Navigation & Resource Coordinator (CC)

• Respond to telephone email and other web-based referrals/requests for service and inquiries for information.
• Inform people about services and complete intake and registration with Community Care programs such as Meals on Wheels Transportation Medical Escort Friendly Visiting Home Support Respite and Adult Day Program Counseling and Support Services Social Work Comprehensive Care and Integration Specialist Team etc.
• Provide clinical intake services and assess program fit based on client-eligibility criteria.
• Conduct initial screening using assessment tools and implement protocols to determine the most appropriate response to the call/referral.
• Assess risk and safety to determine the callers level of risk to self or others and the urgency of referral.
• Provide supportive listening crisis de-escalation and telephone-based short-term case management services as appropriate.
• Follow-up with clients caregivers and/or service providers to communicate recommendations provide referral status updates support service navigation and referral to other resources.
• Work collaboratively with hospitals other primary care agents and community service providers to maintain a client-centred approach.
• Complete all documentation requirements necessary for program requirements and referral processes in a timely efficient manner.
• Maintain client waitlists and liaise with program staff to ensure seamless service initiation and transitions.
• Create maintain and update appropriate client records.
• Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner.
• Contribute to the development improvement and evaluation of the service when required.
• Maintain all aspects of confidentiality relating to clients volunteers staff programs community members and community partners.
• Keep up to date on resources that can assist in supporting callers.
• Work closely and co-operatively with all referral sources.
• Follow agency protocols and procedures related to privacy and confidentiality.
• Work collaboratively with others on the team.
• Ensure that anti-oppression community development and harm reduction principles are achieved in the program.
• Participate in ongoing training and education as required.
• Participate in regular supervisory sessions and annual performance appraisals with the program manager.
• Perform other duties as assigned.

• Community College Diploma in Social Services field; Bachelor degree or equivalent in related field preferred
• Two years experience in community services program administration customer / client service telephone support.

• Superb customer service/client relations skills and interviewing skills.
• Demonstrated service navigation intake/triage experience and strong assessment skills.
• Demonstrated experience supporting older adults with geriatric issues such as dementia; individuals living with mental health and/or addictions issues; and caregivers.
• Experience and demonstrated ability to support clients and referral sources from diverse backgrounds and ability levels.
• Solid understanding of the intersectionality of systemic barriers and social determinants of health including racism discrimination and oppression.
• Demonstrated experience in crisis response/intervention and commitment to a harm reduction approach
• Ability to stay calm during crisis situations and de-escalate frustrated individuals appropriately.
• Excellent interpersonal skills ability to provide a helpful and approachable presence ability to diffuse crisis and conflict through skillful communication and seeking supervisory support when needed.
• Self-directed and independent but also experienced in working collaboratively with others
• Strong organizational skills with ability to multi-task meet deadlines and manage competing priorities.
• Strong ability to build relationships and work with various teams.
• Exceptional organizational administrative and clerical skills.
• Strong time management skills.
• Strong computer skills with knowledge of Internet MS Office; client file management software.
• A thorough understanding of the resources and community services needed and accessed by WoodGreens client population to provide professional community information and referral.
• Experience researching and helping people to find appropriate information.
• Demonstrated ability to exercise good judgment flexibility problem-solving and conflict management skills
• Demonstrated ability to follow policies procedures and adherence to legislation

• Benefits: Health/dental/wellness benefits and group RRSP/Pension programs for eligible employees
• Growth: In-house training & development programs and professional development opportunities
• Rewards: Peer and organizational recognition and awards
• Flexibility: Hybrid working models where applicable
• Diversity: Commitment to creating an inclusive organization that embraces diversity and belonging
• Community: Meaningful work in support of our communities

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity please advise our People & Culture representatives at of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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