Help Ahead Intake Worker, CPI

Children's Mental Health Ontario; Toronto; On-site; CAD 39,137 - 45,571; Full time

Benefits offered by this job

Generous paid time off

Hybrid work flexibility

Access to employee perks and discounts

Job summary

Strides Toronto is seeking a Help Ahead Intake Worker to receive and review inquiries and referrals for child and youth mental health services across multiple input channels. You will triage eligibility and route clients to Service Navigators for screening and matching with 22 partner agencies in Toronto.

You will work in a hybrid model, ensure timely responses, and maintain accurate PHI-compliant records while collaborating with cross-sector partners to facilitate coordinated care.

Qualifications

• Completion of a Degree or Diploma in a Human Services–related field (e.g., Social Work, Psychology, Child and Youth Care, Counselling, Social Service Work).
• Three years of experience working with children, youth, and families in mental-health or allied sectors.
• Strong knowledge of child and youth mental-health disorders, symptom presentation, developmental considerations, and functional impacts.
• Trained in crisis intervention, de-escalation techniques, and managing safety or high-risk situations.
• Knowledge of trauma-informed, culturally responsive, and strengths-based service approaches.
• Ability to apply a multi-systemic lens, recognizing how education, child welfare, developmental services, health, and community supports intersect with mental-health needs.
• Strong customer-service orientation with excellent interpersonal skills for engaging children, youth, caregivers, families, and service partners.
• Knowledge of platforms and tools relevant to the role (e.g., Microsoft Teams, Zoom, Microsoft Office, Cisco IP Phone, Cisco Finesse).
• Ability to work independently with sound judgment and initiative, while also collaborating effectively with service providers, cross-sectoral partners, and interdisciplinary teams to support complex cases.
• Understanding of the child and youth mental-health service sector in Toronto, including pathways, service mandates, sector partners, and community supports.

Responsibilities

• Respond to inquiries from children, youth, families, core service providers, allied sector partners and other healthcare stakeholders seeking access to child and youth mental health services.
• Inquiries are received through multiple channels, including phone, email, web-based e-referrals and fax.
• Manage incoming service inquiries through a hybrid approach that includes live telephone response and timely follow-up to voicemail messages.
• Monitor and process inquiries received through multiple channels (e-referral, email, fax, voicemail, chat and web) ensuring responses within 24 hours.
• Engage callers to identify presenting mental-health needs using information shared and professional judgement.
• Document all inquiries, intake activities, and outcomes in real time within the designated e-referral platform and client information system, ensuring accuracy, completeness, and consistency with Help Ahead standards.
• Record demographic details, presenting concerns, eligibility decisions, risk/safety information, consent status, and referral pathways using approved templates, fields, and workflows in the digital system.
• Ensure secure handling of personal health information (PHI) and compliance with agency privacy policies, PHIPA, and sector standards for electronic record keeping.
• Collaborate with Service Navigators, supervisors, and partner agencies by ensuring documentation is shared through the correct digital pathways and contains the information needed for seamless service coordination.

Skills

Interpersonal skills

Customer-service orientation

Independent work

Team collaboration

Education

Human Services-related degree or diploma

Tools

Microsoft Teams

Zoom

Microsoft Office

Cisco IP Phone

Cisco Finesse

Job description

Position Type –Full-time contract, until June 30, 2027

Hours of Work per week – 35 hours

Salary range:$28.41 to $33.08 per hour

Benefits:We offer generous group employee benefits which includes:

• Generous paid time off (Vacation, Sick days)
• Hybrid work flexibility
• Access to employee perks and discounts

Union Position – This position is represented by OPSEU local 567.

ABOUT US

Strides Toronto Support Services (“Strides Toronto”) Strides Toronto is a multi-service agency supporting infants, children, youth and young adults from birth to age 29, and their families, primarily across east Toronto. We offer community-based, residential and treatment programs—including mental health counselling, autism services, early intervention, day treatment, education, outreach and community support—using a client-centered, evidence-informed approach. Since 2015, Strides Toronto has served as Toronto’s Lead Agency for Infant, Child and Youth Mental Health, partnering with 21 core service providers to provide system leadership, citywide planning, coordinated service delivery and program alignment. Strides Toronto also leads initiatives with broader reach, includingHelp Aheadand theHOPE Strategyacross Toronto andOne Stop Talk/Parlons Maintenantand theProvincial Youth Outreach Worker Programacross Ontario.

ABOUT THE ROLE

This is an existing vacancy for a full-time contract Help Ahead Intake Worker position that receives and reviews inquiries and referrals via multiple input channels for mental health services, conducts initial triage to determine eligibility and need, and then routes appropriate clients to Service Navigators for further screening and matching to 22 partner agencies across the City of Toronto.

