Support Coordinator, Intake (FACT)

Canadian-Mental-Health-Associatio; Kitchener; On-site; CAD 46,000 - 56,000; Full time

Benefits offered by this job

HOOPP pension plan

Career development opportunities

Job summary

CMHA Waterloo Wellington is seeking a dedicated Support Coordinator, Intake (FACT) based at 55 King St. W. Kitchener. This regular full-time role (35 hours/week, Monday–Friday, 9am–5pm) involves triage, intake assessments, and collaboration with partners to determine client needs and services.

The role provides short-term, recovery-oriented support for adults with serious mental health and addiction challenges, with data-driven planning and advocacy to improve outcomes.

Qualifications

• Bachelor’s degree in psychology, social work or relevant health or social science field.
• Minimum of three years’ experience providing community based mental health/addictions services.
• Demonstrated assessment and triage skills and experience.
• Problem-solving ability to identify problems, prioritize issues, generate possible solutions and evaluate the effectiveness of the implementation.
• Strong interpersonal and communication skills, and sensitivity to diversity.
• Proficiency with MS Office, Outlook and various database software.

Responsibilities

• Complete Initial Intake Assessments for the FACT Team with comprehensive data collection.
• Collaborate with health care providers, social service agencies and families to determine needs.
• Monitor wait lists and provide short term outreach support when needed.
• Educate service providers and the broader community regarding FACT and intervention importance.
• Support personal planning and coordinate resources to promote action on developed plans.
• Develop and maintain coordination with primary care and community networks.
• Create crisis plans and provide crisis intervention and follow-up as required.
• Advocate for clients and support development of individual advocacy plans.

Skills

Interpersonal skills

Communication skills

Problem-solving

Organizational skills

MS Office / Outlook

Education

Bachelor’s degree in psychology, social work or relevant health or social science field

Tools

MS Office

Outlook

Database software

Job description

Posting Closes: September 27, 2026 at 5:00pm

About Us:

The Canadian Mental Health Association Waterloo Wellington (CMHA WW) provides a full care system for those with addictions, mental health or developmental needs. We serve everyone from children to adults to seniors, all under one roof. Our programs help individuals and families to lead lives filled with meaning and promise. We have 400 staff at offices in Cambridge, Waterloo, Kitchener, Guelph, Fergus, and Mount Forest.

We are fully accredited by Accreditation Canada and our proud of our Exemplary Status (the highest standing) received at our most recent accreditation exercise.

Why Join our Team:

Competitive Compensation and Benefits: Our compensation package includes a competitive salary and generous benefits supporting the wellness of our staff. We are proud to be members of the Healthcare of Ontario Pension Plan (HOOPP) offering one of Canada’s largest and most respected defined benefit plans.

Career Development Opportunities: Our wide range of services and supports allows for varied opportunities for career growth. Our multi-disciplinary approach to care offers cross collaboration and enhanced opportunities for learning. A formal succession planning process is key to our internal leadership recruitment.

Values that include: Mutual Respect, Accountability, Integrity and Excellence and Innovation and a culture that is welcoming and inclusive.

Commitment to Health and Safety: We have a strong health and safety culture at CMHA WW and work tirelessly to address the health and safety needs of staff and the people we serve.

We are recruiting for a SUPPORT COORDINATOR, INTAKE (FACT)

• This is a regular full-time opportunity to fill an existing vacancy (35 hours per week Monday to Friday 9am to 5pm) based at 55 King St. W. Kitchener.

Reporting to the Manager, Adult Intensive Services, this role will include triage and assessment - engaging in a collaborative process with community partners to determine client needs and appropriate level of service. This role will also be responsible for providing short term, recovery oriented support to individuals with serious mental health and addiction challenges and their families.

Key Responsibilities:

Completing Initial Intake Assessments for the FACT Team

• Comprehensive data is collected and presented to the team for review
• Collateral information gathering with other health care providers, social service agencies and family members to gain a complete picture of the need for service
• Thorough screening completed to ensure efficient service delivery
• Monitor wait list and provide short term outreach support when needed

Educate Service Providers and the Broader Community Regarding FACT and the Importance of Intervention for SPMI (Severe Persistent Mental Illness)

• Enhanced knowledge and understanding of psychosis/SPMI and addictions within the broader community
• Work collaboratively with other services and teams within CMHA WW and in the community to ensure a coordinated and seamless approach to service delivery

Supporting Individuals in Personal Planning

• Facilitates person-centered planning to assist the person to choose, get and keep life choices using recovery planning tools
• Ensures all support needs in a person’s life are identified, assessed and plans are created. Areas of one’s life requiring support and planning might include: meaningful employment, recreation, leisure, education, volunteer work, relationships, accessing health treatment, housing, emotional support, budgeting, medication issues, household skills training and legal and addiction concerns
• Develops plans to reduce barriers to accessing/obtaining individual choices
• Helping individuals to problem-solve concerns and issues related to all aspects of their lives
• Creates and implements service agreements
• Coordinates supports and resources to promote the action of developed plans
• Evaluations and modifies effectiveness of an individual’s planning on a regular basis

Develop and Maintain Effective Tam Coordination, Access and Communication with Primary Care and Other Support Networks

• Liaises with family and community members on behalf of person supported (where possible)
• Includes family and community members on behalf of person supported (where possible)
• Provides information and education to family and community members
• Facilitates meetings between family, community members and the people we support, as needed
• Participates on committees in the community, representing the service perspective and the people we support, at the direction of the Manager

Crisis Intervention and Planning

• Creates effective crisis plans with the people supported, including both natural and professional supports in the planning process
• Evaluates and modifies the effectiveness of the crisis plan on a regular basis
• Ensures communication of the crisis plan with identified community partners and natural supports, as directed by the person
• Provides crisis intervention and follow-up as required

Advocacy

• Assists people to clarify their needs/wants and desired outcomes
• Develops, supports and evaluates the implementation of individual advocacy plans
• Seeks opportunities to educate the general community related to the rights and needs of people struggling with barriers

Qualifications:

• Bachelor’s level degree in psychology, social work or relevant health or social science field.
• Minimum of three years’ experience providing community based mental health/addictions services
• Demonstrated assessment and triage skills and experience
• Problem-solving ability to identify problems, prioritize issues, generate possible solutions and evaluate the effectiveness of the implementation of these solutions
• Ability to identify realistic, specific goals and objectives to address issues
• In-depth knowledge of the Recovery philosophy
• Sound knowledge of community resources and services
• Strong interpersonal and communication skills (verbal and written)
• Demonstrated understanding and sensitivity to social and cultural diversity
• Organizational skills and the ability to adapt to competing and changing priorities
• Proficiency with MS Office, Outlook and various database software
• A valid driver’s license and own transportation, as travel is required

CLASSIFICATION AND RATE OF PAY: Level 5 (OPSEU) - $33.07 to $40.30 per hour

CMHA WW, as an equal opportunity employer, embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome applications from all qualified persons.

We do not use AI in our screening process.

Qualifications

Education

Required

College Diploma or better in Social Work or related field.