Integrated Service Navigator - Waterloo, Canada - Region of Waterloo

Region of Waterloo

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Description

Duties/Responsibilities:

Dialogues and triages with clients to assess needs, ask questions to draw out and clarify further information, identify and explain options, develop individualized service plans, and direct/refer clients to appropriate internal and community resources.
Assists to maintain client information in database systems (e.g., updates contact information, enters case notes).
Schedules/reschedules appointments for applicants/clients with specialized staff (e.g., caseworkers).
Receives and responds to benefit inquiries (discretionary, eyeglasses, drug/dental), per procedures or as directed. Identifies emergency needs and makes referrals to internal and community services.
Arranges for assistive services for applicant/clients, as required.
Records/reports complaints and escalations to management
Processes incoming documents (via mail, general inbox). Provides documents to clients as needed (e.g., replacement T5s).
Receives, processes, and reconciles payments from clients and issues receipts (e.g., repayments, rent). Prepares daily deposit. Distributes transit passes and keys. Issues account credits.
Distributes social assistance cheques. Maintains security of cheques.
Orders forms and resources. Maintains program resources (e.g., stocks forms/brochures, cleans/disinfects toys).
Backs up other administrative staff as required.
Performs related duties as required.

Knowledge, Skills & Abilities Required:

Knowledge and understanding of clientcentered and clientdriven approaches to human services, including early learning and child care, housing, employment and income support, and senior's services; and related regional, social service, and community agency resources and programs; acquired through a Grade 12 education plus 3 years of related experience or an equivalent level of education and experience (such as postsecondary education and 2 years of experience).
Knowledge of cash handling and financial procedures.
Knowledge of and ability to comply with corporate policies and procedures, and provincial legislation and guidelines.
Ability to have conversations and triage with clients to assess needs, ask questions to draw out and clarify further information, identify and explain options, and direct/refer clients to appropriate internal and community resources.
Communication and human relations skills to provide assistance and information/explanations to the public, applicants, and clients; maintain composure and patience in crisis/difficult situations; provide assistance and information to other staff, community agencies, and the public; collaborate in an integrated service environment; and participate as an effective team member.
Ability to keep knowledge of related trends, programs, and resources current to provide relevant and effective advice and guidance to clients.
Ability to exhibit confidentiality and discretion in handling confidential/sensitive material.
Time management and organization skills to collect and compile information according to timelines; work independently; and adapt to changing priorities.
Computer skills with ability to use software such as Microsoft Office, a pointofsale terminal and financial systems, scheduling systems, and case management systems/other databases. Ability to assist clients with using technology.
Must provide an acceptable Police Vulnerable Sector Check (Level 3).
Ability to travel within Waterloo Region.
Ability to support and demonstrate the Region's values.