Title: Intake Specialist - Full Time

Number of Positions: 1

Competition Number: C184

Location: Phoenix Center (Main Campus)

Position Status: Full Time, Permanent

Shift Timing & Days: Monday - Friday 08:00 am - 04:00 pm

Reports to: Access & Flow Coordinator, Mental Health & Substance Use

Compensation: Grid 21 $29.76 - $31.64

Job Summary
The Intake Specialist is a member of the Mental Health & Substance Use (MHSU) team. The position is part of the intake team that supports client admissions into our bed‑based treatment and housing programs and assists clients in accordance with pre‑established care schedules. This team is supported by the integrated service team.

Responsibilities

Facilitates intake into our bed‑based treatment and housing programs by obtaining information, completing required documentation, and liaising with referral sources and other information channels to gather additional client data. Schedules and confirms clients for programs and/or services.

Assists the coordinator by sharing new referrals and applications with the MHSU and housing teams and collecting additional information from external partner agencies such as PHSA, health authorities, or the client’s community care team. Ensures complete applications, includes income verification documents, and flags higher‑needs criteria for the housing team. The role does not perform assessments.

Coordinates admission for new clients into treatment and housing programs, working with clients, their clinicians, counsellors, other healthcare professionals and community care teams.

Communicates program structure, services, and guidelines to ensure that applicants have the necessary information to make an informed admission decision and to enhance client matching.

Adds and updates client information in admission trackers in Excel, performing tracking, data entry, and record keeping.

Schedules client Welcome Meetings, Intake Appointments, 45‑day Progress Meetings, and 75‑day Transition Meetings for clients, their community care teams, and Phoenix counsellors.

Reports to and discusses referral concerns with the coordinator and/or integrated service team for support and direction. Based on the direction provided, follows up with external partner agencies via email and phone.

Schedules and confirms appointments, including pre‑admission case conferences, and may coordinate basic client travel in collaboration with our outreach team.

Maintains client records in accordance with policies and procedures.

Obtains client information to complete and submit consent forms, ministry financial forms, medical referral forms, pharmacy admission and discharge paperwork as part of the admission process.

Liaises with MHSU care teams, external partner agencies, correctional staff, and probation officers by answering general inquiries via e‑mail and telephone about a client’s pre‑admission status, updates upon arrival, and status throughout the program.

While transition/discharge planning is the primary role of the social worker, assists by contacting community care teams, submitting financial discharge paperwork, and closing the client’s file after discharge.

Contributes to ongoing development and maintenance of an effective pre‑screening and assessment process.

Performs duties as required.

Client Services

Monitors and assesses resident behaviors and client movement in and out of the building.

Performs routine searches of clients’ belongings, applies heat treatment (bed‑bug protocol), and disposes of substances and paraphernalia following Phoenix’s health and safety protocols.

Observes and documents resident behavior with concrete, factual descriptions; reports behavioral, physical, cognitive or psychological changes to the Access & Flow Coordinator.

Reports behaviors to supervisory staff that pose a risk to residents, other residents, staff, or the community.

Assists clients in developing life skills, healthy daily living, social activities, meeting obligations,



keeping appointments, and promoting effective social and interpersonal skills through demonstration and modeling appropriate actions.

Identifies available social, economic, recreational, and educational services and resources in the community and within the facility. Provides related information to clients.

Engages with residents to ensure safety and expectations of the program agreement are met.

Encourages awareness of the inter‑dependence of community members and the value of responsible concern for self and others.

Arranges meal deliveries if a client is unwell or unable to access the kitchen dining room.

Debriefs with incoming shifts to ensure detailed transfer of information.

Supports and promotes a secure environment regarding relationships with staff, program participants, and community members.

Supports a safe, well‑maintained building and work environment.

Administration

Answers general inquiries by telephone/fax/email and greets visitors from a variety of sources.

Sorts and distributes mail, signs for receipt of packages and shipments, and prepares outgoing mail.

Receives rent collection, security deposits, and related record‑keeping.

Accepts client rent payments, provides receipts, and deposits cash in the safe.

Ensures inquiries are handled professionally and courteously.

Redirection of community requests for information to the access flow coordinator.

Performs general record/document management duties such as assembling files, preparing file folders, filing and distributing documents, and recording information in the client database.

Provides orientation to new staff.

Attends operational team meetings as required.

Assists in assembling welcome bags.

Identifies areas for improvement and increased efficiency in program admissions.

Filing missing persons’ reports when applicable.

