Title: Intake Specialist- (Full Time)
Numberof 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.
