Client Service Navigator

Skills For Change Metro•Toronto, ON

5d•Hybrid

About The Position

Skills for Change is a respected charity with a province-wide reputation for pioneering programs that respond to shifting immigration and workplace trends and lead to employment. They offer a range of accelerated programs including mentoring, employment, mental health, entrepreneurship, settlement, language training, and specialized programs for trades, women, Black communities, seniors, and youth. Skills for Change recognizes the urgent need to provide AI skill development programs to address the challenges faced by racialized and newcomer youth, women, and other marginalized communities who experience high unemployment and underemployment. This role will focus on delivering Digital and AI upskilling and support to empower underserved communities. The Client Service Navigator acts as a trusted guide to community members, ensuring learning opportunities are relevant and engaging, and that support is readily available.

Requirements

Diploma or post-secondary degree in education, adult learning and development, or a related field required.
Minimum two (2) years of experience in virtual program facilitation, with flexibility to adapt delivery based on participant needs required.
Strong understanding of AI and digital literacy, particularly as it relates to workforce development and upskilling required.
Experience in client services, intake, training coordination, or employment support.
Strong interpersonal communication and group facilitation skills to engage diverse participants.
Required training in AI tools, demonstrated through completed programs or certifications, including short-term skills training (e.g., LinkedIn Learning, workshops, or professional development courses).
Technical troubleshooting skills to support participants in online learning environments.
Experience with data entry, record-keeping, and participant tracking for program evaluation.
Sensitivity to the barriers faced by equity-deserving communities (e.g., newcomers, refugees, youth) and ability to provide inclusive learning support.
Ability to communicate fluently in English, with additional language skills considered an asset.
Proficiency in MS Office 365 suite (Outlook, Teams, SharePoint) and virtual facilitation platforms.
Strong problem-solving, organizational, and multitasking abilities in a fast-paced environment.
Empathetic and patient in supporting individuals with varying comfort levels in adopting new technologies.
A team player with initiative, energy, and creativity.
A clear mandatory vulnerable sector check is required.

Nice To Haves

Able to think creatively and take initiative in a fast-paced work environment.
Familiar with artificial intelligence (AI) tools and how they can be used in everyday tasks.
Comfortable supporting online learning and development projects that are engaging and accessible.
Motivated by a strong sense of purpose and committed to long-term goals, even when challenges arise.
Believes in the power of technology and social programs to create positive change.
Enjoys working with data and understands how it can be used to improve processes and services.
Understands the barriers faced by equity-deserving communities in accessing new technology and is committed to making learning accessible.
Has experience working in teams within tech education, social services, non-profits, or educational settings and can apply that experience to this role.

Responsibilities

Conduct intake assessments to identify client needs and recommend AI skilling programs working across all internal Skills for Change programs and external partners.
Refer clients to appropriate workshops, training sessions, and internal/external support services.
Provide one-on-one support to ensure participants remain engaged and successfully complete their training.
Follow up with participants to track their progress and assist with any barriers they face in the program.
Facilitate referrals to additional Skills for Change programs and services as needed.
Facilitate AI and digital upskilling programming, including group workshops, hands-on training, and one-on-one coaching.
Assist in organizing and setting up AI training sessions, including materials, technology, and participant lists.
Ensure smooth registration and attendance tracking for all workshops.
Provide digital learning support, responding to participant questions and resolving basic technical issues.
Help participants build confidence in using emerging technologies to advance their career goals.
Educate and advocate for AI and digital technology adoption to help participants make informed decisions.
Work with program teams, employment services, and community partners to schedule AI training sessions.
Ensure all logistics, materials, and session details are in place for smooth program delivery.
Maintain regular communication with internal teams to facilitate a positive participant experience.
Record attendance and track client participation in the internal database.
Maintain accurate client records and ensure all required documentation is completed.
Support program reporting efforts by collecting participant data and feedback.
Stay informed on the latest AI and digital upskilling trends to enhance program delivery.
Recruit and outreach out to potential participants, especially newcomers, youth, and underserved communities.
Develop participant-friendly communications to encourage engagement in AI training opportunities.
Collaborate with community organizations to raise awareness about AI skilling programs.
Support the Manager with training development, curriculum updates, and program improvements.
Handle additional tasks as assigned to support program success.