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Intake Associate

Job Information
Author ahnationtalk
Date September 4, 2019
Deadline Open
Type Full Time
Company Wilfrid Laurier University
Salary $15.00 - $18.00 - Per Hour
Location Waterloo, ON
Category Miscellaneous
Client Wilfrid Laurier University
Contact Information
Apply Now!

Intake Associate

Posting ID : 11239
Apply By : 9/13/2019
Position Title : Intake Associate
Department : The Delton Glebe Counselling Centre
Job Type : Part-time, Continuing
Campus : Waterloo
Reports To : Office Manager, The Delton Glebe Counselling Centre
Position Summary :

The Delton Glebe Counselling Centre is a multi-faith agency committed to strengthening emotional and spiritual wellbeing.  We are a community outreach of Martin Luther University College.

    • We believe faith and spirituality are important resources for healing and change;
    • we seek to understand everyone’s unique faith and spiritual world view – never imposing one;
    • we embrace diversity and cultural inclusivity.  All are welcome.
    • The Delton Glebe Counselling Centre provide  counselling services to individuals, couples, families, children and groups in a variety of modalities and languages.

Reporting to the Office Manager and working with the rest of the administrative team, the Intake Associate is responsible for facilitating and creating a professional, safe and efficient environment for clients, therapists and staff. The incumbent will need to use their exceptional customer service, communication and organization skills to interact with our various stakeholders.

This position requires tact, sensitivity and discretion in responding to contacts both internally and externally of the Counselling Centre.

Currently, the Delton Glebe Counselling Centre is staffed from 8:30 a.m. to 8:30 p.m. Monday to Thursday and 8:30 a.m. to 4:30 p.m. Fridays.

Accountabilities : Prospective Clients and New Client Intakes

You will have first voice or email interaction with prospective and new counselling clients. As a result you will be expected to have a basic understanding and knowledge in general mental health concerns and be able to speak fluently about the services offered. Your role will be to actively listen and respond with sensitivity and without judgement to client issues and to match new clients with the best available therapist. Exceptional customer/ client skills are required.

Existing Clients

In addition to new and prospective clients you will also be expected to respond to calls and emails from current clients and therapists. The expectation is to respond in a timely and professional manner.

Scheduling and Payments

You will be trained on our software, including OWL, and be expected to schedule/re­ schedule client appointments with clients and therapists, In addition, you will be responsible for processing client payments inclusive of debit, e transfer, cash and cheques and, for providing client invoices and receipts. You will also be responsible for preparing end of day invoice and payment reconciliation reports.

Physical Resources

Our physical environment is an important component of our therapeutic experience and overall working environment. You will be expected to ensure that our physical facility is operating smoothly and fully supplied, initiating and following up on work orders with Physical Resources at WLU and community repair and trades as necessary. This involves ensuring that the space is filled with the necessary supplies and that the environment is conducive for an exceptional client experience.

Social Media and Marketing Support

An ideal candidate will be able to update our Facebook, Twitter and other social media pages as well as update our website, using WordPress based, as required. In this position you may be required to co -create marketing materials including posters and materials for various programs and groups

Qualifications :
  • Excellent customer service skills in which the candidate is able to respond professionally to prospective and current clients in distress in a calm, courteous and supportive manner and communicate effectively with therapists, referring agencies and staff
  • General understanding of mental health concerns the reasons people may seek personal counselling
  • Attentive listening and problem resolution skills
  • Strong verbal and written communication skill
  • Excellent telephone and email and social media etiquette
  • Demonstrated attention to detail and efficient time management
  • Strong organizational skills and the ability to prioritize workload
  • Solid social media skills – Twitter, Facebook, website, etc…
  • Ability to maintain strict confidentiality as dictated by the Counselling Centre
  • Ability to work independently and work as an effective team membe
  • Experience working in a clinical office setting, counselling or medical setting is an asset
  • Proficiency in use of computer programs and office equipment including MS Office Suite – Word, Excel, Internet, Computer, Fax, Experience in Adobe and scheduling software is an asset
  • Must provide an acceptable Police Vulnerable Sector Check (level 3)

Salary : $15.00 – $18.00
Salary Notes : Position Start Date: September 30th 2019
Hours: 10-15 hours per week (includes evening hours; up to 8:30pm)
To Apply :

Please apply by 4:30 pm on September 13, 2019 to Neta Gear, Executive Director via email at or send/drop off your resume to: The Delton Glebe Counselling Centre, 177 Albert St, Waterloo N2T3L4 Attention: Neta Gear

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.
Please Note :

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity and Accessibility at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or

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