TriageReception

Purpose of the Position:

Reporting to the CMCS Lead this individual will have responsibility to provide 1st floor reception and administrative support duties at 60 Bond Street West. They will also provide expertise in administrative functionality and customer service.

Duties and Responsibilities:

Reception Operations

• Manage the reception area during operating hours.
• Ensure the reception environment is welcoming organized and professional.
• Client and Visitor Services
• Greet and assist all individuals entering CMHA Durhams reception area.
• Ensure guests clients and families (excluding Recovery College Wellness Centre members) sign in upon arrival.
• Provide accurate directions and information to walk-in visitors.

Communication Management

• Serve as the first point of contact for incoming calls; answer direct and record messages appropriately.
• Monitor and distribute communications from the Triage-Intake email account and fax system.
• Retrieve transfer and document voicemail messages.
• Facilitate overhead paging for emergency codes staff calls and announcements when required.

Administrative Support

• Maintain daily sign-in sheets filing and submitting records as required.
• Perform data entry and initiate basic files when requested.
• Coordinate incoming and outgoing mail courier deliveries and packages.
• Manage items for pick-up at the triage desk.
• Assist with office supply ordering and inventory management.

Safety and Security

• Operate and monitor security systems including surveillance cameras and Verkada monitoring station.
• Act as Fire Warden for the first floor and complete monthly health and safety checklists.
• Monitor the first-floor public washroom and ensure it is secure at closing.

Facility and Resource Maintenance

• Maintain cleanliness of the reception and triage-intake areas daily.
• Ensure the upkeep of the Resource Corner and DAC Board coordinating updates with Communications and Public Relations.
• Update and confirm quick reference and important contact numbers at the intake desk.

Program Support

• Manage Feed the Need statistics weekly ordering communications and deliveries.
• Support organizational initiatives by maintaining accurate records and assisting with program logistics.
• Other Duties Perform additional responsibilities as directed to support agency operations.

Client Safety

Adhere to CMHA Durham client safety programs including program policies as well as infection control and prevention partnership with clients family members and fellow staff maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client safety. Report client safety incidents and suggested improvements to manager or delegate.

Other Duties as Assigned

• Attend participate in team meetings and all employee meetings
• Participate in organizational quality improvement activities e.g. accreditation projects committee work special events
• Participate in quality improvement activities at the team/program level
• Participate in external committees as required

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

Effort

• Sits at desk stands and walks daily to perform the duties of the job.
• Concentration conceptualization and attentiveness required daily to answer all inquiries.
• Creativity and innovation required daily using sight hearing and touch to operate a computer
• Proofread perform comprehensive assessments and read documents
• Resolve conflicts problem solve facilitate meetings attend meetings facilitate daily reception functionalities prepare documents listen to clients etc.

Risk Management

Minimizes risks adhering to CMHA Durham Policies and Procedures identifying assessing evaluating and controlling risks ensuring well-being of employees and clients

Qualifications:

• Post-secondary degree in a relevant field and/or equivalent combination of education experience and/or lived/life experiences is required.
• A minimum of 1-2 years experience in an administrative position.
• A minimum of 2-years experience in customer service.
• Excellent interpersonal and organizational skills; able to prioritize.
• Excellent oral and written communication skills.
• Excellent problem-solving and decision-making skills.
• Ability to maintain confidentiality.
• Effective client relationship building skills; understanding the clients needs and background.
• Strong computer skills including Outlook Excel and Word.
• Previous experience in working in the Public Sector experience an asset.
• Ability to work independently and co-operatively as part of a team.
• Able to integrate CMHA Durhams philosophy of being a welcoming organization into everyday practice.

• General knowledge of the mental health environment in Ontario.

• Ability to adapt to change and navigate through ambiguous situations
• Satisfactory current Vulnerable Sector Check and satisfactory Professional Work References required.
• Knowledge of Indigenous communities and cultural practices (preferred).
• Basic to Intermediate proficiency in French considered an asset.

Working Conditions

• Works on site in office settings
• Exposure to abusive/irate clients deadlines multiple demands distractions/Interruptions
• Little exposure to hazards

• Cold/hot work environments
• Constant interruptions/distractions
• Deadlines
• Dealing with multiple demands
• Dirt/dust
• Fumes/odours
• Lack of privacy
• Noise
• Physical danger
• Stress
• Verbal abuse
• 
  Deadline for application is Thursday March 19 2026

Required Experience:

Senior IC