Service Navigator

Job summary

The Service Navigator acts as the primary point of contact for program inquiries, managing intakes, triaging referrals, and providing ongoing waitlist support. They also facilitate internal and external service coordination while maintaining accurate administrative records and databases.

Job details

Hi. We’re Trellis. Trellis works with young people, adults, families, and communities to unlock their potential and support their growth. We are focused on generational change by providing a spectrum of services for people of all backgrounds, including those with complex needs. Our programs improve access to resources, develop family and community supports and build people’s capacity to deal with life’s challenges. With our support, people from all walks of life are empowered to move beyond systemic barriers, cultivate great outcomes and reach their full potential. We’re Trellis – and we’re always growing! Our Values Our values not only define who we are but also support Trellis to achieve our vision of everyone reaching their full potential. * Courage: We willingly embrace growth, and don’t see it as optional * Empathy: We relentlessly care about the growth of others and won’t let anyone go unsupported * Learning: We choose to grow through uncertainty, even when the status quo feels easier * Impact: We go beyond what seems doable and prove that growth is possible. Our Commitments We are committed to fostering a culture of inclusion and connectedness, where everyone is welcomed. We believe in creating a workplace that celebrates diversity of our teams, our program participants and reflects the communities we serve. We are committed to active reconciliation in alignment with the Truth and Reconciliation Commission 94 calls to action and the United Nations Declaration on the Rights of Indigenous Peoples. Reconciliation is a highly valued and integrated part of our culture and work. Trellis’ reconciliation journey is intentional with meaningful engagement from team members both collectively and as individuals. What Trellis Offers We provide people with meaningful work and are committed to offering equitable total compensation to all staff. This includes the following benefits which start from Day 1: * Flexible Health & Wellness Benefits * RRSP Group Savings Plan, based on tenure with Trellis * Free and confidential support through the Employee & Family Assistance Program * Paid Vacation, Sick Days, Wellness Days and your Work Anniversary off * Ability to swap statutory holidays for other days of importance to you * Consistent Training & Development Opportunities * Diversity and Inclusion embedded into everyday practice. For more info on Trellis Society, visit www.growwithtrellis.ca [http://www.growwithtrellis.ca/] or find us at @TrellisYYC on social media. We’re Trellis – always growing and we’re looking for passionate people who want to grow with Trellis! Job Title: Service Navigator (Full-Time 37.5 hrs/week) POSITION SUMMARY The Service Navigator is the initial contact for persons served and staff accessing programs and services across the Trellis continuum. This role involves receiving and triaging inquiries and referrals, coordinating intakes, and offering waitlist support for all incoming persons served. The Service Navigator also facilitates internal referrals while ensuring external resources are provided when needed to best support service users. A strong understanding of Trellis services, along with the ability to build collaborative relationships with program teams, ensures smooth transitions between programs. KEY DUTIES & RESPONSIBILITIES CLIENT RELATIONS * Relentlessly engage persons served and their natural supports, based on their needs. * Support persons served and their situations objectively and without bias, in a non-judgmental, inclusive, and reflective way, ensuring consistency across meetings. * Assist individuals using a client-centered, strengths-based approach. * Use empathy and understanding to build positive and safe relationships while connecting persons served to appropriate services. * Navigate challenging conversations with person served as needed (program requirements, expectations, resources, etc.). * Work collaboratively with stakeholders to identify caseload capacity and assign persons served to program staff. * Follow up with persons served on waitlists to communicate expected wait times. * Respond effectively to crises as they arise. PROGRAM NAVIGATION AND COORDINATION * Serve as the primary point of contact Trellis services, answering phone lines and providing information about Trellis services. * Respond to all referrals within 24-48 hours, ensuring program eligibility and inclusion criteria are met. * Facilitate needs assessments and advocate for higher-acuity persons served to gain timely access to supports. * Collaborate with program teams, internal referral supports, and external placement providers to coordinate services and smooth transitions. * Provide waitlist support, including staying in regular contact and offering community referrals as needed. * Maintain expertise in the Trellis continuum of services to effectively guide persons served. * Lead and collaborate on internal referral supports, ensuring all program referrals fit within program standards. FILE MANAGEMENT AND REPORTING * Provide administrative and organizational support, including billing, invoicing, data tracking, and caseload management. * Manage internal referral systems across services and portfolios and monitor multiple shared inboxes for timely and accurate processing. * Input new persons served into databases. * Assist with monthly and quarterly audits of programs including Jane App, caseload reviews, and/or Greenspace. GROWTH, DEVELOPMENT, AND CULTURE * Actively engage in learning and growth, contributing to and growing alongside Trellis while holding up the organization’s values, guiding principles, and practices. * Complete all trainings as outlined in the Trellis Training Matrix, performance reviews, and manager check-ins as required by Trellis Policy. * Foster a culture of Inclusion and Diversity, and Truth and Reconciliation. * Receive and provide feedback in a constructive, safe, and supportive way. * Stay current with best practices and resources to strengthen programming and commit to continuous education relevant to the position and program opportunities. * Manage individual responsibilities while staying connected and supportive of the team’s shared goals. KNOWLEDGE & EXPERIENCE EXPECTATIONS * Minimum of 2 years’ experience in office management, executive assistance, and/or crisis line experience. * Proficiency in Microsoft Office programs and comfort learning new database systems. * Concise and clear verbal and written communication. * Demonstrated ability to take proactive approaches to problem-solving, forward looking, and critical thinking. * Ability to lift up to 30 lbs. * Flexibility to travel between Trellis locations and within the community; ability to commute via personal vehicle or public transit is required. * Valid Standard First Aid and Level C CPR training. * Clear Criminal Record Check with Vulnerable Sector Search and Child Welfare Intervention Record Check. REPORTING RELATIONSHIP This position directly reports to a Trellis Program Manager.

What you’ll do

The Service Navigator acts as the primary point of contact for program inquiries, managing intakes, triaging referrals, and providing ongoing waitlist support. They also facilitate internal and external service coordination while maintaining accurate administrative records and databases.

Requirements

Candidates must have at least 2 years of experience in office management, executive assistance, or crisis line support. Proficiency in Microsoft Office, a valid First Aid/CPR certification, and the ability to travel between locations are required.

Benefits

• Flexible Health & Wellness Benefits • RRSP Group Savings Plan • Employee & Family Assistance Program • Paid Vacation • Sick Days • Wellness Days • Work Anniversary off • Training & Development Opportunities

Listed skills

• First Aid · Preferred
• Problem solving · Preferred
• CPR · Preferred
• Administrative Support · Preferred
• case management · Preferred
• Communication · Preferred
• client relations · Preferred
• Microsoft Office · Preferred
• Critical Thinking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client relations
• Triage
• Intake coordination
• Case management
• Crisis response
• Administrative support
• Data tracking
• Communication
• Problem-solving
• Critical thinking
• Microsoft Office
• Database management
• First Aid
• CPR
• Courage
• Empathy
• Database Systems
• Lifting Ability
• Advocacy
• Needs Assessment
• Data Version Control (DVC)
• Auditing
• Reconciliation
• Billing
• Management
• Cardiopulmonary Resuscitation (CPR)
• Child Welfare
• Critical Thinking
• File Management
• Invoicing
• Problem Solving
• Office Management
• Performance Review
• Program Management
• Writing
• Collaboration
• Coordinating
• Program Standards

Job areas

• Social Services
• Administrative
• Customer Service & Support
• Care Navigator
• Social / Human Services Specialist
• Social Work Associate Professionals
• Community and Social Service Specialists, All Other