Reception and Client Intake Administrator

Reception House; Kitchener; On-site; CAD 47,000 - 48,000; Full time

Job summary

Reception House is seeking a Reception and Client Intake Administrator for its Settlement team in Waterloo Region. The role involves welcoming clients, handling referrals, coordinating intake, and supporting administrative tasks to ensure smooth operations within a refugees and newcomers support context.

The position requires post-secondary education in social services or equivalent experience, English fluency, and experience with databases and Microsoft/Google suites.

Qualifications

• Post-secondary education in social services or equivalent education/experience.
• Minimum 1 year experience providing direct service to refugees and immigrants in a non-profit settlement role.
• Experience with OCMS, Salesforce and iCARE.
• Advanced proficiency in Microsoft Office Suite and Google Suite.

Responsibilities

• Greet clients, visitors, and staff professionally to foster a welcoming environment.
• Answer incoming phone calls and respond to inquiries, serving as the primary contact.
• Monitor the general Reception House email and respond promptly.
• Receive and review client referrals and ensure proper processing.
• Coordinate referrals with NAARS providers to complete assessments before case management.
• Maintain accurate settlement client files and entry into databases.
• Schedule appointments for walk-in clients and maintain an organized calendar.
• Ensure security, safety protocols, and visitor check-in/out procedures.
• Assist teams with meetings, events, and administrative tasks.
• Support office tidiness and broader administrative duties.

Skills

Data entry

Microsoft Office

Google Suite

Customer service

Time management

Communication skills

Education

Post-secondary education in social services

Tools

OCMS

Salesforce

iCARE

Job description

Job Information:

Job title: Reception and Client Intake Administrator

Department: Programs, Settlement

Reports to: Settlement Operations, Team Lead

Job type: Contract, starting immediately and ending on March 31, 2027

Hours per week: 37.5 hours/week, Monday – Friday 9am-4:30pm, less a daily unpaid ½ hour break

Location: 101 Frederick St. Office

Police background check required: Vulnerable

Language requirements: Fluency in English. Knowledge of additional language an asset (such as Arabic, Somali, Dari/Pashto, Tigrinya, French and Rohingya).

Compensation: $47,000 - $48,000 per year

Number of vacancies: 1

The role is for an existing vacancy.

About Reception House

Reception House is a non-profit, community-based organization that delivers quality settlement, integration and support services to refugees and newcomers in Waterloo Region. Since 1987, Reception House has helped thousands of refugees rebuild their lives in Canada through specialized programs and services designed to help them become established in their new communities.

We currently have an exciting opportunity for a full-time contract Reception and Client Intake Administrator on our Settlement team. The Reception and Client Intake Administrator plays a critical role in welcoming visitors and coordinating the client intake process. They are responsible for answering incoming phone calls and serving as the first point of contact for clients, service providers and visitors to the office. This role ensures client referrals and walk-ins are received, reviewed and referred to the necessary team. The Reception and Client Intake Administrator also supports overall administration of the office.

What you’ll do:

• Greet clients, visitors, and staff warmly and professionally, ensuring a welcoming environment.
• Answer incoming phone calls to the main Reception House number, responding promptly to phone inquiries or voicemails, redirecting as needed and serving as the primary point of contact.
• Monitor the general Reception House email and respond promptly or forward as necessary.
• Receive and review all client referrals, including NAARS documents from providers.
• Send referrals to NAARS providers to ensure clients complete assessments before engaging with case management services.
• Coordinate with the building landlord for facility maintenance visits, building boardroom bookings, and track the daily parking tickets.
• Collect and enter client information as needed into applicable databases as well as create, update, and maintain accurate settlement client files.
• Maintain a clean, organized, and tidy reception area and ensure meeting rooms are presentable.
• Schedule appointments for walk-in clients ensuring an organized schedule.
• Support administrative tasks as needed including data entry, maintaining records, or filing documents.
• Ensure that the office environment is secure by maintaining safety protocols and managing the visitor check-in/out procedures for an organized record of visits.
• Distribute incoming mail or deliveries as necessary.
• Ensure the reception area is child-friendly and comfortable for families.
• Assist office team members as needed in coordinating meetings with clients, donors, partners and support services, facilitating smooth communication and support.
• Assist teams in preparing for events, staff meetings, workshops, and other gatherings as needed including set up, tear down, and clean up.
• Support special projects and initiatives as needed.
• Oversee meeting room schedule to share information as needed.
• Communicate effectively in person, by phone, or via email with a diverse range of internal staff, external clients, and partners, and collaborate with the team to address and resolve various needs.
• Support general tidiness of shared office and kitchen space as needed.
• Other applicable duties and tasks as assigned.

What you’ll need:

• Completion of post-secondary education in social services, settlement or equivalent education/experience in social services, non-profit sector, or international human service fields is required.
• Minimum of 1years' experiencein providing direct service to refugees and immigrants in a non-profit settlement position is required.
• Previous experience in an administrative position, preferably in the non-profit sector is preferred.
• Demonstrated experience in maintaining a database, including data entry, analysis, and reporting.
• Knowledge or experience with OCMS, Salesforce and iCARE
• Demonstrated understanding of refugee resettlement processes and challenges faced by refugees.
• Experience working with a diverse population and knowledge of specific issues facing resettled refugees and available resources in the Waterloo Region is an asset.
• Advanced proficiency in Microsoft Office Suite and Google Suite.
• Able to maintain database information and analyse data.
• Possess strong knowledge of the local community and resources available.
• Able tohandlesensitive and confidential informationappropriately.
• Excellent time management skills with a proven ability to meet deadlines.
• High levelofactive listeningandinterpersonalcommunication skills, written and verbal, both in-person and virtual contexts.
• Highly organized and detailed orientated, with the ability to manage multiple priorities and deadlines.
• A high level of self-awareness that is sensitive to cultural and life experiences including trauma and harm.
• Excellent resourcefulness, problem solving and organization skills.
• Collaborative team player with a strong customer service focus.
• Friendly, approachable, and patientdemeanor.

Working conditions:

• Must be physically able to move freely throughout buildings and travel within community with reasonable accommodations as required.
• Extended periods of time spent sitting, working on computer using mouse and keyboard.
• Heightened risk of exposure to communicable diseases, vicarious trauma and high-stress environment.

Benefits:

At Reception House, we truly value our employees and the incredible work that they do. Some benefits we provide include;

• Employee and Family Assistance Program (EFAP)
• Staff appreciation events
• Wellness initiatives

Reception House Waterloo Region welcomes and encourages applications from people with disabilities, visible minorities, Indigenous peoples, and individuals from all equity-seeking groups. We will accommodate candidates partaking in the recruitment process upon request. If you require a disability-related accommodation during this process, please contact us at [e-mail].

We are committed to providing clear and equitable compensation information. The compensation posted reflects the expected pay for this role at the time of posting and may be adjusted based on experience, internal equity, and market conditions.