Intake Worker Day Shift-Polycultural Immigrant and Community, Canada

Responsible for receiving clients and is the first point of contact for clients at RAP reception center. Responsible for ongoing client intake, including determining eligibility criteria, gathering basic background information, connecting clients to appropriate staff, providing information on services offered, rules and requirements, responding to emergency situations, and working with other internal and external teams onsite and suppliers.

Responsibilities

Creates a welcoming environment by greeting clients, handling queries by phone and email
Provides concierge services to clients, such as travel arrangements, taxi services, and information regarding local amenities and attractions
Based on initial contact, completes intake forms and enters relevant data into internal and external databases, and refers clients to internal program staff
Manages room assignments, conducts wake-up calls for RAP & POE clients
Coordinates RAP & POE client travel to/from reception center and airport
Provides comprehensive information to clients on RAP & POE services offered, rules, and requirements
Assists in responding to client requests and complaints
Organizes and maintains room service schedules for RAP & POE clients
Manages housekeeping schedule for rooms
Manages room keys
Responds to emergencies and prepares serious occurrence reports
Ensures efficient service delivery for RAP & POE clients
Tracks and gathers applicable data to generate comprehensive and accurate statistical reports
Maintains documentation related to supplies, purchase orders submitted, service contracts, etc.
Fosters strong working relations with agency programs and partner organizations
Actively participates in professional development initiatives
Assists in troubleshooting technical issues onsite
Performs reception duties
Other duties as assigned

Qualifications

Degree or diploma in Administrative Services or Community and Social Services, and at least three years of experience working with immigrant communities or a combination of experience and education
Knowledge of immigration and refugee services and of the ethno-specific programs and services (government agencies) in the GTA
Familiarity with issues facing newcomers in a Canadian urban setting and systemic barriers to integration in education, social, cultural, and economic aspects of Canadian life
Excellent interpersonal, cross-cultural, customer service, written, and verbal communication skills
Preference will be given to those who speak additional languages
Strong organizational and technical skills, including proficiency in Microsoft Office
Ability to work flexible schedules as needed

Other requirements

A satisfactory Vulnerable Sector Police Check (completed when offer is made)