C184 - Intake Specialist - (Full Time)

Title:Intake Specialist - (Full Time)

Number of Positions:1

Competition Number:C184

Location: Phoenix Center (Main Campus)

Position Status:Full Time, Permanent

Shift Timing & Days:(Monday - Friday) 08:00 am - 04:00 pm

Reports to: Access & Flow Coordinator, Mental Health & Substance Use

Compensation:(Grid
21) $29.76 - $31.64

Job Summary:

The Intake
Specialist is a member of the Mental Health & Substance Use (MHSU) team.
The position is part of the intake team that supports client admissions into
our bed-based treatment and housing programs, and to assist clients in
accordance with pre-established care schedules. This team is supported by the integrated
service team.

Responsibilities: Screening & Admissions

• Facilitates

the Intake into our bed-based treatment and housing programs by performing
duties such as obtaining information, completing documentation required for
admission, and liaising with information sources (referral sources, others) to
obtain additional client information. Schedules and confirms clients for
programs and/or services.

• Assist the Coordinator by sharing the new

referrals and applications with the MHSU team and housing team. Collects
additional information from external partner agencies such as PHSA, the Health
Authorities, or the client’s community care team regarding intake date,
ensuring the entire application is complete, that income verification documents
are included, and flags any higher needs criteria for the housing team. Noting, they do not do assessments

• Coordinate admission for new clients into

treatment and housing programs, working with clients, their mental health and
substance use clinicians, counsellors, other healthcare professionals and other
community care teams.

• Communicate program structure, services, and

guidelines to ensure that the applicant has the necessary information to ensure
applicant can make an informed decision about admission and to enhance client
matching

• Adding and updating client information to the

admission’s trackers in excel. Tracking/ data entry, record keeping

• Schedules client Welcome Meetings, Intake

Appointments, 45-day Progress Meeting, and 75-day Transition Meetings for
clients, their community care teams, and their Phoenix counsellors.

• Report to and discuss (applicant) referral

concerns with their Coordinator and/or integrated service team for support and
direction. Based on the direction
provided, have follow up discussions (email and phone) with external partner
agencies to discuss concerns.

• Schedules and confirms clients for appointments, including

pre-admission case conferences. They may
schedule basic client travel in coordination with our outreach team.

• Maintain client records, in accordance with policies and

procedures

• Obtaining

client information to complete and submit consent forms, ministry financial
forms, medical referral forms, pharmacy admittance and discharge paperwork as
part of the admission process.

• Liaise

with MHSU care teams, external partner agencies, correctional staff, and
probation officers by answering general inquiries via e-mail and telephone on
client’s pre-admission status, updates once clients arrive to Phoenix and have
been admitted, and status of the client through the duration of the program.

• While transition/discharge planning is the

primary role of the social worker, they may assist them by contacting community
care teams, submitting financial discharge paperwork and close the client’s
file once discharge is complete.

• Contribute to on-going development and

maintenance of an effective pre-screening and assessment process

• Perform duties as required

Client Services

• Monitor

and assess resident behaviors and client movement in and out of the building

• Performs

routine search of clients’ belongings, putting items through heat treatment
(bed bug protocol), disposing of substances and paraphernalia by following Phoenix’s
health and safety protocols

• Observe and accurately document resident

behavior utilizing concrete, factual descriptions. Observes clients and reports
behavioral, physical, cognitive or psychological changes to Access & Flow
Coordinator

• Report

behaviors to supervisory staff that pose a risk to the resident, other
residents, staff and/or the community.

• In

accordance with established care plans, assist clients with the development of
life skills, healthy daily living, social activities, meeting their
obligations, keeping appointments, and promoting effective social and
interpersonal skills by methods such as demonstrating and modeling appropriate
actions.

• Identify

available social, economic, recreational, and education services and resources
in the community and within the facility that will meet clients’ needs.
Provides clients with the related information.

• Engage

with residents and ensure safety and expectations of the program agreement are
being met.

• Encourage

awareness of inter-dependence of community members, and the value of
responsible concern for self and others

• Meal

deliveries, if a client is unwell or unable to access the kitchen dining room.

• Required

to debrief with incoming shifts to ensure detailed transfer of information
(e.g. concerns)

• Support

& promote a safe environment regarding relations with other staff, program
participants and community members.

• Support

& promote a safe, well-maintained building & work environment.

Administration

• Answers

general inquiries by telephone/fax/email and greeting in person visitors from a
variety of sources such as clients, doctors’ offices, staff, visitors and the public, and provides
direction and/or general information about programs and policies.

• Sort and

distribute mail. Sign for receipt of
packages and shipments. Prepare outgoing
mail.

• Performs administrative functions such as receiving rent

collection, security deposits and related record keeping.

• Accept client rent payments, provide receipt and put the

funds (cash) into the safe. Make note of
receipt in briefings

• Ensure

that all inquiries are handled in a professional and courteous manner, offering
accurate, timely and helpful information to the public and community
stakeholders.

