Client Care Liaison

Position: Client Care Liaison ID #1668
Location: Huntsville

The opportunity:

The Client Care Liaison is a client facing administrative and coordination role supporting Employment Services 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 Integrated Employment Service Delivery (IESD) administrative processes, maintaining accurate client records and program databases (CTS, CaMS and ESCases), and supporting government reporting requirements. 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 employment case management services such as self-serve faxing, scanning, copying and resume/cover letter soft touch support, individualized client funding support requests, or and completion of client registrations. Instead, the role strengthens service delivery by supporting staff and program leadership through coordination, communication, and administrative excellence.

In this role, you will:

• Demonstrate strong support and commitment to the mission and core values of the YMCA of Simcoe/Muskoka and the YMCA in Canada
• Demonstrate strong support and commitment to serving the membership, facility users and all program participants of the YMCA of Simcoe/Muskoka
• Adherence to all provincial and federal legislation relevant to job description.

Client Reception & Intake Coordination

• Welcome clients in person, by phone, and electronically and direct clients to services they need.
• Provide general information about Employment services.
• Schedule and manage appointments for program staff.
• Complete appointment reminder calls and manage cancellations/rescheduling.
• Assist clients in the self help area, adhering to self help guidelines.
• Ensure smooth daily client flow and positive client experience.

Appointment Booking & System Support

• Monitor general email boxes, forwarding and answering emails as required.
• Work with employers regarding job postings; follow up and rebook or cancel as required.
• Maintain and update job boards, both in the centre and online, sourcing a variety of jobs.
• Maintain self serve area, computers and troubleshoot basic issues.
• Book and manage client appointments according to program protocols.
• Maintain accurate client records in the scheduling system.
• Track referral outcomes to ensure service continuity.
• Work with Team Leader to ensure client volume statistics are communicated.

IESD Administrative Support

• Support IESD registration processes, workshop scheduling, employer applicant hours and stand alone job fair registration.
• May act as administrative support for new and existing internal training programs (Experience Matters, Soft Skills, Personality Dimensions, IMM+ as examples)
• Maintain attendance records and client information in internal systems.
• Assist with workshop, orientation, and event logistics.
• Facilitate communication between staff, clients, and management.
• Provides administrative support to chair of all internal meetings (ie: Agenda preparation, minute-taker)
• May support or provide back up for Quality, Reconciliation & Accounting processes with file management, EFRS, financial reconciliation, data auditing and communication to Association Financial services as required.
• May support internal and external audits, compliance reviews, reporting, and program metrics.
• May review program data for accuracy, completeness, and compliance, following up on discrepancies as required.
• Provides staff support and guidance on administrative processes and case management.
• Other duties as assigned by Team Leader.

Database & Government Reporting (CaMS, CTS and ESCases)

• Maintain accurate client data in all databases.
• Run reports from CTS to capture program traffic. Provide feedback to SQAFA and Team Leader from Triage document as required.
• Consolidate and submit required traffic and volume data to Team Leader, and ensure all Social Assistance documentation is completed in CaMS.
• May support compliance audits, data verification, and reporting deadlines.
• Assist management in tracking program outputs and outcomes for funder/Association reporting.

Documentation & File Management

• Prepare and maintain client files, including digitization of data, ensuring completeness and…