Intake & Engagement Specialist

Centre for Skills Development; Burlington; Hybrid; CAD 37,000 - 45,000; Full time

Job summary

Centre for Skills Development in Burlington, Ontario, is seeking an Intake & Engagement Specialist to be the first point of contact for Employment Services clients. You will provide friendly, supportive, and professional service by phone, email, and in person.

The role involves promoting services, conducting intake for Social Assistance clients, and guiding clients through the process. This is a full-time position with a hybrid schedule (4 days in the office, 1 day virtual) and annual salary of

Qualifications

• Post-secondary degree/diploma in a related field is required, certification considered an asset.
• Three or more years of experience in a similar role is preferred.
• Demonstrates professional teamwork, positive attitude and service focus.

Responsibilities

• Provide information about Employment Services by phone, in person, and via email or virtual platforms.
• Promote case-managed services, register clients, and help complete applicable forms.
• Complete Common Assessment for new clients and assign to Employment Specialists.
• Create basic Employment Action Plans and keep files active.
• Assist self-serve clients and connect them to assisted services when needed.
• Respond to referrals and track them from internal and external sources.
• Schedule client appointments and register them for workshops and events.
• Coordinate monthly calendars of events and provide reminders to registrants.
• Facilitate workshops on job search, career planning and labour market topics.
• Assist clients with employment resources and community supports.
• Engage Social Assistance clients to encourage re-engagement and meet time-frame obligations.
• Follow up after employment or moving out of active service at 3/6/9/12 months.

Skills

Customer service

Teamwork

Communication

De-escalation

Confidentiality

Multi-tasking

Education

Post-secondary degree/diploma in related field

Career Development Practitioner / Social Services Worker certification (asset)

Tools

MS Office

EOIS-CaMS

Job description

Embark on a Bright Future with Centre for Skills Development

Are you entrepreneurial, client-focused and committed to teamwork and excellence? Do you enjoy working with clients from diverse backgrounds? If you want to work for a recognized leader in career and workforce development, then consider a career with Centre for Skills Development!

Headquartered in Burlington, Ontario, with locations in Oakville, Milton and Clarkson, Centre for Skills delivers high caliber employment services, language training & settlement services, skilled trades training and literacy upgrading. Providing people with opportunities to build a better future and making a positive impact on peoples’ lives is integral to the business of Centre for Skills.

For more information, visit: centreforskills.ca.

The Opportunity

Job Number:

527

Job Title:

Intake & Engagement Specialist

Department:

Employment Services

Location:

Burlington, Milton, Oakville and Mississauga sites available

Schedule:

Monday to Friday, 8:30am - 4:30pm

4 days in the office 8:30am - 4:30pm, 1 day virtual 9:00am - 5:00pm

Hours of Work:

Full-time (35 hours/week)

Reports To:

Program Coordinator

Annual Salary:

$47,938

Reason for Vacancy:

Existing Vacancy

As the first point of contact for Employment Services (ES) clients over the phone, through email and in person, the Intake & Engagement Specialist role is focused on providing a welcoming, supportive, and professional environment for all ES clients. The Intake & Engagement Specialist explains and promotes our services to potential clients and provides the initial intake to Social Assistance clients. This position also plays a significant role in client engagement and retention once clients have started working. This role involves front desk/reception duties.

These are your responsibilities:

• Provide information about Employment Services over the phone, in-person, and via e-mail or virtual platforms.
• Actively promote our case managed services, register new clients and assist them in completing applicable forms.
• Complete Common Assessment for new clients and assign them to Employment Specialists.
• Create basic Employment Action Plans and ensure the file is active.
• Assist self-serve clients and get them connected to assisted services if needed.
• Respond to and track referrals from a variety of sources, both internally and externally.
• Prioritize tasks to meet referral timelines and schedule client appointments and /or register them in workshops and special events.
• On a rotation basis, set up monthly calendar of events and workshops for clients and provide reminders to registrants.
• Facilitate workshops and information sessions on a variety of topics related to job search, career planning, labour market research, etc. using a virtual platform or in person.
• Assist clients in accessing resources related to employment services, labour market data and community supports.
• Actively engage our clients on Social Assistance in order to register them and increase appointment follow-through, meeting time frame obligations as set out by the Service System Manager (SSM).
• Follow up with clients once they become employed or have moved out of active service at 3, 6, 9 and 12 months.
• Obtain from clients who are working, proof of employment and related documentation at 3, 6, and 12 months.
• For unemployed clients, actively re-engage them at 3, 6, 9 and/or 12 months to encourage them back into service, offering supports tailored to their unique situation.
• Manage office supplies and ensure timely ordering and replenishment as needed.
• Post job postings to our internal job board and share relevant openings with clients.
• Provide back-up coverage at any Centre for Skills sites.

What you need to bring to this job:

• Post-secondary degree/diploma in a related field. Career Development Practitioner, Social Services Worker or similar certification considered an asset
• Three or more relevant years of experience within a similar role
• History of taking a professional and cooperative teamwork approach, projecting a positive attitude and exemplifying Centre for Skills mission, vision and values
• Focused on providing outstanding customer service – outgoing, friendly, compassionate, with the ability to tailor your approach to different clients and varying levels of needs
• Strong ability to maintain appropriate professional boundaries and ensure confidentiality
• Proven comfort level de-escalating situations where clients may be acting in a negative or inappropriate manner
• Demonstrated experience working with individuals with complex barriers and a broad range of cultural backgrounds
• Experience with Motivational Interviewing, and the Common Assessment Tool are an asset
• Broad-based knowledge of Halton / Peel based community services
• Knowledge of job search techniques, career development, and issues relating to unemployment
• Self-starter who is results-oriented and self-motivated with strong attention to detail, commitment to integrity, and ability to multi-task.
• Strong administrative skills
• Highly skilled and experienced using the MS Office suite (Excel, Word, PowerPoint, Outlook)
• Experience using EOIS-CaMS is an asset