Intake Coordinator & Administrative Assistant

Intake Coordinator & Administrative Assistant – Community & In-Home Programs

Reports To: Program Manager

Schedule: Monday–Friday, 8:30 a.m.–4:00 p.m. (with flexibility to work until 6:00 p.m. as needed. On-site Monday–Thursday; work from home on Fridays)
Location: #130, 2850 Sunridge Blvd NE, Calgary, AB T1Y 6G2

Purpose of Position:

Pacekids Programs is a dynamic, family-centred organization that empowers children with diverse needs and their families through excellence in therapy, education, and play. We offer a collaborative, fast-paced environment where our team is passionate about making a difference every day.

We are hiring an Intake Coordinator & Administrative Assistant to support our Community & In-Home Services team. As a key point of contact for families, referral sources, staff, and community partners, this role coordinates intake and eligibility processes while providing essential administrative and office support. The successful candidate will help connect families with appropriate services in a timely, equitable, and family-centred manner while supporting efficient program operations and service capacity.

Overview of Responsibilities:

• Provide administrative support to the Community & In-Home Services team, including scheduling, documentation, billing administration, reporting, and record management.

• Coordinate office operations, including purchasing, inventory control, office organization, and staff support.

• Serve as a primary point of contact for prospective families, community partners, and referral sources, responding to inquiries with professionalism and compassion.

• Manage incoming referrals, phone calls, emails, and inquiries related to Community & In-Home Services programs.

• Coordinate the intake process by maintaining referral, intake, and waitlist tracking systems; gathering and reviewing intake documentation; and conducting needs assessment meetings with families.

• Assess service eligibility using established program criteria and identify potential service matches based on family needs, program capacity, and available resources.

• Provide information and referrals to alternative community programs when a family is not eligible, capacity is unavailable, or another service may be a better fit.

• Prepare and present potential family matches and service recommendations to the Case Management Committee (CMC) for review and approval.

• Monitor program capacity, caseloads, service utilization, and waitlists, and identify opportunities to maximize service delivery and access for families.

• Collaborate with leadership and service delivery teams to support appropriate matching, service allocation, and planning.

• Communicate service decisions and next steps to families following CMC review, including acceptance, waitlist status, or referrals to other resources.

• Support transitions for newly matched families by ensuring assessment details, family goals, documentation, and other relevant information are accurately shared with the assigned service delivery team.

• Maintain accurate and up-to-date intake databases, waitlists, caseload records, capacity tracking tools, and communication records.

• Support quality assurance, data tracking, process development, and continuous improvement initiatives.

• Contribute to a positive, respectful, collaborative workplace culture aligned with Pacekids' values.

Position Requirements:

• Post-secondary education in a related field, or an equivalent combination of education and relevant experience.

• Experience in an administrative or office environment; experience supporting children with disabilities and their families is an asset.

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, and Teams) and strong computer skills.

• Strong administrative, organizational, communication, customer service, and time-management skills.

• Ability to manage competing priorities, meet deadlines, and maintain accuracy in a fast-paced environment.

• Ability to work independently with initiative, sound judgment, professionalism, discretion, and tact.

• Ability to build positive relationships with families, staff, community partners, and other professionals.

• Strong interviewing, assessment, and information-gathering skills, including the ability to communicate difficult decisions professionally and compassionately.

• Adaptability and problem-solving skills, with the ability to respond effectively to changing needs and service demands.

• Commitment to confidentiality and appropriate handling of sensitive information.

• Proficiency in English, both written and verbal.

• Valid Alberta Driver's License and access to a reliable vehicle for occasional work-related travel.

• Satisfactory Criminal Record Check (including Vulnerable Sector Check) and Child Intervention Record Check.

Why Join Pacekids?

• Flexible paid sick and personal time (5.38% of hours worked) to support employee wellbeing

• Employer-paid health and paramedical benefits for full-time staff effective from Day 1

• Access to the Employee and Family Assistance Program (EFAP)

• RRSP matching and/or a professional development allowance to support continued growth

• Three weeks of paid vacation plus 13 paid holidays, including a year-end closure

• Professional development opportunities, including a professional development allowance to support ongoing learning and career growth

• Paid mileage

Pacekids Programs is an equal opportunity employer. We appreciate a diverse workforce and do not discriminate against any employee or applicant on the grounds of race, colour, ancestry, place of origin, religious beliefs, gender, gender identity, gender expression, age, physical disability, mental disability, marital status, family status, source of income, or sexual orientation.

If you require accommodation in completing this application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to Pacekids’ People & Culture team at [email protected]

We may use technology-enabled tools, including AI-assisted note-taking, to support parts of our recruitment and interview process. These tools are used to enhance accuracy and consistency and do not make hiring decisions. If you have any concerns or require an accommodation, please let us know.