Client Care Liaison ID #1668

The opportunity:

The Client Care Liaison is a client facing administrative and coordination role supporting Employment Services programs. This position serves as the first point of contact for clients and plays a key role in ensuring a welcoming, inclusive, and accessible service experience aligned with YMCA core values of inclusiveness, kindness, and respect.

The role is responsible for coordinating client intake and appointments, supporting Integrated Employment Service Delivery (IESD) administrative processes, maintaining accurate client records and program databases (CTS, CaMS and ESCases), and supporting government reporting requirements. The Client Care Liaison contributes to safe, efficient, and high-quality service delivery by ensuring strong client flow, accurate data management, and timely administrative support for program staff.

This position supports, but does not deliver, direct employment case management services such as self-serve faxing, scanning, copying and resume/cover letter soft touch support, individualized client funding support requests, or and completion of client registrations. Instead, the role strengthens service delivery by supporting staff and program leadership through coordination, communication, and administrative excellence.

In this role, you will:

• Demonstrate strong support and commitment to the mission and core values of the YMCA of Simcoe/Muskoka and the YMCA in Canada
• Demonstrate strong support and commitment to serving the membership, facility users and all program participants of the YMCA of Simcoe/Muskoka
• Adherence to all provincial and federal legislation relevant to job description.

Client Reception & Intake Coordination

• Welcome clients in person, by phone, and electronically and direct clients to services they need. 
• Provide general information about Employment services. 
• Schedule and manage appointments for program staff. 
• Complete appointment reminder calls and manage cancellations/rescheduling. 
• Assist clients in the self help area, adhering to self help guidelines. 
• Ensure smooth daily client flow and positive client experience. 

Appointment Booking & System Support

• Monitor general email boxes, forwarding and answering emails as required. 
• Work with employers regarding job postings; follow up and rebook or cancel as required. 
• Maintain and update job boards, both in the centre and online, sourcing a variety of jobs. 
• Maintain self serve area, computers and troubleshoot basic issues. 
• Book and manage client appointments according to program protocols. 
• Maintain accurate client records in the scheduling system. 
• Track referral outcomes to ensure service continuity. 
• Work with Team Leader to ensure client volume statistics are communicated.

IESD Administrative Support

• Support IESD registration processes, workshop scheduling, employer applicant hours and stand alone job fair registration. 
• May act as administrative support for new and existing internal training programs (Experience Matters, Soft Skills, Personality Dimensions, IMM+ as examples) 
• Maintain attendance records and client information in internal systems. 
• Assist with workshop, orientation, and event logistics. 
• Facilitate communication between staff, clients, and management. 
• Provides administrative support to chair of all internal meetings (ie: Agenda preparation, minute-taker) 
• May support or provide back up for Quality, Reconciliation & Accounting processes with file management, EFRS, financial reconciliation, data auditing and communication to Association Financial services as required.  
• May support internal and external audits, compliance reviews, reporting, and program metrics. 
• May review program data for accuracy, completeness, and compliance, following up on discrepancies as required. 
• Provides staff support and guidance on administrative processes and case management. 
• Other duties as assigned by Team Leader. 

Database & Government Reporting (CaMS, CTS and ESCases)

• Maintain accurate client data in all databases. 
• Run reports from CTS to capture program traffic. Provide feedback to SQAFA and Team Leader from Triage document as required. 
• Consolidate and submit required traffic and volume data to Team Leader, and ensure all Social Assistance documentation is completed in CaMS. 
• May support compliance audits, data verification, and reporting deadlines. 
• Assist management in tracking program outputs and outcomes for funder/Association reporting. 

Documentation & File Management

• Prepare and maintain client files, including digitization of data, ensuring completeness and organization. 
• Support ES staff by preparing files and organizing documentation. 
• Ensure all documentation meets organizational and funder standards and is in compliance with privacy policies and procedures. 

Team Collaboration & Process Improvement

• Participate in team meetings and case conferences. 
• Participate on the Job Fair committee.  
• Share trends, client flow challenges, and workflow suggestions with management. 
• Contribute to continuous improvement of intake, administrative, and reporting processes 
• Understand the Performance Management model and the Service Quality Standard and its composition, and actively work with the employment team to attain, maintain, and exceed that standard 
• Provide back up administrative and client-service coverage during staff absences or high-volume periods. 

You bring:

• Post-secondary education in Office Administration, Social Services, or a related field, or equivalent combination of education and 2–3 years of experience
• Experience in administrative, client-facing roles preferred
• Strong computer skills, including database management, reporting, and data consolidation  
• Proficiency with Microsoft Office programs (Word, Excel, PowerPoint, Access, Internet, Publisher) 
• Excellent written and oral communication skills with clients, community partners, staff, suppliers, and volunteers
• Strong organizational, multitasking, and time management skills 
• Ability to work independently and as part of a team in a fast-paced environment
• Demonstrated sensitivity and commitment to working with diverse cultural and racial backgrounds, including visible and invisible dimensions of diversity
• Knowledge of local wrap around/service provider programs considered an asset 
• Proficiency in additional languages is an asset
• Ability to maintain confidentiality and professionalism at all times
• Flexibility to work varied hours based on client and program needs 

Why work for the Y:

At the YMCA of Simcoe/Muskoka, we believe in creating a welcoming and inclusive environment for all members and staff. As a Client Care Liaison, you will have the opportunity to make a positive impact on the lives of our participants and the community. You will work alongside a supportive team of individuals who are committed to our vision of building vibrant and connected communities where everyone belongs.

Perks:

• Compensation $21.00 per hour

• Paid Well- Being Days  
• YMCA Simcoe /Muskoka Wellness Day
• Benefits Plan
• Pension Plan after 2 Years
• YMCA Health, Fitness & Aquatics Membership 

When people find a community where they belong, they shine. At the YMCA of Simcoe/Muskoka, we believe in creating spaces where everyone belongs. In addition to a competitive salary and benefits package, we offer ongoing training and development opportunities to help you grow professionally and personally. If you're looking for a challenging and rewarding career, working with a diverse team where your own ideas will be heard, then the YMCA of Simcoe Muskoka is the perfect place for you.

About us:

The YMCA of Simcoe/Muskoka is a registered charity dedicated to building healthier, stronger communities by promoting physical, mental, and social well-being for all. We offer a wide range of inclusive and affordable programs and services to individuals and families, regardless of their background or financial situation.

Applications will remain open until November 10, 2026.

This role is for an existing vacancy that is available or will be available at the time of fulfillment. We wish to express our appreciation to all applicants for their interest in this position; however, only candidates selected for an interview will be contacted.

The YMCA of Simcoe/Muskoka is committed to fair and accessible employment practices. Our goal is a diverse, inclusive workforce that reflects the communities we serve. Each step of our recruitment process is human-led; we do not use artificial intelligence (AI) or automated screening tools. Individuals needing employment accommodation in the hiring process or job postings in an alternative format may contact the People and Culture department at hr@sm.ymca.ca.

In keeping with our commitment to child and youth safeguarding, job offers are contingent on the successful completion of a Police Records Check and employment reference checks. Police Records Checks are reviewed on an individual basis and the offense(s) - if any - is considered in the decision-making process in relation to the requirement of working with children, therefore not eliminating all candidates with a record from being offered a position. Police Records Checks must be renewed every three years.