Bilingual Program Support

District of Timiskaming Social Services Administration Board•Kirkland Lake, ON

10d•CA$27 - CA$31•Onsite

About The Position

The Program Support position is the first point of connection for individuals seeking support – often at challenging moments of their lives. The employee’s professionalism, patience, kindness and non-judgmental support impacts how individuals experience our services. This frontline role blends client service with multifaceted administrative support and coordination functions. The Program Support role acts as a central point of contact for supply and materials management, document control, and cross-program administrative assistance, ensuring tasks are completed with accuracy, consistency, and a high standard of professionalism.

Requirements

Bilingual fluency in French and English (written and spoken) is required.
Post-secondary education in Office or Business Administration or a related program, with training in office procedures.
Minimum of one year of experience of direct client-service experience, preferably in a human or social services setting, with progressively responsible administrative or program support experience, or an equivalent combination of education/experience.
Commitment to serving a diverse range of community members – including vulnerable or marginalized individuals experiencing difficult circumstances – in a person-centered and culturally sensitive manner, with empathy, compassion, dignity, and respect.
High integrity and the ability to handle sensitive, confidential client information with discretion.
Dependable, able to successfully follow directions and procedures, and capable of working with minimal supervision.
Ability to communicate clearly and professionally, write proficiently, actively listen, and be appropriately assertive when needed.
Effective interpersonal skills, high emotional intelligence and strong social awareness to put others at ease, understand others’ feelings and perspectives, build trust, and support effective teamwork and problem-solving.
Composure, ability to de-escalate and use sound judgement in demanding and emotionally charged situations, with insight to escalate when intervention is needed for conflict resolution.
Proven organizational skills, high degree of attention to detail, and flexibility to adapt to a changing, fast-paced environment.
Strong proficiency in Word, Excel, Outlook and the capacity to learn new systems, programs and databases.

Nice To Haves

Experience with document and records management systems, graphic design tools are considered an asset.

Responsibilities

Welcome visitors and callers warmly, setting the tone for a safe and respectful environment.
Answer inquiries in person, by phone and electronically, providing clear, accurate information about DTSSAB programs or connecting individuals to the right staff or external resources.
Assess and triage visitors’ needs, assisting individuals with forms, documentation, and client-area resources.
Monitor the reception area for safety, manage office access, coordinate opening/closing procedures, perform front office tasks.
Maintain information boards, signage, client/public facing materials, prepare mailouts, standard correspondence and documents.
Assist with policy and document management, release policy announcements to appropriate channels, link updated policies to shared drive locations, assist with intranet updates and migration of policies and templates as required.
Maintain records of printed and electronic documents and resources (i.e.: master policies), maintain tracking logs, as well as follow organizational processes for retirement, archival or file/document destruction.
Assist with updating and developing printed and electronic documents and materials (i.e.: job aids, forms, templates, signage, brochures, business cards) per organizational branding standards, and contribute to design initiatives, if capabilities allow.
Liaise with external vendors to request and/or receive quotes, communicate specifications (i.e.: for printing, translations services), coordinate submissions, track order status, perform quality control review, contact vendors to resolve account or service issues.
Serve as the single point of contact for office materials and supplies through centralized ordering and inventory processes. Assist with procurement of general office furniture, coordinate external shredding services and facilities access on collection days.
Other related program support responsibilities that can be performed as a secondary function to reception client service.