Client Services Specialist [Full Time]

Job Title: Client Services Specialist [Full Time]

Program: Settlement

Position Class: Scale 2

Reports to: Settlement & Case Management Team Lead

Hours: 37.5 hrs / week, Monday-Friday (8:15-4:15pm)

Type: Regular, Full Time

Wage Rate: $28.50/hr, fully funded benefits after 3-month probation

About CVIMS:

Central Vancouver Island Multicultural Society (CVIMS) is a non-profit settlement organization located in Nanaimo, B.C., Canada. Established in 1979, CVIMS provides support to newcomers and refugees. Services include settlement, employment, family, language and community programs. We are client-driven and committed to being accessible and responsive to, as well as reflective of, our diverse community.

Job Summary:

The Client Services Specialist supports front-line settlement operations by providing welcoming, responsive and culturally informed service to clients, visitors, and community partners. As the first point of contact for CVIMS, the role supports settlement programs and client intake, communications support and office operations. The position plays an important role in creating a positive and inclusive environment while supporting internal teams and ensuring efficient day-to-day agency operations.

Key Responsibilities:

Client Services & Front-Line Support

• Welcome clients, visitors, staff and community partners in a professional, culturally responsive and engaging manner. Open and prepare the office daily to support operations.
• Serve as the first point of contact for phone, email, and in-person inquiries, responding appropriately and directing them to relevant programs and services. Assist drop-in clients as needed.
• Support the Intake Team by collecting essential client information, reviewing program eligibility requirements and assisting with service navigation.
• Ensure client data is recorded and documented accurately and timely in client management systems; maintain complete and confidential electronic client records in accordance with agency policies and privacy standards.
• Maintain up to date knowledge of CVIMS programs and services. 
• Support the creation and distribution of client welcome materials, calendars, and posters.
• Keep CVIMS reception neat and tidy and ensure the bulletin board is up to date with current programs.
• Assist Settlement & Case Management teams with registration for programs and support services.

Administrative & Operational Coordination

• Support daily operations, including reception coverage, room bookings, mail distribution, supply ordering and office organization.
• Provide administrative support for agency staff and guests by distributing nametags, keys, attendance forms and checklists. Issue parking passes and connect with landlords about parking spaces. 
• Monitor the security system throughout the day and alert the Team Lead if any safety concerns arise. 
• Coordinate office maintenance needs and liaise with landlords, vendors, and external service providers regarding repairs and operational concerns. Prepare quotes and compile lists of maintenance tasks for Executive Director’s final approval and budgeting.
• Research and recommend purchases that meet organizational needs and budget constraints.
• Support agency events and workshops through setup, catering coordination, supply procurement, and tear down.
• Process financial and administrative documentation including receipts, purchase requests, reconciliation forms and related records. Receive and process donations, membership payments, client deposits and related receipts in accordance with agency financial procedures.
• Support reporting and documentation requirements for the Settlement & Case Management Team Lead or other internal teams as required.

Equity & Professional Practice

• Promote culturally responsive, trauma-informed, and inclusive practices in all aspects of service delivery.
• Ensure strict adherence to confidentiality, code of ethics and all other professional codes of conduct.
• Work collaboratively as part of the CVIMS team to ensure agency and client success.
• Follow CVIMS protocols for reporting and communication.
• Participate in all staff meetings, training sessions and professional development opportunities.
• And such further duties and responsibilities as may be communicated by CVIMS from time to time.

Required Education, Certifications, and Experience:

• Minimum 1-2 years of post secondary education in social work, administration or related field. Combination of experience and education will be considered.
• Minimum 1-2 years of work experience within social services/non-profit sector, preferably working with refugees and newcomers.
• Professional and approachable individual who can stay calm under pressure and demonstrates conflict resolution techniques. Excellent spoken and written English required.
• Possesses superior organizational and planning skills with a high level of attention to detail; able to manage multiple tasks simultaneously. 
• Ability to work independently and as part of a team with a high degree of professionalism and integrity.
• Training or demonstrated proficiency using client databases, Microsoft Office 365, Zoom, Teams, and other digital tools.
• Valid Class 5 driver’s license and reliable transportation required for regional travel.
• Vulnerable sector criminal record check on file with CVIMS required.
• First Aid Level 1 required.

Preferred Skills, Abilities, and Assets:

• Cultural competency and sensitivity; experience working with people from a variety of ethno-racial backgrounds and marginalized populations.
• Knowledge of newcomer settlement challenges, community resources and culturally responsive service delivery is considered an asset.
• Experience using WordPress and Canva platforms.
• GBA+ certification is valued.
• Fluency in a second language would be an asset.
• Priority will be given to applicants who are eligible to work in Canada for minimum 3 years.
• Accountable individual who adheres to agency policies and procedures.
• Attitudes and values in keeping with the CVIMS vision and goals.

Additional Information:

• Travel within Nanaimo Regional District and surrounding region will be required. Occasional travel to locations in other parts of British Columbia and/or Canada for purposes like professional development, networking, program delivery or conferences may also be required
• Some work outside of regular office hours, including evenings and weekends, will be required. Flex time schedules will be made to accommodate non-regular work hours. This position is eligible for overtime in accordance with the BC Employment Standards Act. All overtime must be approved in advance.
• Fully funded health/dental benefits and group RRSP available after 3-month probation
• This is a full-time position, 37.5 hour / week, scheduled 8:15-4:15 pm, Monday – Friday.