Service Navigator

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
Toronto North Support Services
  • Case Management
  • Call Centre / Customer Support
  • Social Work
Contract - Full Time
  • Ontario - Metro Toronto Area
Experienced (Non-manager)N/A2019-05-092019-06-27

Use your assessment and engagement skills to help applicants secure the community mental health services that they need and want. At The Access Point, we’re working in collaboration with service providers to improve how people with mental health concerns are matched to services.  Our dedicated team of Service Navigators assesses and supports people applying for services using their experience in the field and our standardized clinical tools.

We are committed to quality improvement, staff training and a positive work environment. Join our team and be a part of a system level initiative that you’ll be proud of.                                                                                                          

Education, Knowledge and Skills:

  • Degree or diploma in health/human services or equivalent experience
  • Minimum 3 years counselling and/or case management experience in the adult mental health and/or mental health supportive housing sector
  • Strong risk assessment skills, with an ability to support clients in distress and de-escalate challenging situations
  • Excellent interpersonal skills and the ability to form supportive relationships with marginalized individuals
  • Knowledge of concurrent disorders and experience with the continuum of addiction services
  • Comprehensive knowledge of community resources for supportive housing, mental health and substance abuse
  • Excellent organizational skills and demonstrated creativity and flexibility in problem-solving on an individual, program and systems level
  • Sound judgment using professional standards that is first and foremost respectful of the clients being served
  • Experience working with people by phone and in a high volume environment is considered an asset
  • Demonstrated ability to deliver services in partnership with other providers and stakeholders
  • Computer literacy and experience with Microsoft Word, client service databases and electronic mail systems
  • Demonstrated ability to work within an anti-racist, anti-oppression framework
  • Ability to speak Cantonese, Mandarin or Vietnamese considered an asset

Specific Responsibilities:

The Access Point Service Navigator will deliver The Access Point’s information and referral, triage, assessment, eligibility determination and resource matching functions.  They will support and participate in outreach and education initiatives in relation to the work of The Access Point and the mental health service system.

  • Receiving inquiries from, and providing information to, consumers, families and referral sources on mental health and addictions services and supports accessible through The Access Point
  • Screening clients for eligibility of services, assessing risk, and identifying clients with more urgent needs for priority access
  • Conducting assessment interviews to gather pertinent client information
  • Assisting callers with evaluating and accessing appropriate community resources, services and supports
  • Maintaining strong relationships with service providers in The Access Point network and ensuring a smooth process of placing people into service
  • Providing support to service providers and to service resolution processes when needed
  • Ensuring that applications are current, information is accurate and individuals at the top of the waitlist are ready for referral and placement
  • Matching and referral of clients to appropriate services when they are available
  • Responding to client, family and referral source inquiries about the status of a client on The Access Point waitlist
  • Proactively monitoring people who are waiting for service and identifying gaps in service to ensure client needs are met

Other Responsibilities:

All Access Point Service Navigators will also have the following responsibilities:

  • Coordinated access system administration; helping to maintain up to date information on community resources, partner agencies, applicant files and waitlist data
  • Other day-to-day duties as assigned, including participating in team and agency meetings, and participating in external workshops or inter-agency initiatives

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