Care Coordinator

Canadian Mental Health Association Toronto Branch • Toronto, ON

5d • CA$54,943 - CA$60,203 • Onsite

About The Position

The Intake Coordinator serves as the initial point of contact, either by phone or in person. They initiate basic clinical client screening, assess requests made by referral sources, and refer clients to appropriate resources. Responsibilities include fielding incoming calls, developing and maintaining relationships with other community agencies, maintaining database information, performing data analysis, completing OCAN training, documenting follow-up on services provided, and other duties as assigned. The Intake Coordinator works collaboratively with a team to provide excellent service to consumers, families, and other service providers.

Requirements

• Undergraduate degree or diploma in Social Services or an equivalent.
• Experience in community mental health, with knowledge of community programs and resources in the Greater Toronto Area.
• Experience providing service for people with diverse backgrounds.
• Experience researching and helping people find appropriate information.
• Experience with clinical records databases
• A welcoming and respectful approach to working with people.
• A thorough understanding of the resources and skills required to provide professional community information and referral.
• Excellent assessment and communication skills.
• Computer literacy and experience with Microsoft Office, and client service databases.
• Commitment to CMHA Toronto's mission and values, including a dedication to promoting mental health equity and inclusion.

Nice To Haves

• Certification in Information and Referral considered a strong asset.
• Personal experience with mental health challenges, whether firsthand or through a loved one, is considered an asset.

Responsibilities

• Respond to telephone calls, letters, emails and walk-ins from individuals seeking mental health information and services.
• Assess the service needs of the person seeking information and direct them to appropriate treatment and/or support services.
• Provide a range of options for care and links to them: phone numbers, hours of service, locations, and waiting lists.
• Assist callers by making telephone inquiries about services, eligibility, and what callers can expect.
• Build rapport with people calling CMHA for services.
• Provide information about CMHA programs.
• Explain the referral process and send the referral forms on request.
• Assess the mental health community support needs of the potential clients.
• Suggest alternative services if CMHA programs are not an appropriate service.
• Screen completed referral forms to determine whether the program applied for is suitable.
• Attend Team Meetings and provide updates on referrals, admissions, wait times and admissions
• Request original consent forms to request hospital records.
• Record referrals on database system and on log sheet.
• Pass on referrals to respective CMHA team leaders.
• Respond to follow-up calls from potential clients, family members, and referral sources.
• Maintain accurate updates on database system of all incoming referrals.
• Contact referral sources when a referral is a non-admission.
• Write letter to referral source and offer suggestions for alternative mental health services if possible.
• Respond to telephone from persons wanting to discuss reasons for non-admissions.
• Develop relationships with community agencies to inform of mental health services that are available.
• Facilitate presentations on the Information and Referral program.
• Attend CMHA Toronto Community Fairs and other outreach events to promote CMHA Toronto programs and services
• Maintain a log of all types of requests and of type of information given.
• Time sheets and expense reports.

Benefits

• Health Care of Ontario Pension Plan (HOOPP), a predictable, secure monthly income upon retirement
• Work-life balance and flexibility – to ensure you have time for the things that matter to you
• Work with like-minded, passionate individuals and make an impact on mental health service delivery
• Build genuine and authentic connections, with colleagues and clients, with the goal of making a difference
• Opportunities for learning and advancement
• Emphasis on work-life balance
• Commitment to continuous learning through training and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree