Status

Temporary Full-Time

Temporary - Approximate length of assignment, in months

4

Type of Position

a Replacement

Start Date

Immediate

Salary

Per hour

Salary Grade

$35.33 - $38.39

Department

York Region -> Community & Health Services -> Integrated Business Services

Location

Hybrid work opportunities may apply - CA
IBSB Access York - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary)

Job Description (E)

ABOUT THE ROLE
Reporting to the Supervisor, Access York Contact Centre Operations is responsible for responding to requests and resolving questions and concerns received from the public; conducting customer interviews to determine customer needs, triaging customers for appropriate services and assessing eligibility for various Regional and Provincial programs and services; completing intakes and assessments of program specific applications; making referrals to department staff, and community agencies; processing applications; tracking and documenting details in the Customer Relationship Management (CRM) system and Provincial systems; with the goal of responding to customers and resolving the inquiry at the first point of contact.

WHAT YOU'LL BE DOING

• Handles telephone, in-person and electronic inquiries and conducts initial customer interviews; makes inquiries to gain relevant information and assesses suitability and/or determines eligibility based on legislation and program funding for York Region and Provincial programs and services (including but not limited to Ontario Works, Child Care, Early Intervention, Housing, Homelessness Programs, and Discretionary Benefits).

• Accesses information in the knowledge database to respond/resolve customer issues at the first point of contact while exercising confidentiality, discretion and adhering to Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA).

• Maintains and follows up if necessary, wait lists, databases and bring-forward systems.

• Makes suggestions for changing/improving processes to management.

• Participates in team meetings and divisional and departmental task groups and committees, as required.

• Acts as a resource through peer mentoring by providing guidance and direction on Access York policies and procedures to help orient and integrate new Access York staff.

• Responds to inquiries and resolves concerns via telephone, email, in-person, chat and any other means of customer contact, as appropriate.

• Ensures that services provided meet Regional customer service standards.

• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning which may include responding to emergency situations outside of normal business hours.

WHAT WE'RE LOOKING FOR

• Successful completion of a Community College Diploma in Human Services or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in a Human Services environment working with the vulnerable population and one (1) year experence in a call centre environment.
• Demonstrated strong assessment skills to provide appropriate services to marginalized, vulnerable and at risk populations.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
• Demonstrated experience working in a highly structured reporting based environment.
• Demonstrated knowledge of problem solving, complaint and conflict resolution techniques.
• Knowledge of call centre operations including contact centre telephony and technology.
• Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
• Satisfactory Criminal Records Check

Council Approval Date

Scheduled Weekly Hours

35

Scheduled Shifts

8:30 - 16:30

Operational Hours

Close Date

October 13, 2025

of Hires Needed

1

Union

CUPE Local 4900

.

Please apply online by 5:00PM EST of the closing date indicated above.

All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.