Information and Referral Specialist

Position Title: Information and Referral Specialist.

Reporting to: Manager of Newcomer Settlement.

Working Hours: This is a full-time contract/temporary position that requires 5 days of in-person work at the office.

Hourly rate: $22.68

Work location: 128a Sterling Road, Toronto, ON, M6R 2B7

Application Deadline: Open Until Filled

Position Summary:

As a member of the Newcomer Settlement Program the Information and Referral Specialist will be involved in providing social, cultural, and economic integration support to all programs users of Newcomer Women’s Services Toronto (NEW). The Information and Referral Specialist is the first point of contact for the organization.

The Information and Referral Specialist will assist in carrying out the administrative operations for the Settlement program in accordance with the standards set out by the organization and its funders.

This position will appeal to a team player who is skilled in customer service and multi-tasking in a fast-paced community-based social service agency with an emphasis on goal achievement and delivering customer-centric service.

Duties & Responsibilities

Administrative:

  • Operate within and ensure team adherence to a Sustainable Livelihoods Framework: The framework focuses on understanding the context that creates and perpetuates a client’s vulnerability to poverty, to support more active, strategic interventions. It focuses on a client’s assets rather than deficits. Assets can range from access to the basics of food, finances, and shelter to social networks to individual skill and knowledge to self-confidence, self-esteem, and personal resilience.

  • Reception duties: greet clients and handle walk in, telephone & email inquiries.

  • Answer and respond to initial telephone inquiries in a welcoming, positive, and supportive manner; record and distribute telephone messages and manage voicemail system.

  • Meet customer service standards of returning calls within 24 hours.

  • Support different Programs staff by acting as an agency triage by assessing client need and providing accurate internal program referrals.

  • Process incoming and outgoing mail, courier, and facsimile materials.

  • Provide initial information about agency programs and services.

  • Assist team members to coordinate and conduct outreach activities to local community agencies, non-profit associations and other organizations to generate awareness about NEW programs and clients to ensure optimal Service Coordination.

  • Manage calendar and appointment bookings.

  • Assist in creating an annual Programs/ webinars/workshops calendar and promote our program offerings to newcomer women.

  • Prepare, administer and complete file intake and registration forms for our programs and clients.

  • Ensure client satisfaction through maintaining ongoing, effective communication with clients, partners, and the community.

  • Liaise with organizations suppliers/vendors as assigned.

  • Collaborate with colleagues across the organization to ensure seamless delivery of services to our members.

  • Maintain an organized and productive work environment.

  • Other general administrative tasks as required.

Program Support (Information and referral)

  • Provide general direction and guidance to clients enrolled in our programs with print and online information, resources and activities that support their settlement, integration and employment.

  • Plan, organize and facilitate workshops for newcomers on topics that are relevant to them based on needs assessment

  • Provide information and referrals on the phone and by email

  • Develop settlement plans for newcomer clients

  • Maintain service records and track program statistics as per funder's reporting requirements

  • Meet monthly service targets as determined by the funder

  • Administer intake forms for clients who sign up for our programs and for walk-in clients

  • Proactively outreach to new and existing community partners

  • Research, order and organize immigrant services related information and update resource centre material.

  • Select topics, develop information fact sheets, and ensure that information is relevant, accurate, up-to-date, and accessible.

  • Provide general direction and guidance to individuals and employers accessing our services with print and online information, resources, and activities.

  • Conduct Program screenings for relevant incoming calls, inquiries, events, and walk-ins.

  • Schedule, administer and assist clients to complete intake forms for booked and walk-in clients.

  • Maintain intake database and track program statistics.

  • Support different teams with administrative services including general office administrative supports and database maintenance.

  • Assist in coordinating job fairs, guest speaker sessions and special events.

  • Remain up to date on all modifications of the funder and organizational standards, policies, and procedures.

  • Support the Manager of Settlement and Employment Programs with administrative services including general office administrative supports and maintenance of databases.

  • Other duties as assigned.

Team Contributions and Expectations:

  • Committed to the contribution toward program targets and outcomes as defined by the funders upholding organization’s mission/vision.

  • Participate in training of new staff, practicum students and volunteers as required.

  • Attend workshops and training as recommended by NEW.

  • Take an active role in the upkeep of staff areas and offices.

  • Participate on committees as needed

Skills and Qualifications:

  • Degree or diploma in a relevant field such as Office Administration, Social Services or Education or 2 years equivalent work experience. 

  • Knowledge of the newcomer settlement and Employment Ontario sectors with a good understanding of challenges faced by prospective immigrants, newcomers to Canada, women, and youth

  • Able to provide services and support to ensure the administrative functions of the office are running smoothly with ability to manage the front desk reception.

  • Effective oral and written communication skills.

  • Excellent word processing and computer skills, specifically in MS Office (Word, Excel, Publisher, PowerPoint, Outlook).

  • Second language is an asset – Arabic, Tagalog, French, Mandarin, Cantonese, Farsi, Bengali, Turkish, Amharic.

Competencies:

  • Personable and professional manner with a commitment to community and client.

  • A customer service approach with a warm, welcoming, and helpful manner.

  • Able to compartmentalize program knowledge and requirements to appropriately direct clients.

  • A quick study: willing to research and learn about community services to provide referrals.

  • Capacity to identify and articulate potential problems and provide possible solutions in a concise and clear manner.

  • Ability to take initiative and self-manage change and transitions.

  • Ability to prioritize workload, manage time effectively and coordinate multiple activities.

  • Commitment to an anti-oppression framework and a willingness to support the socio-economic advancement of newcomer and/or racialized youth and women.

  • Ability to provide flexibility in working schedule with ability to work extended hours as required.

  • Clear and precise in documenting the content of phone calls for accurate target tracking.

To apply for this position, please submit a resume and cover letter to hr@newcomerwomen.org and quote “Information & Referral Specialist” in the subject line.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please let us know in advance and we will work with you to meet your needs.

Please note All new hires must be fully vaccinated against COVID-19 as a mandatory condition of employment, subject to exemption under the Human Rights Code.

Kinjal Desai