Family Care Advisor (Autism Services)
LOCATION: Etobicoke, ON
POSITION TYPE: Regular Full-time (37.5 hours/week)
POSTING CLOSING DATE: July 31, 2026
SALARY RANGE: $64,000 - $80,000
Interested in working with an amazing team that really cares? Then you should join Lumenus! At Lumenus we illuminate a seamless pathway to optimal wellbeing for our clients. As one of the largest mental health agencies in Ontario, we offer a broad range of high-quality mental health, developmental and community services for infants, children, youth, individuals, and families across Toronto. We are a passionate, dynamic and growing agency. We offer a competitive salary, employer paid benefits, ongoing training, and career development opportunities!
Lumenus Community Services is committed to diversity, equity and inclusion. We value a recruitment and selection process that is inclusive and barrier-free and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions.
Reporting to the Manager, Client Care, the Family Care Advisor will be a key member of our Autism Services Team, coordinating specifically the Core Clinical stream of Autism Services at Lumenus.
KEY RESPONSIBILITIES:
- Intake consultation conducted in person or virtually for needs, goals and service recommendations
- Advise families on best solution (recommendations) for child based on needs and desired outcomes. Talk through all options based on eligibility and assist the family in making a decision
- Manage family expectations
- Regular and ongoing touch points with families, during and after service obtain feedback regarding goals and results and ensue satisfaction of service
- Ensure all intake and intake activities (observations) are booked and conducted in a timely manner to meet deadlines
- Conduct parent orientation for all clients signing on each term
- Follow up calls, emails and campaigns for service resign (retention)
- Meet deadlines for program intake and service agreements
- Front line Customer service question, concerns and support
- Take, and set up payments schedules prior to service starting
- On-site min 3 days a week
- Ensure smooth transition for Speech-Language and Occupational Therapy sessions
- Conduct program info sessions virtually and in person
- Find customer centric solutions to family issues and concerns
- Meet and greet at drop off and pick up
- Coordinate with clinical team for the optimal result of service and resolution to family questions or concern
- Coordination of services and solutions for families
- Preplanning and ownership of program schedule each term and activities to fill by deadlines
- Maintain accurate and up to date client information in client information system
- Collect and record key program data related to all program KPI’s
QUALIFICATIONS/EXPERIENCE/SKILLS:
- Bachelor degree or equivalent work experience
- Some clinical or healthcare knowledge, understanding of Autism Spectrum Disorder and the unique support requirements for families and of individuals with this diagnosis
- Previous experience coordinating marketing & program activities
- Well-developed skills and experience with Microsoft Office products (e.g. Word, Excel, Visio, Project and PowerPoint) and Microsoft 365 products (e.g. Teams, Tasks, and Planner, SharePoint, Lists)
- A background in customer service or sales would be an asset
- Understand customer relationship management (CRM) software or similar is considered an asset
- Well-developed analytical, problem solving, organizational, administrative and multi- tasking skills
- Strong written and oral communication skills
- Attention to detail
- Conflict management skills and ability to mitigate divergent positions to reach consensus
- Executive functioning skills: Planning, time management, organizational
- Problem solving skills
- Excellent communication and interpersonal skills
ADDITIONAL REQUIREMENTS:
- Satisfactory clearance under the Vulnerable Sector Screening process
- Ability to hold a flexible work schedule; evening and weekend work as required
- Ability to commute to various sites and/or across the city as required
TO APPLY: Interested applicants are invited to visit our website at https://lumenus.ca/careers/ (or https://lumenus.hiringplatform.ca/list/internalcareerpage) and submit their cover letter and resume through our Career Centre
We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.
