Intake Specialist, Application Screening Unit
Requisition ID: 15002
Department: Community & Social Services Dept.
Service: Employment and Social Services
Employment Type: Multiple Full Time Temporary Positions, Full Time Permanent Positions and Eligibility List
Work Hours: 35 hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $61,663.42 - $72,157.54 annually (2024 rates of pay)
Location: 100 Constellation, Nepean
City: Ottawa, ON
Job Category: Community and Social Services
Application Close: 01/11/2024
JOB SUMMARY
The mandate of Employment and Social Services is to provide financial assistance, employment supports and related programs such as Ontario Works, Essential Health and Social Supports (EHSS), Child Care, Residential services and the Home Support program through four Employment and Social Services sites.
You are responsible for gathering accurate and detailed information from City of Ottawa residents who are applying for a program or service delivered by the Employment and Social Services (ESS) Branch. You conduct a telephone interview, complete an assessment based on personal and financial circumstances, determine potential eligibility for a program or service, schedule the applicant to the next point of contact, render decisions of ineligibility and refer callers to other appropriate public or community services for assistance.
You are dedicated to optimum quality customer service while managing call volumes and operate in compliance with legislation, policy, procedures and standards set by the province and the ESS Branch.
You deal with a vulnerable client population who are in financial need, who may be in crisis and/or facing other difficult situations.
You require a strong knowledge of ESS programs and services, applicable federal, provincial and municipal legislation, policy and procedures, community resources and a variety of computer programs and software. You are part of the eligibility staff and as such, have a high degree of independence in performing your duties and responsibilities.
EDUCATION AND EXPERIENCE
Completion of Grade 12
Minimum of 4 years of clerical experience, of which 1 year must be in a social services or customer services field
KNOWLEDGE
- Applicable federal, provincial and municipal legislation, policy, procedures and programs
- Special needs/requirements of client populations accessing programs and services delivered by the Employment and Financial Assistance (EFA) Branch
- Community resources
- Interviewing techniques
- Use of a variety of computer programs such as (Windows, Outlook and personal computer operations)
Desirable Qualifications:
- Working knowledge of the Ontario Works Act and EFA programs and services and basic knowledge of the Ontario Disability Support Program
- Working knowledge of SAMS (Social Assistance Management System)
- Working knowledge of Contact Centre Management Software
COMPETENCIES, SKILLS AND ABILITIES
- Interpret, apply and explain legislation, policy and procedures
- Work with people of diverse social, economic and ethnic backgrounds
- Deal with constant emergency, high stress situations over the telephone
- Conflict resolution skills (crisis)
- Proficiency in computer and telephony skills with keyboarding skills of a minimum of 40 wpm
- Work in a stressful and fast-paced environment
- Communicate effectively and tactfully both orally and in writing
- Excellent customer service approach
- Awareness of and sensitivity to the special needs of client population
- Effective interpersonal and organizational skills
- Ability to make sound independent decisions and exercise discretion in decision making
- Work both independently and as part of a team
- Demonstrate tact, empathy, sensitivity and discretion
- Be responsive to the queue (meet call volume demands within response performance standard)
- Flexible and adaptive
WHAT YOU NEED TO KNOW
- Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.
- Police Record Check: The successful candidate will be required to complete a Vulnerable Sector Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.
- Successful candidates meeting the employer's qualification standard will be placed on the permanent and/or temporary eligibility list in order of merit.
- The permanent eligibility list will be utilized to fill permanent (full time continuous) vacancies from the closing date of the competition until the opening date of the next competition.
- The temporary eligibility list will be utilized to fill full time and part time temporary vacancies for up to one year from the closing date of this competition.
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.
The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.
Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.