Receptionist - Employment Services (Bilingual Mandatory)

The Receptionist is responsible for providing a first point of contact for clients entering Employment Services. This role provides information to the general public, creates a welcoming environment, and identifies and breaks down barriers to clients accessing services. The purpose of this role is to engage clients and connect them with services to support their long-term employment.

Job Specific Responsibilities:

• Greets visitors, determines their needs and eligibility for programming, and directs them accordingly.
• Interacts with clients in a respectful, empathetic, and non-judgmental manner.
• Answers the telephone, takes messages and directs calls as appropriate.
• Monitors electronic general inquiries through email, Self-Serve, and other identified applications and responds or redirects as necessary.
• Provides general information to clients and visitors as appropriate.
• Creates client profile in case management system.
• Schedules client appointments based on client eligibility for services.
• Books interpreter or sign language support for appointments as needed.
• Assists with client recalls or reminder calls.
• Checks in clients for appointments and notifies appropriate staff upon arrival.
• Monitors referrals daily, contacts client to book appointments, and tracks referral outcomes as per funder requirements.
• Maintains the reception area and resource room in a tidy and client-centered manner.
• Monitors the Resource Room, and provides tours as needed.
• Receives incoming mail/packages and distributes accordingly.
• Assists in maintaining the program database by entering data, generating reports, supporting analysis, and regular auditing of data integrity.
• Logs and enters client information into the central database as necessary.
• Assists in maintaining a supply of information and welcome packages.
• Ensures all data is accurate and entered on a timely basis.

Administrative:

• Provides back-up support in recording and distributing minutes of meetings as needed.
• Drafts, edits, adapts and produces routine correspondence related to general program inquiries.

Teamwork and Collaboration:

• Maintains effective communication of information among internal and external stakeholders.
• Assists in the development of program specific policies and procedures/guidelines and in the overall planning and development of the program.
• Attends and participates in team and general staff meetings as scheduled.
• Participates in the evaluation component of relevant program.
• Participates in the internal chart audit process.
• Provides support to clients of team members as needed.

Qualifications

Education:

High School Diploma and post-secondary training in office administration or related program or equivalent combination of experience and education.

Professional Experience:

• 2-5 years’ reception and/or customer service experience, preferably in a human services setting considered an asset.
• Experience dealing with the public, through a variety of methods including in person, by phone, and by email.
• Good decision-making and prioritization skills.
• Excellent oral and written communication skills, in French and English.
• Excellent documentation and case noting skills.

Linguistic Profile (for Centres with French Language Service Designations):

• Under the Centre’s designation to provide French Language Services.
• Based on New Avenues Linguistics Rating Scale: A+ (highest skill) to C- (lowest skill).

o French (oral expression): A+ (required).

• Other languages an asset.

Personal Suitability / Other Requirements:

• Communication skills, both oral and written, for a variety of audiences.
• Flexibility and adaptability to deal with unexpected situations.
• Positively contribute to monthly individual and team Key Performance Indicator (KPIs) while managing a challenging workload through prioritization and effective time management.
• Excellent customer service skills and enjoys working in a busy environment.