATE HAS:

• Able to think creatively and take initiative in a fast-paced work environment.
• Familiar with artificial intelligence (AI) tools and how they can be used in everyday tasks.
• Comfortable supporting online learning and development projects that are engaging and accessible.
• Motivated by a strong sense of purpose and committed to long-term goals, even when challenges arise.
• Believes in the power of technology and social programs to create positive change.
• Enjoys working with data and understands how it can be used to improve processes and services.
• Understands the barriers faced by equity-deserving communities in accessing new technology and is committed to making learning accessible.
• Has experience working in teams within tech education, social services, non-profits, or educational settings and can apply that experience to this role.

The Client Service Navigator plays a key role in supporting participants through the AI skilling program by conducting intake, providing referrals, facilitating and coordinating training sessions, and assisting with program engagement. This position ensures a seamless participant experience while working closely with internal teams, facilitators, and community partners to remove barriers to participation.

Duties & Responsibilities

Client Intake, Referral & Support:

• Conduct intake assessments to identify client needs and recommend AI skilling programs working across all internal Skills for Change programs and external partners.
• Refer clients to appropriate workshops, training sessions, and internal/external support services.
• Provide one-on-one support to ensure participants remain engaged and successfully complete their training.
• Follow up with participants to track their progress and assist with any barriers they face in the program.
• Facilitate referrals to additional Skills for Change programs and services as needed.

Workshop & Training Facilitation:

• Facilitate AI and digital upskilling programming, including group workshops, hands-on training, and one-on-one coaching.
• Assist in organizing and setting up AI training sessions, including materials, technology, and participant lists.
• Ensure smooth registration and attendance tracking for all workshops.
• Provide digital learning support, responding to participant questions and resolving basic technical issues.
• Help participants build confidence in using emerging technologies to advance their career goals.
• Educate and advocate for AI and digital technology adoption to help participants make informed decisions.

Coordination & Scheduling:

• Work with program teams, employment services, and community partners to schedule AI training sessions.
• Ensure all logistics, materials, and session details are in place for smooth program delivery.
• Maintain regular communication with internal teams to facilitate a positive participant experience.

Data Entry & Program Documentation:

• Record attendance and track client participation in the internal database.
• Maintain accurate client records and ensure all required documentation is completed.
• Support program reporting efforts by collecting participant data and feedback.
• Stay informed on the latest AI and digital upskilling trends to enhance program delivery.

Outreach & Community Engagement:

• Recruit and outreach out to potential participants, especially newcomers, youth, and underserved communities.
• Develop participant-friendly communications to encourage engagement in AI training opportunities.
• Collaborate with community organizations to raise awareness about AI skilling programs.

Additional Responsibilities:

• Support the Manager with training development, curriculum updates, and program improvements.
• Handle additional tasks as assigned to support program success.

Qualifications & Skills:

• Diploma or post-secondary degree in education, adult learning and development, or a related field required.
• Minimum two (2) years of experience in virtual program facilitation, with flexibility to adapt delivery based on participant needs required.
• Strong understanding of AI and digital literacy, particularly as it relates to workforce development and upskilling required.
• Experience in client services, intake, training coordination, or employment support.
• Strong interpersonal communication and group facilitation skills to engage diverse participants.
• Required training in AI tools, demonstrated through completed programs or certifications, including short-term skills training (e.g., LinkedIn Learning, workshops, or professional development courses).
• Technical troubleshooting skills to support participants in online learning environments.
• Experience with data entry, record-keeping, and participant tracking for program evaluation.
• Sensitivity to the barriers faced by equity-deserving communities (e.g., newcomers, refugees, youth) and ability to provide inclusive learning support.
• Ability to communicate fluently in English, with additional language skills considered an asset.
• Proficiency in MS Office 365 suite (Outlook, Teams, SharePoint) and virtual facilitation platforms.
• Strong problem-solving, organizational, and multitasking abilities in a fast-paced environment.
• Empathetic and patient in supporting individuals with varying comfort levels in adopting new technologies.
• A team player with initiative, energy, and creativity.
• A clear mandatory vulnerable sector check is required.

Additional Info

We thank all applicants for their interest in the position; however, only those selected for an interview will be contacted.

As part of our commitment to diversity & inclusion, racial justice, and reconciliation, Skills for Change encourages applications from those who identify as Black, Indigenous, 2SLGBTQ+, Racialized, and other under-represented communities. Skills for Change offers accommodation for applicants with disabilities in each stage of the hiring process. If you are contacted regarding a job opportunity, please advise if you require accommodation. This document is available in an alternate format on request. We thank all applicants for their interest in this position however only those selected for an interview will be contacted.

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