IslamicFamily Frontline Navigator

Full Time: 25-28hrs

Start date: Dec 20 2025

Location: IslamicFamily Hüb (2-St)
Salary: $18 to $21 hourly (one year contract role)

Close Date: Apply early applications will be reviewed within two weeks of submission

About the Position

This is the ideal role for community-minded individuals with experience in hospitality. You will be the first point of contact for people who come to IslamicFamily via the phone email text or in-person. You are responsible for ensuring that there is a welcome and comforting environment to greet people ensuring excellence in data/record keeping providing a supportive hand-off to team members deescalating tense situations & connecting people with the resources/people who can best help them.

This is a role that requires generous hospitality the ability to adapt to frequent changes in process/ technology diffusing tense situations regularly and finding ways to communicate across cultures

What a typical day may look like

During a typical day you will warmly welcome and greet 40 demanding rushed stressed in-crisis community members who are looking for support (such as food hampers financial aid gender based violence support etc) from your team. Some hours may be very slow and others quite hectic. You will have to multitask phones people and email.

• You will use your time with clients to learn about their story and nurture hope
• You will use charm and firmness to set expectations encourage good appointment habits explain policy and collect essential information for good record keeping
• You will use a trauma informed approach to engage clients
• You will guide volunteers and help create a compelling experience
• You will ensure team members have the information they need when meeting clients
• Your schedule will include time exclusively for catching-up with calls and administrative tasks.
• You will fill in gaps as needed to allow for service excellence.

Responsibilities

Daily: Create an Apple Genius Bar type experience a warm welcoming home-like friendly problem solving environment for the community we serve

• Greet all people with beneficence/ excellence
• • Offer tea/coffee upon arrival.
  • Be attentive to children.
• Clients: Warmly welcome clients like distinguished guests
• • Support with initial requests (phone email text in-person) & help with referrals (internal and external)
  • Help people feel at home in the space; transform (long) waiting periods to learning opportunities
  • Ensure meticulous record keeping; keep clients contact details and other info up to date
  • Help clients make and keep appointments through scheduling reminders positive reinforcement etc
  • Meet anger anxiety tenseness with graciousness diffuse tense situations give clients hope though stories & listening
• Data: Ensure data integrity when managing appointments.
• • Keep up with changing tools and troubleshoot technology for yourself and others.
• Facilities: Keeping space immaculately clean and hospitable coordinating contractors/volunteers for external maintenance (shovelling etc). (Note: IslamicFamily has dedicated weekly janitorial service but some tidy-up duties will be required).
• • Assist with office maintenance and upkeep

Common day-to-day

Frontdesk tasks

• enter hamper pickup in Transform and hand out client cards for their next appointment.
• ask about any changes/updates to their files and enter them in Transform.
• send information on Slack to BasicallyBabies for any client requesting a baby basket for their newborn.
• handing out resources to clients or informing them about classes/workshops etc happening in the city that may be beneficial to them. Informing them about our other services giving them our helpline number or adding them to the internal referral form. Also adding them on our intake-updates channel on Slack if they are new and require food assistance.

Call Line

• Priority is given to local calls and emails and are dealt with ASAP
• all sponsorship related emails/phone calls are forwarded to
• all other emails/phone calls are forwarded to specific team members or the whole staff in general as per the content of the email/ phone messages.

From the team

How would you describe this job

• The most rewarding job one can ask for. Its a job where faith and career come together and you help people overcome complex barriers; from leaving an abusive relationship to accessing basic services.
• You get to support advocate & advise for the vulnerable.

Whats the best thing about this job

• Receiving prayers and gratitude from clients simply for doing my job
• Helping people feel safe enough to be vulnerable with me and trust my guidance
• That I make a difference in someones life during difficult times & can help them when the system fails
• Enriching my community and giving back in a direct way through knowledge and skills gained from education and previous experiences while learning and developing new skills.
• Bonding and forming meaningful relationships with the people I serve & work with
• This is a job that that nurtures my faith & grows my skills

Whats challenging about this job

• You dont always have all the resources necessary and need to be an expert improviser and connector
• Its very difficult to hear of so much hardship and suffering without always having the ability to solve it. The organization has grown fast and it can take time to put systems in place
• You have to juggle a lot. You need to have your own system for keeping track of the multiple requests that may come in at once without dropping the ball
• Technology is an important part of the job and can be demanding to keep up with
• The organization is growing fast and requires a lot of on the job learning

Preferred Qualifications

• Formal training in social work or a related field is highly valued; foreign equivalences to diplomas or degrees will be considered. Enrollment in a program is an asset.
• Excellent etiquette over the phone email text & in person
• Openness to learning and pursuing further qualifications related to social work
• Ability to adapt and learn digital tools; we use Slack Google Suite and more
• Cultural sensitivity & knowledge of (or a willingness to learn) Muslim values is essential
• Experience in direct client contact in a volunteer or work setting with a social service agency
• Ability to follow best practices and abide by policy and procedures
• Ability to work independently collaborate with others and report on activities
• Commitment to ongoing learning about social work mental health spiritually relevant assistance
• Must work physically from the IslamicFamily office during client days
• Must maintain the legal right to work in Canada

How to apply

In-lieu of a traditional cover letter send us a short video ( 5m) where you talk about a tense situation you helped to your resumé please highlight relevant training/experience in hospitality conflict resolution.

Submit your completed application:


Confidence (or the lack thereof) can sometimes hold us back from applying for a job. Well let you in on a secret there is no such thing as a perfect candidate. IslamicFamily is open for innovation. As long as you are continuing to push your growth and development then consider applying even if you dont check all the boxes on our posting. Questions & engagement are encouraged. If you have any question please email: