Reports to: Family Programs Manager

Location: Hamilton, ON

Posted until: December 11, 2025.

Term: Part Time Contract Position to fill an existing vacancy

Hours: 25 hours per week (Monday – Friday, 5 hours per day)

Rate of Pay: $22.00 / hour and 4% vacation pay per pay period

Niwasa Kendaaswin Teg provides wholistic programs and service for Indigenous children, youth, families and community that are rooted in culture and language. Our vision is to provide high quality programming that fosters identity formation and creates a sense of belonging.

Under the direction of the Homeless Prevention & Wellbeing Program Manager, the Call Centre Navigator is responsible for providing high quality customer service and system navigation to community members.

Duties and Responsibilities

· Responsible for accepting calls in the agent call queue from 8:30am – 1:30 pm Monday to Friday

· To be supportive and responsive to the needs of the community members calling for supports

· To assess which programs, services, referrals best meet the needs of each caller

· Conduct intakes as needed

· Completing foodbank pick-up and delivery lists

· Providing referrals to various community supports, as needed

· Proficiency in data input and management

· Report writing and data gathering based on call centre metrics

· Present a professional and positive image of Niwasa by acting in a respectful and kind manner and using appropriate communication in all calls

· Maintaining the highest level of confidentiality as this role is privy to sensitive information

· Decision making within the limits of this role

· Interacting with community members and peers in a respectful and professional manner

· Participates in any offered professional development and attends/maintains all mandatory training

· Follows all policies and procedures of Niwasa Kendaaswin Teg and any relevant and related legislation.

· Monthly completion and submission of all reports as required.

· Participate in monthly staff meeting.

· Other duties as assigned.

Specific Job Competencies.

· Knowledge of the importance of Indigenous Language and Culture Traditions

· Must possess a thorough knowledge and understanding of historical trauma and intergenerational trauma of Indigenous peoples.

· Communication: ability to effectively communicate both verbally and in writing.

· Demonstrated ability to manage key relationships.

· Able to identify key issues; creatively and strategically overcome internal and external challenges or obstacles.

· Must maintain a high level of self-awareness and wellness and participate in regular self-care.

· High level of ethics, integrity, confidentially and accountability.

· Sound analytical thinking, planning, prioritization, and execution skills.

· A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

· Proficiency in the use a wide range of administrative software including MS Office (Word, Excel, PowerPoint).

Working Conditions

· Will work in an indoor office setting

· High call volume, can be stressful at times

Qualifications

· Customer service experience is considered an asset.

· Knowledge of the importance of First Nations Language and Culture Traditions considered an asset.

· Strong Organizational Skills asset

PLEASE NOTE: Niwasa Kendaaswin Teg does not use AI Technology for the purposes of qualifying applicants.

Application Process:

Interested candidates are invited to submit a cover letter and resume that clearly outlines their qualifications and experience, as well as a personal statement reflecting their commitment to the Indigenous community, to the office@niwasa.ca email address.