JOB DESCRIPTION 

POSITION TITLE: Client Engagement Support 

PROGRAM: Employment Ontario 

COMPANY: Skills for Change 

LOCATION: 30 Weston Road, Toronto, ON (in-person) 

REPORTS TO: Senior Manager, Employment Services 

CONTRACT TYPE: Contract (Union) 

HOURS: 35 hours per week (Monday-Friday) 

RATE: $18.82 per hour 

START DATE: Immediately 

END DATE: March 29, 2024 

GENERAL ACCOUNTABILITY: 

With 37 years of operations, Skills for Change is a highly respected non-profit charity with a province-wide reputation for pioneering programs that respond to shifting immigration and workplace trends and lead to employment. We offer a range of accelerated programs including mentoring, employment, settlement, language training together with specialized programs for skilled trades, women, and youth. We have 5 locations across the GTA and serve 16,000 clients annually. 

PROGRAM NATURE AND SCOPE: 

Skills for Change Employment Ontario (EO) offers a range of resources, supports and service components to respond to employment needs of individuals and the skilled labor needs of employers, and to help individuals on a path to higher skill training and employment. To provide a positive first impression to clients and visitors, conduct administration duties as well as providing quality customer service by assisting clients with their registration, provide resource support and referrals where needed. 

The Ideal Candidate: 

◉ Sensitive to, and understand issues and barriers to employment faced by vulnerable populations such as immigrants, refugees, youth, and persons with disabilities. 

◉ Has strong interpersonal, teamwork and customer service skills with the ability to handle multiple tasks at once. 

◉ Knowledgeable of and familiar with community resources and referral services. 

◉ Proficient in MS Office applications and has experience with various social media platforms. 

◉ Possess excellent verbal and written communication skills (ability to communicate in other languages would be an asset) 

◉ Demonstrates initiative, energy and persistence to complete tasks as well as excellent time management skills. 

◉ Resourcefulness and problem solving capabilities 

◉ Has a positive attitude to change and welcomes opportunities to learn continuously. 

DUTIES AND RESPONSIBILITIES: 

◉ Greet and welcome clients, visitors and guests at the reception desk in person and over the phone. 

◉ Screen and direct calls to appropriate staff members and SfC departments; take messages and convey to the appropriate staff members, volunteers or placement students.

◉ Track type of referrals from all new clients that contact us via emails and phone. 

◉ Refer clients to appropriate internal/external programs and services after checking eligibility, initial language level and settlement/employment needs. 

◉ Schedule appointments for new clients for registration and intake. 

◉ Place reminder calls for clients registered for appointments and workshops; reschedule appointments when staff are absent.

 ◉ Assist clients with the online registration as well as encourage clients who may not be eligible for employment counselling services to participate in our workshops and to use the resource centre. 

◉ Monitor EOIS-CaMS client referrals and the general site emails and respond to inquiries. 

◉ Conduct data entry of tombstone data of new clients to EO services into the EOIS-CaMS. 

◉ Support the quality of our customer service by conducting follow-up calls with clients 3, 6, and/or 12 months after they completed our services for feedback and document results in EOIS-CaMS. 

◉ Maintain the daily client sign-in sheets and track client flow. 

◉ Monitor agency program bulletin boards and keep them up-to-date. 

◉ Create events/workshop registrations for all workshops through Eventbrite and send marketing notice of these new events including the Eventbrite links. 

◉ Create the monthly event calendar for office. 

◉ Update, print and maintain agency flyers and information at the front desk and resource centre. 

◉ Research and update existing community resources on a regular basis. 

◉ Assist clients in the resource centre with computer assistance and general inquiries. 

◉ Support the coordination and logistics of planning and delivering onsite job fairs and other events. 

◉ Participate in community outreach to promote SfC programs and services including attending various stakeholders networking sessions and special events. 

◉ Create client files and assist with file management and maintenance to ensure quality control measures as well as data collection constancy and integrity, and security. 

◉ Compile our customer service feedback from our individual and workshop clients and submit to the Site supervisor for analysis.

◉ Liaise with the technical staff for the maintenance of leased office equipment like fax machine, photocopiers etc. 

◉ Monitor quantity of supplies and office equipment and complete purchase order to be approved by Site Supervisor.

◉ Assist in organizing special events at SfC like AGM’s, Conferences, media events, NPA, Alumni meetings, Celebrations, fundraising activities and Staff activities. 

◉ Attend staff and team meetings as required. 

◉ Perform other tasks as assigned by the EO Management 

QUALIFICATIONS, SKILLS, AND ATTRIBUTES: 

◉ Post-Secondary degree or diploma required in administration, customer service, community work and/or related field 

◉ A minimum of 2 years of related experience required 

◉ Experience operating telephone switchboard, multi-line phone system required 

◉ Criminal reference check for vulnerable sector is required 

◉ Excellent communication skills, fluent in other languages would be an asset 

◉ Strong interpersonal, teamwork and customer service skills 

◉ Initiative, energy, and persistence in completing assignments

◉ Adaptable with excellent problem-solving skills and a high level of resourcefulness 

◉ Touch typing, data entry, proficiency working in Windows, Google, and MS office applications required 

◉ Excellent organizational skills and ability to multitask effectively 

◉ Knowledge of and familiarity with community resources 

◉ Sensitivity to, and understanding of, issues of concern to the immigrants and refugees, youth, persons with a disability 

PLEASE SEND YOUR APPLICATION TO: hr@skillsforchange.org 

As part of our commitment to diverse & inclusion racial justice and reconciliation, Skills for Change encourages applications from those who identify as Black, Indigenous, LGBTQS+, Racialized and other under-represented communities. Skills for Change offers accommodation for applicants with disabilities in each stage of the hiring process. If you are contacted regarding a job opportunity, please advise if you require accommodation. This  document is available in an alternate format on request. We thank all applicants for their interest in this position however only those selected for an interview will be contacted