Intake Coordinator - Family Navigation Project - Temporary Full-time - 2025-14821 (2025-14821)

Sunnybrook; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

A non-profit mental health organization is seeking a Temporary-Full Time Intake Coordinator to provide essential support for youth and families seeking mental health services. The role involves screening, triaging, and connecting clients with vital resources. Ideal candidates will have at least 3 years' experience in client services, strong communication skills, and a commitment to cultural competency. This position requires a college diploma in a relevant field and the ability to navigate community partnerships effectively.

Qualifications

• Minimum 3 years’ experience in intake, client services, or related roles in Mental Health and Addictions sector.
• Proven skills in responding sensitively to emotionally charged situations.
• Effective verbal and written communication skills.

Responsibilities

• Respond to phone and email requests with compassion.
• Conduct structured intake screening calls.
• Manage daily intake operations including calls and service inquiries.
• Actively engage in team meetings for coordinated service.

Skills

Interviewing skills

Cultural competency

Communication skills

Organized

Education

College diploma in Social Services or related field

Job description

Overview

Family Navigation Project (FNP) at Sunnybrook is a non-profit program providing expert navigation of the mental health and addiction service system for youth and their families residing in the Greater Toronto Area (GTA). FNP offers free services through phone and email, combining clinical and lived experience to guide youth and their families on their care pathway. We are committed to equitable hiring practices and building a team reflective of the full spectrum of diverse communities we serve. We strongly encourage applications from Black, Indigenous, and other racialized individuals, 2SLGBTQI+ persons, persons with disabilities, and others who live at the intersection of equity-deserving communities.

We are currently seeking a Temporary-Full Time, Intake Coordinator to join our team. Reporting to the Program Manager, the Intake Coordinator serves as the first point of contact for youth, families, and service providers reaching out to FNP. Through timely and compassionate engagement, the Intake Coordinator will complete screening interviews, determine eligibility, triage cases, and connect clients with Navigators or community resources. In addition, the Intake Coordinator provides brief navigation services and supports service providers with service and system-related inquiries. This position requires strong communication skills, attention to detail, and the ability to respond quickly to client needs while maintaining high standards of confidentiality and professionalism.

This is a meaningful opportunity to be the first supportive voice for youth and families, helping them to connect to the mental health and addiction services they need.

Responsibilities Include But Are Not Limited To

• Intake & Client Engagement:
  • Respond promptly, professionally, and with compassion to phone and email requests
  • Schedule and conduct structured intake screening calls to assess needs and determine eligibility
  • Orient clients to FNP process, including confidentiality, informed consent, and data collection practices
  • Triage and assign eligible cases to Navigators, considering client needs and urgency
  • Provide information, brief navigation support, or alternate service options to ineligible clients
  • Share crisis service information when immediate safety concerns arise

• Community Partnership & Engagement:
  • Represent FNP at intake and service coordination tables across the GTA
  • Support service providers with questions about FNP, system navigation, and resources
  • Gather and share up-to-date information on community programs and services
  • Strengthen referral pathways and relationships with external providers

• Administration & Other Processes:
  • Manage daily intake operations, including calls, emails, and service inquiries
  • Maintain accurate client records in compliance with PHIPA
  • Prepare monthly reports and track service trends
  • Support development of tools, SOPs, and protocols to improve processes
  • Identify and help address process gaps to strengthen quality of care
  • Contribute to program development, research, evaluation and team activities

• Team Collaboration & Development:
  • Actively engage in weekly peer meetings to support shared learning and coordinated service
  • Contribute to staff orientation, committees, and other collaborative initiatives as required
  • Provide the first-contact perspective to inform program improvements and strategic initiatives

Other duties may include those needed for the ongoing growth, development, and execution of the FNP program.

Qualifications/Skills

• College diploma in Social Services, Mental Health, or Addictions (Bachelor’s degree preferred)
• Minimum 3 years’ experience in intake, client services, or related roles in the Mental Health and Addictions sector
• Proven interviewing and engagement skills; able to build trust quickly
• Skilled at responding sensitively to emotionally charged situations
• Strong understanding of systemic barriers with demonstrated cultural competency and sensitivity
• Knowledge of mental health and addiction services across the GTA
• Fluency in a second language relevant to the diverse communities across the GTA is preferred
• Effective verbal and written communication skills
• Organized, self-directed, and adaptable; able to work collaboratively in fast-paced settings
• Proficient with computerized systems; accurate documentation in compliance with PHIPA
• Ability to travel within the GTA for outreach, training, or community engagement (as needed)