Relief Receptionist

Job Opportunity

The Neighbourhood Group (TNG) is a multi-service agency that includes Central Neighbourhood House, Neighbourhood Link Support Services and St. Stephen’s Community House.

Position Title:

Relief Receptionist- UHHS

Department:
Urban Health and Homelessness Services

Status:
Relief, CUPE 7797

Hours per week:
Varies

Contract dates: N/A

Report to:
Executive Assistant, UHHS

Hourly rate: $26.98

The Relief Receptionist welcomes community members to the centre and provides information and referrals to visitors, service users, callers and staff in a busy client‑centered social services environment.

The individual in this role acts as the main communication link in the UHHS department and may be asked to work out of 260 Augusta Ave or 688 Coxwell Ave based on program needs.

• Manage a multi‑line phone system and act as an operator for a VOIP integrated communication system across the organization.
• Adhere to all TNG policies and procedures, ensuring confidentiality of all client, staff and agency matters.
• Direct external callers to internal or external services, including redirecting crisis calls to on‑site staff or managers.
• Refer clients or requests for service to appropriate program staff for support to meet specific needs.
• Liaise and work in partnership with UHHS administrative team members.
• Facilitate the delivery, pickup, and proper storage of incoming and outgoing mail and packages.
• Perform other duties as requested.

• Two or more years of work experience.
• Post‑secondary diploma in administration or related studies is preferred; training and/or education in clerical, administrative work, and client service would be an asset.
• Understanding of the concerns and needs of homeless individuals and families and ability to communicate effectively with people experiencing mental health and substance‑related issues.
• Lived experience of substance use, homelessness, or mental‑health challenges is an asset.
• Responsible, reliable and punctual.
• Excellent verbal communication skills, good listening skills and a pleasant, professional telephone manner.
• Demonstrated positive customer service experience in a fast‑paced social service environment.
• Ability to work independently with little supervision.
• Extensive knowledge of community resources for people who are homeless in Toronto and experience working with marginalised and homeless populations.
• Strong organisational skills and attention to detail.
• Competence in the use of computer software, familiarity with databases such as Pirouette or SMIS, and internet applications (search engines and e‑mail).
• Knowledge of a second language, particularly those spoken within the local community, is an asset.
• Ability to provide qualified, welcoming client services in a calm, friendly and respectful manner.
• Ability to employ crisis de‑escalation strategies to manage situations of tension or conflict while remaining calm and respectful.
• Strong consultation and problem‑solving skills.
• Physical ability to sit for extended periods; occasional requirement to lift moderately heavy boxes of office supplies and documents up to 15 lbs.

TNG is committed to reflecting the communities we serve and to nurturing a respectful and inclusive work environment for all. We encourage qualified applicants of all ages, races, colours, ethnic origins, religions, abilities, gender identities, gender expression and sexual orientations to apply. Candidates invited for an interview are encouraged to inform Human Resources in confidence of their accommodation requirement. This posting is for an existing vacancy.