Customer Service Agent - Full Time Temporary

Employment Type: Full-time (Long-term Contract)
Department : Seniors and Children & Youth Services
Union: Included (CUPE)
Salary: $29/hr (Level 3)
File #: 26-SCY-08 (1 OPEN)
Posting Date: March 17, 2026
Posting Close : March 23, 2026
Reason for vacancy: Replacement
Position Summary
Reporting to the Manager, Comprehensive Intake and Care, the Client Intervention Worker will support seniors and adults living with disabilities and illness in the community who require case management assistance and support to improve their quality of life.
The Client Intervention Worker is required to perform their duties in a manner consistent with DHNS’s Mission, Vision and Values, ensure safety, and demonstrate service delivery excellence.

Core Competencies
Accountability
Adaptability
Communication
Decision Making
Negotiation
Networking and Relationship Building
Problem Solving
Risk Management
Duties and Responsibilities
Individual Case Management:
Offer case management services to seniors and adults living with disabilities and illness and their family members who require tangible assistance, emotional support, counselling, and referrals.
Advocate for seniors and adults living with disabilities and illness who are vulnerable and receive unfair treatment, to work with them to find solutions.
Assist clients in the development of short-term and long-term goals and strategies to achieve success of maintaining and/or accessing housing
Conduct assessments and develop working plans in conjunction with clients and make necessary intra and inter agency referrals.
Collaborate with other human service organizations to promote the quality of independent living of seniors.
Maintain and update service statistics, document service needs and service gaps where appropriate.
Conduct initial interRAI CHA assessments and yearly CHA re-assessments.
Administration:
Maintain appropriate documentation for statistics and files.
Provide information for funder reports as necessary.
Maintain accurate and up-to-date client files.
Organizational Responsibilities
Work collaboratively with Seniors Department staff, other Dixon Hall staff and departments, as well as program support volunteers.
Operate in an effective, efficient, and client-focused manner to achieve the best outcomes for clients.
Actively participate in department and agency meetings and events.
Work under the guidance of the agency and program policies and procedures, including the Mission, Vision, and Values of DHNS and the agency’s strategic direction.
Meet regularly with the Manager, Client Services, to discuss individual client needs, team initiatives, and the overall effectiveness of client services.
Undertake other tasks and responsibilities as assigned within the purview of the job description.

Qualifications

• B.S.W., Gerontology and related training and experience.
• 2 – 3 years of experience working with seniors and adults living with disabilities or illness or in the social service sector.
• Case management experience with vulnerable or high-risk populations, including seniors, adults with disabilities, and/or people with addictions and/or mental health challenges.
• Excellent interpersonal skills.
• Good knowledge of issues affecting seniors in downtown Toronto.
• Strong English language skills, verbal and written communication skills; knowledge of other languages an asset.
• Demonstrated ability to work independently and collaboratively as part of a team.
• Must be qualified to work in Canada legally for the employer.
• Able to provide a Vulnerable Sector Screening check with a ‘Clear’ or satisfactory result that meets the operational requirements of the Agency.

Dixon Hall may use Artificial Intelligence-assisted tools during the recruitment process to support efficiency and consistency. Final hiring decisions are made by the Human Resources team.
Dixon Hall is dedicated to fostering an inclusive selection process and work environment, guided by their Race Relations and Employment Equity Policies. If selected for an interview, please inform the hiring manager or the People and Culture team of any accommodations you may require during the interview process.
To achieve their goal of inclusivity and diversity, Dixon Hall actively seeks exceptional candidates from varied backgrounds and with lived experiences. Individuals who self-identify as being from marginalized communities, including Indigenous peoples, racialized persons, persons with disabilities, and those from the 2SLGBTQIA+ community or who have experienced homelessness, are strongly encouraged to apply.