System Navigator I

Reach Out Centre for Kids•Burlington, ON

31d•CA$50,000 - CA$56,500•Hybrid

About The Position

This role is for a compassionate, organized, and client-focused professional who is passionate about supporting children, youth, and families in accessing mental health and community services. The System Navigator I is often the first point of contact for individuals seeking help and approaches each interaction with empathy, professionalism, and a commitment to client-centered care. With a background in Social Work, Child and Youth Work, Psychology, or a related field, they bring a strong understanding of the social service and mental health systems and are comfortable navigating both in-person and virtual environments. Key responsibilities include triaging inquiries, coordinating care pathways, and ensuring all client interactions reflect values of respect, collaboration, and accessibility. Strengths include clear communication, attention to detail, and the ability to work efficiently in a dynamic, multi-system environment. They manage referrals, check in with families on waitlists, support live chat users, and liaise with community service providers, always being solutions-focused, resourceful, and dedicated to creating a seamless and supportive experience. The role requires technological savviness, including proficiency in electronic health record systems, MS Office applications, and virtual platforms. The individual thrives both independently and as a collaborative team member, driven by a shared mission to improve access to care and enhance community well-being. ROCK (Reach Out Centre for Kids) is a leading non-profit employer providing mental health services to children, youth, and families in the Halton region, with an accredited status and a commitment to high-quality care. They offer professional development, company events, and a supportive culture. ROCK is site-certified in the Neurosequential Model of Therapeutics (NMT) and operates on a hybrid work model.

Requirements

Degree or Diploma in Child and Youth Care or equivalent.
Graduate of a recognized university or a community college program with a degree in Social Work, Child and Youth Work Psychology, or equivalent education relating to specific populations being served.
Highly developed collaborative working style with the ability to work in a conciliatory, respectful manner within and between systems that service children, youth and their families.
Able to demonstrate a commitment to maintaining an optimistic, solution-focused and strength-based approach.
Demonstrated competence with data entry and the utilization of a client information system.
Experience and comfort providing support to clients over the phone, virtually and in-person.
Proficiency with MS Office Suite programs at an intermediate level (i.e., Word, Excel, Teams, PowerPoint).
Proficient in the use of technology as required of the position, including working in a virtual environment.
Familiarity of Electronic Health Records/Client Information Systems.
A current Criminal Reference Check with Vulnerable Sector Check.

Nice To Haves

2 years of experience working in mental health settings, or equivalent experience is an asset.
Established working relationships with Halton community service providers is an asset.
Proven ability to provide an optimal client service experience.
Excellent interpersonal and collaboration skills.
Excellent organization and administrative skills, including strong attention to detail with commitment to high quality work.
Ability to take initiative and work both independently and collaboratively as a part of a team.
Ability to interact with staff at all levels and maintain effective working relationships.

Responsibilities

Support positive client-centered access to information and care at ROCK.
Establish a positive impression with the community by providing and facilitating information, resources, and referrals.
Hold a holistic, system vantage point to see the ‘bigger picture’ and help the agency meet the needs of the community in accessing services with maximum efficiency.
Triage inquiries.
Coordinate care pathways.
Ensure all client interactions reflect the values of respect, collaboration, and accessibility.
Manage referrals.
Check in with families on waitlists.
Support live chat users.
Liaise with community service providers.