CARE COORDINATOR – INFORMATION & REFERRAL (FULL-TIME, 12 MONTHS)

THE ROLE AND OPPORTUNITY

The Intake Coordinator serves as the initial point of contact, either by phone or in person. They initiate basic clinical client screening, assess requests made by referral sources, and refer clients to appropriate resources. Responsibilities include fielding incoming calls, developing and maintaining relationships with other community agencies, maintaining database information, performing data analysis, completing OCAN training, documenting follow-up on services provided, and other duties as assigned. The Intake Coordinator works collaboratively with a team to provide excellent service to consumers, families, and other service providers.

Salary: $54,124 – $60,203 + 4% in lieu of vacation

Hours of Work: 35 per week 

About CMHA Toronto

CMHA Toronto [https://cmhato.org/] is the city’s leading community mental health agency. We provide accessible, quality care for Toronto residents through programs, research and advocacy that create belonging and hope. At CMHA Toronto, we take a client-first, recovery-oriented approach to supporting people and their families when they experience mental health challenges or live with mental illness. By integrating health and social care, we provide services that aid in long-term wellness including housing, employment, community connections and so much more. Our goal? Help everyone thrive in the community.

Responsibilities

1. Information Service

LEVEL 1 SERVICE

• Respond to telephone calls, letters, emails and walk-ins from individuals seeking mental health information and services.
• Assess the service needs of the person seeking information and direct them to appropriate treatment and/or support services.
• Provide a range of options for care and links to them: phone numbers, hours of service, locations, and waiting lists.

LEVEL 2 SERVICE

• Assist callers by making telephone inquiries about services, eligibility, and what callers can expect.

1. Enquiry Response to CMHA Program

• Build rapport with people calling CMHA for services.
• Provide information about CMHA programs.
• Explain the referral process and send the referral forms on request.
• Assess the mental health community support needs of the potential clients.
• Suggest alternative services if CMHA programs are not an appropriate service.

1. Referral Processing 

• Screen completed referral forms to determine whether the program applied for is suitable.
• Attend Team Meetings and provide updates on referrals, admissions, wait times and admissions
• Request original consent forms to request hospital records.
• Record referrals on database system and on log sheet.
• Pass on referrals to respective CMHA team leaders.
• Respond to follow-up calls from potential clients, family members, and referral sources.
• Maintain accurate updates on database system of all incoming referrals.

1. Non-admission Procedure 

• Contact referral sources when a referral is a non-admission.
• Write letter to referral source and offer suggestions for alternative mental health services if possible.
• Respond to telephone from persons wanting to discuss reasons for non-admissions.

1. Outreach

• Develop relationships with community agencies to inform of mental health services that are available.
• Facilitate presentations on the Information and Referral program.
• Attend CMHA Toronto Community Fairs and other outreach events to promote CMHA Toronto programs and services

1. Administration 

• Maintain a log of all types of requests and of type of information given.
• Time sheets and expense reports.

EXPERIENCE & EDUCATION REQUIRED 

Education

• Undergraduate degree or diploma in Social Services or an equivalent.

Related Experience

• Experience in community mental health, with knowledge of community programs and resources in the Greater Toronto Area.

• Experience providing service for people with diverse backgrounds.

• Experience researching and helping people find appropriate information.

• Experience with clinical records databases

Skills Required 

• A welcoming and respectful approach to working with people.
• A thorough understanding of the resources and skills required to provide professional community information and referral.
• Certification in Information and Referral considered a strong asset.
• Excellent assessment and communication skills.
• Computer literacy and experience with Microsoft Office, and client service databases.
• Commitment to CMHA Toronto's mission and values, including a dedication to promoting mental health equity and inclusion.

WHY CHOOSE CMHA TORONTO? 

If you care about mental illness and mental health and you have the right skills, then CMHA Toronto may be the place for you. We have a positive and fair workplace culture, where staff are provided with opportunities for learning and advancement. We are also big believers in wellness and work-life balance. Our benefits include:

• Health Care of Ontario Pension Plan (HOOPP), a predictable, secure monthly income upon retirement 
• Work-life balance and flexibility – to ensure you have time for the things that matter to you 
• Work with like-minded, passionate individuals and make an impact on mental health service delivery 
• Build genuine and authentic connections, with colleagues and clients, with the goal of making a difference 

CMHA Toronto is an award-winning workplace committed to fostering a culture of collaboration, empathy, and accountability. Our staff value the flexibility in work schedules, the emphasis on work-life balance, and the organization's commitment to continuous learning through training and development opportunities. Many employees highlight the strong sense of support that make CMHA Toronto feel like more than just a workplace—it feels like a community.

As an equity-informed employer, CMHA Toronto reflects the diversity of the communities we serve and is committed to fostering an inclusive and equitable workplace. We encourage applications from equity-deserving candidates, including Black, Indigenous, and racialized individuals, people with disabilities, 2SLGBTQ+ individuals, and women. We recognize and honour the intersectionality of equity-based identities. Personal experience with mental health challenges, whether firsthand or through a loved one, is considered an asset. If you are contacted regarding a job opportunity, please inform us before the interview if you require an accommodation.

To be eligible for this role candidates will be required to adhere to our COVID-19 policy and provide proof of vaccination. 

CMHA Toronto thanks all applicants for their interest, however, only those selected for an interview will be contacted.

Important Disclosure:

We do not use artificial intelligence (AI) to screen, assess, or select applicants at any stage of the hiring process. 

This posting is for an existing vacancy.