Employment Resource Worker (Client Care Specialist)

Location

Employment & Immigrant Services Offices

Pay

$18.50 per hour (salary under review)

Employment Type

Full-time (40 hours per week)

Placement Date

Immediately

Temporary Contract - anticipated to end in December

Why Work for the YMCA?

The YMCA of Niagara is a mission-driven organization committed to fueling a healthy, connected, and engaged Niagara. Our presence in over 100 program sites has been impacting the community with dedication and purpose for over 150 years.

Our legacy in the community is a testament to the transformative work we do. We serve a diverse range of individuals and families, with a commitment to inclusivity, collaboration, and the wellbeing of all. As we move forward, we are embracing a revitalized approach to meet the evolving needs of the community and actively contribute to transforming lives across Niagara.

Guided by our shared values - caring, health, honesty, inclusiveness, respect, advocacy, and responsibility - the YMCA provides our employees with meaningful opportunities to make a positive impact on individuals and the health of our communities.

Our dynamic team is dedicated to maintaining our growth trajectory though continuously adapting and innovating our services and programs to meet the changing landscape in Niagara.

NATURE & SCOPE

As a division of the YMCA of Niagara, the YMCA Employment and Immigrant Services (EIS) branch delivers a myriad of employment, immigrant, and community-based programs. These programs are focused on supporting individuals living in the Niagara Region who are looking for employment, require settlement supports, need wellness and/or life skills-based programming and who are seeking to advance themselves on the financial continuum. The IES branch also serves to support employers with their recruitment and hiring needs and supports community-based agencies in their pursuit of enhancing services to our shared clients.

The Resource Worker is a member of the Employment and Immigrant Services team and will work collaboratively with team members, clients, and external partners to meet the established targets of their specific assigned program.

RESPONSIBILITIES:

• Compile, maintain and update employment, education, training, and community related information for job seekers
• Collect, organize, and file hard copies/e-copies of flyers, brochures, and pamphlets of programs and services offered by government and community agencies
• Refer clients to appropriate employment services and training programs
• Conduct individual and group orientation sessions and offer general information assistance to clients and service providers
• Deliver information sessions and workshop on employment and life stabilization skills and developments
• Collect information quickly and accurately from the database, internet or other sources as needed
• Participate in training and adhere to the YMCA Child Protection Policies and Procedures as established by the YMCA of Niagara
• Provide oversight to Resource and Information area including; proper use of client computers, supporting with basic office IT equipment, conducting research with clients and partners, assisting with office set-up and other arrangements for meetings
• Oversee and address any customer conflicts, inappropriate behaviours and customer complaints
• Conduct customer satisfaction calls, encourage completion of satisfaction surveys (targets based on guidelines), conduct customer care calls in support of EOES and bolstering walk-in traffic for services.
• Attain targets as laid out by contract(s) for welcomes, satisfaction scores and clients accessing assisted services
• Other duties as required

QUALIFICATIONS

• Post-secondary degree/diploma in Social Sciences, Education or other related field
• Must have excellent knowledge of various computer programs including word, excel, powerpoint, navigating search engines
• Minimum 3 years customer service experience in an environment that is measured and has targets
• Strong communication and interpersonal skills
• Ability to work in stressful situations and resolve conflicts with ease
• Certification in Crisis Management or Conflict Resolution as asset
• Knowledge of community programs and services (government, community groups and agencies) in Niagara Region

Mandatory qualifications/certification/memberships (cannot work in the position without them; will be suspended if they lapse):

• Upon hiring, applicants 18 years of age and older must submit a clear and satisfactory Police Vulnerable Sector Check (PVSC) issued for the YMCA of Niagara
• Valid drivers license and ability to work in any of the three employment locations

COMPETENCIES:

Diversity:

Appreciates that people with different opinions, backgrounds and characteristics bring a richness to the YMCA.

Integrity:

Demonstrates responsible behaviour at all times and maintains high ethical standards.

Relationship Building and Collaboration:

Builds positive interactions both internally and externally to achieve work related goals.

Self Management:

Works independently with minimal supervision.

Sense of Community:

Demonstrates an awareness and understanding of community and responds to identified needs.

Communication:

Communicates in a thorough, clear and timely manner and supports information sharing and goal achievement across the YMCA.

• CRC VSS

Information :

• Company : YMCA of Niagara
• Position : Employment Resource Worker (Client Care Specialist)
• Location : St. Catharines, ON
• Country : CA