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Settlement & Employment Program Assistant, Information & Referral – Newcomer Women’s Services

Settlement & Employment Program Assistant, Information & Referral – Newcomer Women’s Services

Posted 4 weeks ago


Settlement & Employment Program Assistant, Information & Referral

Reporting to: Manager, Settlement & Manager, Employment Programs

Position Summary:

As a member of the Settlement and Employment Team, the Settlement & Employment Program Assistant will be involved in providing integrated settlement and employment supports to all service users of Newcomer Women’s Services Toronto (NEW). The Settlement & Employment Program Assistant is the first point of contact for the organization and will assist in carrying out the administrative operations for all Settlement and Employment programs in accordance with the standards set out by the organization and its funders. This position will appeal to a team player who is skilled in customer service and multi-tasking in a fast-paced community-based social service agency with an emphasis on goal achievement and delivering customer-centric service.



  • Reception duties; greet clients and handle walk in, telephone & email inquiries
  • Answer and respond to initial telephone inquiries in a welcoming, positive and supportive manner; record and distribute telephone messages and manage voicemail system
  • Meet customer service standards of returning calls within 24 hours
  • Support Settlement and Employment Program staff by acting as an agency triage by assessing client need and providing accurate internal program referrals
  • Process incoming and outgoing mail, courier and facsimile materials
  • Provide initial information about agency programs and services
  • Manage calendar and appointment bookings
  • Ensure client satisfaction through maintaining ongoing, effective communication with clients, partners and the community
  • Preparation and administration of file intake and registration forms for Settlement and Employment Programs
  • Liaise with organizations suppliers/vendors as assigned
  • Collaborate with colleagues across the organization to ensure seamless delivery of services to our members
  • Maintain an organized and productive work environment
  • Other general administrative tasks as required

Settlement Program:

  • Coordinate the weekly arrival of food from Second Harvest to be distributed to clients. Pre-requisite includes food handling certification which will be sponsored by the employer
  • Provide information and referrals on the phone and by email
  • Maintain service records and track program statistics as per funder’s reporting requirements
  • Meet monthly service targets as determined by the funder
  • Administer intake forms for walk-in clients
  • Plan, organize and facilitate workshops for newcomers on topics that are relevant to them based on needs assessment
  • Proactively outreach to new and existing community partners
  • Research, order and organize immigrant services related information and update resource centre material
  • Select topics, develop information fact sheets, and ensure that information is relevant, accurate, up-to-date and accessible
  • Other duties as assigned

Employment Programs:

  • Deliver service within the Resource and Information (RI) component of the Employment Services Model
  • Meet monthly service targets as determined by funders
  • Provide general direction and guidance to individuals and employers accessing the RI service with print and online information, resources and activities
  • Conducts Employment Program screenings for relevant incoming calls, inquiries, events and walk-ins
  • Schedules and administers and assists clients to complete intake forms for booked and walk-in clients
  • Maintain intake database and track program statistics
  • Support the Employment team with administrative services including general office administrative supports and database maintenance
  • Assist in coordinating job fairs, guest speaker sessions and special events
  • Remain up-to-date on all modifications of the funder and organizational standards, policies and procedures
  • Other duties as assigned

Team Contributions and Expectations:

  • Committed to the contribution toward program targets and outcomes as defined by the funders upholding organization’s mission/vision
  • Participate in training of new staff, practicum students and volunteers as required
  • Attend workshops and training as recommended by NEW
  • Take an active role in the upkeep of staff areas and offices
  • Participate on committees as needed


Skills and Qualifications:

  • Degree or diploma in a relevant field such as Office Administration, Social Services or Education or 2 years equivalent work experience
  • Knowledge of the newcomer settlement and Employment Ontario sectors with a good understanding of challenges faced by prospective immigrants, newcomers to Canada, women and youth
  • Able to provide services and support to ensure the administrative functions of the office are running smoothly with ability to manage the front desk reception
  • Effective oral and written communication skills
  • Excellent word processing and computer skills, specifically in MS Office (Word, Excel, Publisher, PowerPoint, Outlook)
  • Demonstrated experience with CaMS considered an asset
  • Second language is an asset – Tagalog, French, Mandarin, Cantonese, Farsi, Bengali, Turkish, Amharic



  • Personable and professional manner with a commitment to community and client
  • A customer service approach with a warm, welcoming and helpful manner
  • Able to compartmentalize program knowledge and requirements in order to appropriately direct clients
  • A quick study; willing to research and learn about community services to provide referrals
  • Capacity to identify and articulate potential problems and provide possible solutions in a concise and clear manner
  • Ability to take initiative and self-manage change and transitions
  • Ability to prioritize workload, manage time effectively and coordinate multiple activities
  • Commitment to an anti-oppression framework and a willingness to support the socio-economic advancement of newcomer and/or racialized youth
  • Ability to provide flexibility in working schedule with ability to work extended hours as required
  • Clear and precise in documenting the content of phone calls for accurate target tracking

Working Hours:

  • 37.5 hours per week
  • Mon – Fri – 9:00 AM – 5:00 PM

 This is a full-time, permanent position at an annual salary of $40,148.

Benefits will commence after the successful completion of a 3 month probation period. This position is open to both internal and external candidates.



Job Features

Job CategoryCareer at NEW, Office Work

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