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Job Number:  39569
Intake Agent– Centralized Point of Access (CPA)
Job Posted: Wednesday, 8 November 2017
Closing Date: Friday, 17 November 2017
(67 days ago)
East Metro Youth Services
Region: Toronto Metro area Type: Full time
Location: Toronto Salary: Competitive



East Metro Youth Services, Toronto Lead Agency and a fully accredited Children’s Mental Health Centre serving adolescents and their families in East Toronto for over 40 years, is inviting applications for the following full time, permanent positions:





As a representative of the clinical and professional services department the intake agent is the first point of contact for incoming calls to the CPA for mental health and addiction services and referrals throughout Toronto for children and youth and their families between the ages of 0 to 18. These agents gather essential information, assess situations and direct callers within a systematic framework.



  • Provide responsive, accessible intake services.
  • Ask questions to interpret, analyze and determine the caller’s situation as to refer callers to Child and Youth Mental Health services in the city of Toronto.
  • Provide support/redirection if the caller or the subject of the call are in crisis.
  • Utilize screening tools to assist in the triage of new referrals.
  • Work with the CPA manager and team to create, write and update documents such as Standard Operating Procedure (SOP) manuals.
  • Maintain and/or use tools to maintain up to date knowledge of the community resource network.
  • Sit on relevant committees and other bodies that help inform and improve the CPA.
  • Participate in the evaluation activities of the CPA.
  • Work in accordance with the MCYS and EMYS policies.
  • Maintain professional standards of practice in accordance with EMYS policies and procedures, Canadian Centre for Accreditation (CCA) standards, and relevant legislation.
  • Oversee/supervise volunteer and student placements as required.
  • Identify personal training needs, and participate in scheduled agency and/or program training activities.
  • Assume responsibility for other tasks that may be requested or assigned.

The ideal candidate will have:

  • B.S.W. or BACYC (Bachelor of Art Child and Youth Care) or a minimum of 5 years-experience working in an intake capacity with children and youth with serious mental health problems.
  • Eligible for certification/membership in relevant professional association.
  • Ability to use judgment and decision-making skills to evaluate needs.
  • Must be organized, adept at multi-tasking and level-headed.
  • Must have knowledge and be committed to providing excellent customer service.
  • Excellent ability to write clearly,
  • Ability to actively listen and communicate effectively through clear speech and hearing.
  • Must be comfortable working within a systematic framework where some ambiguity will be present.
  • Must be comfortable using telecommunications systems, which may include broadcasting, databases with codes/abbreviations, and other technologically appropriate operations and procedures used by CPA.
  • Candidates must understand geographical locations of communities and services within Toronto.
  • Ability to work and support others in the context of culturally diverse youth and families;
  • Ability to work independently and develop and maintain cooperative and professional relationships with fellow employees, representatives from other departments and agencies.
  • Computer proficient (Knowledge of Excel and Access Data Base and SPSS, etc.)
  • Preferred candidates will be bilingual in both official languages.
  • Vulnerable sector screening police background check.  
  • Qualified individuals are invited to submit a resume by November 17, 2017 at 4p.m.
  • In accordance with the agency’s employment equity plan we are particularly interested in encouraging qualified applicants from all communities that reflect the diversity of the youth and families we serve. We are committed to a selection process and work environment that is inclusive and barrier free. We ask applicants to make any accommodation requests when contacted for an interview. The agency assesses all candidates in a fair and equitable manner.


(Only those candidates to be interviewed will be contacted, no phone calls please)

Human Resources Manager, East Metro Youth Services

1200 Markham Road, Suite 200, Scarborough Ontario, M1H 3C3

How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
Apply through our website:
Contact Details:
Human Resources Manager
East Metro Youth Services
200 - 1200 Markham Road
Toronto, ON, M1H 3C3

Tel: 416-438-3697
Fax: 416-438-7424
www:   emys.on.ca/about-us/new-employment-opportunities/

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