Facilities Management

Performs security administration duties such as monitoring the computerized Chubb fire safety and security system.

Creates and programs client and staff access cards for building access; adjusts access levels as needed.

Assists the facilities team with safety drills.

Works to ensure a safe, well‑maintained and healthy building environment, collaborating with building stakeholders such as Fraser Health.

Hands trespassers. Calls police/ambulance when needed.

Ensures all residents abide by bed‑bug protocols.

Community Engagement

Participates in marketing of Phoenix Centre and Supporting Housing programs and promotes community involvement by facilitating virtual education sessions for clients, families, and community care teams.

Maintains a thorough knowledge of social, economic, recreational, and educational resources in the community.

Qualifications

Grade 12 compulsory.

Certificate in Community Social Service or equivalent.

Recent related experience of at least one year working with marginalized populations, substance use services, mental health, corrections, etc.

Satisfactory completion of a Criminal Records Check with vulnerable sector screening is required.

Satisfactory Tuberculosis Screening form is required.

Satisfactory completion of Employee Immunization Record form is required.

First Aid Certificate with CPR is required.

Satisfactory completion of Nonviolent Crisis Intervention (NVCI) is required.

Valid driver’s licence is required.

Skills & Knowledge

Knowledge of Windows, Microsoft Word, Excel, and database management systems.

Knowledge of and ability to operate standard office equipment, including telephone system, fax machine, photocopier, printer,



and computerized building security monitoring system.

High level of integrity and dependability with a strong sense of urgency and results‑orientation.

Strong problem‑solving, analytical, and creative skills with the ability to exercise sound judgement and make decisions based on accurate and timely analysis.

Strong interpersonal skills and ability to communicate effectively in writing and verbally in English.

Demonstrated commitment to the social sector with a passion for the organization’s mission is essential.

Competencies

Demonstrates initiative, flexibility, adaptability and resourcefulness.

Actively seeks and incorporates feedback to inform continuous self‑improvement.

Sets goals, creates and implements action plans, monitors progress, and evaluates results.

Adeptly manages competing tasks and uses time efficiently and effectively.

High degree of relevant and current job knowledge and skill.

Consistently produces accurate, thorough, high‑quality work in a timely manner.

Builds and promotes a culture of health and safety in the workplace.

Implements and enforces best practices in health and safety within the workplace.

Models independent thinking and creativity.

Demonstrates effective problem‑solving skills.

Makes clear, consistent, transparent and timely decisions after contemplating various available courses of action.

Exercises sound judgment in the best interests of the organization.

Expresses themselves clearly and professionally both verbally and in writing.

Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations.

Has a manner, style and presence that makes a positive impression.

Listens to and considers others’ views.

Models the organization’s core values of social justice, teamwork, social innovation, and strength‑based practices.

Fosters enthusiasm, energy and commitment.

Takes responsibility for personal actions, performance and health.

Is reliable and accountable; shows up on time ready to work.

Effectively works with colleagues to ensure organizational success.

Champions positive working relationships with staff and external stakeholders.

Supports an environment of openness, and champions teamwork and communication across programs.

Leverages the expertise and experience of others for organizational success.

Able to translate the strategic goals and priorities of the organization into an achievable and measurable operational plan.

Makes clear, consistent, transparent and timely decisions.

Displays effectiveness, assertiveness and persistence in the pursuit of program goals.

Able to identify gaps in knowledge or capacity and seek the appropriate support and/or resource.

Takes responsibility for the success of the organization.

Inspires, motivates and influences others in the organization.

Acts as an ambassador of the organization, promoting the values and mission.

Demonstrates pride and enthusiasm to the team and promotes cooperation, fairness and equity.

Closing Details
Internal applications will be accepted until July 23rd, 2026, 04:00 pm . All employees, including laid off and displaced employees, are entitled to apply on the vacancy and be considered pursuant to the provisions of Article 12.9. External applicants will be reviewed after internal applicants have been reviewed and interviewed. All qualified applicants are welcome to apply.

Phoenix is committed to employment equity and encourages applications from people of all gender identities and expressions, persons with disabilities, Indigenous peoples and visible minorities. Persons with disabilities who anticipate needing accommodations for any part of the application and hiring process may contact our HR department. Any personal information provided will be maintained in confidence. While we thank all applicants for their interest in this opportunity, only those selected for an interview will be contacted.

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📌 Intake Specialist - (Full Time) (British Columbia)
🏢 Phoenix Drug & Alcohol Recovery & Education Society
📍 British Columbia