Information Desk Associate at Canadian Mental Health Association

JOB POSTING

Job Title: Information Desk Associate

Job Type: Casual

Location(s): Oakville

Office Hours: Monday to Friday from 8:30am to 4:30am

Target Hiring Rate: $28.00-$30.00 per hour

The Canadian Mental Health Association, Halton Region Branch (CMHA Halton) is a leading provider of adult and youth mental health services in the Region of Halton. We are driven by our cause to provide responsive mental health for everyone through equitable services targeted for people living with mental health and/or substance use concerns.

Why Work for CMHA Halton

CMHA Halton offers a supportive team environment, flexible work environment, training opportunities, competitive vacation package and comprehensive benefits/pension package. We have an enthusiastic team who are dedicated to supporting individuals with mental health concerns within a client-focused environment. Individuals seeking new challenges and opportunities for professional growth are encouraged to apply.

CHMA Halton strives to build an inclusive culture with a staff group that represents the diversity of the people and communities we serve. We are committed to reducing systemic barriers to employment and our services that have traditionally impacted members from the following groups, Black, Indigenous People, and other racially visible persons, members of the 2SLGBTQIA+ community, and persons with disabilities. If you are a member of one of these equity-seeking groups, you are encouraged to self-identify in your cover letter or your resume. Please also feel free to identify your preferred pronouns when applying.

Role Overview

As a primary first point of contact for CMHA services, the Information Desk Associate (Casual) provides friendly, efficient, dignified, and non-stigmatizing support to clients, families, and community partners. This casual role provides coverage for staff vacations and absences, requiring availability on short notice and the ability to travel to our Oakville office. Standard office hours are 8:30 a.m. to 4:30 p.m., Monday to Friday. The successful candidate will possess strong knowledge of social service resources within Halton Region to support referrals, system navigation, and advocacy for individuals seeking assistance.

The Successful Candidate Will

• Provide welcoming, professional front-line support via phone, email, and in person.
• Possess working knowledge of Halton community resources to guide referrals and system navigation (or be open to learning these)
• Apply a recovery-focused, non-judgmental approach to client support.
• Deliver efficient administrative support across departments and front desk operations.
• Handle sensitive situations with sound judgment, including crisis and conflict support.
• Communicate effectively and work both independently and collaboratively.
• Demonstrate cultural competence and adaptability in a fast-paced environment.

Responsibilities

FRONT DESK/RECEPTION

• Respond to all incoming phone calls, walk-in requests and email inquiries to the agency
• Acquire necessary information, ensure current up to date knowledge of all appropriate community resource(s)
• Ensure principles of health, safety and wellness are adhered to according to relevant legislation and agency policies and procedures
• Assist callers with registration for internal course offerings (ASIST, Mental Health First Aid).
• Support Walk-in Counselling with registration

CLIENT SUPPORT/SYSTEM NAVIGATION

• Assess needs and provide appropriate linkage to internal and external resources/community agencies in an unbiased and non-judgmental manner
• Follow up on inquiries to ensure that clients have received adequate support and/or appropriate services as needed when applicable

OFFICE & ADMINISTRATIVE SUPPORT

• Support courier drop/pick-ups, sorting/distribution of mail and other general office duties as assigned
• Assist with copying, printing and updating or creating general office documents as requested by staff or leadership
• Assist group facilitators with room and material preparation

Qualifications

• Prior education or training in social services/psychology related field would be beneficial
• A minimum of one years’ experience working in reception or front desk type role is ideal
• Knowledge of programs, services and resources available in Halton Region and ability to assist clients with navigating these. (or willingness to learn these)
• Ability to work with a wide range of client groups, particularly those with mental health or substance use concerns.
• Possess the ability to work with clients with diverse cultural and social backgrounds
• Experience in crisis intervention and conflict management/resolution an asset.
• Nonviolent Crisis Intervention trained (or be willing to complete)
• Ability to meet variable scheduling requirements as required
• Ability to work independently and as part of a team
• Exceptional oral and written communication skills
• Proficiency in MS Word and Excel
• Knowledge of EMHware database an asset
• Training in CPR, First Aid and ASIST would be an asset
• Clear Vulnerable sector screening required upon hire
• Ability to speak a second language would be also considered an asset

CMHA Halton will support any accommodations that may be required for you to actively participate in the recruitment process. Please email [email protected] if you wish to review this job posting in an alternative format or if you would like to request an accommodation. Only those selected for an interview will be contacted. Thank you for your interest in CMHA-Halton.

CMHA Halton does not use artificial intelligence (AI) or automated decision‑making technologies in any part of our recruitment or selection processes. All hiring decisions are made by our People & Culture team and trained hiring managers, who carefully review each application to ensure a fair, equitable, and human‑centered assessment. We are committed to transparency, privacy, and ethical hiring practices, and we ensure that every candidate is evaluated by real people who bring thoughtful judgment, inclusivity, and care to our recruitment practices.

This posting is intended to fill an existing vacancy within the agency.