About YOU
You are a compassionate, organized, and client-focused professional who is passionate about supporting children, youth, and families in accessing the mental health and community services they need. You are often the first point of contact for individuals seeking help, and you approach each interaction with empathy, professionalism, and an unwavering commitment to client-centered care.
With a background in Social Work, Child and Youth Work, Psychology, or a related field, you bring a strong understanding of the social service and mental health systems, and you are comfortable navigating both in-person and virtual environments. You excel in triaging inquiries, coordinating care pathways, and ensuring that all client interactions reflect the values of respect, collaboration, and accessibility.
Your strengths include clear communication, attention to detail, and the ability to work efficiently in a dynamic, multi-system environment. Whether you’re managing referrals, checking in with families on waitlists, supporting live chat users, or liaising with community service providers, you are solutions-focused, resourceful, and dedicated to creating a seamless and supportive experience for all clients.
You are also technologically savvy, with proficiency in electronic health record systems, MS Office applications, and virtual platforms. You thrive both independently and as a collaborative team member, and you're driven by a shared mission to improve access to care and enhance community well-being.
About ROCK
ROCK (Reach Out Centre for Kids) is recognized as the number one non-profit employer of choice, leading the way in providing mental health services to children, youth, and families in the Halton region. We are an accredited organization with exemplary standings from Accreditation Canada, reflecting our commitment to high-quality care. Our dynamic and collaborative team is dedicated to achieving our mission and vision, fostering a positive and inclusive environment that mirrors the diversity of the community we serve. At ROCK, we offer various professional development opportunities, company events, and a supportive culture that encourages innovation and growth. ROCK is site certified in the Neurosequential Model of Therapeutics (NMT) a developmentally sensitive, neurobiology-informed approach to clinical problem solving. Our hybrid work model provides flexibility, combining on-site and virtual environments, to best meet the needs of our staff and clients. Join us in making a meaningful impact in mental health care.
The ROLE
As part of the System Navigation Team, you will report to the Manager Access & System Navigation and be the first contact/experience for children, youth, families and community service providers when connecting with ROCK. A key role of this position is to support positive client-centered access to information and care at ROCK. The position also, establishes a positive impression with the community by providing and facilitating information, resources and referrals. The purpose of the role is to hold a holistic, system vantage point, to see the ‘bigger picture’ and to help the agency meet the needs of the community in accessing services with maximum efficiency.
Please note that this is a full-time permanent position, working 35 hours weekly.
Who we’re looking for:
- Degree or Diploma in Child and Youth Care or equivalent
- Graduate of a recognized university or a community college program with a degree in Social Work, Child and Youth Work Psychology, or equivalent education relating to specific populations being served
- Highly developed collaborative working style with the ability to work in a conciliatory, respectful manner within and between systems that service children, youth and their families
- Able to demonstrate a commitment to maintaining an optimistic, solution-focused and strength-based approach
- Demonstrated competence with data entry and the utilization of a client information system
- Experience and comfort providing support to clients over the phone, virtually and in-person
- 2 years of experience working in mental health settings, or equivalent experience is an asset
- Established working relationships with Halton community service providers is an asset
- A current Criminal Reference Check with Vulnerable Sector Check.
What will help you succeed:
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Proven ability to provide an optimal client service experience
- Excellent interpersonal and collaboration skills
- Excellent organization and administrative skills, including strong attention to detail with commitment to high quality work
- Ability to take initiative and work both independently and collaboratively as a part of a team
- Ability to interact with staff at all levels and maintain effective working relationships
- Demonstrated proficiency with MS Office Suite programs at an intermediate level (i.e., Word, Excel, Teams, PowerPoint)
- Proficient in the use of technology as required of the position, including working in a virtual environment
- Familiarity of Electronic Health Records/Client Information Systems
Our rewards ROCK, join our team and ENJOY:
100% employer paid premiums for extended health and dental benefits
Recharge: Paid time off, 4 weeks' vacation, 2 float days, and 2 additional ROCK holidays.
Learning: Access to professional development assistance to help you grow.
Savings: Matching your RRSP starting at 6%.
Wellness: Health Care Spending Account and discounted GoodLife memberships.
Be part of a team that makes a difference. Apply today and help us shape the future of mental health care for children, youth, and families!
ROCK is committed to fostering a positive and progressive workforce reflecting the community we serve and promoting diversity at all levels in a dynamic and inclusive environment. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and ROCK’s Accommodation Policy.
If you are invited to participate in the interview process and require accommodation for the interview, we ask that you provide your accommodation request as soon as reasonably practicable. Please be advised that you may be requested to provide verifiable supporting information, such as medical or other documentation depending upon the type of Code-protected accommodation, to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. ROCK treats all accommodation requests confidentially.
Positions are located in the Halton Region and travel between sites may be required.
