Intake & Referral Facilitator

AHC is seeking a dedicated, digitally skilled Intake & Referral Facilitator to serve as the first point of contact for newcomers accessing our programs. The ideal candidate is tech-savvy, compassionate, organized, and committed to delivering high-quality, client-centered front-line support.

Key Responsibilities

Lead AHC's Centralized Intake, Triage & Referral (Primary Responsibility)

You will be the first point of contact for AHC clients; conduct intake and rapid needs assessments, identify priority settlement needs, triage and coordinate referrals to AHC programs and external community services.

You will use digital platforms including CRMs: Apricot/iCARE, and AHC's hybrid intake system to manage appointments, track services, and maintain detailed client documentation.

What You will Do:

• Lead AHC's hybrid intake and triage system using digital platforms (CRMs-Apricot/iCARE, databases, Microsoft 365/Google and other cloud applications).

• Conduct rapid needs assessments and determine suitable service pathways.

• Facilitate warm hand-offs to Settlement Practitioners and other program staff.

• Provide crisis-informed support and emergency referrals.

• Maintain accurate, confidential client records.

Tax Clinic Intake Coordination

You will help coordinate intake and digital tracking for one of Edmonton's largest community tax clinics, supporting multi-site teams and ensuring smooth service delivery.

What You will Do:

• Coordinate multi-site tax clinic intake processes and digital tracking tools.

Deliver Settlement Support

You will provide individual and group orientations on navigating life in Canada; assist with interpretation, advocacy, and system navigation; and connect clients with community resources, peer networks, and engagement opportunities.

What You will Do:

• Deliver one-on-one and group orientations on various topics/issue including (housing, education, healthcare, rights, systems navigation etc.).

• Offer interpretation, translation, and client advocacy.

• Support community connections, engagement, and wraparound referrals.

Support Evaluation, Learning & Reporting

You will maintain accurate digital records, track client outcomes, support program evaluations, analyze trends, and contribute to narrative and statistical reports used by leadership and funders.

What You will Do:

• Complete timely digital data entry (iCARE, internal systems).

• Support evaluation activities, collect client feedback, and report trends.

• Prepare monthly statistical and narrative summaries.

Administrative Duties

• Update resource directories, forms, and client materials.

• Assist with scheduling, documentation, and internal communications.

• Ensure confidentiality and compliance with all policies.

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Key Competencies (Required)

• Digital & Computer Proficiency (CRMs-Apricot/iCARE, MS 365/Office, other cloud tools)

• Client-Centered Service Orientation. Facilitation & Coaching Skills.

• Cross-Cultural Communication & Interpersonal Skills. Adaptability & Stress Management

• Critical Thinking & Problem Solving. Accuracy, Documentation & Attention to Detail

Qualifications & Experience

• Diploma/degree in Social Work, Human Services, Community Development, or related field.

• 2+ years experience working with newcomers, refugees, or vulnerable populations and in case management, or direct newcomer services.

• Fluency in English; additional languages an asset.

• Strong organizational skills, accuracy in documentation, and the ability to multi-task in a fast-paced environment.

• Ability to work independently and collaboratively

Working Conditions & Other Requirements

• 37.5 hours per work – some evening and weekend required.
• Office Environment - In-person.
• Police Information Check including vulnerable sector check within six (6) months.
• Class 5 Driver's License with a clean driver's abstract and a reliable vehicle required as some amount of travel is required to various locations in the greater Edmonton region.

Deadline: Applications will be reviewed on a rolling basis until the position is filled.

Only shortlisted candidates will be contacted. Thank you for your interest