About Willowbridge
Willowbridge Community Services is a not-for-profit organization offering developmental services and counselling across Hamilton, Brantford, Niagara, and Haldimand Norfolk. We believe that everyone deserves relationships, community, and celebration.
Under the direction of the Director of Services, in collaboration with the program managers, the Intake and Program Integration Lead provides a warm, welcoming, and trauma-informed experience for clients accessing Willowbridge services. This role manages comprehensive intake processes—including client assessments, waitlist oversight, service navigation, and initial service coordination—to ensure equitable and timely access to care.
Additionally, the Lead strategically guides group programming to meet community needs, align with organizational priorities, and reflect best practices. They promote collaboration, consistency, and innovation to continuously enhance program effectiveness and client satisfaction.
With exceptional organizational, administrative, and interpersonal skills, the Lead effectively integrates client-focused care with operational sustainability. They actively contribute to program planning, professional development, and partnerships, consistently embodying Willowbridge’s values by recognizing individuals' strengths, honoring their expertise in their own lives, and appreciating the healing power of relationships.
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Bringing Change to Life Willowbridge.ca
Why Work for Willowbridge?
• Participate in an innovative 4-day workweek (32 hours) with no salary reductions.
• Full Benefits package and an RRSP plan with employer matching up to 5%.
• Enjoy a generous vacation package, including 18 paid days (prorated for 4DWW), all statutory holidays, and an additional paid week-long holiday office closure.
• Benefit from 1.4 cumulative sick days per month, accrued into a sick-day bank.
• Flexible working hours that meet your needs.
• Hybrid work arrangements that include both remote and in-person service provisions.
• Funded professional development, training, and certification opportunities as available.
• A management team that advocates for the wellbeing of staff, clients, and the community.
• Opportunity to be a change-maker in a positive, collaborative workplace that values leadership, innovation, and creativity.
About The Role:
Intake Duties:
 Assess client needs to determine the most appropriate program(s), ensuring alignment with eligibility, capacity, contract obligations and best practices
 Ensure the completion or delegation of intake processing, including key client file components such as income and risk assessment
 Maintain accurate, up-to-date, and well-organized client records, ensuring all documentation is securely stored in compliance with confidentiality, privacy legislation, and organizational policies
 Waitlist management: oversee the management and maintenance of waitlists across all Willowbridge programs, including updating waitlist notes, applying the client prioritization tool, monitoring service capacity and coordinating client transitions in/out of service.
 Regularly review and report on waitlist trends to support program planning and resource allocation, abiding by Willowbridge policies regarding inactivity and file closures.
 For new clients to Willowbridge, initiate and coordinate first appointments with service providers
 Adhere to all College and regulatory body reporting requirements, including the duty to report concerns to the Children’s Aid Society (CAS) when there are reasonable grounds to suspect that a child under 16 may be in need of protection or at risk of harm, in accordance with the Ontario Child, Youth and Family Services Act
 Complete appropriate screening protocols for any individuals, couples or families requesting service.
 Actively contribute to the assessment and evaluation of all Willowbridge programs in collaboration with program staff and management, prioritizing efficiencies and supporting social enterprise revenue growth.
Group Coordination and Oversight duties:
• Maintain an up-to-date master calendar for all group programs, ensuring alignment and coordination across departments.
• Facilitate the Group Committee, fostering collaboration, consistency, and knowledge-sharing among program leads.
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Bringing Change to Life Willowbridge.ca
• Analyze pre- and post-group data to assess program effectiveness, identify trends, and support continuous improvement and enhance program delivery.
• Maintain a comprehensive roster of group programs using a standardized group tracking system to ensure group offerings reflect community interest and organizational capacity.
• Guide decision-making around program offerings by tracking demand, identifying service gaps, and ensuring a strategic balance of programs.
• Oversee group recruitment and registration, ensuring a fair and efficient process for participants.
• Work closely with program leads to ensure smooth transitions from recruitment to service delivery.
• Ensure program data is accessible for reporting, funding applications, and strategic planning.
What We’re Looking For:
 Master’s degree in Social Work, Counselling Psychology, or a related clinical field.
 Minimum 2-5 years of experience conducting intakes in a social service, community-based or clinical setting, with a strong understanding of client assessment, service navigation, and trauma-informed care.
 Excellent problem-solving and assessment skills
 Exceptional ability to work independently while proactively identifying and implementing process improvements to enhance efficiency and support change management
 Demonstrated ability work as well as part of a multidisciplinary team
 Expertise in Microsoft Office and client database applications, with the ability to leverage technology to streamline processes and improve workflow efficiency
 Excellent communication and interpersonal skills.
 Excellent organizational and time-management skills.
Willowbridge aims to provide a diversity-friendly work environment and particularly encourages people of all ethnicities, genders, sexual/gender identities, cultural backgrounds, abilities, and beliefs to apply. Willowbridge is committed to supporting a culture of diversity and inclusiveness across the organization. Accommodation in the recruitment process will be provided upon request.