JOB DESCRIPTION
JOB CLASSIFICATION: Client Engagement Support
PROGRAM/DEPARTMENT: Business Operations
COMPANY: Skills for Change
LOCATION: 791 St. Clair Avenue West, Toronto, ON
CONTRACT TYPE: Contract (Union)
HOURS: 35 hours per week (Monday-Friday with occasional evening and/or weekend hours)
PAY RATE: $18.82 per hour
REPORTS TO: Associate Director, Business Operations
START DATE: Immediately
END DATE: 1 Year from Start Date
COMPANY
Located on the traditional territories of the Mississaugas of the Credit, the Anishnabeg, the Chippewa, Haudenosaunee, and the Wendat peoples, Skills for Change is working towards advancing the Sustainable Development Goals for the Greater Toronto Area. Named Charity Village's Best Non-Profit Employer - Diversity, Equity and Inclusion and winner of the 2021 Canada Volunteer Awards for innovation, our organization is committed to reducing poverty, improve mental health, eliminating gender-based violence, building community, eradicating systemic racism, and settling and creating sustainable communities for all immigrants, refugees, and underserved communities. Start your career with Skills for Change (SfC) and join our 40-year history of creating innovative programming to build welcoming and equitable communities.
GENERAL ACCOUNTABILITY:
Founded in 1982, Skills for Change is a leading non-profit organization serving immigrants and refugees in Canada. Our mission is to build welcoming and equitable communities. Skills for Change is known for pioneering programs that respond to shifting immigration and workplace trends and lead to employment. We create skills development opportunities for immigrants and refugees to access and fully participate in the workplace and wider community. Our Agency has played a major role in uplifting immigrant and equity-seeking communities for 40 years. As one of the leading holistic service providers in our sector, Skills for Change offers more than 25 programs and services, and annually serves 16,000 people who are newcomers, immigrants, and equity-seeking groups in services around employment, integration, mental health, leadership, entrepreneurship, and more.
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.
● Provide a positive first impression to clients and visitors, conduct administrative duties as well as providing quality customer service by assisting clients with their registration, provide resource support and referrals where needed.
● 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 referral type 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.
● Monitor the general site emails and respond to inquiries
● Screen all the visitors to the agency at the front desk to ensure security and monitor the overall compliance to access programs at all times
● Maintain the daily facility sign-in sheets and track facility access flow
● Monitor agency program bulletin boards and keep them up to date
● Update, print and maintain agency flyers and information at the front desk and resource center
● Research and update existing community resources on a regular basis
● Assist clients in the resource centre with computer assistance and general enquiries
● Support the coordination and logistic of planning and delivering onsite job fairs and other events as required
● 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.
● Liaise with vendors and contractors to carry out service requests assigned through the Ticketing System
● Assist in organizing special events at SfC like AGM’s, Conferences, media events, NPA, Alumni meetings, Celebrations, fundraising activities and Staff activities.
● Execute general administrative tasks and assist with onboarding of staff, students and volunteers.
● Attend staff and team meetings as required.
● Participate in staff trainings as required
● Conduct a sweep of the building and complete the full closure of facility at the close of the workday
● Perform other tasks as assigned by Business Operations
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 diversity & 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