City of Toronto Hiring for CASEWORKER HOMELESSNESS SERVICES SSHA (Call Centre) at Toronto, ON Full Time

Division & Section: Shelter, Support & Housing Admin, SSHA Homelessness Init & Prevention Svcs

Work Location: In-person office located in east end of Scarborough

Job Type & Duration: Part-time, Ongoing

Hourly Rate and Wage Grade: $35.84 – $39.26 hourly, TP4505, Wage Grade 10

Shift Information: Monday – Sunday, Up to 40 hours per week. Rotational Shifts. For more details, please see below.

Number of Positions Open: 20+

Posting Period: 16-AUG-2022 to 04-SEP-2022

Join Us!

Interested applicants are recommended to join us at our virtual info sessions. You will have the opportunity to learn more about the role and working for the City of Toronto, ask questions related to the position, and find out more about the application process.

For dates, times and Webex info please see below:
Wednesday, August 17, 2022 from 11:00 AM to 12:00 PM: https://toronto.webex.com/toronto/j.php?MTID=m1faa110a5bab78dd1c1f0e7bfad30d6a

Saturday, August 20, 2022 from 11:00 AM to 12:00 PM: https://toronto.webex.com/toronto/j.php?MTID=m23c5dcce401afc350acf58bc38b9f2b6

Central Intake operates 24 hours a day, 7 days a week, as a call centre, providing information and conducting intake assessments over the phone for individuals and families seeking emergency shelter assistance, homelessness prevention supports and other housing related services. Central Intake Caseworkers provide high quality customer services by providing access to information in a timely manner, with a focus on minimizing caller wait times.

SHIFT REQUIREMENTS:
Working in a team environment, and reporting to the Shift Leader on duty, the Caseworker Homelessness Services must be available 4 days a week for all shifts (including Saturdays and Sundays) on a rotational shift schedule. Work location may transition to a hybrid environment post orientation and training. Shifts are as follows:

12:00 AM to 8:00 AM

7:30 AM to 3:30 PM

8:00 AM to 4:00 PM

10:00 AM to 6:00 PM

11:00 AM to 7:00 PM

1:00 PM to 9:00 PM

3:30 PM to 11:30 PM

4:00 PM to 12:00 AM

Note: The majority of each shift will be taking in-bound calls from callers seeking homelessness services or information. This position will also include the use of a headset for prolonged periods and working at a computer screen for extended periods of time. There is a substantial administrative component in this position.

Major Responsibilities:
Conducts assessments by phone to determine needs and resources of individuals and families to develop a short term service plan to meet / address their specific needs

Applies homelessness prevention and shelter diversion strategies where possible, to assist clients to sustain their current housing and/or be directed to applicable service providers to meet their needs

Collects and assesses information to determine client’s eligibility for emergency shelter and other shelter and housing related services

Determines, develops and recommends courses of action based on legislation, divisional policies and procedures, and the evaluation of clients’ functional abilities, degree of urgency, finances, and other relevant criteria

Coordinates referrals to supports and services to community agencies, City of Toronto programs, and other levels of government to meet client needs

Utilizes the principles of case management when conducting assessments and referrals to address client needs

Advocate on behalf of clients for services and benefits with internal and external resources and supports, which may include landlords/housing providers, income maintenance programs, and shelters and other service providers

Completes third party verification by contacting various sources, including community agencies, housing providers, health care providers, income maintenance systems, child welfare agencies, Public Trustees, and other service providers

Responds to crisis situations involving clients by assessing the situation and implementing appropriate solution which promote client safety

Maintains thorough case documentation in automated systems, including documenting all intake and case plan information, and entering statistics related to case histories. Updates and revises intake records with each client contact, to ensure case information is current

Works independently and as part of a team to identify client needs and assist the client to access appropriate programs and services.

Maintains a high level of familiarity with legislation, community services, resources, programs, policies & procedures, and issues affecting or related to the client population

Responds to inquiries from the general public and/or other service providers

Maintains a high level of confidentiality related to all client matters and information

Participates in team meetings and case conferences to discuss program issues, review client needs, discuss case plans, homeless prevention/shelter diversion plans, etc.

Reports trends, challenges and issues relating to shelter system to the Shift Leader and/or Supervisor, Social Assistance

Key Qualifications:
Experience conducting a high volume and frequently complex client intakes/assessments, either in a call-centre or in-person environment within the human services or customer relations sector.

Considerable experience assisting clients in a human service setting, (e.g. providing homelessness services, social supports or healthcare related services either through client intake/assessments or referrals).

Considerable experience entering and extracting information from various databases or software applications, including MS Office (Outlook, Word, Excel).

Considerable experience with high volume data entry and maintaining large multi-screen databases, while accurately managing large volumes of complex and sensitive information.

Degree or diploma in Social Services or related field, or equivalent combination of education and/or experience.

You must also have:
Working knowledge of applicable legislation such as Ontario Works Act, Ontario Disability Support Program, Municipal Freedom of Information & Protection of Privacy Act (MFIPPA), Residential Tenancies Act, Mental Health Act, Child & Family Services Act, etc.

Ability to respond appropriately and in a compassionate manner to clients sharing highly sensitive information that often includes details of traumatic events.

Ability to exercise good judgement, tact and diplomacy when interacting with members of the public, media, and elected officials.

Ability to de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic and professional manner.

Excellent assessment and problem-solving skills with the ability to respond to situations based on available information and/or past experience.

Excellent knowledge of issues related to homelessness (e.g. psycho/social/physical, educational and/or environmental problems), including the ability to provide appropriate resources for individuals, families and children.

Excellent knowledge of resources and services available within the City of Toronto, other levels of government, and community agencies.

Highly developed interpersonal skills and the ability to work independently and as a member of a team in a dynamic, complex environment.

Ability to follow directions, multi-task, manage and organize time , work well under pressure, and maintain composure during stressful situations, as well as showing attention to detail with the ability to set priorities and meet deadlines.

Excellent written communication skills to effectively prepare and document case histories and process and analyze data.

Ability to conduct research by extracting and interpreting information from various databases and software applications, including Internet search engines.

Must be available to work varied shifts including days, afternoons, evenings, overnights, weekends and statutory/religious holidays.

May be assigned to work at alternate work sites.

NOTE: A Vulnerable Sector Police Reference Check will be required as a condition of employment.

Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City’s Mandatory Vaccination Policy . Candidates will be required to show proof of vaccination during the recruitment process.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City’s Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’s Hiring Policies and Accommodation Process .