Responsive, compassionate services for children, youth, and families to build better and more hopeful futures.
Job Posting #26-06 – [Secondment] Intake Lead – 21-month contract
About Keystone:
Keystone Child, Youth & Family Services is a dynamic, not-for-profit organization and the designated Lead Agency for Children’s Mental Health in Grey and Bruce Counties. Since 1974, we have been dedicated to supporting children, youth, and families by delivering compassionate, responsive mental health services.
At Keystone, we provide a full continuum of services, including counseling, prevention and well-being programs, short-term live-in treatment, crisis stabilization, youth justice services, and special needs programming. Our focus on coordinated access ensures that every child and youth aged 0-17 receives tailored, multi-disciplinary care to meet their unique needs.
Role Details:
Location: Main Office in Owen Sound, ON – Hybrid Work
Secondment Dates: 21-month contract [Approx dates: June 2026 through Feb 2028]
Hours of Work: 35 hours per week.
Reporting to: Manager/Supervisor Access Intake
Application: Cover Letter and Resume with Job ID Number and Title in the Subject Line to [email protected]
We’re grateful to everyone who takes the time to apply; however, only those selected to move forward in the process will be contacted.
Purpose and Scope:
The Intake Lead is the first point of contact for children, youth, families, and community service providers accessing services at Keystone Child, Youth and Family Services. This role is responsible for coordinating the intake process, ensuring accurate and timely collection of client information, and supporting a consistent, client-centered approach to service access.
The Intake Lead supports client file creation, scheduling, and communication across the intake process. The role also provides day-to-day guidance related to intake processes, systems, and data quality, and supports consistency across the team.
The Intake Lead works closely with Clinical Intake to ensure smooth transition of clients into assessment and service. Work may include phone, virtual, electronic, and in-person interactions. The role operates in a fast-paced environment and follows established intake workflows, service pathways, and organizational standards.
Key Accountabilities:
Client Access, Registration & Triage Support
- Serve as the first point of contact for all incoming referrals and inquiries
- Answer, triage, and navigate incoming calls, emails, faxes, and in-person inquiries in a client-centered and efficient manner
- Collect, confirm, and validate all necessary client information for registration
- Complete and maintain accurate client registration in the agency’s information system
- Ensure a high level of data quality, accuracy, and completeness
- Respond to identified or potential client risk by following established protocols, including warm transfer and/or escalation
- Support initial triage processes by gathering relevant information and identifying urgency based on established guidelines
Client Flow & Coordination
- Enable client flow into service by scheduling initial appointments
- Support clients, caregivers, and service providers with cancellations, rescheduling, and follow-up
- Complete referrals and registrations into services not requiring additional clinical screening
- Ensure timely and accurate handoff of information to Clinical Intake and/or service teams
- Support a consistent and organized intake experience across programs
Records, Reporting & System Coordination
- Maintain accurate client records and file documentation in accordance with agency and Ministry standards
- Support reporting, tracking, and data quality requirements related to intake activity
- Compile and maintain intake-related statistics and reports as required
- Troubleshoot and support issues related to intake processes and client information systems
- Support consistency in data entry and documentation practices across the team
Lead Responsibilities & Team Support
- Provide day-to-day guidance and support to staff related to intake processes and workflow
- Act as a resource for problem-solving related to intake coordination, systems, and client flow
- Support onboarding and training of staff on intake systems and processes
- Promote consistency, quality, and adherence to intake standards across the team
- Collaborate with supervisors and internal teams to identify and support process improvements
Collaboration & Contribution
- Maintain a strong working knowledge of Keystone programs, services, and community resources
- Work collaboratively with internal teams and external partners
- Support a respectful, solution-focused, and client-centered approach to service access
- Participate in staff meetings, training, and continuous improvement initiatives
- Carry out other duties as reasonably assigned
Other Duties:
- The worker will be expected on occasion to become involved in activities not otherwise included in this job description. These activities may include:
- Agency/Community Committee membership
- Staff meetings
- Professional development
- Other duties as reasonably required
Qualifications:
- Community college diploma in Health Administration, Medical Office Administration, Social Services, or a related field, or an equivalent combination of education and relevant experience.
- Experience in intake, client service, administrative coordination, or service access within a health or social service environment.
- Strong data entry, system navigation, and administrative skills with attention to detail and accuracy.
- Excellent client service, interpersonal, and communication skills across phone, virtual, and in-person interactions.
- Ability to manage multiple priorities independently and collaboratively in a fast-paced environment.
- Sound judgment and ability to identify and escalate concerns appropriately.
- Experience in mental health or social service settings and knowledge of community service providers are considered assets.
Why Keystone?
- Hands-On Learning Experience: Gain real, practical experience working alongside a supportive and knowledgeable team. You’ll be involved in meaningful work that builds your skills and confidence — not just observing from the sidelines.
- Mentorship & Professional Growth: Learn from experienced professionals who are invested in your development. You’ll have opportunities to ask questions, build your knowledge, and explore different areas of the field.
- Innovative & Collaborative Work Environment: Join a forward-thinking organization where teamwork and fresh ideas are valued. Your perspective as an intern is welcomed and encouraged.
- Flexible & Hybrid Work Options (where available): We offer flexibility to support your schedule and learning needs, including hybrid work opportunities where possible.
- Inclusive & Supportive Culture: Be part of a workplace that values respect, diversity, and inclusion — where you can feel comfortable being yourself and contributing to the team.
- Meaningful Impact: Make a real difference by supporting services that improve the mental health and well-being of children, youth, and families in our community.
- Resume-Building Experience: Develop transferable skills and accomplishments that will strengthen your resume and help prepare you for future career opportunities.
- Exposure to the Sector: Get insight into the inner workings of a community-based organization and build a deeper understanding of the field.
Job Types: Full-time, Contract, Fixed term contract
Contract length: 21 months
Pay: $25.61-$28.46 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Dental care
- Employee assistance program
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program
- Work from home
Work Location: Hybrid remote in Owen Sound, ON N4K 6Y2