• Receiving and redirecting community requests for information

to the access flow coordinator or similar

• Performs general record/document management duties such as

assembling files, preparing file folders, and filing and distributing documents
and files, recording information in client database

• Orientation of new staff
• Attend operational team meetings, as required
• Participate/assist in assembling welcome bags
• Identify areas for improvement and increased efficiency in

program admissions

• Filing missing persons’ reports when

applicable, this would be applicable to all staff

Facilities Management

• Performs security administration duties such as monitoring

the computerized Chubb fire
safety and security system (eg arming areas, providing access cards) by
following established protocols.

• Creating

and programming client and staff CHUBB access cards for building access.
Adjusting access levels as needed.

• Assist

facilities team with safety drills

• Work to ensure a safe, well-maintained and

healthy building environment and work cooperatively with building stakeholders
(ie Fraser Health)

• Asking

trespassers to leave property, calling the police/ambulance when needed.

• Ensure

that all residents abide by bedbug protocols

Community Engagement

• Participate

in marketing of the Phoenix Centre and Supporting Housing programs and promote
community involvement in the programs by facilitating virtual education
sessions for clients, their families, and their community care teams to provide
general information about Phoenix Centre.

• Maintain

a thorough knowledge of social, economic, recreational and educational
resources in the community.

Qualifications:

• Grade 12
• Certificate

in Community Social Service or equivalent

• Recent,

related experience of one year working with marginalized populations, substance
use services, mental health, corrections, etc., or equivalent.

• Satisfactory

completion of a Criminal Records Check with vulnerable sector screening is
required

• Satisfactory

Tuberculosis Screening form is required

• Satisfactory

completion of Employee Immunization Record form is required

• First

Aid Certificate with CPR is required

• Satisfactory completion of Nonviolent crisis

intervention (NVCI)

• Valid

driver’s license is required

Skills & Knowledge:

• Knowledge

of Windows, Microsoft Word, Excel, and database management systems

• Knowledge

of and ability to operate standard office equipment, including: telephone
system, fax machine, photocopier, printer, and computerized building security
monitoring system

• High

level of integrity and dependability with a strong sense of urgency and
results-orientation

• Strong

problem solving, analytical, and creative skills with the ability to exercise
sound judgement and make decisions based on accurate and timely analysis

• Strong

interpersonal skills and ability to communicate effectively in writing and
verbally in English

• Demonstrated

commitment to the social sector with a passion for the organization’s mission
is essential

Competencies:
Approach to Work

• Demonstrates

initiative, flexibility, adaptability and resourcefulness

• Actively

seeks and incorporates feedback to inform continuous self-improvement

• Sets

goals, creates and implements action plans, monitors progress, and evaluates
results

• Adeptly

manages competing tasks and uses time efficiently and effectively

Job Knowledge & Quality of Work

• High

degree of relevant and current job knowledge and skill

• Consistently

produces accurate, thorough, high-quality work in a timely manner

• Builds

and promotes a culture of health and safety in the workplace

• Implements

and enforces best practices in health and safety within the workplace

Judgement & Decision-Making

• Models

independent thinking and creativity

• Demonstrates

effective problem-solving skills

• Makes

clear, consistent, transparent and timely decisions after contemplating various
available courses of action

• Exercises

sound judgment in the best interests of the organization

Communication & Interpersonal Skills

• Expresses

themselves clearly and professionally both verbally and in writing

• Displays

high emotional intelligence; uses tact and diplomacy in dealing with sensitive,
complex and confidential situations

• Has a

manner, style and presence that makes a positive impression

• Listens

to and considers others’ views

Personal Leadership

• Models

the organization’s core values of social justice, teamwork, social innovation,
and strength based practices

• Fosters

enthusiasm, energy and commitment

• Takes

responsibility for personal actions, performance and health

• Is

reliable and accountable; shows up on time ready to work

Teamwork & Collaboration

• Effectively

works with their colleagues to ensure organizational success

• Champions

positive working relationships with staff and external stakeholders

• Supports

an environment of openness, and champions teamwork and communication across
programs

• Leverages

the expertise and experience of others for organizational success

Task Leadership

• Able to

translate the strategic goals and priorities of the organization into an
achievable and measurable operational plan for their unit

• Makes

clear, consistent, transparent and timely decisions

• Displays

effectiveness, assertiveness and persistence in the pursuit of program goals

• Able to

identify gaps in knowledge or capacity and seek the appropriate support and/or
resource

People Leadership

• Takes

responsibility for the success of the organization

• Inspires,

motivates and influences others in the organization

• Acts as

an ambassador of the organization, promoting the values and mission

• Demonstrates

pride and enthusiasm to the team and promotes cooperation, fairness and
equity

Closing Details:

Closing Date

Internal
applications will be accepted until July 23rd, 2026, 04:00 pm

“All
employees, including laid off and displaced employees, are entitled to apply on
the vacancy and be considered pursuant to the provisions of Article 12.9.”
Internal applicants must notify the manager of intent to apply.

External
applicants will be reviewed after internal applicants have been reviewed and
interviewed.

All
qualified applicants are welcome to apply.

Phoenix
is committed to employment equity and encourages applications from people of
all gender identities and expressions, persons with disabilities, Indigenous
peoples and visible minorities. Persons with disabilities who anticipate
needing accommodations for any part of the application and hiring process may
contact our HR department. Any personal information provided will be maintained
in confidence.

While
we thank all applicants for their interest in this opportunity, only those
selected for an interview will be contacted.

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