Front Desk/Reception/Administrative Support

FOCUS Community Development Corporation; Wasaga Beach; On-site; CAD 32,000 - 46,000; Full time

Job summary

FOCUS Community Development Corporation in Wasaga Beach, Ontario, seeks an attentive front desk/reception/administrative support to act as the first point of contact across in-person, website, phone, and email channels. You will help route inquiries to the right staff, assist with program promotion, and support Resource Centre operations to ensure smooth service delivery.

You will contribute to a welcoming environment, maintain documentation in multiple systems, and support Employment

Responsibilities

• Greet clients and direct inquiries to appropriate staff.
• Schedule and coordinate appointments using internal systems.
• Assist clients with accessing resources and completing basic forms.
• Maintain clean, welcoming Resource Centre and up-to-date client records.

Job description

FOCUS Community Development Corporation

Reports To: Program Manager / Team Leader

Location: Town of Wasaga Beach, Wasaga Office

Position Profile:

The Front Desk / Reception / Administrative Support requires a strong commitment to exemplary, purpose-driven customer service. As the first point of contact for FOCUS on multiple channels (in-person, website, phone, email), this is a key position for the organization and requires in-depth knowledge of FOCUS’ services and referral processes to facilitate appropriate decision-making.

Reporting to the Program Manager/Team Leader, the Front Desk / Reception/ Administrative Support will be the first point of contact with FOCUS and will ensure that the inquiry is directed to the most appropriate staff person, will support other roles with administrative duties to ensure the success of the programs and will ensure the Resource area is well maintained. Help to promote relevant workshops, programs, and community support services to those we serve.

Key Performance Indicators

Customer:

All telephone calls returned in one business day(24 hours) All Voicemail returned within one business day (24 hours) All emails acknowledged within 1 business day (24 hours) Customers will receive the earliest available scheduled appointment Manage cancellation list ensuring Employment Consultants meet intake targets.

Operational Performance:

Resource Centre is appropriately maintained and welcoming. Individuals connecting to FOCUS feel welcome and receive the appropriate direction. Client case notes and required client/employer documentation for PBF Check Points are up to date on multiple platforms, including EOIS CaMS, ES Cases, Thrive, and internal tracking sheets. Maintain File Archiving Tracking Sheets.

Program Outcomes

To meet all program targets (intake numbers, outcomes, customer satisfaction, etc.) per our funding agreements. These targets will be clearly defined at the beginning of each fiscal year in consultation with the Executive Director.

Key Functions

Client Service

• 1) Greet each new client entering the resource center and meet with them for an initial orientation and service needs determination. To meet this objective, you will:
  • a) Direct clients on signing in and use of the Resource Centre.
  • b) Conduct preliminary screening of clients to establish their needs and discuss services.
  • c) Book clients into appointments with the Employment Consultant to complete the Common Assessment Tool, follow up with reminders, rebook clients.
  • d) Assist clients with the use of technology, including computers, internet, photocopier, phone, TTY, job boards, printers, accessing email, completing online applications, etc.
  • e) Utilize the Thrive platform to assist clients in creating a profile.
  • f) Familiarize clients with community resources, Better Jobs Ontario and other programming offered at FOCUS and in the community.
  • g) Make appropriate referrals to internal/external programs and services for education, training, and social services in the community.
  • h) Review organization-developed job postings and external job posting sites and cold-call employers to develop job leads for clients.
  • i) Assist employers with job postings and post jobs for employers on the FOCUS Job Board.
  • j) Ensure job postings meet regulatory requirements.
  • k) Ensure job boards are functioning properly and contribute to improvements.
  • l) Update Employment Consultants and Job Developers on new jobs posted.
  • m) Ensure employer information is added to ES Cases when posting new jobs.
• 2) Management of Resources. To meet this objective, you will:
  • n) Curate and manage up-to-date and relevant resources regarding employment, training, labour market information, occupations, career development and community services.
  • o) Maintain visual resources in the Resource Centre, including hand-outs, posters, brochures, boards and screens.
  • p) Liaise with community service organizations and referral sources to maintain knowledge of external community services.
  • q) Maintain supply levels of products commonly used by clients.
  • r) Document statistical information regarding the use of the Resource Centre.
  • s) Prepare a Labour Market Report monthly.

Job Retention

• Support clients in maintaining employment by continuing service and support for up to 12 months after they have been employed. To meet this objective, you will:
  • a) Maintain the PBF Tracking Sheet and work with Employment Consultants on connecting with Clients in the Outcome Phase.
  • b) Contact the Client via Phone, Text, or Email to verify the employment status.
  • c) Collect employment verification from clients in the form of Employer Letters, Pay stubs, and Client attestations and forward them to Data Management to upload onto ES Cases to facilitate Performance Based Funding payments at 1, 3, 6 and 12 months. Conduct Customer Service Surveys with clients as required and document all contact with clients/employers in ES Cases.
  • d) Write Job Start or Employment Outcome Attestation (SERCO Form) to have the Employment Consultant and Program Manager Sign.
  • e) Upload documentation into ES Cases and maintain case notes.
  • f) Refer clients appropriately to both internal and external programs and services.

Administrative/Organizational

• Maintain workloads appropriately and utilize effective time management techniques to ensure that clients and tasks are tended to in a timely manner. To meet this objective, you will:
  • a) Ensure data is imputed correctly into ES Cases.
  • b) Learn, utilize and maintain proficiency in software and systems required, including ES Cases, Thrive, and internal tracking systems.
  • c) Maintain in-office procedures appropriately, ensuring that all email, phone calls and text messages are responded to within 1 business day.
  • d) Follow all internal practices to protect client privacy and all client documentation.
  • e) Follow up with Clients referred to Focus via SA/TRF/RASP and SERCO Referrals in a timely manner according to Program Guidelines.
  • f) File Archiving and maintaining File Archiving Database.
  • g) Attend and participate fully in case conferencing, staff meetings, staff training, organizational planning, working groups and committees.
  • h) Follow the policies and procedures outlined in the various program guidelines and ensure that all services are provided with the standards of service maintained by FOCUS and described in our Customer Service Charter and that all services are consistent with FOCUS’ mission and values.
  • i) Maintain Lunch Coverage Schedule.
  • j) Order office supplies.
  • k) Prepare to open and close the Resource Center each day.
• Other duties as required, including going beyond the job description whenever necessary