Intake Coordinator - Community Health and Wellbeing

Title: Intake Coordinator - Community Health and Wellbeing

Employee Working Location: In Person (Toronto Region - Etobicoke, CA)

Employment Status: Temporary Full-Time (6 Months)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

• Conduct the full intake process to assess client needs and determine eligibility for services based on established guidelines and procedures.
• Coordinate the initiation and delivery of services for new clients, ensuring timely and accurate setup.
• Provide clear and accurate service information to clients, including available options, pricing, schedules, and payment methods.
• Offer referrals to other programs or community resources for individuals who are ineligible or outside the service area.
• Communicate with clients in a professional and compassionate manner, particularly those experiencing physical, psychological, or social vulnerabilities.
• Demonstrate understanding of diverse client needs (e.g., cognitive impairments, communication barriers, chronic conditions) and respond with patience and empathy.
• Schedule services based on client requests and program parameters (e.g., appointments, deliveries, or visits).
• Prepare and update daily service schedules, communicating assignments to staff and/or volunteers through appropriate channels.
• Maintain ongoing communication with clients, team members, and partners to coordinate changes, provide updates, and resolve issues as they arise.
• Address last-minute service disruptions or emergencies, following appropriate protocols and ensuring safety and continuity of care.
• Monitor client needs such as dietary restrictions or service preferences and coordinate logistics accordingly.
• Maintain accurate and up-to-date records in client databases, ensuring confidentiality and data integrity.
• Respond to inquiries, check voicemail messages, and return calls promptly and professionally.
• Document service interactions, complaints, compliments, and follow-up actions to support quality assurance and service improvement.
• Support financial administration, such as processing payments, resolving billing inquiries, and assisting with overdue account follow-up.
• Communicate updates on client intake and service changes to program leads and frontline staff.
• Collect and review client feedback and service data to support evaluation and make recommendations for improvement.
• Manage incoming and outgoing communications (e.g., emails, documents, forms), ensuring timely processing and appropriate documentation in client records.

What we are looking for:

• Qualifications include a minimum of 3 years' experience and a 1-2 year post-secondary certification/diploma in social services, health administration, community development and/or an equivalent combination of education and experience.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint is required.
• Ability to identify and resolve issues, by applying standard procedures and functional or organizational knowledge.
• Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations.
• Experience in program coordination, community engagement, and leading initiatives.
• Experience working with diverse populations and vulnerable or underserved communities. • Knowledge of community-based program delivery.

Working Conditions:

Physical Effort:

• No unusual physical requirements.

Sensory & Mental Effort

• Requires concentration, attentiveness, and attention to detail.
• Ability to adapt to changes in work priorities and respond to time sensitive needs.

Work Environment:

• Work will be conducted in an office-like setting.
• May require travel to safe locations; limited exposure to adverse conditions.
• Work requires the ability to work to deadlines.
• Work requires interactions with dissatisfied clients and the resolution of client issues.
• In a large-scale emergency, where staff numbers are compromised or additional resources are required provide disaster relief and/or emergency field operational support.
• Will be required to work extended hours during peak periods on short notice.