Client Navigator

• Experience in a drop-in, outreach, or shelter setting is an asset.
• Experience supporting those experiencing homelessness and/or mental health and addiction challenges is an asset.
• Experience in overdose response is an asset.
• Experience working in a community health care environment is an asset.

• Degree in a related field (e.g., social work, social service work, etc.) or a combination of education and relevant experience.

• Fluency in English and French required.
• Other languages (i.e., Cantonese, Mandarin, Vietnamese, etc.) are considered an asset.

• Strong communication and interpersonal skills, and a passion for engaging with diverse groups including, but not limited to, new Canadians, those who are homeless, precariously housed or street involved, and people who use drugs.
• Sound judgement and problem-solving skills.
• Strong organizational and administrative skills.
• Ability to work well in a busy and active lobby environment where you are constantly in the public eye, and under stress with multiple demands.
• Ability to work well within a team and work independently with minimal direction.
• Ability to create a positive, warm, calm, and welcoming environment for all those accessing the Centre.
• Demonstrated skills in client engagement, relationship-building, and boundaries.
• Demonstrated skills in de-escalation and crisis management.
• An understanding of mental health issues, substance use, and the impact of experiences such as colonization, violence, and trauma on marginalized groups.
• A commitment to working from a health equity, anti-racist, and anti-oppressive lens.
• An understanding of and commitment to the CHC model of care, and to trauma-informed and harm reduction approaches.
• An understanding and knowledge of community resources.
• Proficiency with computers and various software packages.
• Valid CPR and First Aid certification.
• Successful completion of police records check for vulnerable populations.

• Client Engagement and Wayfinding Support

• Greet all visitors to the Centre and provide information, directions, and support as needed.
• Establish rapport with clients to build trust and provide effective service delivery.
• Ensure all clients and prospective clients are connected with appropriate services at the Centre or are provided with information and referral to other services if needed.
• Support the Community Clean Up team by maintaining a daily sign-up sheet.
• Additional tasks may be assigned as needed.

• Safety and Security

• Provide support to the Security Guard as needed, including assisting with bathroom checks and with monitoring the front of the building.
• Support clients and guests in following the Centre’s rules and code of conduct by providing feedback and redirection when required.
• Support an atmosphere of respect and safety by seeking to prevent escalations using non-violent communication strategies.
• Engage in de-escalation with clients who are in crisis or who are demonstrating volatile, disrespectful, or dangerous behaviour.
• Initiate safety and emergency response protocols (i.e., panic button, lockdown, etc.) as needed.

• General Reception Support

• Work collaboratively with the Receptionist to:

• Respond to inquiries from the public, and document and follow-up on complaints or concerns that were raised.
• Assist with keeping the lobby and front of the building clean by doing regular checks and clean-up as needed.
• Posting Daily Events outside of the 3rd floor meeting spaces every morning.
• While providing coverage for the Receptionist, the Client Navigator will support with:

• Answering and directing phone calls coming into the main line and taking messages as needed.
• Supporting the booking of Centre vans and monitoring log-out and return procedures.
• Receiving incoming packages and mail and distributing appropriately.
• Managing taxi chit distribution as needed.

Somerset West Community Health Centre