ADMINISTRATIVE PROGRAM ASSISTANT

• ADMINISTRATIVE PROGRAM ASSISTANT – SUBSTANCE USE & MENTAL HEALTH
• FULL TIME, REGULAR POSITIONS
• SALARY RANGE: $47,187 - $50,179 INCLUDES HEALTH BENEFITS AND HOOPP (HEALTHCARE OF ONTARIO PENSION PLAN)

South Riverdale Community Health Centre is a non-profit, multi-service organization that provides primary healthcare, social, and community outreach services with an emphasis on health promotion and disease prevention primarily to people of East Toronto. Our mission is to improve the lives of people that face barriers to physical, mental, spiritual, and social well-being. We do so by meaningfully engaging our clients and communities, ensuring equitable access to primary health care and delivering quality care through a range of evidence-informed programs, services, and approaches.

This position will operate as part of the new HART Hub, an initiative of East Toronto Health Partners Ontario Health Team (ETHP OHT) led by South Riverdale Community Health Centre and St. Michael's Homes with support from various partner organizations.

This position acts as part of a multidisciplinary team, facilitating client flow and referrals through the East HART Hub and other SRCHC Substance Use & Mental Health (SUMH) programs. Responsibilities include providing program information, answering and triaging calls, inquiries, referrals, greeting and checking-in clients, booking appointments, file management using the EMR system, data entry, program material and supply ordering, and scheduling. This position requires providing services to a range of clients, including people who use drugs, people with mental health concerns, and other marginalized populations facing significant health barriers.

Working within the larger Service Administration & Quality (SAQ) team, this position will also provide back-up administrative support for the clinic and centre as a whole. This could include working at various SRCHC locations, booking appointments, communicating with clients, and responding to general inquiries.

Reception

• Provide reception services for the SUMH team, clinic, and SRCHC, including communicating with clients and answering incoming calls for staff.
• Respond to general inquiries, provide basic services to clients (e.g., TTC tokens, taxis, referrals to other agencies), and provide information to the public and other agencies regarding services.
• Schedule new intakes, follow-up appointments, make reminder phone calls, and coordinate client drop-in visits via the EMR.
• Provide backup support within the SAQ team.
• Recognize escalating situations and follow established protocols to obtain assistance and apply de-escalating techniques.

General Administrative Duties

• Respond to the administrative needs of the SUMH team and Operational Health System team providing computer work, photocopying, faxing, and filing.
• Assist with team meetings by maintaining running agendas and taking minutes.
• Ensure relevant Process Manual and workflows are followed, accurate, and up-to-date.
• Responsible for the opening and closing of the centre following procedures to ensure the security and safety of the building, staff, clients, and guests.
• Open and distribute mail accordingly.
• Support with supply organization, ordering, and tracking.
• Collaborate with program teams in the production and distribution of program material, brochures, and flyers across multiple sites.
• Enter and maintain provider EMR templates, orientation and group schedules, as well as meetings and room booking.
• Provide administrative support with time off requests and rebooking clients following established minimum coverage guidelines.
• Utilize Excel in reception and administrative tasks.

Clinical Support and Administration

• Administrative support for new referrals to SUMH programs via the EMR, email, e-referrals, fax, and phone.
• Screen client calls and make appropriate appointments for services.
• Make arrangements and referrals with external services (e.g., x-rays, ECGs, and prescription renewals) as directed.
• Intake and registration of new clients following established protocols in the EMR.
• Work collectively to manage client waitlists for SUMH programs.
• Book appointments for clients using the EMR.
• Ensure the EMR and files are accurate and current.
• Input encounter information for data collection purposes into Excel, EMR, or other tracking systems.
• Participate in all required meetings and trainings and communicate program and service updates across applicable teams.

Minimum Qualifications

• University, College, and/or medical administrative education.
• Minimum one (1) year experience as a medical secretary or administrative assistant in a clinical or social service-related environment preferred.
• Customer service training an asset.
• Conflict prevention and de-escalation training an asset.
• Knowledge of community, the health sector (including primary health care), and community health centres.
• A strong interest in issues affecting people who are homeless, living with a mental illness or substance use, and complex health needs.
• Experience working with marginalized populations, including homeless and street-involved people, current and former drug users, and sex workers an asset.
• General knowledge of Harm Reduction philosophy of care.
• Ability to assist with and help de-escalate conflicts, and confidence in asserting and maintaining strong boundaries.
• Respect for diversity, equity, and accessibility with the ability to work collaboratively and positively with others.
• Ability to work effectively independently and as part of a multi-disciplinary team in a fast-paced environment.
• Planning and task management skills.
• Ability to prioritize and multi-task with simultaneous attention to detail.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills in dealing with the public.
• Ability to assist people in a mature, friendly, and helpful manner.
• Strong organizational skills.
• Proficiency in the use of computer technology and various software applications, particularly an electronic health record.
• Ability to be flexible and a self-starter.
• Police clearance documentation will be required for employment.
• Proof of double COVID-19 vaccination status will be required for employment.

Location

Toronto, ON

How to Apply:

The deadline for applicants is Tuesday, April 22, 2025, at 12:00 p.m. (noon).

Please mail your cover letter and resume in confidence to:
The Hiring Committee - Administrative Program Assistant – SU & MH
South Riverdale Community Health Centre
955 Queen Street East
Toronto, ON M4M 3P3

No faxes, phone calls, or requests to meet please.

This is a bargaining unit position with CUPE Local 5399.

SRCHC welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

SRCHC is an equal opportunity employer. We would like to thank all those that apply, but only those selected for an interview will be contacted.

SRCHC encourages applicants who are racialized (IBPOC) and/or applicants who face any barriers as a result of systemic discrimination to apply for this position.

SRCHC encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products while at the Centre.