ABOUT THE YMCA OF SIMCOE/MUSKOKA:
The YMCA of Simcoe/Muskoka is a registered charity dedicated to building healthy communities by nurturing the potential of children, youth and families, promoting healthy living and fostering social responsibility within our community.
Our YMCA is a trusted and respected employer of 1100 full and part time staff and more than 500 volunteers, serving tens of thousands of people each year in child care, camp, health and fitness, leadership, employment and literacy, immigrant services and youth programming. We provide upwards of $1 million in financial assistance each year to support individuals and families in local communities who otherwise would not be able to afford participation. The YMCA is committed to making its programs open and accessible to everyone.
So much more than buildings and programs, our YMCA is a place to belong and to grow strong. We promote and develop healthy minds and spirits as much as healthy bodies. We support children and youth to grow up strong, confident and resilient. And, we help busy individuals and families at every age and stage to connect with the people, the values and the activities that matter most to them, every day. We are committed to this work at every level of our organization because we know that when we support people of all backgrounds, ages and abilities to fulfill health goals, reach their full potential and feel they truly belong, we build stronger communities. We currently operate across Simcoe County and the Districts of Muskoka and Parry Sound.
GENERAL FUNCTION:
The Client Care Liaison is a frontline administrative and coordination role supporting Settlement, SWIS and LINC programs. This position serves as the first point of contact for clients and plays a key role in ensuring a welcoming, inclusive, and accessible service experience aligned with YMCA core values of inclusiveness, kindness, and respect.
The role is responsible for coordinating client intake and appointments, supporting LINC administrative processes, maintaining accurate client records and program databases (OCMS and HARTS), and supporting government reporting requirements through iCARE. The Client Care Liaison contributes to safe, efficient, and high-quality service delivery by ensuring strong client flow, accurate data management, and timely administrative support for program staff.
This position supports, but does not deliver, direct settlement case management services such as needs assessments, individualized case planning, or completion of client applications. Instead, the role strengthens service delivery by supporting Settlement Workers and program leadership through coordination, communication, and administrative excellence.
KEY RESPONSIBILITIES:
1. Client Reception & Intake Coordination
- Welcome clients in person, by phone, and electronically.
- Provide general information about Settlement, SWIS and LINC services.
- Conduct initial intake screening to determine appropriate program referral.
- Schedule and manage appointments for Settlement Workers and other program staff.
- Send appointment reminders and manage cancellations/rescheduling.
- Ensure smooth daily client flow and positive client experience.
2. Appointment Booking & System Support
- Book and manage client appointments according to program protocols.
- Maintain accurate client records in the scheduling system.
- Track referral outcomes to ensure service continuity.
3. LINC Administrative Support
- Support LINC registration processes, class scheduling, and waitlist management.
- Maintain attendance records and client information in internal systems.
- Assist with workshop, orientation, and event logistics.
- Facilitate communication between instructors, clients, and management.
4. Database & Government Reporting (OCMS, HARTS and iCARE)
- Maintain accurate client data in OCMS and HARTs databases.
- Run reports from OCMS and HARTs to capture program metrics.
- Consolidate and submit required data to iCARE, the government reporting system.
- Support compliance audits, data verification, and reporting deadlines.
- Assist management in tracking program outputs and outcomes for funder reporting.
5. Documentation & File Management
- Prepare and maintain client files, ensuring completeness and organization.
- Support Settlement Workers by preparing files and organizing documentation.
- Ensure all documentation meets organizational and funder standards.
6. Team Collaboration & Process Improvement
- Participate in team meetings and case conferences.
- Share trends, client flow challenges, and workflow suggestions with management.
- Contribute to continuous improvement of intake, administrative, and reporting processes
JOB KNOWLEDGE/QUALIFICATIONS:
- Post-secondary education in Office Administration, Social Services, or a related field, or equivalent combination of education and 2–3 years of experience.
- Experience in administrative, client-facing roles preferred.
- Strong computer skills, including database management, reporting, and data consolidation.
- Proficiency with Microsoft Office programs (Word, Excel, PowerPoint, Access, Internet, Publisher).
- Excellent written and oral communication skills with clients, community partners, staff, suppliers, and volunteers.
- Strong organizational, multitasking, and time management skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Demonstrated sensitivity and commitment to working with diverse cultural and racial backgrounds, including visible and invisible dimensions of diversity.
- Knowledge of settlement or newcomer-serving programs considered an asset.
- Proficiency in additional languages is an asset, particularly Arabic, Tamil, Mandarin, Vietnamese, Tagalog, and Russian.
- Ability to maintain confidentiality and professionalism at all times.
- Flexibility to work varied hours based on client and program needs.
- Clear Police Record Check and Vulnerable Sector Screening required.
- Completion of mandatory training (AODA, Workplace Violence & Harassment, Health & Safety Awareness, Child Protection, PCI Compliance, etc.) required prior to or shortly after commencement of employment.
