Client Navigator

HealthCaringKW; Kitchener; On-site; CAD 48,000 - 58,000; Full time

Benefits offered by this job

Vacation leave

Public holidays & sick leave

HOOPP pension plan

Extended health and dental insurance

Life, AD&D, and LTD insurance

Employee Assistance Plan

Job summary

Community Healthcaring KW invites applications for a Client Navigator to coordinate care for clients with complex social and health needs within the Primary Care team. You will lead client-centred care plans, facilitate referrals, and advocate for access to resources and services across partners in the Region of Waterloo.

The role requires evening/weekend availability, local travel, and experience in social services or health settings.

Qualifications

• Bachelor’s degree or relevant diploma in social services, social work or other relevant discipline, or an appropriate combination of education and experience.
• Eligibility or current registration in the Ontario College of Social Workers & Social Service Workers may be considered an asset.
• Prior administrative experience in a primary health care setting, or community-based health, legal or social services setting.
• Prior experience working one‑on‑one to support clients with their goals.
• Experience working effectively and sensitively with culturally, economically, and socially diverse populations, including refugees and newcomers to Canada.
• Experience working with clients with mental health and addiction issues.
• Excellent administrative and organizational skills, including attention to detail and ability to accurately complete a high volume of work
• Strong interpersonal, counseling and advocacy skills.
• Experience working effectively with culturally, economically and socially diverse clients.
• Familiarity with social service and health programs, services and systems in Kitchener and Ontario.
• Expertise in working with clients with mental health and addiction issues.
• Demonstrated ability to work independently and as an effective member of an interdisciplinary team.
• Excellent English written and oral communication skills. Second language is an asset.
• Commitment to working within a client-centered, social determinants of health framework.
• Proficiency in the use of computers and various software programs.
• Ability to work scheduled evening hours.
• Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.
• Ability to work collaboratively within a diverse team environment.
• Ability to maintain strict confidentiality and act with discretion.
• Recent experience working in a community setting and outreach preferred.
• Demonstrated ability to communicate effectively in English, both written and verbally.
• Experience with electronic health records and other databases is an asset.
• Formally trained in and practices de‑escalation techniques or willing to engage in training.
• Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.

Responsibilities

• Assist clients to reach identified health goals and navigate social service and healthcare systems to ensure supports are in place.
• Facilitate internal and external referrals.
• Facilitate non-clinical Social Prescribing referrals.
• Work with clients and assist with completion of disability forms (ODSP, OCF-3, CPP, STD/LTD) and others as required.
• Liaise with Legal Services to arrange formal appeals of negative decisions when required.
• Support with rental or housing program applications as needed.
• Assist clients with system navigation, advocacy and life-skill development.
• Work from a determinants-of-health and client-centred perspective to build clients’ capacity to work toward goals.
• Work within a social determinants of health and anti-oppression framework to improve health outcomes and reduce inequities.
• Advocate for clients to receive appropriate social service and health care.
• Consult with Health Centre staff regarding clients and assist with care plans for clients with complex needs.
• Participate in case conferences for clients’ plans of care with external agencies and services where appropriate.
• Establish and maintain knowledge of community resources and build relationships with external agencies and partners.
• Contribute to quality improvement initiatives and activities.
• Maintain confidentiality and privacy.
• Maintain up-to-date notes in Health Centre records.
• Be willing to work evenings and weekends and travel within Region of Waterloo.
• Participate in staff and team meetings and multi‑agency meetings as needed.
• Collect, analyze and report on data and participate in research as determined by Health Centre.
• Contribute to hiring, orientation and training of staff.

Job description

Community Healthcaring KW provides a broad range of services aimed at improving the health of individuals and the wider community. Our services include medical and dental care, health promotion, illness prevention and outreach programming. Our expertise and resources are focused on working with those who experience health inequities and barriers to accessing health services. Collaborating as an interdisciplinary team, we provide services and supports that address the social determinants of health including factors and barriers such as poverty, inadequate housing, food insecurity, substance use, language and culture, as well as stigma and social exclusion.

Community Healthcaring KW works with the most complex client population served by primary health care professionals within Waterloo Region. Our highly skilled and diverse team works from a strength-based approach with individual clients as well as the broader community. We collaborate with many partner agencies and organizations within Waterloo Region. Our team consists of Family Physicians, Nurse Practitioners, Registered Nurses, Social Workers, Dietitians, Chiropodists, Pharmacists, Psychiatrists, Health Promoters, Community Health Workers, Administrative Staff and Volunteers.

We invite you to consider this opportunity to join our team and contribute to this important work.

The Health Centre is currently recruiting for the following position:

Job Title: Client Navigator

Pay: $47,765.04 - $57,566.63 per annum

Full- Time, Permanent

Job Summary

As a member of the Primary Care team, the Client Navigator supports the coordination of care for Community Healthcaring KW clients with multiple complex social and health needs. This coordination includes leading the development of a client-centred care plan of existing supports as well as providing assistance to clients who experience difficulty accessing needed resources and/or navigating systems. In doing so, this role facilitates internal and external referrals, engages in problem-solving and advocacy, assists clients in developing strength based coordinated care plans and collaborates with service partners.

