PURPOSE

System Navigator I is the first contact/experience for children, youth, families and community service providers when connecting with ROCK. A key role of this position is to support positive client-centered access to information and care at ROCK. The position also, establishes a positive impression with the community by providing and facilitating information, resources and referrals. The purpose of the role is to hold a holistic, system vantage point, to see the ‘bigger picture' and to help the agency meet the needs of the community in accessing services with maximum efficiency.

Please note that this is a contract full-time position ending on the 31st of March 2025, working 35 hours weekly.

SPECIFIC POSITION RESPONSIBILITIES

• Answer, triage and navigate incoming calls and/or in-person inquiries from clients, caregivers and community service providers in an effective, efficient and client-centered manner.
• Provide information, resources and facilitate referrals as necessary to programs and services.
• Complete registrations for clients entering into programs and services at the agency.
• Support access to and scheduling of the Walk-In Clinic.
• Screen clients for a milieu of services using eligibility criteria and level of care assessment (CALOCUS).
• Determine level of risk for clients and ensure appropriate connection to crisis services as required.
• Problem solve and support client need as they present either in person or virtually.
• Make supportive connections to various teams at the agency.
• Facilitate and maintain client records and data collection, including program statistics for the purpose of required reporting, evaluation and/or research.
• Provide support for ROCK's Chatbot system (Quinn) by communicating online and providing information and resources to live chat users.
• Support clients by making referrals to and scheduling screening appointments with the Access and System Navigation team.
• Provide administrative support for incoming referrals through the client information system or by fax.
• Confirm receipt of referral by phone or email in timely manner.
• Operationalize client safety through adhering to established policies and guidelines that ensure consistency in the delivery of quality and safe care, and by identifying and reporting any client safety incidents.
• Abide by the specific requirements of Section 28 of the Occupational Health and Safety Act, as well as any further health and safety responsibilities outlined in the agency's policies and procedures.
• Maintain strict confidentiality and ethical standards in compliance with the agency's policies.
• Other duties as may reasonably be assigned.

QUALIFICATIONS

Education

• Graduate of a recognized university or a community college program with a degree in Social Work, Child and Youth Work, or equivalent education relating to specific populations being served.

Experience

• A minimum of 1-2 years of experience working in children and youth mental health settings.
• Highly developed collaborative working style with the ability to work in a conciliatory, respectful manner within and between systems that service children, youth and their families.
• Able to demonstrate a commitment to maintaining an optimistic, solution-focused and strength-based approach.
• Demonstrated competence with data entry and the utilization of a client information system.
• Experience and comfort providing support to clients over the phone, virtually and in-person is an asset.
• Established working relationships with Halton community service providers is an asset.

Skills

• Proven ability to provide an optimal client service experience.
• Excellent interpersonal and collaboration skills.
• Excellent organization and administrative skills, including strong attention to detail with commitment to high quality work.
• Ability to take initiative and work both independently and collaboratively as a part of a team.
• Ability to interact with staff at all levels and maintain effective working relationships.
• Demonstrated proficiency with MS Office Suite programs at an intermediate level (i.e., Word, Excel, Teams, PowerPoint).
• Proficient in the use of technology as required of the position, including working in a virtual environment with MAC OS operating systems experience preferred.
• Familiarity of Caseworks is an asset.

Additional Requirements

• Ability to work flexible hours according to program needs.
• Ability to travel to various sites through Halton Region on an as needed basis.
• Current (within three months) criminal reference check with vulnerable sector search.
• Commitment to a workplace environment that values all people who are a part of ROCK.

Why work at ROCK?

• Lead agency for Halton Region, providing mental health services to children, youth, and their families.
  
• Opportunity to work within a multidisciplinary and collaborative team composed of dedicated individuals who are focused on achieving the mission and vision of the agency.
• Focus on healthy work-life balance with a flexible work environment.
• Opportunities to attend company events such as communities of practice, workshops and webinars, social connecting events, etc.
• We take workplace wellness VERY seriously - 4 weeks paid vacation, 2 float days, paid sick/wellness days, 9 paid statutory holidays with 2 additional ROCK days for a total of ELEVEN paid holidays.
  
• Extended health benefits, LTD and life insurance, and RSP matching.
• Employee and Family Assistance Program.
• Ongoing professional development opportunities
• Accredited by Accreditation Canada with exemplary standing.

ROCK is committed to fostering a positive and progressive workforce reflecting the community we serve and promoting diversity at all levels in a dynamic and inclusive environment. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and ROCK's Accommodation Policy.

If you are invited to participate in the interview process and require accommodation for the interview, we ask that you provide your accommodation request as soon as reasonably practicable. Please be advised that you may be requested to provide verifiable supporting information, such as medical or other documentation depending upon the type of Code-protected accommodation, to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. ROCK treats all accommodation requests confidentially.