Navigation & Resource Coordinator (2025-546-CC)

WoodGreen Community Services; Toronto; Hybrid; CAD 50,000 - 52,000; Full time

Job summary

A community service organization in Toronto is seeking a Navigation & Resource Coordinator to provide crucial intake and service coordination within the Community Care Unit, enhancing access to social services. Responsibilities include assessing client needs, managing referrals, and collaborating with various service providers. Ideal candidates will have a diploma in Social Services and experience in community client service, alongside excellent crisis management skills. This role offers a hybrid work environment.

Benefits

Health/dental/wellness benefits

Hybrid working models

In-house training and development programs

Qualifications

• Two years experience in community services, program administration, customer/client service, telephone support.
• Experience supporting older adults with issues like dementia.
• Demonstrated experience in crisis response/intervention.

Responsibilities

• Provide intake and service coordination for Community Care programs.
• Conduct assessments and determine appropriate responses to referrals.
• Collaborate with hospitals and community service providers.

Skills

Customer service skills

Crisis de-escalation

Interpersonal skills

Organizational skills

Education

Community College Diploma in Social Services

Bachelor's degree or equivalent in related field

Tools

MS Office

Client file management software

Job description

Employment Type: (12-month Contract) Contract Salary, Bargaining Unit (1 Vacancy)

Work Hours: 35 hours/week Monday to Friday, 9am - 5 pm

Work Setting: Hybrid

Salary: External Rate: F7 - $50,162.63
Internal Rate: F8 - $51,186.35

Application Deadline: January 05, 2026 by 11:59 pm

Competition # 2025-546-CC Navigation & Resource Coordinator (2025-546-CC)

Who We Are

WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity. Visit www.woodgreen.org to learn more about who we are and to review our Equity Statement. We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.

Program Overview – Community Care, Mental Health & Addictions

The Navigation and Resource Coordinator is a member of the Community Care Unit (CCU) and reports to the Manager, Counselling and Support Services. The incumbent of the position is the first point of contact for all programs within the CCU and is responsible for providing intake and service coordination, including information, screening, supportive counseling, navigation, referral, and waitlist management. This position requires superior client service skills; comprehensive knowledge of services and programs for adults, older adults, seniors, and caregivers; and excellent organizational and administrative skills.

What You Will Do

• Respond to telephone, email, and other web-based referrals/requests for service and inquiries for information.
• Inform people about services and complete intake and registration with Community Care programs such as Meals on Wheels, Transportation, Medical Escort, Friendly Visiting, Home Support, Respite and Adult Day Program, Counseling and Support Services, Social Work, Comprehensive Care and Integration Specialist Team, etc.
• Provide clinical intake services and assess program fit based on client-eligibility criteria.
• Conduct initial screening using assessment tools and implement protocols to determine the most appropriate response to the call/referral.
• Assess risk and safety to determine the caller’s level of risk to self or others and the urgency of referral.
• Provide supportive listening, crisis de-escalation and telephone-based short-term case management services as appropriate.
• Follow-up with clients, caregivers, and/or service providers to communicate recommendations, provide referral status updates, support service navigation and referral to other resources.
• Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach.
• Complete all documentation requirements necessary for program requirements and referral processes in a timely, efficient manner.
• Maintain client waitlists and liaise with program staff to ensure seamless service initiation and transitions.
• Create, maintain, and update appropriate client records.
• Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner.
• Contribute to the development, improvement and evaluation of the service when required.
• Maintain all aspects of confidentiality relating to clients, volunteers, staff, programs, community members and community partners.
• Keep up to date on resources that can assist in supporting callers.
• Work closely and co-operatively with all referral sources.
• Follow agency protocols and procedures related to privacy and confidentiality.
• Work collaboratively with others on the team.
• Ensure that anti-oppression, community development, and harm reduction principles are achieved in the program.
• Participate in ongoing training and education as required.
• Participate in regular supervisory sessions and annual performance appraisals with the program manager.
• Perform other duties as assigned.

What You Bring to the Team

• Community College Diploma in Social Services field; Bachelor degree or equivalent in related field preferred
• Two years experience in community services, program administration, customer / client service, telephone support.

What Will Set You Apart

• Superb customer service/client relations skills and interviewing skills.
• Demonstrated service navigation, intake/triage experience and strong assessment skills.
• Demonstrated experience supporting older adults with geriatric issues such as dementia; individuals living with mental health and/or addictions issues; and caregivers.
• Experience and demonstrated ability to support clients and referral sources from diverse backgrounds and ability levels.
• Solid understanding of the intersectionality of systemic barriers and social determinants of health, including racism, discrimination, and oppression.
• Demonstrated experience in crisis response/intervention and commitment to a harm reduction approach
• Ability to stay calm during crisis situations and de-escalate frustrated individuals appropriately.
• Excellent interpersonal skills, ability to provide a helpful and approachable presence, ability to diffuse crisis and conflict through skillful communication and seeking supervisory support when needed.
• Self-directed and independent, but also experienced in working collaboratively with others
• Strong organizational skills with ability to multi-task, meet deadlines and manage competing priorities.
• Strong ability to build relationships and work with various teams.
• Exceptional organizational, administrative and clerical skills.
• Strong time management skills.
• Strong computer skills with knowledge of Internet, MS Office; client file management software.
• A thorough understanding of the resources and community services needed and accessed by WoodGreen’s client population to provide professional community information and referral.
• Experience researching and helping people to find appropriate information.
• Demonstrated ability to exercise good judgment, flexibility problem-solving and conflict management skills
• Demonstrated ability to follow policies, procedures and adherence to legislation

Why You’ll Want to Work With Us

At WoodGreen you will be part of an incredible team that does amazing things for our community.

• Benefits: Health/dental/wellness benefits and group RRSP/Pension programs, for eligible employees
• Growth: In-house training & development programs and professional development opportunities
• Rewards: Peer and organizational recognition and awards
• Flexibility: Hybrid working models, where applicable
• Diversity: Commitment to creating an inclusive organization that embraces diversity and belonging
• Community: Meaningful work in support of our communities

To Apply

Go to the WoodGreen Careers page at https://www.woodgreen.org/about-us/careers/ and click on the position(s) that you are interested in to submit your cover letter and resume and to answer a short questionnaire.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at [e-mail] of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

This public job posting uses AI-powered tools to screen, assess, or select applicants.

Are you currently employed by WoodGreen Community Services? *

Are you legally entitled to work in Canada? *

Do you have a College Diploma in Social Services field; Bachelor degree or equivalent in related field? *

How many years of experience do you have in community services, program administration, customer/client service, telephone support? *