The opportunity:
The Client Care Liaison is a frontline administrative and coordination role supporting Settlement, SWIS and LINC programs. This position serves as the first point of contact for clients and plays a key role in ensuring a welcoming, inclusive, and accessible service experience aligned with YMCA core values of inclusiveness, kindness, and respect.
The role is responsible for coordinating client intake and appointments, supporting LINC administrative processes, maintaining accurate client records and program databases (OCMS and HARTS), and supporting government reporting requirements through iCARE. The Client Care Liaison contributes to safe, efficient, and high-quality service delivery by ensuring strong client flow, accurate data management, and timely administrative support for program staff.
This position supports, but does not deliver, direct settlement case management services such as needs assessments, individualized case planning, or completion of client applications. Instead, the role strengthens service delivery by supporting Settlement Workers and program leadership through coordination, communication, and administrative excellence.
In this role, you will:
- Client Reception & Intake Coordination
Welcome clients in person, by phone, and electronically.
Provide general information about Settlement, SWIS and LINC services.
Conduct initial intake screening to determine appropriate program referral.
Schedule and manage appointments for Settlement Workers and other program staff.
Send appointment reminders and manage cancellations/rescheduling.
Ensure smooth daily client flow and positive client experience.
- Appointment Booking & System Support
Book and manage client appointments according to program protocols.
Maintain accurate client records in the scheduling system.
Track referral outcomes to ensure service continuity.
- LINC Administrative Support
Support LINC registration processes, class scheduling, and waitlist management.
Maintain attendance records and client information in internal systems.
Assist with workshop, orientation, and event logistics.
Facilitate communication between instructors, clients, and management.
- Database & Government Reporting (OCMS, HARTS and iCARE)
Maintain accurate client data in OCMS and HARTs databases.
Run reports from OCMS and HARTs to capture program metrics.
Consolidate and submit required data to iCARE, the government reporting system.
Support compliance audits, data verification, and reporting deadlines.
Assist management in tracking program outputs and outcomes for funder reporting.
- Documentation & File Management
Prepare and maintain client files, ensuring completeness and organization.
Support Settlement Workers by preparing files and organizing documentation.
Ensure all documentation meets organizational and funder standards.
- Team Collaboration & Process Improvement
Participate in team meetings and case conferences.
Share trends, client flow challenges, and workflow suggestions with management.
Contribute to continuous improvement of intake, administrative, and reporting processes
You bring:
Post-secondary education in Office Administration, Social Services, or a related field, or equivalent combination of education and 2–3 years of experience.
Experience in administrative, client-facing roles preferred.
Strong computer skills, including database management, reporting, and data consolidation.
Proficiency with Microsoft Office programs (Word, Excel, PowerPoint, Access, Internet, Publisher).
Excellent written and oral communication skills with clients, community partners, staff, suppliers, and volunteers.
Strong organizational, multitasking, and time management skills.
Ability to work independently and as part of a team in a fast-paced environment.
Demonstrated sensitivity and commitment to working with diverse cultural and racial backgrounds, including visible and invisible dimensions of diversity.
Knowledge of settlement or newcomer-serving programs considered an asset.
Proficiency in additional languages is an asset, particularly Arabic, Tamil, Mandarin, Vietnamese, Tagalog, and Russian.
Ability to maintain confidentiality and professionalism at all times.
Flexibility to work varied hours based on client and program needs.
Clear Police Record Check and Vulnerable Sector Screening required.
Willingness to participate in mandated training to be completed before or shortly after
commencement of work including:
AODA Training
Health & Safety Awareness Training
Bill 168 (Violence & Harassment in the Workplace) Training
PCI Compliance
Child Safeguarding Orientation
Willingness to be able to work flexible hours based on client needs
Why work for the Y:
At the YMCA of Simcoe/Muskoka, we believe in creating a welcoming and inclusive environment for all members and staff. As a Client Care Liaison, you will have the opportunity to make a positive impact on the lives of our participants and the community. You will work alongside a supportive team of individuals who are committed to our vision of building vibrant and connected communities where everyone belongs.
Perks:
Compensation: $21.00/ Hour
Extended Health benefits after 90 days
Paid Well- Being Days
YMCA Health, Fitness & Aquatics Membership
Pension Plan after 2 years
Ongoing professional development opportunities
When people find a community where they belong, they shine. At the YMCA of Simcoe/Muskoka, we believe in creating spaces where everyone belongs. In addition to a competitive salary and benefits package, we offer ongoing training and development opportunities to help you grow professionally and personally. If you're looking for a challenging and rewarding career, working with a diverse team where your own ideas will be heard, then the YMCA of Simcoe Muskoka is the perfect place for you.
About us:
The YMCA of Simcoe/Muskoka is a registered charity dedicated to building healthier, stronger communities by promoting physical, mental, and social well-being for all. We offer a wide range of inclusive and affordable programs and services to individuals and families, regardless of their background or financial situation.
Applications will remain open until July 12, 2026.
This role is for an existing vacancy that is available or will be available at the time of fulfillment. We wish to express our appreciation to all applicants for their interest in this position; however, only candidates selected for an interview will be contacted.
The YMCA of Simcoe/Muskoka is committed to fair and accessible employment practices. Our goal is a diverse, inclusive workforce that reflects the communities we serve. Each step of our recruitment process is human-led; we do not use artificial intelligence (AI) or automated screening tools. Individuals needing employment accommodation in the hiring process or job postings in an alternative format may contact the People and Culture department at hr@sm.ymca.ca.
In keeping with our commitment to child and youth safeguarding, job offers are contingent on the successful completion of a Police Records Check and employment reference checks. Police Records Checks are reviewed on an individual basis and the offense(s) - if any - is considered in the decision-making process in relation to the requirement of working with children, therefore not eliminating all candidates with a record from being offered a position. Police Records Checks must be renewed every three years.
