Job Title: Client Services Navigator
Program: Specialized Preschool Programs
Available Positions:
- Ottawa: 2x Regular 1.0 FTE (35 hours/week) positions, bilingualism (English/French) essential.
- Renfrew County: 1 x Regular 0.8 (28 hours/week) or 1.0 FTE (35 hours/week), bilingualism preferred.
Pay scale: $29.463/hr to $34.663/hr
Reports to: Communicative Disorders Assistant Team Lead
Start Date: September 2026
This position is an existing vacancy.
Benefits include:
- 4 weeks vacation plus other leave entitlements
- Extended Group Health benefits
- Flexible Health & Wellness Spending Account
- HOOPP
Who are we?
Pinecrest-Queensway Community Health Centre (PQCHC) is an innovative, community-based, multi-service organization that has been serving Ottawa communities for nearly 50 years. As the region's largest community health centre, PQCHC provides a broad range of health care, health promotion, and community support services to individuals and families across the lifespan. As the Lead Agency for the First Words Preschool Speech and Language Program of Ottawa and Renfrew County for nearly 30 years, PQCHC provides leadership and oversight for the delivery of publicly funded speech and language services as part of its comprehensive continuum of community-based care.
The First Words Preschool Speech and Language Program offers services to children from birth until school entry, promoting awareness, prevention, early identification, and early intervention for communication development. Services include intake and triage, speech and language assessments, and therapy delivered through both in-clinic and virtual care. The program also supports early childhood professionals and organizations throughout Ottawa and Renfrew County through consultation, education, and community outreach.
PQCHC works in partnership with individuals, families, and communities to help people achieve their full potential, with particular attention to those who face barriers to care due to race, gender, income, and ability. PQCHC is an equal opportunity employer and values diversity in its workforce. If you require accommodation at any stage of the recruitment or selection process due to a disability, please let us know the nature of the accommodation required.
Job Summary:
Working within the established PQCHC structure, the Client Services Navigator supports the effective delivery of services by managing client intake and triage processes and providing essential administrative support. This role serves as a key point of contact for clients, ensuring timely and professional responses to inquiries and referrals. Responsibilities include conducting intake screenings, coordinating referrals to appropriate services and maintaining accurate and confidential records. The Client Services Navigator ensures adherence to established protocols while acting as a reliable information resource and supporting positive client experiences.
In addition to intake responsibilities, the Client Services Navigator provides a wide range of administrative and operational support to the Specialized Preschool Programs.
This role will report to the Communicative Disorders Assistant Team Lead. The candidate will be expected to work collaboratively with other intake and administrative staff within PQCHC.
Job Specific Responsibilities:
Intake and Screening
- Respond promptly and professionally to inquiries and referrals from individuals, service providers, and external agencies, determining urgency and appropriate next steps.
- Serve as a key point of contact for referring professionals, clients, caregivers, and community health and social service organizations, maintaining effective working relationships and providing guidance regarding program processes and service pathways.
- Independently prioritize, coordinate, and manage a high volume of incoming referrals while ensuring accuracy, confidentiality, and completeness of documentation and workflow tracking.
- Conduct comprehensive intake screenings with families and caregivers to assess service needs, identify risk factors, determine eligibility, and triage clients to the most appropriate clinical or community pathway based on established criteria and professional judgment.
- Review and analyze referral information to identify gaps, clarify service needs, and initiate appropriate follow-up with referral sources or families.
- Respond to urgent or sensitive intake situations using discretion, critical thinking, and established protocols to support timely and appropriate access to services.
- Monitor, track, and maintain referral status for clients across multiple service pathways to support continuity of care and timely service access.
- Maintain accurate, up-to-date electronic records and documentation in accordance with organizational standards, privacy legislation, and funder requirements.
- Function as an information and resource support to clients, families, healthcare providers, and community agencies by providing accurate information, service navigation assistance, and recommendations regarding available supports.
- Apply knowledge of internal procedures, inter-agency agreements, and community resources to support coordinated service delivery and effective client outcomes.
- Identify and communicate emerging issues, barriers to service access, and process improvement opportunities to the clinical team and leadership.
- Perform other related duties as assigned.
Administrative Support
- Coordinate and prioritize administrative activities in support of clinical service delivery and program operations.
- Maintain efficient electronic and paper-based information management systems to support clinical, operational, contractual, and reporting requirements.
- Support clinical staff and client care coordination activities including arranging interpretation services, transportation, scheduling, and related client supports.
- Schedule, modify, and cancel clinical appointments while managing competing priorities.
- Perform data entry and reporting functions in compliance with funder-mandated reporting systems, ensuring a high degree of accuracy and attention to detail.
- Assist with financial and operational processes including invoices, petty cash, timesheets, and documentation associated with contracts and Requests for Proposals (RFPs).
- Coordinate special projects, meetings, events, and program initiatives, ensuring timelines and operational requirements are met.
- Prepare, update, and distribute program materials, promotional resources, and communication documents for internal and external stakeholders.
- Order, monitor, and maintain inventory of program and office supplies to support uninterrupted program operations.
- Develop and maintain contact databases and distribution lists to facilitate communication and collaboration with community partners and stakeholders.
- Perform other related duties as assigned.
Teamwork and Collaboration
- Collaborate with interdisciplinary team members and community partners to support coordinated, client-centered service delivery.
- Maintain effective and professional communication with internal teams, external agencies, caregivers, and service providers regarding client needs, referral processes, and service coordination.
- Participate in the development, implementation, and continuous improvement of program policies, procedures, workflows, and standard work processes.
- Provide input and operational insights to support problem solving, service planning, and quality improvement initiatives.
- Build and maintain collaborative relationships with community agencies, healthcare providers, and partner organizations to support integrated service delivery.
- Attend and actively participate in team meetings, case discussions, and staff development activities.
- Participate in ongoing professional development to maintain knowledge of community resources, organizational procedures, and best practices relevant to the role.
Qualifications:
- Three-year college diploma or Bachelor’s degree in early childhood education, social sciences, health sciences, administration, or a related discipline, or an equivalent combination of education and relevant experience.
- Knowledge of early childhood developmental milestones, including speech and language development, social communication skills, and early indicators of autism spectrum disorder, with the ability to apply this knowledge during intake screening and service navigation.
- Demonstrated ability to exercise sound judgment, problem-solving, and decision-making skills in a dynamic and client-focused environment.
- Strong organizational and coordination skills with the ability to manage multiple priorities, competing demands, and time-sensitive situations.
- Strong understanding of healthcare, community, and social service systems, including referral pathways and service navigation principles preferred.
- Demonstrated ability to maintain confidentiality and manage sensitive client information with professionalism and discretion.
- Excellent interpersonal, communication, and relationship-building skills with the ability to interact effectively with clients, families, service providers, and community partners.
- Demonstrated cultural competency, sensitivity, and ability to work effectively with diverse clients, families, and communities.
- Proficiency in computer applications, electronic documentation systems, and database management.
- Ability to work independently and collaboratively within an interdisciplinary team environment.
- Valid driver’s license and reliable transportation required.
- For bilingual essential positions: Bilingualism (English/French) at a proficiency sufficient for complex professional communication