Responsibilities

• Assist clients to reach their identified health goals, acting as a resource to navigate social service and healthcare systems and ensuring that they have the supports they need to optimize their health and wellbeing.

• Facilitate internal and external referrals.
• Facilitate non-clinical Social Prescribing referrals.

• Work with clients and assist with completion of disability forms (ODSP, OCF-3, CPP, STD/LTD forms) and others as required.
• Liaise with Legal Services to arrange formal appeals of negative decisions when required.
• Support with rental or housing program applications as needed.

• Assist clients with system navigation, advocacy and life-skill development.
• Work from a determinants-of-health and client-centred perspective in order to assist in building clients' capacity to work toward goals.

• Work within a social determinants of health and anti-oppression framework to improve health outcomes for individual clients and/or for the development of community health and well-being, and to reduce health inequities.

• Advocate for clients to receive the appropriate social service and health care.
• Consult with, and provide information to, Health Centre staff regarding clients and assist with the development of care plans for clients with complex needs.
• Participate in case conferences for clients’ plans of care with external agencies and services where appropriate.
• Establish and maintain knowledge of community resources and build strong relationships with external agencies and partners.
• Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities
• Work in a manner that preserves confidentiality
• Maintain electronic client records according to Health Centre expectations and professional standards.
• Work during both regular and extended hours (evenings/weekends) and in locations within the Region of Waterloo with irregular hours evenings and weekends. A minimum of one evening per week will be required.
• Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals.
• Collect, analyze and report on data and relevant information and participate in research as determined by Health Centre.
• Contribute to the centre’s practices of hiring, orienting and training of staff.
• Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities.
• Work in a manner that preserves privacy and confidentiality. Be able to communicate health information to appropriate health care professionals.
• Work in a manner that ensures client safety and minimizes risk to clients, volunteers and the centre.
• Work in a manner consistent with the Health Centre vision, mission and guiding principles and adhere to all Health Centre policies.
• Work in a manner that demonstrates self-reflection and personal accountability for work performance.
• Maintain up to date, accurate notes in accordance with Health Centre policy.
• Participate in staff and team meetings and multi‑agency meetings as needed.
• Maintain a valid driver’s license, access to a reliable personal vehicle and adequate insurance for work‑related travel in accordance with Health Centre policy.
• Work in a manner consistent with the Health Centre’s policy and commitment to Diversity, Equity and Inclusion in all processes and practices.
• Participate in research as determined by the Health Centre.
• Adhere to appropriate infection control practice.
• Perform any other duties as assigned by your supervisor.

Accountability

This position reports to: Manager, Primary Care

Qualifications

• Bachelor’s degree or relevant diploma in social services, social work or other relevant discipline, or an appropriate combination of education and experience.
• Eligibility or current registration in the Ontario College of Social Workers & Social Service Workers may be considered an asset.
• Prior administrative experience in a primary health care setting, or community-based health, legal or social services setting.
• Prior experience working one‑on‑one to support clients with their goals.
• Experience working effectively and sensitively with culturally, economically, and socially diverse populations, including refugees and newcomers to Canada.
• Experience working with clients with mental health and addiction issues.
• Excellent administrative and organizational skills, including attention to detail and ability to accurately complete a high volume of work
• Strong interpersonal, counseling and advocacy skills.
• Experience working effectively with culturally, economically and socially diverse clients.
• Familiarity with social service and health programs, services and systems in Kitchener and Ontario.
• Expertise in working with clients with mental health and addiction issues.
• Demonstrated ability to work independently and as an effective member of an interdisciplinary team.
• Excellent English written and oral communication skills. Second language is an asset.
• Commitment to working within a client-centered, social determinants of health framework.
• Proficiency in the use of computers and various software programs.
• Ability to work scheduled evening hours.
• Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.
• Ability to work collaboratively within a diverse team environment.
• Ability to maintain strict confidentiality and act with discretion.
• Recent experience working in a community setting and outreach preferred.
• Demonstrated ability to communicate effectively in English, both written and verbally.
• Experience with electronic health records and other databases is an asset.
• Formally trained in and practices de‑escalation techniques or willing to engage in training.
• Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.

Hours

37.5 Hours per week

Monday/Tuesday/Thursday 9am-5pm

Wednesday 9am - 5pm or 12 pm - 8pm

Fridays 8am - 4pm

Benefit package

• Paid Vacation Leave: 3 weeks to start; 4 weeks after 1 year
• Paid Public Holidays & Sick Leave
• Defined Benefit Pension Plan (through HOOPP)
• Extended health and dental insurance
• Life, Accidental Death, and Long-Term Disability insurance
• Employee Assistance Plan

Application Deadline

September 4, 2026

The Health Centre values the diversity of its staff and welcomes applications from people of all races, ethnicity, religions, culture, sexual orientation, gender identity and those with disabilities.

Individuals with a disability requiring accommodation during the application and/or the interview process should contact [e-mail] so that suitable arrangements can be made.

Personal information submitted will only be used for the purposes of this recruitment process.

This posting is for an open position within the organization. We appreciate all expressions of interest; however, only those selected for an interview will be contacted. This is an open position.