OSP Intake Worker

SJH St. Joseph's Healthcare Hamilton; Hamilton; Hybrid; CAD 72,000 - 79,000; Full time

Job summary

St. Joseph’s Healthcare Hamilton is seeking an Intake Worker for the Ontario Structured Psychotherapy (OSP) West program to support centralized screening, triage, and referral management across Ontario West.

This hybrid role combines virtual and on-site work with strong collaboration among the OSP West team and partners. You will review referrals, conduct intake interviews, manage clinical measures, and assist in safety planning while practicing anti-racist, client-centered care.

Qualifications

• Undergraduate degree in Clinical or Counselling Psychology, Social Work, Occupational Therapy or related health discipline.
• If eligible for registration, member in good standing with relevant professional college/regulatory body (e.g. Ontario College of Social Workers and Social Service Workers).
• Minimum 1–2 years experience in the mental health field.
• Experience providing culturally safe and responsive mental health services to diverse ethno-racial and cultural backgrounds is preferred.
• Experience in community-based or outpatient settings.

Responsibilities

• Receive and transcribe email, fax, and phone referrals into the e-referral system.
• Review incoming referrals for completeness and initial suitability for OSP based on eligibility criteria.
• Contact PCPs or referral sources for additional information as needed.
• Consult with OSP Intake Clinician and team for clarity on eligibility.
• Ensure appropriate client consent and maintain consent records.
• Distribute intake questionnaires and monitor completion.
• Input completed clinical measures into the measurement-based care tool.
• Provide basic counselling to distressed caller and support navigation of services.
• Maintain confidentiality and release of information per policy and law.
• Actively incorporate anti-racist, anti-oppressive practices at all care levels.
• Identify clients at risk (suicidality, self-harm) and conduct risk assessments as needed.
• Provide information about emergency resources and crisis support.
• Triage referrals for treatment within OSP or further assessment as needed.
• Schedule and coordinate intake assessments.
• Maintain timely documentation of intake status and scheduling.
• Support administrative staff with OSP-related inquiries.
• Assist program leadership with regional development projects.

Skills

Cultural safety

Screening & triage

Crisis intervention

Virtual/phone service

Communication skills

Education

Undergraduate degree in Clinical or Counselling Psychology, Social Work, Occupational Therapy or related health discipline

Job description

Position Details

Job Number: JR01916 Department: ON Structured Psychotherapy OSP Program Onetime This position may be scheduled at any of the following sites: Ontario Structured Psychotherapy (OSP) (Hamilton Downtown) Job Type: Temporary (Fixed Term), Full time Contract Duration: (If applicable) 12 months Number of Positions: 1 Union: OPSEU Local 206 Hourly Rate (Min / Max): $34.41 - $38.21 Schedule Work Days: Monday to Friday, Occasional Weekends Time of Day: Afternoons, Days, Evenings Shift: Hours - 7.5 Shift Start: (If applicable) Reason for Posting: Posting is for a new role Application Dates Opening Date: 2026-10-01 Closing Date: 2026-10-08

Position Summary

The Ontario Structured Psychotherapy (OSP) program aims to increase access to publicly funded evidence-based Cognitive Behavioural Therapy (CBT) and related approaches for Ontarians with depression anxiety and anxiety-related conditions. The Ontario Structured Psychotherapy West Region (OSP West) program is jointly operated by St. Joseph’s Healthcare Hamilton (SJHH) and St. Joseph’s Health Care London. For this position the applicant will be employed by SJHH and will be expected to support centralized screening intake triage and referral management for the OSP program across the entire Ontario West region. The OSP Intake Worker will work in collaboration with the OSP West centralized intake team and be responsible for various screening intake triage and referral management processes including: reviewing and triaging referrals for suitability for OSP (including reviewing and interpreting clinical measures) liaising with referral sources to obtain additional information when needed conducting risk assessments and safety planning as clinically indicated obtaining consent for participation in OSP completing brief telephone intake and triage interviews clinical documentation basic counselling to distressed caller basic system navigation and providing support to clinicians completing intake assessments. This is a hybrid role that provides an opportunity to work both virtually and on-site. On-site requirements will be determined based on the needs of the service and location of the applicant’s residence. SJHH and the OSP West program are committed to hiring individuals who represent the diversity of the population we serve. We strongly encourage applications from qualified candidates from all cultures Indigenous Black and racialized communities people with lived experience of mental health and/or addictions challenges people with diverse sexual and gender identities people living with disabilities and neurodivergent people. SJHH and the OSP West program strive for a diverse inclusive accessible and equitable workplace where all employees and volunteers feel valued and respected. As such it is critical that applicants possess a strong understanding of client-centered anti-racist anti-oppressive practice.

Qualifications

• Undergraduate degree in Clinical or Counselling Psychology Social Work Occupational Therapy or related health discipline.
• If eligible for registration member in good standing with relevant professional college/regulatory body (e.g. Ontario College of Social Workers and Social Service Workers)
• Position requires a minimum of 1-2 years previous experience working in the mental health field including:
• Demonstrated knowledge and practiced skills in providing culturally safe and responsive mental health services to clients of diverse ethno-racial and cultural backgrounds is preferred.
• Experience working in a community-based or outpatient setting.

