We are seeking a compassionate and skilled Intake Worker to join our Counselling Programs and EAP team. The Intake Worker is the first point of contact for individuals seeking services and provides initial screening, assessment, and supportive crisis intervention. This role involves assessing risk, gathering relevant client information, coordinating access to appropriate services within FSO or through community referrals, and maintaining accurate documentation.
The Intake Worker supports clients presenting mild to severe and persistent mental health concerns, including trauma, concurrent disorders, and complex psychosocial needs. In addition to intake responsibilities, this role contributes to community outreach, community development, and agencywide initiatives.
Join a values-driven organization with over 100 years of service supporting Ottawa families through life’s challenges, where your work will have a lasting impact, and your professional growth will be supported
Location: Ottawa, Office-based. FSO-SFO is located on the unceded Territory of the Anishinaabe Algonquin Nation
Start date: Immediate
Position: Casual, Unionized
Salary: Level 4, $53,476.41 to $60,078.14 (pro-rated to Hours/Week)
Hours of Work: As Assigned
Job ID: 53-2026 Intake Worker Casual
ABOUT US
Family Services à la famille Ottawa (FSO-SFO) has been strengthening individuals and families—and, by extension, the Ottawa community—since 1914. We provide skillful and compassionate support to address the mental health, family conflict or violence, and parenting challenges that families face. Through accessible counselling, support groups, and educational programs, families increase their knowledge and skills, adopt healthy strategies, build meaningful connections, and enhance resilience.
We serve individuals across the lifespan and within all types of family constellations, including children, youth, transitional-aged youth, adults, seniors, couples, and families. Our work is grounded in the real needs of our clients and families, the complex environments they live in, and a strong foundation of clinical and mental health expertise.
From Mothercare during the influenza epidemic of 1917, to supporting families through post-WWII reintegration, to redefining family therapy to reflect the diverse realities of “family”, FSO-SFO continues to innovate and evolve in response to the changing needs of our community.
We strive to lead and convene the best and most promising practices, ensuring our services remain relevant and impactful. Today, 98% of clients report that working with FSI-SFO has had a positive impact on their lives.
As an accredited non-profit charitable organization, FSO-SFO is a trusted pillar of the Ottawa community. Our team is united by a commitment to well-being, belonging, community, accountability, and client-centered care.
Join us in making a lasting difference for Ottawa families.
ABOUT THE POSITION
Key Responsibilities Include:
· Answers all Intake calls promptly and professionally.
- Provides supportive crisis intervention to clients in distress.
- Provides initial assessment and screening of clients contacting the organization for service requests.
- Assesses for suicide risk and/or risk of violence
- Provides specific screening for history of abuse/ violence, mental health issues, custody and access factors, and factors and involvement in the Criminal Justice System, information related to mandated services, etc.
- Collects and enters all required intake information and enters data into the client database
- Ensure all client documentation and case notes are completed accurately and in a timely manner, in alignment with organizational and professional standards.
- Maintains a schedule of counsellor availability and assigns cases.
- Liaises with other community agencies/ professionals to develop and maintain referral sources.
- Provides referral information for other community resources/services as appropriate to the client situation.
- Obtain all relevant information and arrange appointments.
- Opens files for assigned programs.
- Assists in typing/inputting all file closing information and filing closing documents in the FSO & EAP storage files.
- Provides input to Program Directors and teams regarding patterns in the client requests through the intake process for the development of program services.
- Maintains a waiting list for program areas.
- May participate in internal agency committee work
- Participate in team and staff meetings and internal agency or staff development training sessions.
- Completes other duties as required
ABOUT YOU
You are an empathetic and skilled professional with:
- Completion of B.S.W. and a minimum of one year of related experience in social services organizations/ setting is required or an equivalent combination of education and experience
- Experience with diverse clientele.
- Experience in working with clients in crisis.
- Knowledge of risk factors; training in initial risk assessment.
- Knowledge of community resources and referral sources.
- Knowledge of child protection mandates for reporting
- Knowledge of current standards for practice, such as protocols for working with violence against women.
- Understanding cultural awareness and diversity.
- Strong organizational skills.
- Good verbal and written communication skills.
- Skills in working as a team and within a team approach.
- Strong computer skills, including Office 365 and client database
- Excellent oral, written, and verbal communication skills in English and French
Additional Requirements:
Proof of legal entitlement to work in Canada
Satisfactory Criminal Police Record Check
Availability for evening and weekend work
We look forward to hearing from you. FSO-SFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace. Accommodation is available throughout the recruitment process. Please let us know how we can best support you.
While we thank all candidates for their interest, only those selected for an interview will be contacted.
