POSITION TITLE : Program Assistant
DEPARTMENT : Culturally Appropriate Counselling
AFFILIATION : Unionized Position
LOCATION : Headquarters, ON
HOURS : Mon-Fri, 9am to 5pm
EXTENDED HOURS : Evenings / weekends as required for administration of programs
ABOUT THE ORGANIZATION
Tropicana Community Services, a Toronto-based multiservice organization, provides all youth, newcomers, people of Black and Caribbean heritage and others in need with opportunities and alternatives that lead to success and positive life choices. Our mission is achieved through culturally appropriate programs such as counselling, childcare, educational, and employment services and youth development.
TCS’ Mental Health & Wellness Program provides culturally sensitive clinical counselling to children, youth, adults, and seniors, especially from the Black, African, and Caribbean communities, to address challenges that may be having significant impacts on various aspects of their lives. Services aim to engage often hard-to-reach clients and work collaboratively with families to develop treatment plans that manage risky behaviours, build on strengths, and facilitate pro-social opportunities for improved outcomes. Using a client-centered anti-Black racism lens, clients are supported to achieve their goals through individual and family counselling and / or group and workshop facilitation including our Youth Mentorship, Stop Now and Plan (SNAP®), Success through Aggression Replacement Training (START), and Parenting Together programs.
ABOUT THE POSITION
The Program Assistant will support the delivery of culturally responsive counselling, education, advocacy, and direct support services to Black, African, and Caribbean families to raise their awareness, knowledge, understanding, and ability to identify and address presenting challenges. The Program Assistant is part of the Counselling program supporting the assessment of clients’ needs, offering crisis support, safety planning, providing brief intervention, co-ordinating internal and external referrals, and follow-up support to achieve client outcomes. Program objectives include improving access to resources, addressing systemic anti-Black racism, strengthen community-based, culturally responsive outcomes, and support evidence-informed innovation, data collection, and systems change.
AREAS OF RESPONSIBILITY
Program Reception :
- Respond to service enquiries, distribute brochures and information materials, and redirect ineligible individuals to appropriate community resources.
- Ensure agency forms are available and accessible to staff.
- Handle walk-ins and incoming calls efficiently and courteously using a Gender-based Analysis Plus (GBA+) approach.
- Provide office reception coverage as required.
Program Intake :
Schedule appointments and coordinate organization and program registrations for eligible clients using the CRM system.Assess client needs, identify preliminary safety risks, provide safety planning resources, and triage clients to appropriate services.Complete and document service registrations, including presenting issues and desired outcomes, and transfer existing CTS records into CRM when required.Arrange registrations for additional participants involved in counselling services as needed.Notify the Social Worker, Supervisor, and Manager of case assignments and schedule preliminary assessments when instructed.Provide case coordination until clients are successfully connected with internal or external services.Service Delivery :
Assist Social Workers to schedule, adjust, cancel client appointments.Research, create, collate, and assemble resources and curriculum for individual and group sessions.Assist with event and service preparation.Complete session notes inclusive of the information disseminated by the staff facilitator(s) and the responses of participants.Service Monitoring :
Support program staff to ensure all service content and activities comply with relevant legislation, company policies and procedures, and stakeholder requirements.Participate in weekly monitoring meetings with Supervisor and Social Workers to review workflow and processes.Maintain client statistical records and databases to ensure an accountable high quality of service delivery.Assist the Supervisor and Manager to conduct random client satisfaction survey.Collate service feedback about sessions and prepare report highlighting trends and service impacts.Program Evaluation :
Conduct exit calls at 3, 6 and 12-month intervals to follow-up with clients and report outcomes.Conduct quarterly client satisfaction surveys and prepare report.Collect data on client outcomes, service reach, and stakeholder feedback.Analyze data to identify service challenges and opportunities.Develop recommendations for service improvement and continuation.Compile case studies of situations and outcomes, particularly related to anti-Back racism and the intersection points within the criminal justice system.Community Engagement :
Engage in community outreach to promote the organization and its services, represent the organization on relevant committees and networks, and develop strong referral pathways to legal, social, health, education, employment, housing, and mental health resources.Administration :
Ensure accurate, complete, and timely entry of client and service data into databases and prepare required weekly, monthly, quarterly, and annual reports and statistics.Present updates at staff and other relevant meetings as required.Develop and maintain a referral database of social service professionals from Black, African, and Caribbean communities to support client referrals and case conferencing.Provide administrative support to the Manager, including drafting and proofreading documents, emails, and memos; coordinating correspondence; and formatting materials.Coordinate meeting logistics, distribute links and documents, obtain quotes, place orders, and assist with quarterly file reviews.Support additional administrative duties as required.Financial :
Monitor and manage the project budget, prepare timely and accurate cost requisitions, and ensure all receipts are properly reconciled.Health & Safety :
Adhere to all Health and Safety regulations and Tropicana Community Services policies and procedures, and ensure the safety of Social Work students and service users.QUALIFICATIONS
Diploma in Social Service Work (or related field) with experience serving individuals and families from Black, African, and Caribbean communities.Current registration in good standing with the Ontario College of Social Workers and Social Service Workers (OCSWSSW).Minimum 2 years’ experience conducting service intakes.Valid police clearance with a satisfactory Vulnerable Sector Check.Demonstrated experience working with Black communities using anti-oppressive, trauma-informed, and culturally responsive approaches.Knowledge of the Canadian justice system, systemic anti-Black racism, social determinants of health, and criminalization.Awareness of counselling and crisis-intervention practices, including group facilitation.Strong writing, editing, documentation, and report-preparation skills.Proficiency in data management systems and Microsoft Word, Excel, PowerPoint, and databases.Ability to maintain professional boundaries, confidentiality, and accurate records in accordance with agency policies.Strong organization, time-management, and multitasking skills; ability to work independently and collaboratively.High ethical standards, sound judgement, and attention to detail.BONUS / PREFERRED QUALIFICATIONS
Registration or familiarity with counselling modalities such as CBT, Solution-Focused Brief Therapy, Systems, Attachment, Feminist approaches, Aggression Replacement Training, or the Transtheoretical Model.Lived experience within Black, African, and Caribbean communities and / or deep understanding of anti-Black racism.Ability to attract and engage community members through innovative outreach strategies.Bilingualism in French is an asset.Valid driver’s licence and access to a reliable vehicle.WHAT WE OFFER
Group Benefits Plan with Extended Healthcare and Dental BenefitsCareer growth and development opportunitiesA chance to play an active role in giving back to your communityEmployee Assistance ProgramAlthough we appreciate each application, only those candidates being considered for the position will be contacted.
Tropicana Community Services commits to promoting inclusion, diversity, equity and access (IDEA) through its information and support, advocacy, programming, internal policies, and governance structures. Tropicana Community Services will aim to ensure that our staff reflect the experience, skills and diversity of the communities we serve and create an inclusive, barrier-free work environment, beginning with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process please contact Human resources. All information received in relation to accommodation will be kept confidential.
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