The Frontline (Intake) Worker at The Salvation Army is responsible for interviewing and assessing clients for shelter services, coordinating with counselling staff, maintaining records, liaising with community agencies, conducting orientations and facility checks, and handling minor financial tasks, all while working in a fast-paced environment that may involve distressed individuals and safety risks; the role requires a related college diploma, 1–3 years of social-services experience, safety certifications, and strong interpersonal and crisis-management skills.
Who We Are
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life – there is a place for everyone to belong here.
Mission Statement
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
Job Description
JOB PURPOSE:
The Intake Worker interviews and screens potential clients, determines client suitability and provides basic shelter stay needs.
Characteristic Job Duties
The incumbent is responsible for the following range of job duties:
- Takes responsibility for routine intake processes and decisions, following standard procedures
- Coordinates intake with the counselling team; and may be required to attend case management meetings
- Records all information as per policy
- Liaises with referral sources and other external agencies as needed (for example: welfare, police, parole, urgent situations)
- Conducts comprehensive program orientation for all clients/residents
- Fosters positive relations with community social services agencies/resources
- Complete facility and room checks as per policy
- Answer incoming inquiries and direct as needed
- Performs other duties as assigned
NOTE: Not all incumbents perform all of the duties described above but perform a similar range of duties.
Minimum Education Level Attained
The successful job applicant will have completed two years of community college.
NOTE: An alternative level of education and experience may be acceptable.
Special Licenses, Diplomas, Certifications Or Requirements
The successful applicant will hold/have:
- Certificate or Diploma in Human Sciences/Addictions
- Criminal Police Investigation Check (CPIC)
- Appropriate Immunization Measures
- Current Certification in First Aid/CPR
- Crisis Intervention Training (CPI)
- Suicide Prevention
Minimum Prior Related Experience
The incumbent must have the following experience before hire:
One year but less than three years of related experience, including experience in the applicable community social services sector.
Physical Effort/Dexterity Required
The performance of the job requires continuously sitting, and a moderate amount of keyboarding.
Concentration Required
The performance of the job requires moderate attention when interviewing clients, working with numbers, and occasional documentation.
Responsibility For Financial Resources
The incumbent’s responsibility for Financial Resources:
The incumbent is involved in minor financial matters regularly, or on a relief basis, or has the responsibility for the wise use of his/her own resources. He/She may be authorized to spend, disburse bus tickets and assists with petty cash.
Responsibility For Human Resources
The incumbent’s responsibility for Human Resources:
The incumbent is responsible for his/her own time and effort only. He/She may demonstrate work methods to new employees, volunteers and/or students.
Work Environment
The incumbent’s work environment is typically in an office in a residential facility or for a community-based program.
The Incumbent Will Work Under The Following Disagreeable Conditions
- Dealing with angry people
- Verbal abuse
Exposure To Hazards
The job incumbent may be exposed to the risk of minor to moderate injury or illnesses due to:
- Physical attacks by others (i.e. attack by a potential client)
- Exposure to infectious diseases and bodily fluids
- Sharp objects
- Other dangerous situations
Precautionary Measures
The incumbent must take the following precautionary measures (in addition to health and safety rules):
- Universal Precautions
- Current Certification in First Aid/CPR
- Appropriate immunization and vaccinations
Compensation
The target hiring range for this position is $23.62 to $24.04 with a maximum of $24.45.
Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
