Intake Specialist

iHealthOX is committed to improving and revolutionizing mental health by providing a broad range of therapeutic and integrated services for all ages. We’re dedicated to improving mental health solutions and making mental health care accessible for all.

We are seeking an intake specialist as part of our customer success team.

The intake Specialist conducts structured risk assessment, triage, and screening for all people who present to Ihealthox seeking mental health support for themselves or someone else. This position underpins the counselling mission, which focuses on supporting and promoting: Autism services, therapy for all ages, academic success, student mental health, psychological wellness, and speciality coaching.

Autism triage

full-time permanent position responsible for responding to potential clients and referral sources and coordinating the referral and intake phase of autism treatment services. Responsibilities include screening, initial information gathering and assessment, service coordination, consultation, brief family work and referral to internal and external services.

• Ensure the timely assessment of the client and family needs and provide connection to relevant treatment, programs and services.
• Answer and respond to a live intake line.
• Collect demographic information.
• Collaborate and consult with a multi-disciplinary team when needed.
• Ensure the data systems are accurate and maintained to allow effective treatment and ministry reporting. Service recommendation and/ or provision for the clients and the family.
• Disseminate education to clients, families, community agencies, and partners on the various autism services and programs and services to assist parents/ caregivers in coping with the diagnosis.
• Provide families with information and resources promptly.
• Maintain a positive working environment, contribute to the organization's mission and statement, and follow organizational culture and procedures.

Mental Health Complex Screening

• Meet virtually or in person with all members and third parties

seeking mental health services for a 15 30 minute triage and screening appointment to determine service needs and make appropriate recommendations and referrals

• De-escalate, counsel, and provide recommendations and resources when clients present with high levels of distress or encounters are deemed to be at high risk
• Work through a collaborative screening process to ensure the most effective and efficient determination of service needs; identify risk and urgency for care;
• Determine the appropriate level of care and decide how soon clients need to be seen
• Monitor and manage waitlists for service and document all contacts and interventions using regulated electronic medical record

Crisis Triage, Referrals and Outreach

• Identify clients at risk (suicidal, self-harm, homicidal thoughts, or recent trauma), and when determined to be an emergency, refer the client to the staff member available for crisis appointments.

Maintain a good working relationship and ongoing communication with referral sources, acting as a resource and maintaining cooperative working relationships with staff, providers and community agency representatives

• Provide consultation to various stakeholders, such as community services, parents, and schools.

Liaise with insurance providers to facilitate matching to treatment

Help parents navigate the Autism Ontario funding.

• Deliver presentations on campus and to community-based organizations and outside agencies regarding Wellness referral and intake processes for mental health services
• Initiate referrals to appropriate services within Ihealthox or make referrals; provide clients with a plan and resources if an appointment is not readily available

Clinical Case Load Monitoring

• Collaborate with all clinical and administrative staff within the care team (including residents and interns)
• Determine the level of urgency for clients, and in consultation with the managers, determine client assignment amongst their teams based on clinicians' skill set, expertise, and availability
• Inform managers at regular meetings about current wait times for service. Maintain contact with individuals on the waitlist and assess whether their need for assistance has changed

Training and Supervision

• Train and supervise Bachelors level residents and Interns from mental health care programs of study
• Provide in-depth training on ihealthox intake procedures, forms, computer programs, risk assessments, referral processes etc.
• Provide daily supervision and coaching
• Evaluate the student's progress on their learning goals, including the completion of necessary midterm and final evaluation reports and documents
• A bachelor's degree in Social Work or equivalent in a comparable field is required
• Licensed or eligible to be licensed with a regulated mental health profession in the Province of Ontario
• 2-5 years experience working in the mental health and/or student development field
• Progressive clinical and administrative experience in a student-focused post-secondary environment
• Demonstrated awareness and sensitivity to the lived experiences of equity-seeking individuals and groups
• Experience training and supervising staff or volunteers
• Ability to identify and de-escalate difficult situations with clients experiencing high levels of distress
• Well-developed verbal, listening and written communication skills
• Sound knowledge of privacy legislation related to healthcare
• Excellent time management skills and the ability to set priorities
• Intermediate Microsoft Office skills in Word, Excel, PowerPoint, Teams, and SharePoint
• Fluency in the use of an electronic health records system, preferably Accuro
• An appreciation for the benefits of collaborative Intra and inter-departmental functions in an ever-changing environment