WHAT YOU WILL DO

• Respond to inquiries from children, youth, families, core service providers, allied sector partners and other healthcare stakeholders seeking access to child and youth mental health services. Inquiries are received through multiple channels, including phone, email, web-based e-referrals and fax.
• Manage incoming service inquiries through a hybrid approach that includes live telephone response and timely follow-up to voicemail messages.
• Monitor and process inquiries received through multiple channels (e-referral, email, fax, voicemail, chat and web) ensuring responses within 24 hours.
• Engage callers to identify presenting mental-health needs using information shared and professional judgement.
• Document all inquiries, intake activities, and outcomes in real time within the designated e-referral platform and client information system, ensuring accuracy, completeness, and consistency with Help Ahead standards.
• Record demographic details, presenting concerns, eligibility decisions, risk/safety information, consent status, and referral pathways using approved templates, fields, and workflows in the digital system.
• Ensure secure handling of personal health information (PHI) and compliance with agency privacy policies, PHIPA, and sector standards for electronic record keeping.
• Collaborate with Service Navigators, supervisors, and partner agencies by ensuring documentation is shared through the correct digital pathways and contains the information needed for seamless service coordination.

THE “MUST HAVES”

The following education, professional memberships and knowledge are a requirement for this role:

• Completion of a Degree or Diploma in a Human Services–related field (e.g., Social Work, Psychology, Child and Youth Care, Counselling, Social Service Work).
• Three years of experience working with children, youth, and families in mental-health or allied sectors.
• Strong knowledge of child and youth mental-health disorders, symptom presentation, developmental considerations, and functional impacts.
• Trained in crisis intervention, de-escalation techniques, and managing safety or high-risk situations.
• Knowledge of trauma-informed, culturally responsive, and strengths-based service approaches.
• Ability to apply a multi-systemic lens, recognizing how education, child welfare, developmental services, health, and community supports intersect with mental-health needs.
• Strong customer-service orientation with excellent interpersonal skills for engaging children, youth, caregivers, families, and service partners.
• Knowledge of platforms and tools relevant to the role (e.g., Microsoft Teams, Zoom, Microsoft Office, Cisco IP Phone, Cisco Finesse).
• Ability to work independently with sound judgment and initiative, while also collaborating effectively with service providers, cross-sectoral partners, and interdisciplinary teams to support complex cases.
• Understanding of the child and youth mental-health service sector in Toronto, including pathways, service mandates, sector partners, and community supports.

THE ‘NICE TO HAVES’

While not required, preference will be given to candidates with the following:

• Fluency in another language(s), including sign language would be an asset.
• Awareness of the role of diversity, equity, and inclusion in the workplace and within the community being served by the position.
• An understanding of Anti-Black Racism, anti-oppressive/anti-racism perspective in the context of the social determinants of health when working with clients and their families.
• Ability to recognize and identify situations where incidents of and imbalance of power and privilege may occur and can result in possible negative impacts for the client.

BEFORE STARTING WITH US

As our work puts us in direct contact with youth and vulnerable persons in our community, with health and safety as a priority,the successful candidate mustcomplete or obtain thefollowing before commencement of their employment:

• A Vulnerable Sector police check
• A positive police check does not automatically disqualify an applicant for a position with Strides Toronto. The Police Check will be reviewed and evaluated for the purpose of making a decision on suitability for employment in relation to the specific duties and responsibilities of the position being filled.

WHY JOIN OUR TEAM?

• We provide a hybrid work model.
• We provide opportunities for growth and professional development.
• We are committed to providing an equitable and inclusive environment where our diverse team members and clients can thrive.
• We have a collaborative and supportive Senior Management Team.
• We set high standards for performance, client outcomes, and implement best practices, which are demonstrated through our accreditation with the Canadian Centre for Accreditation.

Strides Toronto is an equal opportunity employer. We benefit from diversity of lived experiences in the workplace and encourage applications from qualified candidates who reflect the diversity of the communities we serve. Strides Toronto is a participant in the Government of Canada’s 50-30 Challenge, a program which challenges organizations to improve access for women and/or non-binary people and other equity-deserving groups, including those identifying as: racialized, Black, and/or people of colour, people with disabilities (including invisible and episodic disabilities), 2SLGBTQ+ and/or gender and sexually diverse individuals, and Aboriginal and/or Indigenous Peoples to increase the representation and inclusion of diverse groups within their workplace.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Strides Toronto’s own policies, requests for accommodation will be considered throughout the hiring process.