Other Knowledge Skills and Competencies

• Experience with screening intake triage and referral management processes in a mental health setting.
• Experience conducting risk assessments safety planning and crisis intervention.
• Experience conducting brief intake assessments in person and by telephone.
• Familiarity with clinical self-report screener measures (e.g. PHQ-9 GAD-7 etc.).
• Knowledge of diagnostic categories and criteria as listed in the Diagnostic and Statistical Manual of Mental Disorders (DSM-5) specifically those related to depression anxiety and anxiety-related conditions.
• Basic knowledge of structured psychotherapy treatment modalities utilized with the OSP program (e.g. Cognitive Behavioural Therapy (CBT) Cognitive Processing Therapy (CPT) etc.).
• Familiarity with a stepped-care clinical model.
• Knowledge of local and provincial mental health and addictions programs/services and experience providing service navigation based on client need and program availability.
• Demonstrated knowledge of relevant sections of legislation e.g. Mental Health Act Personal Health Information Protection Act Regulated Health Professions Act Health Care Consent Act and professional standards to ensure compliance and consistency in provision of client care.
• Knowledge of emergency client care procedures as taught in Emergency First Response Crisis Intervention and fire procedures to promote coordinated and consistent practices in response to emergency events i.e. Code Blue; Code White Code Red.
• Knowledge of program and hospital policies and procedures in order to practice within the expected standards of the organization and to recognize abnormal events that may affect client care activities or safety and need to be reported to a manager in order to provide a safe environment for client and staff.
• Demonstrated knowledge and comfort with computer software to generate correspondence and input data for a variety of facility-wide tools e.g. Microsoft Office Suite electronic health records.
• Excellent verbal and written communication skills to effectively communicate with clients family members referral sources the OSP West team and wider OSP network.
• Strong interpersonal skills to develop and maintain strong working relationships with clients family members referral sources community partners and OSP West clinicians managers consultants and partners.
• Time management and organizational skills to effectively address and prioritize multiple tasks and timelines in a fast-paced environment.
• Attention to detail in collecting and documenting client and program information.
• Experience and comfort in providing services virtually and/or by telephone.
• Ability to work with clients from diverse ethno-racial and cultural backgrounds.
• Passionate about contributing to positive social change and commitment to anti-oppression and anti-racism to reduce health disparities and promote health equity.
• Fluency in French and/or proficiency in a second language is considered an asset.

Responsibilities

• Receive and transcribe email fax and phone referrals into the e-referral system.
• Review incoming referrals from primary care providers (PCPs) other healthcare/non-healthcare providers and self-referrals for completeness and initial suitability for OSP based on standardized eligibility criteria.
• Contact PCPs other healthcare/non-healthcare providers or client if further information/clarification is required to determine initial suitability for OSP.
• Consult with OSP Intake Clinician and/or other team members if initial eligibility is unclear.
• Ensure appropriate client consent(s) are received/complete (e.g. consent to email/leave voicemail etc.).
• Distribute client intake questionnaires (including clinical measures) and monitor/follow-up for completion.
• Review intake questionnaires and clinical measures for completion and suitability for OSP; note potential safety risks related to clinical measures (e.g. item 9 on PHQ-9) for follow-up.
• Input completed clinical measures into measurement-based care tool.
• Contribute to service navigation resource development and provide basic service navigation for clients deemed not suitable for OSP; communicate non-OSP service recommendations to referral source and/or client.
• Maintain accurate and timely clinical documentation of referral information and referral status as referral progresses through the screening triage and intake process.
• Provide basic counselling to distressed caller – provide reassurance support and validation
• Maintain confidentiality and release of information in accordance with hospital policies and provincial legislation.
• Actively incorporate anti-racist anti-oppressive practices and principles at all levels of care.
• Based on provided referral information (clinical documentation and clinical measure scores) identify clients who may be at increased risk of suicidality self-harm behaviours or homicide.
• Conduct risk assessments and safety planning as clinically indicated and document in the clinical chart.
• Provide information about emergency and crisis resources to clients as indicated.
• Triage referral appropriately based on urgency either for treatment within the OSP program further assessment within the OSP program (if appropriate) or connection to other community resources (e.g. crisis services).
• Maintain communication related to risk assessment and safety planning with OSP West team and other relevant healthcare providers (e.g. referral source) with client consent.
• Consult with other clinicians (intake clinicians clinical consultants clinical network lead) as needed throughout the risk assessment and safety planning process.
• Complete brief telephone intake and triage interview with client to review completed measures (if required) provide information about OSP obtain additional information about presenting problem and suitability conduct risk assessment and safety planning (as indicated) and discuss next steps (e.g. treatment plan additional assessment service navigation etc.).
• Schedule in-depth Clinical Intake and Triage Assessment (“intake assessment”) appointment with OSP Intake Clinician for clients who require additional assessment after telephone intake and triage interview.
• Communicate scheduled appointment details to client referral source and OSP Intake Clinician.
• Review and email additional clinical measures client information sheet and client consent required for completion prior to intake assessment; ensure completed documents are provided to OSP Intake Clinician.
• Maintain accurate and timely documentation related to brief telephone intake interview and scheduling.
• Support administrative assistants in receiving/responding to incoming telephone calls and emails related to the OSP West program namely those that require clinical knowledge/expertise.
• Assist the Program Manager and Network Clinical Lead on specific OSP-related projects related to the regional development of the OSP program as required.

St. Joseph’s Health System (SJHS) and its member organizations are equal opportunity employers and strives for equity, inclusiveness, and diversity in all programs, practices, facilities, and people. We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values. We thank all applicants for their interest, however, only those selected for an interview will be contacted. SJHS and its member organizations are committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process ([e-mail]). At St. Joe’s Hamilton, we believe in nurturing new talent, providing an inclusive and supportive work environment with meaningful growth opportunities, and exciting benefits and rewards. Whether you're passionate about providing compassionate care or eager to gain new skills, there’s a place here for you to grow, learn, and succeed! Dignity. Respect. Service. Justice. Responsibility. Enquiry.