Client Support Assistant (Part-time, Contract)

About Us
Casey House is unlike any other hospital. We are a specialty hospital providing ground-breaking holistic care for people living with and at risk of HIV. We offer a growing mix of inpatient, outpatient, and community-based services that meet clients where they are in their individual journeys to health and wellness. Our safe, welcoming, and judgement-free environment promotes a sense of belonging and community, where the humanity of each client is at the heart of everything we do.

To support us in this work, we are committed to building a team that reflects the diversity of the community in which we live and serve, including 2SLGBTQ+, Indigenous, Black, and other racialized communities, as well as those living with HIV. Every Casey House staff member, peer, and volunteer acts and delivers care to clients in accordance with our purpose, values, and philosophy of care. If you share our values, we would love to have you in our team!

We are committed to providing accommodation in all parts of the hiring process. If you require an accommodation, please let us know and we will work with you to meet your needs.

For more information about Casey House, please visit our website.

About the Role
We currently have an opportunity for one (1) Client Support Assistant, reporting to the Front Desk Service Manager, to join our Front Desk team on a part-time, 6-month contract basis (OPSEU bargaining unit).

Reports to: Front Desk Services Manager

Hours of Work: Up to 30 hours per week, primarily weekend daytime with some weekday or evening work as scheduled. This is a fully on-site position. Candidates must be available to work in person at Casey House during all scheduled work hours.

Status: Temporary, part-time (OPSEU Bargaining Unit)

Compensation: $25.36 to $30.13 per hour (7 step salary progression grid)

As the first point of contact for individuals seeking support at Casey House, the Client Support Assistant (CSA) plays a vital role in fostering a welcoming, safe, and inclusive environment for all community members. The CSA engages with a diverse range of clients and community members, including those navigating substance use, mental health challenges, or other complex needs, providing compassionate assistance through information sharing, referrals, immediate interventions, and support in accessing services.

The CSA is dedicated to offering low-barrier, client-centered support, ensuring that every interaction is rooted in respect, dignity, and understanding. This includes managing reception duties, guiding clients and staff through internal and external programs and services, and facilitating seamless access to Casey House resources. Additionally, the CSA is skilled in identifying and responding to crisis situations, connecting clients with appropriate resources and supports. Through their work, the CSA helps to create a supportive and empowering environment that aligns with Casey House’s mission of providing exceptional care and advocacy for all.

More specifically, your responsibilities in this role will entail, but are not restricted to:

Client Engagement and Support

Welcome all clients, visitors and staff entering the building.
Establish rapport with clients to build trust and promote effective service use.
Provide registration information to clients interested in the Outpatient program.
Support client access to external food programs, furniture banks, hostel beds and any other external social services.
Distribute in-house resources such as clothing and food items.
Engage in de-escalation with clients and community members on Casey House property when needed (inside Casey House, in the vestibule and on Casey House grounds).
Monitor clients, visitors, and staff entering and leaving the building, and client activities on the outside property of Casey House.
Make and distribute harm reduction kits (needles, pipes, etc.) and other harm reduction supplies and maintain tracking sheets.
Support the Operations and Clinical Team in assessing the needs of Casey House clients.
Administrative and General Duties

Keep daily appointment log up to date.
Share new or updated information with team members in a timely manner.
Assist with displays, activities, events on the ground floor.
Inventory management and record keeping of distributed items.
Receive items from couriers and postal service, manage mail and packages, notify recipients.
Manage phone calls, visitor sign-in, and confidentiality forms.
Organize and maintain security, reception, and client documents in shared digital system.
Responsible for keys, passes, and visitor logs.
Assist the clinical team when required, including active role in management of data in electronic health record system.
Complete reminder calls and pre-appointment screening when needed.
Other duties as assigned.
About You
3 years administrative experience in a health care, social service, community-based settings, and/or not-for-profit environments.
Experience working with people who use substances, people experiencing homelessness, and those with complex mental health needs.
Experience working with diverse and historically marginalized populations, including racialized, Indigenous, or 2SLGBTQIA+ communities
Experience with supporting people through systems navigation and coordinating access to services.
Demonstrated familiarity with health and social service providers in downtown Toronto
Strong proficiency with Microsoft Office (Word, Outlook, Excel, and PowerPoint)
Experience working with electronic health records and demonstrated understanding of PHIPA and other privacy regulations
Ability to lift 40 lb and sit/ stand for extended periods of time.
Excellent interpersonal skills, including verbal and written communication, de-escalation, and crisis-intervention skills.
Strong problem solving, administrative organizational skills.
Demonstrated ability to work in a multi-disciplinary team.
Demonstrated understanding of mental health issues, harm reduction, and the impacts of experiences such as colonization, violence and trauma on individuals and communities.
Understanding of and commitment to working from a harm reduction perspective.
We acknowledge the expertise that comes from lived experience, and strongly encourage applications from candidates with lived experience of HIV, substance use, housing insecurity, and/or social systems navigation.

This posting will close at 11:5+ PM on Friday, June 27, 2025. Read more