The YMCA of Southwestern New Brunswick is committed to strengthening our communities by responding to critical needs across the region, including population growth and change, health and well-being, youth retention, poverty, and the successful settlement and inclusion of newcomers. At the Y, we believe everyone deserves the chance to feel welcomed, connected, and supported. We are committed to creating an inclusive community where each person is valued for the unique perspectives, experiences, and contributions they bring.

Across 20 locations in Saint John and surrounding communities, the Y offers a diverse range of programs and services supported by approximately 475 employees and 500 volunteers. Through our Newcomer Community Connections team, we help newcomers build connections, access supports, navigate their new communities, and create a sense of belonging as they establish their lives in Southwestern New Brunswick. If you don’t have a Y story yet, now is your opportunity to get involved and discover what the power of belonging can do for you, your career, and your community.

POSITION OVERVIEW The Client Intake and Welcome Support is a casual hourly position that serves as a key point of contact for prospective and existing clients accessing Newcomer Connections services. The position responds to intake inquiries, completes client registration and NAARS needs assessments, gathers required documentation, determines program eligibility, and connects clients with appropriate internal and community services.

Working with individuals and families from diverse cultural backgrounds and immigration streams, the Liaison provides welcoming, client-centred and culturally responsive service, including basic program orientation and follow-up as needed. The position maintains accurate client, intake and referral information in Salesforce CRM and INB and completes required documentation in accordance with organizational and funder requirements.

The Liaison also supports front-desk operations as needed and may assist with community outreach, program promotion, information sessions and relationship-building with community and settlement partners. Work hours will vary based on operational needs, staff coverage and available funding.

CORE RESPONSIBILITIES

This individual will:

- Provide a welcoming, timely and culturally responsive first point of contact for prospective and existing Newcomer Connections clients.

- Complete client intake, registration and required documentation, including reviewing immigration documents and supporting information.

- Determine program eligibility, explain available services and next steps, and conduct NAARS and other required needs assessments using approved organizational and funder tools.

- Complete non-permanent resident assessments and Atlantic Immigration Program settlement plans, as required.

- Identify client needs and make appropriate referrals to Newcomer Connections programs and external community resources, including follow-up when needed.

- Recognize urgent, sensitive or complex client concerns and connect clients with the Settlement Supervisor or appropriate team member.

- Maintain accurate and confidential client intake,



assessment, referral and service records in Salesforce CRM, INB and other required systems, supporting reporting and evaluation requirements.

- Provide front-desk support as assigned, including welcoming visitors, responding to telephone, email and walk-in inquiries, and maintaining organized client and reception resources.

- Support community outreach, client recruitment, information sessions and events, while maintaining current knowledge of Newcomer Connections programs and community resources.

- Work collaboratively with the Newcomer Connections team and community partners, participating in meetings, training and other program or administrative activities as required.

- Represent Newcomer Connections and the YMCA of Southwestern New Brunswick professionally and demonstrate the YMCA’s mission, vision and B.I.R.C.H. values in interactions with clients, colleagues, volunteers and community partners.

- Maintain ongoing learning and professional development related to newcomer services, cultural responsiveness and the responsibilities of the role.

- Perform other related duties as assigned.

DAYFORCE RESPONSIBILITIES

- Maintain accurate and up-to-date availability in Dayforce and promptly update availability when circumstances change.

- Submit time-off requests through Dayforce in advance and in accordance with YMCA procedures.

- Clock in and out for all scheduled shifts and meal breaks using the appropriate Dayforce clock or approved method.

- Regularly review personal punches and timekeeping information for accuracy and promptly report missed or incorrect punches to the supervisor.

- Complete assigned Dayforce tasks, forms, acknowledgements, or required training within established timelines.

SKILLS AND QUALIFICATIONS

- Post-secondary degree, diploma or equivalent combination of education and relevant experience.

- Minimum two years of experience working in a client-service, newcomer, settlement or cross-cultural environment.

- Strong cultural awareness and demonstrated ability to work respectfully and effectively with individuals and families from diverse backgrounds.

- Excellent verbal and written communication, interpersonal and organizational skills.

- Experience using CRM or client information systems; Salesforce experience is considered an asset.

- Strong computer skills, including Microsoft Office applications.

- Ability to manage confidential information with professionalism and discretion.

- Ability to work independently and collaboratively in a busy, client-focused environment.

- Fluency in English is required; additional languages are considered an asset.

- Flexibility to work varied hours, including occasional evenings, based on program and operational needs.

COMPETENCIES REQUIRED

- Communication: Communicates clearly,



respectfully and professionally with clients, colleagues and community partners, adapting communication to meet individual needs.

- Cultural Responsiveness: Demonstrates cultural awareness, respect and sensitivity when working with individuals and families from diverse cultural backgrounds and immigration experiences.

- Client Focus: Provides welcoming, responsive and client-centred service while recognizing individual needs, maintaining appropriate boundaries and connecting clients with available supports.

- Relationship Building and Collaboration: Builds positive and respectful working relationships with clients, colleagues, community partners and other service providers.

- Planning and Organization: Organizes work effectively, manages competing priorities and maintains accurate, timely and complete client information and documentation.

- Self-Management and Adaptability: Works independently, uses sound judgment and adapts effectively to changing client, program and operational needs.

- Teamwork: Works collaboratively with the Newcomer Connections team, shares information appropriately and contributes to a supportive and inclusive team environment.

WORKING CONDITIONS

- This is a casual hourly position, with hours scheduled based on operational needs, staff coverage and available program funding. Hours are not guaranteed and may vary from week to week.

- Work is primarily performed in a client-facing office and reception environment and may include periods of high activity, interruptions and varying noise levels.

- Some flexibility in work hours and location may be required to support program activities, community outreach, events or operational needs.

- Employees are responsible for their own transportation to and from their regular place of work and for meeting any travel requirements associated with the position.

- All employees are expected to follow YMCA health and safety policies, procedures and safe work practices and to promptly report workplace hazards, incidents or safety concerns through the appropriate channels.

- Where required by the position and appropriately trained and certified, employees may be expected to respond to emergencies and provide First Aid or CPR.

- Employees are expected to support Service That Shines standards and contribute to welcoming, clean, safe and well-maintained YMCA spaces.

INTERESTED IN JOINING US?

Interested candidates are invited to apply with us online at Careers | YMCA of Southwestern New Brunswick. We ask all applicants to submit their cover letter and resume. The YMCA of Southwestern New Brunswick appreciates the interest of all applicants; however, only those selected for interviews will be contacted.

EQUAL CHANCE COMMITMENT

We value the unique perspectives and contributions of each individual and are committed to building an inclusive, diverse workforce.

DUTY TO ACCOMMODATE The YMCA is committed to creating inclusive and accessible environments for all. If you require an accommodation at any stage of the application or employment process, we encourage you to let us know so we can ensure equitable opportunities for all.

📌 Client Intake and Welcome Support (Saint John)
🏢 YMCA of Southwestern New Brunswick
📍 Saint John