Triage/Reception

Purpose of the Position:

Reporting to the CMCS Lead this individual will have responsibility to provide 1st floor reception and administrative support duties at 60 Bond Street West.  They will also provide expertise in administrative functionality and customer service.

Duties and Responsibilities:

Reception Operations

Manage the reception area during operating hours.

Ensure the reception environment is welcoming, organized, and professional.

Client and Visitor Services

Greet and assist all individuals entering CMHA Durham’s reception area.

Ensure guests, clients, and families (excluding Recovery College Wellness Centre members) sign in upon arrival.

Provide accurate directions and information to walk-in visitors.

Communication Management

Serve as the first point of contact for incoming calls; answer, direct, and record messages appropriately.

Monitor and distribute communications from the Triage-Intake email account and fax system.

Retrieve, transfer, and document voicemail messages.

Facilitate overhead paging for emergency codes, staff calls, and announcements when required.

Administrative Support

Maintain daily sign-in sheets, filing and submitting records as required.

Perform data entry and initiate basic files when requested.

Coordinate incoming and outgoing mail, courier deliveries, and packages.

Manage items for pick-up at the triage desk.

Assist with office supply ordering and inventory management.

Safety and Security

Operate and monitor security systems, including surveillance cameras and Verkada monitoring station.

Act as Fire Warden for the first floor and complete monthly health and safety checklists.

Monitor the first-floor public washroom and ensure it is secure at closing.

Facility and Resource Maintenance

Maintain cleanliness of the reception and triage-intake areas daily.

Ensure the upkeep of the Resource Corner and DAC Board, coordinating updates with Communications and Public Relations.

Update and confirm quick reference and important contact numbers at the intake desk.

Program Support

Manage Feed the Need statistics, weekly ordering, communications, and deliveries.

Support organizational initiatives by maintaining accurate records and assisting with program logistics.

Other Duties Perform additional responsibilities as directed to support agency operations.

Client Safety

Adhere to CMHA Durham client safety programs including program policies as well as infection control and prevention procedures. In partnership with clients, family members, and fellow staff, maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client safety. Report client safety incidents and suggested improvements to manager or delegate.

Other Duties as Assigned

Attend, participate in team meetings and all employee meetings

Participate in organizational quality improvement activities, e.g. accreditation projects, committee work, special events

Participate in quality improvement activities at the team/program level

Participate in external committees as required

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

Effort

Sits at desk, stands and walks daily to perform the duties of the job.

Concentration, conceptualization and attentiveness required daily to answer all inquiries.

Creativity and innovation required daily using sight, hearing and touch to operate a computer

Proofread, perform comprehensive assessments, and read documents,

Resolve conflicts, problem solve, facilitate meetings, attend meetings, facilitate daily reception functionalities, prepare documents, listen to clients etc.

Risk Management

Minimizes risks adhering to CMHA Durham Policies and Procedures identifying, assessing, evaluating and controlling risks ensuring well-being of employees and clients 

Qualifications:

Post-secondary degree in a relevant field and/or equivalent combination of education, experience and/or lived/life experiences is required.

A minimum of 1-2 years’ experience in an administrative position.

A minimum of 2-years’ experience in customer service.   

Excellent interpersonal and organizational skills; able to prioritize.

Excellent oral and written communication skills.

Excellent problem-solving and decision-making skills.

Ability to maintain confidentiality.

Effective client relationship building skills; understanding the client’s needs and background.

Strong computer skills including Outlook, Excel, and Word.

Previous experience in working in the Public Sector experience an asset.

Ability to work independently and co-operatively as part of a team.

Able to integrate CMHA Durham’s philosophy of being a “welcoming organization” into everyday practice.

General knowledge of the mental health environment in Ontario.

Ability to adapt to change and navigate through ambiguous situations

Satisfactory, current Vulnerable Sector Check and satisfactory Professional Work References required.

Knowledge of Indigenous communities and cultural practices (preferred).

Basic to Intermediate proficiency in French considered an asset.

Working Conditions

Works on site in office settings

Exposure to abusive/irate clients, deadlines, multiple demands, distractions/Interruptions

Little exposure to hazards

Cold/hot work environments 

Constant interruptions/distractions 

Deadlines 

Dealing with multiple demands 

Dirt/dust 

Fumes/odours 

Lack of privacy 

Noise 

Physical danger 

Stress 

Verbal abuse 

Deadline for application is Thursday, March 19, 2026