Job Specification

Purpose of Position :

To provide reception, data entry and clerical services for the Toronto Region. To provide reception/assistance to the incoming public, clients and staff in both the English and French languages.

Duties / Responsibilities :

1. Provide receptionist duties by performing such tasks as:
• Receiving and directing calls for Toronto Region employees from clients, government staff and the general public using a four line Meridian phone system; receiving visitors at main desk and providing assistance;
• Dealing with routine inquiries in a polite and courteous manner;
• Directing unusual matters/requests for urgent information or priority situations to appropriate staff for necessary action;
• Referring callers or visitors to appropriate government/ministry office, community agency etc. to obtain required information (eg. ODSP Offices, Municipal Social Services, Children's Aid Societies,) by referencing the Service Provider Inventory, Metro Community Blue Book and KWIC Index, etc.
• Providing relevant pamphlets and brochures to visitors; referring them to appropriate staff member for further information;
• Dealing with difficult callers in a tactful and courteous manner, notifying supervisor if situation persists;
• Maintaining a neat reception area, and ensuring security doors are locked.

2. Provide typing, data entry and clerical services by performing such tasks as:
• Creating, editing, receiving and filing electronic mail; performing routine data entry as required;
• Assisting with preparation and distribution of mass mailings ensuring envelopes are properly labelled and material in envelopes is complete;
• Preparing courier forms according to standard procedures, arranging for pick-up of urgent material, following up to ensure material is delivered;
• Processing incoming mail;
• Updating monthly Regional Office telephone directory and distributing to all staff;
• Distributing TTC tokens to staff and maintaining manual log of outstanding balance;
• Advising Business Unit when token supply needs to be replenished;
• Arranging for bookings of boardrooms by maintaining manual log;
• Updating office manuals by inserting new material/removing superseded pages as required;
• Photocopying/faxing material as required.

3. Performs other auxiliary duties such as:
• Assisting secretarial and clerical staff during peak workload periods;
• As assigned.

Staffing and Licensing :

Advanced level verbal French skills.

Knowledge :

Knowledge:
General knowledge of Ministry and Regional programs, Ontario Disability Support Program, Community Services Directory and Service Provider Inventory to answer inquiries, and appropriately refer client/caller. Ability to utilize a microcomputer to perform routine data entry.

Skills :

CORE SKILLS:
Good communication and interpersonal skills to deal with clients in a tactful and diplomatic manner. Ability to apply arithmetic skills in balancing the token log; update directories. Excellent organizational skills to handle a large volume of telephone calls, visitors and inquiries in a prompt and efficient manner.

TECHNICAL SKILLS:
Typing but not required to Ontario Government Standards. Ability to operate a microcomputer, to perform routine data entry. Bilingual in both English and French languages. (Verbal communication skills in French required at an Advanced level or higher).

JUDGEMENT:
Internal procedures regarding customer service, reception service and office routines guide decision making. Judgement is exercised to determine urgency of calls, provide information and referrals, and deal with clients. Supervisor is consulted for non-routine matters.

ACCOUNTABILITY:
Works under minimal supervision within established guidelines. Accountable for the provision of efficient and courteous receptionist and related services. Errors usually consist of incorrect referrals which are easily detected with some inconvenience to staff and some embarrassment to the Regional Office. Responds to routine program inquiries; provides technical assistance and guidance to temporary switchboard staff.

Freedom of Action :

N/A