Intake Representative-Retention Specialist

Intake Representative-Retention Specialist

ontrac Employment Resource Services provides professional and confidential services to those seeking employment and training, as well as local employers seeking assistance in their hiring and training needs.

ontrac’s Renfrew office is looking for an Intake Representative-Retention Specialist to join our team on a full-time basis at 35 hours per week. We are looking for someone who may be able to start this role by November 30 or sooner.

This role combines front-end client intake and service navigation with a strong focus on post-employment retention, outcome monitoring, and proactive client follow-up. We’re looking for someone who takes ownerships of results, is persistent when challenges arise, and is willing to dig deeper to find solutions.

Responsibilities:

• Complete assigned intake, registration, and orientation activities for new clients, including eligibility review, initial needs identification, and completion of required intake documentation and assessment tools
• Connect newly registered clients to the appropriate Employment Coach, job search supports, resource services, or other community and program supports based on identified needs
• Maintain a caseload of employed clients or those in supported monitoring, providing proactive follow-up at key employment milestones during their first year of employment
• Ensure timely and accurate documentation of interactions and outcomes in case notes and tracking systems
• Provide individualized retention support, including job coaching, workplace communication strategies, and practical problem-solving to address barriers that may affect employment stability
• Collect and document employment verification and other required outcome information
• Provide appropriate client financial supports, in consultation with the Employment Services Manager, to support employment stability and retention
• Conduct structured follow-ups, exit interviews, and client satisfaction surveys
• Work proactively towards established service and performance targets, using consistent follow-up, creative problem-solving and client engagement strategies to support positive retention outcomes
• Collaborate with Employment Coaches and Job Developers to identify employment stability risks, coordinate supports, and re-engage clients when additional service is required
• Flexibility to participate in occasional evening or weekend outreach, events or service activities

• Strong interpersonal and communication skills, with the ability to build rapport quickly with clients
• A results-oriented mindset with the persistence and initiative to work through challenges
• Sound judgment, professionalism, and commitment to client confidentiality
• Strong organization, time management, and follow-through
• The ability to manage both scheduled intake work and ongoing retention follow-up
• Comfortable using digital case management systems, employment platforms and assessment tools
• Knowledge of employment services, the local labour market, and community resources is an asset
• Valid driver’s licence and reliable transportation
• Clean vulnerable sector check
• Willingness to participate in occasional before or after hours events

Why join us:

• Meaningful work that supports individuals and our community
• Collaborative, inclusive team environment
• Ongoing training and professional development opportunities

Submit your resume and cover letter by November 13, 2026 at 4:00pm.

Thank you for your interest. ontrac is an equal opportunity employer. We are committed to inclusive recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We are happy to work with applicants requesting accommodation at any stage of the hiring process.