Job Posting 83668

Client Bridging Specialist
Impact North Shore
Work From Home - Vancouver & Lower Mainland
Hybrid between North Vancouver Office and WFH
closes in 33 days (Thu, 30 Jun)
part time  •  $24.00 - $27.00 per hour commensurate with experience



Position title:   Client Bridging Specialist  (Part-Time – 20 hours/week)

Department:     Front Desk

Program:          Settlement, Language, Employment, and Operations

Reports to:       Office and Intake Manager




The Client Bridging Specialist plays a key role in ensuring clients are connected with services to meet their individual settlement needs. Through this role, clients receive efficient follow up and warm referrals to a wide range of services, including digital literacy education, employment, community connection, mental health and well-being and other settlement services based on needs. This role also ensures comprehensive and accurate data collection and recording. Additional responsibilities include: program intake, registration, records management, client data entry, document translation, and administrative support.  This position reports to the Office and Intake Manager.


Key Responsibilities


  • Conduct one-to-one follow up and initiate warm referrals after intake
  • Provide linking to services based on individual client needs, including digital literacy education, employment, community connections, mental health and other settlement services and ensure smooth internal coordination of collaborative activities between service areas
  • Establish best practices for client intake and provide training to front desk staff to ensure effective documentation and referral
  • Support the Manager with updating policy manuals and guidelines
  • Track client services and provide the manager with regular status updates
  •  Support the Manager to coordinate with the Settlement, Employment and SWIS Managers to resolve client issues and ensure smooth intake, appointment-booking and registration processes for all clients.
  • Provide back up to Client Intake team
  • Assess and respond to clients in crises / presenting with visible trauma on the phone or in person and provides immediate support and intervention, notifying others in the settlement team when a more in-depth service intervention is required.
  • Provide first language services as required to enhance the client experience, including   providing document translation support as required.   
  • Participate in client outcome measurement and service promotion tasks as assigned
  • Attend and take an active part in departmental and all-staff meetings
  • Assist with office administrative tasks as needed.
  • Perform other duties as assigned by the Office and Intake Manager
  • Provide leadership support to the Front Desk team in the absence of the Office and Intake Manager.


Key Competencies


  • Values.  Behaves consistently with clear personal values that complement Impact North Shore’s values of excellence, diversity, and respect.
  • Integrity & Ethics. Ensures integrity in personal and organizational practices. Builds a respectful and client-centered workplace.
  • Thinks creatively; is open to new ideas and technologies. Is committed to developing effective and new approaches to service excellence.  Is flexible and adaptable to meeting changing demands of clients, funders, and other stakeholders.
  • Accepts and creates a culture of accountability; fosters personal growth; takes personal ownership. Is self-aware and demonstrates a commitment to ongoing learning and continual improvement. Assesses risk and develops risk mitigation strategies.
  • Shows passion for the job and the mission of the Impact North Shore.
  • Effective Communication. Fosters open communication, listens to others, speaks effectively, and prepares written communication so that messages are clearly understood.
  • Organized & Efficient. Plans ahead and works in a systematic and organized way. Follows directions and procedures and ensures deliverables are met on time and according to agreed standards.


Minimum Qualifications


  • Bachelor’s degree in Social Sciences, Humanities, Community Development or Counselling or a Diploma in Community Development and 1 year of direct client service experience or a commitment and interest in supporting immigrants and refugees
  • 1 year of experience in office administration and standard office procedures
  • Detail oriented with excellent data entry and organizational skills  
  • Excellent communication and interpersonal skills.
  • Excellent knowledge of Outlook, Microsoft Office Suite (ACCESS, Excel, Word, PPT), Teams, Zoom, Moodle and ability to learn and adapt to new technologies required for excellent service delivery as needed 
  • Ability to function in a fast-paced environment, adapt to changes, and remain calm during periods of high demand
  • Ability to identify barriers to services to promote equity and inclusion for a diverse client population
  • Strong knowledge of community resources and services on the North Shore
  • Sensitivity to diverse cultural values and individual experiences
  • Ability to work a flexible schedule to support programming and service delivery needs during daytime and evening hours, as required
  • Excellent English language skills
  • Knowledge of settlement programming, Language Instruction for Newcomers (LINC) administrative processes and iCARE database will be considered an asset
  • Additional language, as required, to meet service needs


Additional Information


  • Work Environment: The current work environment during the pandemic is both remote and in-office, however this is subject to change depending on public health recommendations and service delivery requirements.  For remote work, a strong internet connection and a quiet space to ensure confidentiality is required during phone calls. 
  • Salary: $24.00 - $27.00 per hour commensurate with experience
  • Work Schedule:  20 hours/week



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