Client Engagement Support

Skills For Change Metro•Toronto, ON

3d•Onsite

About The Position

Skills for Change is a non-profit charity with 43 years of operations and a province-wide reputation for pioneering programs that respond to shifting immigration and workplace trends and lead to employment. We offer a range of accelerated programs including mentoring, employment, settlement, language training, together with specialized programs for skilled trades, women, and youth. We have 5 locations across the GTA and serve 16,000 clients annually. The Skills for Change Pre-Arrival Services provide a range of resources, supports, and service components designed to prepare newcomers before they arrive in Canada, helping them begin their settlement and employment journey with confidence. The role is to create a positive first point of contact for clients accessing services remotely, carry out administrative tasks, and deliver high-quality support by assisting clients, offering resource guidance, and making referrals as needed.

Requirements

Post-Secondary degree or diploma required in administration, customer service, community work and/or related field
A minimum of 2 years of related experience required
Experience operating telephone switchboard, multi-line phone system required
Criminal reference check for vulnerable sector is required
Excellent communication skills, fluent in other languages would be an asset
Strong interpersonal, teamwork and customer service skills
Initiative, energy, and persistence in completing assignments
Adaptable with excellent problem-solving skills and a high level of resourcefulness
Touch typing, data entry, proficiency working in Windows, Google, and MS office applications required
Excellent organizational skills and ability to multitask effectively
Knowledge of and familiarity with community resources
Sensitivity to, and understanding of, issues of concern to the immigrants and refugees, youth, persons with a disability

Nice To Haves

Ability to communicate in other languages would be an asset

Responsibilities

Greet and welcome clients, visitors and guests at the reception desk in person and/or virtually as required.
Screen and direct calls to appropriate staff members and SfC departments; take messages and convey to the appropriate staff members, volunteers or placement students.
Refer clients to appropriate internal/external programs and services after checking eligibility, initial language level and settlement/employment needs.
Schedule appointments for new clients for registration and intake.
Place reminder calls for clients registered for appointments and workshops; reschedule appointments when staff are absent.
Assist clients with online registration as well as encourage clients who may not be eligible for services to participate in our workshops and to use the resource centre.
Accurately enter and maintain client and event-related data in OCMS and follow up records, with a focus on job fairs, networking events, and caseload updates.
Provide administrative assistance in planning and coordinating workshops, job fairs, and conferences to ensure smooth execution.
Assist in updating program materials and resources, including managing and maintaining content on the online learning management platform.
Conduct follow-up communications with clients and administer post-program surveys and 3-, 6-, and 12-month interval assessments.
Create events/workshop registrations for all workshops through Eventbrite and send marketing notice of these new events including the Eventbrite links.
Support the coordination and logistics of planning and delivering onsite job fairs and other events.
Participate in community outreach to promote SfC programs and services including attending various stakeholders networking sessions and special events.
Create client files and assist with file management and maintenance to ensure quality control measures as well as data collection constancy and integrity, and security.
Compile our customer service feedback from our individual and workshop clients and submit to the supervisor for analysis.
Attend staff and team meetings as required.
Perform other tasks as assigned by management.