Receptionist - Employment Services (Bilingual mandatory)

at  Pinecrest Queensway Community Health Centre

Job Title: Receptionist – Employment Services
Status: Regular Full-Time
Hours: 70 bi-weekly hours
Pay scale: $20.167 - $23.726
Deadline: Until filled
Who are we?
Pinecrest-Queensway Community Health Centre is an innovative community based, multi-service center. We strive to meet the needs of the diverse communities we serve. We work in partnership with individuals, families, and communities to achieve their full potential, paying particular attention to those who are most vulnerable and at risk. PQCHC is an equal opportunity employer and values diversity in its workforce. If at any stage in the selection process you require an accommodation due to a disability, please let us know the nature of the required accommodation.
Job Summary
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.

2. Professional Experience

• 2-5 years’ reception and/or customer service experience, preferably in a human services setting considered an asset

5. 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 environmen

1. Direct Client Service

• 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.
• Create 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.
• Maintains meeting room booking scheduler.

1. Clerical

• 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.
• Log and enter 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.

1. 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.
• Maintains program resources

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

1. Professional Experience

• 2-5 years’ reception and/or customer service experience, preferably in a human services setting considered an asset.

1. Key Competencies

• Experience dealing with the public, through a variety of methods including in person, by phone and by email
• Good decision making and prioritization skills
• Strong digital literacy skills, including MS Office Suite
• Excellent oral and written communication skills, in French and English
• Attention to detail
• Excellent documentation and case noting skills

1. 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)
o French (oral comprehension): A+ (required)

o French (reading comprehension): A+ (required)

• Other languages an asset

1. 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