Title:  Employment Services Intake Representative (Under Review) - C06112

Summary of Duties:

Reporting to the Manager(s) or designate, the Employment Services Intake Representative works as part of a team to support job seekers in the geographical area of London, Middlesex, St. Thomas, Elgin, and Oxford, with a particular focus on providing job seekers with focused customer service. This includes determining eligibility for employment services and employment stream based upon established criteria and connecting clients  with employment services providers and partners to support long-term employment.

Working within established standards and protocols, the Employment Services Intake Representative is a primary point of contact with job seekers within the London catchment area. 

Work Performed:

• Responds to and/or screens job seeker inquiries, including telephone, email, website-based, and updates computer system when relevant.
• Takes messages in person and by telephone, provides basic routine information in response to inquiries and relays messages to appropriate staff.
• Collects and maintains a supply of Employment Services information for distribution to the public and provides job seekers with information regarding Employment Services by distributing appropriate literature, brochures and forms.
• Based on a defined set of criteria, interviews job seekers and assesses barriers to employment to establish initial level of Employment Services support required.
• Completes all necessary provincial and municipal forms, and receives and exchanges information with third parties as required in compliance with regulations and 
• guidelines, including provincial and municipal privacy legislation.
• Checks computer system for previous applications or services received; if already recorded in computer system, ensures all data is correct, and updates information as required.
• Reviews job seeker files to ensure all information is complete; contacts applicant to request additional information if needed.
• Maintains knowledge of relevant legislation, applicable regulations, guidelines, municipal policies and business practices and community resources.
• Monitors service provider caseload to ensure appropriate capacity for client support, and refers client to appropriate service provider based on criteria established within the Division. 
• Contacts staff and managers as necessary related to appointment times or to assist in addressing customer service needs within established procedures.
• Communicates with job seekers or their representatives relevant to their eligibility and streaming.
• Gathers job seeker information and data.
• Collects relevant service delivery information from internal and external sources.
• Assists in the maintenance of procedures, manuals and forms for administering programs within London Regional Employment Services. 
• Performs various administrative functions including scheduling appointments, filing, sorting, recording, and data entry. 
• Assists with documenting procedures and policies.
• Performs related duties as assigned.

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Qualifications:

• Completion of a one-year Human Services certificate. 

Experience:

• One year of relevant customer service-oriented work experience in the employment services or social services sector is required.  

Specialized Training & Licenses:

Skills and abilities in the following areas are necessary:

• Demonstrated understanding of issues related to unemployment and under-employment.
• Demonstrated effective verbal, written, interpersonal, communication, facilitation, and presentation skills. 
• Demonstrated effective relationship-building skills with a diversity of individuals, groups and organizations. 
• Demonstrated understanding of the systemic barriers that prevent equitable participation in the workplace for disadvantaged individuals experiencing poverty, mental health issues or addictions, persons with disabilities, Black and Indigenous people, and other racialized peoples, and women. 
• Ability to understand government programs and policies and develop and adapt programs accordingly. 
• Demonstrated effective organizational and time management skills. 
• Proficiency of Microsoft Suite (Word, Excel, PowerPoint) and ability to learn use of relevant software applications is required.

Compensation & Other Information:

$40,328 - $58,583 (Level 6)

This posting is for 2 temporary full-time positions for up to 2 years.

(This position is currently under review.)

Current hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m. 

Work Arrangement: Hybrid. Subject to change in accordance with business requirements.

These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

Police Record Check:

The successful candidate will be required to complete a Criminal Record Check.