Intake Worker-Polycultural Immigrant, 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)