Client Intake Worker – On-call

**Position title: Client Intake Worker – On-call** **Department:** Settlement, Language and Employment **Program:** Settlement, Language and Employment **Reports to:** Centralized Intake Lead **Summary** The Client Intake Worker provides basic assessment, information, referrals, and support to all clients contacting the front desk using a variety of service delivery platforms (telephone, in-person and online). Responsibilities include program intake, registration, records management, client data entry, document translation, and administrative support. As the first point of contact for all Impact North Shore clients, the Client Intake Worker plays a key role in welcoming and onboarding clients to Impact North Shore services. This position reports to the Centralized Intake Lead and receives supervision from the management team. **Key Responsibilities** * Provides basic assessment, information, referral, and support using a variety of service delivery platforms. * Assesses client eligibility for services and conducts appointment bookings, registration, intake, and waitlisting duties accordingly. * Creates client records, conducts timely data entry (i.e. database, iCARE, ICM, other government databases) in accordance with funder requirements whilst observing all privacy and confidentiality policies. * Generates monthly client and service reports and tracks service delivery as per funder and organizational requirements. * Communicates with language, settlement, employment, and SWIS program managers and leads, as appropriate, to resolve client issues in a timely matter. * Assesses and responds to clients in crises/presenting with visible trauma on the phone or in-person and provides immediate support, notifying others in the settlement team when a more in-depth service intervention is required. * Reports urgent client concerns/issues to the Centralized Intake Lead and respective Service Area Manager immediately. * Provides first language services, as required, to enhance the client experience, including providing interpretation and document translation support, as required. * Participates in client outcome measurement and service promotion tasks as assigned. * Attends and takes an active part in departmental and all-staff meetings. * Ensures room booking systems, including Zoom room bookings, are well managed. * Assists with office administrative tasks, as needed. * Perform other duties as assigned by the Centralized Intake Lead and Service Area Managers (Settlement, Employment, Language and SWIS). * Works collaboratively with the Front Desk team to ensure sufficient coverage of the desk, opens up the premises and sets up services for the day, secures the building at the end of the work day. **Key Competencies** * **Values.** Behaves consistently with clear personal values that complement Impact North Shore’s values of excellence, diversity, and respect. * **Integrity & Ethics.** Ensures integrity in personal and organizational practices. Buil