Description:
• Collect, organize, and file hard copies/e-copies of flyers, brochures, and pamphlets of programs and services
offered by government and community agencies
- Refer clients to appropriate employment services and training programs
- Conduct individual and group orientation sessions and offer general information assistance to clients and
service providers
- Deliver information sessions and workshop on employment and life stabilization skills and development
- Collect information quickly and accurately from the database, internet or other sources as needed
- Participate in training and adhere to the YMCA Child Protection Policies and Procedures as established by the
YMCA of Niagara
- Provide oversight to Resource and Information area including; proper use of client computers, supporting with
basic office IT equipment, conducting research with clients and partners, assisting with office set-up and other
arrangements for meetings
- Oversee and address any customer conflicts, inappropriate behaviours and customer complaints
- Conduct customer satisfaction calls, encourage completion of satisfaction surveys (targets based on
guidelines), conduct customer care calls in support of EOES and bolstering walk-in traffic for services.
- Attain targets as laid out by contract(s) for welcomes, satisfaction scores and clients accessing assisted
services
- Answer multi line phone system and direct calls as necessary
- Welcome all guest and ensure all sign-in and safety protocols are followed
- Complete all tracking reports for EOES with respect to client intake and workshop registrations
- Other duties as required
QUALIFICATIONS
• Post-secondary degree/diploma in Social Sciences, Education or another related field
- Must have excellent knowledge of various computer programs including word, excel, powerpoint, navigating
search engines
- Minimum 3 years customer service experience in an environment that is measured and has targets
- Strong communication and interpersonal skills
- Ability to work in stressful situations and resolve conflicts with ease
- Certification in Crisis Management or Conflict Resolution as asset
- Knowledge of community programs and services (government, community groups and agencies) in Niagara
Region
- A clear and satisfactory criminal reference check inclusive of the vulnerable sector search (CRC VSS) issued
for the YMCA of Niagara
- Must have valid driver’s license and a vehicle, as travel around the Niagara area may be required