Relief Intake Worker in Toronto, Ontario at Christie Ossington Neighborhood Centre

Job Description –Intake Worker

Position Overview:

The Intake Worker plays a key role in welcoming and supporting community members who face complex barriers including homelessness, mental and physical health challenges, substance use, trauma, immigration experiences, and involvement with the criminal justice system.

In this role, you will complete intakes, conduct initial assessments, and orient clients to shelter services while embodying the principles of the Breaking Barriers philosophy. You will liaise with the Breaking Barriers teams — including Life Management, Health & Wellness, Income Security, and Sustainable Housing — to ensure timely referrals and coordinated care. While you do not carry responsibility for ongoing case management within these specialized areas, your work supports seamless integration and client-centered support across all service areas.

Hostel Intake Workers may work at various locations and shifts, including evenings, overnights, weekends, and holidays. This is a unionized position and reports to the appropriate Manager of Shelter Programs, Shelter Operations, or Drop-In Services, depending on assignment.

Key Responsibilities:

Complete shelter intakes and orientation for new clients, including thorough documentation and respectful, compassionate communication.

Provide short-term support and coordination to shelter clients during the intake process and initial stages of their engagement with services.

Work in alignment with the Breaking Barriers philosophy to support holistic, client-centered service delivery.

Liaise with relevant Breaking Barriers team members to ensure clients are connected to the appropriate supports (e.g., Health & Wellness, Income Security, Life Management, Sustainable Housing).

Schedule and coordinate client appointments to facilitate access to internal and external services.

Support communication around shelter and drop-in programming, maintain information boards, circulate materials, and promote upcoming events.

Provide appropriate referrals and resources, including to clinical care, detox/rehab programs, and other community services.

Build respectful, supportive relationships with clients to encourage trust, stability, and goal-setting.

Contribute to a peaceful, collaborative shelter environment using effective conflict resolution and harm reduction strategies.

Participate actively in team meetings, documentation, case discussions, and service planning.

Collaborate with cross-functional teams, contribute to agency-wide initiatives, and uphold the values of CONC in all interactions.

Promote and maintain a safe, inclusive, and positive work and living environment.

Qualifications and Experience:

Demonstrated passion for supporting vulnerable individuals on their path to greater stability and well-being.

Minimum 2 years’ experience delivering client-centered support services.

Minimum 2 years directly supporting individuals in shelter or similar settings.

College diploma or university degree in a related field, or equivalent combination of education and experience.

Strong understanding of strategies for working with vulnerable populations, including identifying and addressing both assets and barriers.

Familiarity with Shelter Standards and conflict resolution strategies.

Knowledge of local community resources, including mental health, addiction, and housing services.

Current First Aid and WHMIS certification.

Excellent organization, time management, communication, and documentation skills; proficiency in MS Office.

Experience administering orientation or assessments such as the Ontario Common Assessment of Need (OCAN) is an asset.

Fluency in additional languages is an asset.

Presentation of a current criminal record check.

Disclaimer

This job description is intended to outline the general responsibilities and qualifications for this role. It may be reviewed and updated as needed to reflect organizational priorities.