Community Service Worker

Community Service Workers collaborate within a client-centered team to aid individuals and families in the Niagara Region in accessing necessary supports and services to accomplish life stabilization objectives. This role provides coordination and administrative supports to clients and program staff. Serving as the initial point of contact for individuals, families and community partners, delivering person-centered, customer service through in-person, telephone, and electronic channels to a diverse and vulnerable population is a fundamental aspect of this role.

• Completion of a 2-year College Diploma in a Social/Human/Community Services discipline

• Additional training in software courses including database, spreadsheet, word processing, and other software applications is preferred

• Additional training such as de-escalation, effective communication, crisis intervention, naloxone, poverty reduction, sensitivity training and Diversity, Equity and Inclusion (or related) is an asset.

• Over 2 years of demonstrated experience in a human/social services environment, working with vulnerable populations.

• Experience dealing with highly sensitive and confidential information

• Proven aptitude in problem solving and decision-making.

• Knowledge of/experience with administrative office procedures and practices to provide support in a highly automated environment using online databases to input/access information

• Knowledge of applicable legislation, policies, guidelines and frameworks (i.e. Ontario Works Act, regulations and directives, Municipal Freedom of Information and Protection of Privacy Act, etc) is an asset

• Experience working with provincial databases and related systems (i.e. SAMS) is an asset

• Experience providing person-centred, informed services and supports to individuals with diverse experiences and identities through a DEI (Diversity, Equality and Inclusion) lens

• Experience working collaboratively with diverse communities, groups and organizations with knowledge, experience and commitment to equal access, equity and diversity.

• Experience in conducting interviews and providing collaborative coaching to individuals and families in finding and using community resources.

• Demonstrated ability to adapt to change and perform effectively in a dynamic and complex work environment.

• Strong interpersonal, communication (oral and written), and teamwork skills to relate to clients, families, peers and other community partners in a calm, professional and client centred manner through a DEI lens

• Strong analytical, problem solving, organizational and time management skills

• Effective notation and computer skills (Microsoft office, databases) to perform documentation and related administrative duties

• Ability to handle sensitive and/or confidential information with diplomacy, tact and discretion

• Ability to work independently with minimal supervision as well as part of a team

• Strong conflict resolution skills

• Fluency in other language is an asset

• Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.

Financial Administration

• Conduct financial reviews to collect necessary applicant information and appropriate documentation related to ongoing eligibility. Provide documentation to Casemanager/Supervisor for eligibility determination.

• Review and explain various documents and forms with clients and obtain signatures as required for ongoing Social Assistance entitlement.

• Maintain current knowledge of regulations, policies, and procedures.

• Financial tasks supporting programs areas including creating overpayments, maintenance and distribution of reloadable payment cards, issuing additional benefits, receiving and documenting payments, collecting and reconciling vendor payments, preparing invoices, and bank deposit activities.

• Responsible for processing initial intake applications, initiating applications, reviewing consent forms, evaluating situations for emergency assistance applications and executing file transfers

• Primary contact for third parties, offering direction and guidance regarding recovery process, establish acceptable overpayment repayment plans as per legislative requirements and guidelines

• Facilitate communication between vendors and stakeholders, monitor payment validation and assist with the file transfers and recovery processes as needed.

Customer Service

• Provide services within established customer experience standards, all while upholding corporate values

• Deliver comprehensive customer service through in-person, telephone, and electronic interactions, encompassing switchboard operations, and front counter services to a vulnerable client population as well as general public.

• Triage service needs by addressing inquiries, providing advice/referrals, identifying urgent customer/client needs, managing appointment schedules, and relaying messages to staff/agencies.

• Assist individuals in applying for any additional funding and/or community resources to support life stabilization (i.e. CPP, OAS, CRA and related programs)

• Apply problem-solving techniques to assist clients with solutions.

• Apply crisis intervention techniques to de-escalate potentially volatile situations

• Complete comprehensive and concise case notes and maintain accurate case records.

• Communicate with client advocates and community agencies including political representatives, financial institutions, police services and other agencies. Link client to appropriate services to resolve barriers such as housing, employment, income, childcare, food banks, etc.

• Assist clients with cheque related issues/matters and assist in completion of appropriate documentation.

Administrative Support

• Provide administrative supports such as scheduling interviews, preparing correspondence, booking interpreters, assigning cases, creating files, electronic document management, and completing necessary updates

• Commission documents for the purposes of the Ontario Works Act

• Prepare, maintain, and distribute statistical reports on specified data obtained from Social Assistance Database and other sources, as required. (i.e. payment/overpayment reports)

• Enter and review data in relevant platforms such as Social Assistance Management System (SAMS and Homeless Individual Families Information System (HIFIS)

• Office administration tasks such as organize and stock reception area as required, update information boards monthly, support building maintenance through work orders, open and close the office, manage procurement of office supplies/forms

• Comply with the requirements of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).

• Deal appropriately with highly sensitive and confidential information

• Ensure all appropriate records and documentation are current and accurate (For example EVP)

Performs other related duties as assigned.