Client Intake Liaison - Settlement Services

YMCA of Southwestern New Brunswick; Saint John; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Professional development

Supportive environment

Paid wellness days

Uniform allowance

YMCA benefits and pension

Competitive compensation

Job summary

The YMCA of Southwestern New Brunswick is seeking a Client Intake Liaison to serve as the primary contact for prospective and existing Non-GAR clients accessing Newcomer Connections services. The role involves welcoming clients, completing intake, documenting information in CRM/iCARE, and referrals based on each client’s needs.

You will work with diverse communities, maintain accurate records, and support outreach efforts at various locations and events.

Qualifications

• Bachelor’s Degree or diploma from an accredited institution.
• Knowledge of marketing and communications.
• CRM database experience required.
• Heightened sensitivity to the needs of our immigrant community.
• Minimum of 2 years work experience in a cross-cultural environment.
• Exceptional oral and written communication skills.

Responsibilities

• Process and perform all new client intake requests and inquiries.
• Enter new intake information into CRM and iCARE data platforms.
• Ensure intake forms are completed and appropriate documents gathered and scanned to CRM.
• Develop and conduct needs assessment assets and referrals.
• Make appropriate internal and external referrals to community resources and programs for settlement-related needs.
• Create an Atlantic Immigration Program (AIP) Settlement Plan as required for AIP clients.
• Collaborate with other teams to ensure coordinated service delivery for non-GAR cases.
• Provide regular reports as requested by the Manager, Resettlement & Settlement.
• Attend staff meetings and perform other duties as assigned.

Skills

CRM experience

Communication skills

Cross-cultural experience

Volunteer experience

Fluent English

Education

Bachelor's Degree or Diploma (related field)

Tools

Salesforce

Job description

191 Churchill Blvd, Saint John, NB E2K 3E2, Canada

Job Description

The YMCA of Southwestern New Brunswick is working hard to address the critical issue’s facing the region; the health crisis, population decline, youth outmigration, and child poverty. At the Y, we are striving to build a diverse and inclusive community where each person is valued for the unique perspectives and contributions they bring.

The Y offers a diverse set of programs at 19 locations in the city and surrounding municipalities. We are a community of 450 employees and 500 volunteers. If you don’t have a Y story yet - now is your opportunity to get involved. We invite you to come to see what the power of belonging can do for you, your career, and your community.

The Client Intake Liaison serves as the primary point of contact for prospective and existing non-Government Assisted Refugee (non-GAR) clients accessing Newcomer Connections services. This position is responsible for welcoming clients, completing comprehensive intake and registration processes, gathering required documentation, conducting NAARS needs assessments, determining program eligibility, and making appropriate internal and external referrals based on each client's unique needs. The Client Intake Liaison works with individuals and families from a wide range of cultural backgrounds and immigration streams, ensuring services are delivered in a welcoming, client-centred, and culturally responsive manner. The position also provides basic orientation to available programs and services, maintains accurate client records, completes required reporting, and follows up with clients to ensure they have successfully accessed referred services and to identify any additional support needs.

The Client Intake Liaison works extensively within Salesforce CRM and iCARE, ensuring accurate and timely data entry, case documentation, service tracking, and reporting in accordance with organizational and funder requirements. The position maintains intake records and referral tracking while collaborating closely with internal programs and external community partners to ensure coordinated service delivery.

In addition to intake responsibilities, the Client Intake Liaison plays a key role in community outreach and client recruitment. This includes building relationships with local cultural communities, settlement partners, educational institutions, employers, and other community organizations to increase awareness of Newcomer Connections programs and services. The position represents the organization at community events, information sessions, newcomer fairs, and outreach opportunities at locations such as UNB, NBCC, and other community venues. Through proactive outreach and relationship building, the Client Intake Liaison supports increased access to services by identifying eligible clients, promoting available programs, and strengthening community partnerships.

CORE RESPONSIBILITIES

• Process and perform all new client intake requests and inquiries;
• Enter new intake information into CRM and iCARE data platforms;
• Ensure intake forms are completed and appropriate documents gathered and scanned to CRM;
• Develop and conduct needs assessment assets and referrals
• Make appropriate internal and external referrals to community resources and program for settlement-related needs;
• Create an Atlantic Immigration Program (AIP) Settlement Plan as required for AIP clients
• Conduct needs assessments for prospective Non-Permanent Resident clients using the standard government template;
• Ensure all resources (brochures, hand-outs, Powerpoint presentations, etc.) for clients are well stocked, current and Y brand compliant;
• Collaborate with other teams as needed for a Non-GAR reporting system for tracking client referrals and services delivered as required;
• Report all client-related activity on the iCARE database daily as needed;
• Work with the Settlement Supervisor to develop and monitor program measurement tools (evaluations) and report on effectiveness in achieving expected outcomes;
• Provide regular reports as requested by the Manager, Resettlement & Settlement;
• Submit monthly expenses within the mandated deadlines;
• Attend all staff meetings;
• Perform other duties as assigned by the General Manager, Newcomer and Community Connections.

SKILLS AND QUALIFICATIONS

• A Bachelor’s Degree, Community College diploma or similar from an accredited institution;
• Knowledge of and experience in marketing and communications;
• CRM database experience required;
• Heightened sensitivity to the needs of our immigrant community;
• A minimum of 2 years work experience in a cross-cultural environment;
• Exceptional oral and written communication skills
• Exceptional organizational and interpersonal skills
• Demonstrated success in building cross-sector relationships
• Experience as a volunteer
• Ability to work flexible hours
• Must be fluent in the English language, knowledge of other languages is a great asset.
• Knowledge of Salesforce platform is considered an asset

WHAT WE OFFER

• Professional Development: Ongoing training and skill-building opportunities.
• Supportive Environment: Work with a team that values growth and career progression.
• Paid Wellness Days and uniform allowance.
• Benefits: Eligibility to enroll in the YMCA’s benefits and pension plan.
• Competitive Compensation

INTERESTED IN JOINING US?

EQUAL OPPORTUNITY COMMITMENT

We value the unique perspectives and contributions of each individual and are committed to building an inclusive, diverse workforce.

DUTY TO ACCOMMODATE

The YMCA is committed to creating inclusive and accessible environments for all. If you require an accommodation at any stage of the application or employment process, we encourage you to let us know so we can ensure equitable opportunities for all.