Job Title: Client Services Assistant - In Reach
Community Healthcaring KW provides a broad range of services aimed at improving the health of individuals and the wider community. Our services include medical and dental care, health promotion, illness prevention and outreach programming. Our expertise and resources are focused on working with those who experience health inequities and barriers to accessing health services. Collaborating as an interdisciplinary team, we provide services and supports that address the social determinants of health including factors and barriers such as poverty, inadequate housing, food insecurity, substance use, language and culture, as well as stigma and social exclusion.
Community Healthcaring KW works with the most complex client population served by primary health care professionals within Waterloo Region. Our highly skilled and diverse team works from a strength-based approach with individual clients as well as the broader community. We collaborate with many partner agencies and organizations within Waterloo Region. Our team consists of Family Physicians, Nurse Practitioners, Registered Nurses, Social Workers, Dietitians, Chiropodists, Pharmacists, Psychiatrists, Health Promoters, Community Health Workers, Administrative Staff, Peer Workers and Volunteers.
We invite you to consider this opportunity to join our team and contribute to this important work.
The Health Centre is currently recruiting for the following position:
Job Title: Client Services Assistant- InReach
Pay: $42,949.73 - $50,154.20
Full-Time Permanent Contract
Job Summary:
As a member of the Health Wellness Team, the Client Services Assistant – In Reach works on the main floor, at the main entrance reception desk. The Client Services Assistant – In Reach is the first point of contact for visitors. Duties include providing administrative support to staff as well as administrative and navigational supports to community members entering the Health Centre. This role will ensure that the first steps of accessible, appropriate and responsive care is provided to all those who walk through our doors in an engaging, upbeat manner. The Client Services Assistant is part of an interdisciplinary team that provides clinical services, dental/oral health services, community wellness programs, breastfeeding peer support as well as other programs and services. In addition to welcoming and directing clients that attend for scheduled appointments or groups, the Client Services Assistant offers resources and connection to drop-in clients who may be experiencing homelessness and/or food insecurity, and who may have addictions and mental health concerns. This role will also provide crisis intervention support as part of the first-floor team.
Responsibilities:
Create a welcoming environment at the Health Centre including providing clients’ beverages & snacks as applicable.
Proficiently use electronic records (medical and dental) to check clients in, to record and communicate client service information and to schedule appointments
Answer all incoming telephone calls and assist callers or redirect appropriately
Retrieve voice mail messages; return calls or redirect as required. File/retrieve/distribute items for pick-up such as Client ID documents, cheques and forms.
Perform administrative tasks in an efficient manner such as photocopying; scanning; faxing; transmitting/receiving facsimile documents.
Create and organize word processing letters and forms, book telephone appointment, coordinate opening and distributing incoming mail.
Actively listen and respond to client inquiries to provide information regarding Health Centre programs and other community services or otherwise assist clients to obtain information or respond to their expressed need.
Inquire and update demographic and health card information as necessary.
Monitor waiting room and follow-up if necessary to ensure that all clients and visitors have their needs met.
Supporting those experiencing food insecurity & accessing our food market.
Opening & closing procedures for the Health Centre including locking doors, bathroom checks and more.
Be informed of social prescribing pathways by which individuals can access services at the Health Centre and other partnering agencies.
Collaborate with other team members to de-escalate situations or support clients who may walk in or phone while in crisis especially in the moments until added support is available
Support the team in creating safe spaces by ensuring systems are in place and are implemented to monitor and manage higher risk behaviors
Participate in team and staff meetings and committee work as appropriate to support both service delivery and organizational goals
Contribute to the Health Centre’s practices of hiring, orienting and training of staff
Work during both regular and extended hours (evenings/weekends) and in Outreach locations within Kitchener as determined by the Health Centre. A minimum of one evening per week will be required.
Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals.
Work from a Social Determinants of Health and CHC model perspective to improve health outcomes for individual clients and to reduce health inequities.
Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities.
Work in a manner that preserves privacy and confidentiality.
Work in a manner that ensures client safety and minimizes risk to clients, volunteers and the Health Centre.
Work in a manner consistent with the Health Centre’s Vision, Mission and Values.
Work in a manner consistent with the Health Centre’s policy and commitment to Diversity, Equity and Inclusion in all processes and practices.
Work in a manner that demonstrates self-reflection and personal accountability for work performance.
Contribute to the Health Centre’s practices of hiring, orienting and training of staff.
Collect, analyze and report on data and relevant information as required.
Participate in research as determined by the Health Centre.
Adhere to all Health Centre policies.
Adhere to appropriate infection control practices including those related to Covid -19.
Perform any other duties as assigned by your supervisor.
Accountability:
This position reports to: Manager, Health Wellness
Qualifications:
Post-secondary education in health administration, healthcare or social services
Two years office experience preferably in an administrative, medical or social service setting
Highly organized individual with superior customer service, time-management and scheduling skills.
Ability to communicate effectively in English, both written and verbally. Second or additional languages is a strong asset.
Experience working effectively with culturally and economically diverse populations.
Proficiency in the use of Microsoft Office Suite. Experience with electronic health records and other databases is an asset.
Familiarity with social service and health programs, services and systems in Waterloo Region and Ontario.
Experience working in an environment that serves diverse individuals experiencing mental health and addiction issues and or homelessness.
Calm and confident demeanor.
Experience working within a Community Health Centre model.
Experience working from a social determinant of health, health promotion, and health equity lens.
De-escalation and crisis management training or experience is an asset.
Formal training in Mental Health First Aid, Non-violent Crisis intervention, Trauma-Informed Care, completion of or willingness to complete is required
Ability to work collaboratively
Ability to maintain strict confidentiality
Ability to obtain a Police Vulnerable Sector Check satisfactory to the Health Centre.
Benefit package:
Paid Vacation Leave: 3 weeks to start; 4 weeks after 1 year
Paid Public Holidays & Sick Leave
Defined Benefit Pension Plan (through HOOPP)
Extended health and dental insurance
Life, Accidental Death, and Long-Term Disability insurance
Employee Assistance Plan
Application Deadline: October 15th, 2025
Schedule:
Monday, Tuesday, Thursday 9:00am to 5:00pm
Wednesday 9:00am to 5:00pm or 12:00pm to 8:00pm
Friday: 8:00am to 4:00pm
The Health Centre values the diversity of its staff and welcomes applications from people of all races, ethnicity, religions, culture, sexual orientation, gender identity and those with disabilities.
Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact noted above so that suitable arrangements can be made.
Personal information submitted will only be used for the purposes of this recruitment process.
We appreciate all expressions of interest; however only those selected for an interview will be contacted.
