ABOUT US

Strides Toronto is a multi-service agency providing a wide range of exceptional programs and services that improve the mental, social and physical health of infants, children and youth from the pre-natal stage to age 29, and their families. With a range of community, residential and treatment services, we build strength and resilience through equitable, accessible, client-driven services, system leadership and advocacy. We provide individual, group and family interventions that include mental health counselling, autism services, education, outreach and referral, early intervention, day treatment and community support. In its Lead Agency role, Strides Toronto collaborates with 22 publicly funded infant, child and youth mental health (ICYMH) core service providers to design and implement system-level improvements that promote access, responsive service delivery and experience, and positive mental health outcomes for young people and families across Toronto's diverse communities. To learn more about who we are and what we do, we invite you to visit our website at www.stridestoronto.ca

ABOUT THE ROLE

The Help Ahead Intake Worker is a permanent full-time position that receives and reviews inquiries and referrals via multiple input channels for mental health services, conducts initial triage to determine eligibility and need, and then routes appropriate clients to Service Navigators for further screening and matching to 22 partner agencies across the City of Toronto. 

Salary range: $48,731.00 to $56,747.00 per annum 

Benefits:        Competitive Group Health Benefits, Defined Contribution Pension plan.

                        This position is represented by OPSEU local 567.

                        Recruiting for two (2) full-time permanent positions.

WHY JOIN OUR TEAM?

• We provide a hybrid work model and competitive Group Health Benefits and Pension Plan. 
• We provide opportunities for growth and professional development.
• We are committed to providing an equitable and inclusive environment where our diverse team members and clients can thrive.
• We have a collaborative and supportive Senior Management Team
• We set high standards for performance, client outcomes, and implement best practices, which are demonstrated through our accreditation with the Canadian Centre for Accreditation.

WHAT YOU WILL DO

• Respond to inquiries from children, youth, families, core service providers, allied sector partners and other healthcare stakeholders seeking access to child and youth mental health services.  Inquiries are received through multiple channels, including phone, email, web-based e-referrals and fax.
• Manage incoming service inquiries through a hybrid approach that includes live telephone response and timely follow-up to voicemail messages.
• Monitor and process inquiries received through multiple channels (e-referral, email, fax, voicemail, chat and web) ensuring responses within 24 hours.
• Engage callers to identify presenting mental-health needs using information shared and professional judgement.
• Document all inquiries, intake activities, and outcomes in real time within the designated e-referral platform and client information system, ensuring accuracy, completeness, and consistency with Help Ahead standards.
• Record demographic details, presenting concerns, eligibility decisions, risk/safety information, consent status, and referral pathways using approved templates, fields, and workflows in the digital system.
• Ensure secure handling of personal health information (PHI) and compliance with agency privacy policies, PHIPA, and sector standards for electronic record keeping.
• Collaborate with Service Navigators, supervisors, and partner agencies by ensuring documentation is shared through the correct digital pathways and contains the information needed for seamless service coordination.

THE “MUST HAVES”

The following education, professional memberships and knowledge are a requirement for this role:

• Completion of a Degree or Diploma in a Human Services–related field (e.g., Social Work, Psychology, Child and Youth Care, Counselling, Social Service Work).
• Three years of experience working with children, youth, and families in mental-health or allied sectors.
• Strong knowledge of child and youth mental-health disorders, symptom presentation, developmental considerations, and functional impacts.
• Trained in crisis intervention, de-escalation techniques, and managing safety or high-risk situations.
• Knowledge of trauma-informed, culturally responsive, and strengths-based service approaches.
• Ability to apply a multi-systemic lens, recognizing how education, child welfare, developmental services, health, and community supports intersect with mental-health needs.
• Strong customer-service orientation with excellent interpersonal skills for engaging children, youth, caregivers, families, and service partners.
• Knowledge of platforms and tools relevant to the role (e.g., Microsoft Teams, Zoom, Microsoft Office, Cisco IP Phone, Cisco Finesse).
• Ability to work independently with sound judgment and initiative, while also collaborating effectively with service providers, cross-sectoral partners, and interdisciplinary teams to support complex cases.
• Understanding of the child and youth mental-health service sector in Toronto, including pathways, service mandates, sector partners, and community supports.

THE ‘NICE TO HAVES’

While not required, preference will be given to candidates with the following: 

• Fluency in another language(s), including sign language would be an asset.
• Awareness of the role of diversity, equity, and inclusion in the workplace and within the community being served by the position.
• An understanding of Anti-Black Racism, anti-oppressive/anti-racism perspective in the context of the social determinants of health when working with clients and their families. 
• Ability to recognize and identify situations where incidents of and imbalance of power and privilege may occur and can result in possible negative impacts for the client.

BEFORE STARTING WITH US

As our work puts us in direct contact with youth and vulnerable persons in our community, with health and safety as a priority, the successful candidate must complete or obtain the following before commencement of their employment:

• A Vulnerable Sector police check.
• A positive police check does not automatically disqualify an applicant for a position with Strides Toronto.  The Police Check will be reviewed and evaluated for the purpose of making a decision on suitability for employment in relation to the specific duties and responsibilities of the position being filled.  

HOW TO APPLY

Please submit a cover letter and resume outlining your demonstrated education, certification (if applicable), working and related volunteer experience and how you meet specific requirements for this position, and any additional considerations you deem appropriate. The application deadline is December 29, 2025. 

Strides Toronto is an equal opportunity employer. We benefit from diversity of lived experiences in the workplace and encourage applications from qualified candidates who reflect the diversity of the communities we serve.  Strides Toronto is a participant in the Government of Canada’s 50-30 Challenge, a program which challenges organizations to improve access for women and/or non-binary people and other equity-deserving groups, including those identifying as: racialized, Black, and/or people of colour, people with disabilities (including invisible and episodic disabilities), 2SLGBTQ+ and/or gender and sexually diverse individuals, and Aboriginal and/or Indigenous Peoples to  increase the representation and inclusion of diverse groups within their workplace.  

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Strides Toronto’s own policies, requests for accommodation will be considered throughout the hiring process.

We thank all applicants however, only those selected for interviews will be contacted.