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Intake & Quality Improvement Specialist

The Intake and Quality Improvement Specialist is responsible for the administrative and program functions related to receiving and terminating files for all Alta Care Resources programs. This Specialist demonstrates strong internal and external stakeholder communication skills and a high level of knowledge relating to organizational services and processes.
The Intake and Quality Improvement Specialist completes all activities necessary to accept referrals to all Alta Care Resources programs and services. During the Intake/Screening process, the Intake and Continuous Improvement Specialist receives referrals, interviews the referring party, interviews other stakeholders, determines the response priority, and determines if the referral falls within the mandate of any Alta Care Resources Programs for further assessment and services. The quality and completeness of the information gathered during this initial stage directly and significantly impacts actions and decisions made by programs.

Additionally, the initial contact with the agency is critical in establishing credibility and trust between the referral source and the agency. Establishing credibility by providing clear information about the agency mandates and response procedures is best practice and provides a foundation for future contact with the agency. Intake is the first step in service delivery and conducts the information gathering, assessment, and planning that is required to best meet the needs of clients.Obtaining complete and accurate intake information requires the Intake and Quality Improvement Specialist to use advanced interviewing skills in order to gather pertinent information and to support the referral source. Making accurate intake decisions requires the Intake and Quality Improvement Specialist to be skilled in organizing and analyzing information to determine what action should be taken. Information provided by the referral source must be elicited and documented in detail. In addition, the referral source’s concerns should be acknowledged and addressed.

This individual must have advanced collaboration, mediation, negotiating and conflict resolution skills to meet the needs of the referral source and the programs within Alta Care Resources. Individuals must have experience and competence at case managing and providing interventions to individuals with core-protection needs. This specialized position will provide the initial assessment and goal development strategies and is a critical piece of the case management and relational development with stakeholders for all agency programs.

The collection, analysis and interpretation, and presentation of data related to clients, goals, and outcomes are essential components of the role of the Intake and Quality Improvement Specialist. This individual must have exceptional analytical and creative problem-solving skills to address the ongoing evaluation, development, and improvement of programs and services at Alta Care Resources.

Job Duties

  • Interview referral parties in an effort to obtain accurate and complete information
  • Assess the safety risks and the seriousness of their impacts
  • Communicate using interviewing skills, awareness of cultural diversity and how it shapes service delivery, and the ability to focus the potential client’s attention on the problem at hand, while allowing expression of associated emotion
  • Use consistent methods to assess whether the agency has appropriate services and expertise to offer the potential client
  • Require a working knowledge of the agency resources and familiarity with eligibility guidelines, including entrance and exit criteria for all programs
  • Complete effective assessment and evaluation of core-protection and medium risk files to ensure that the best matching services are provided
  • Determine the priority of response• Collect information in an objective, neutral, unassuming, and understanding manner
  • Encourage the referring party to provide detailed information about the alleged abuse, neglect, abandonment and other concerns
  • Collect pertinent identifying about the children, parents, other primary caregivers, other household members, persons allegedly responsible for maltreatment, and other individuals who may have information about the child and family
  • Determine the successful exit strategy of the client
  • Provide the referring party with information about the agency’s process of responding to child protection referrals and what the referring party can expect from the agency
  • Provide the referring party with the information about agency and community resources
  • Manage initial scheduling and assist with on-going scheduling
  • Respond to telephone, email, and in-person inquiries from clients, partners, and other stakeholders
  • Organize maintain and coordinate administrative tasks and files
  • Provide administrative reports and make corrections to ensure accurate record keeping and data collection
  • Adhere to safety and work practices, as well as fire and disaster plans and procedures
  • Assist in the orientation of new practitioners
  • Demonstrate cooperativeness among staff and help others when needed
  • Stay productive and prepare for future needs
  • Distribute external messaging from the agency
  • Assist with outcome s collection and analysis
  • Develop effective safety plans and manage risk
  • Participate in leadership on-call rotation
  • Participate in leadership group
  • Potential to provide support for programs in a leadership or front line capacity.
  • Conduct intake on-call
  • Manage, analyze and troubleshoot data collection and date management in Microsoft Office as well as agency specific database(s).
  • Timely completion of reports using outcomes data
  • Create and maintain detailed client, program and agency records
  • Periodically provide administrative support to programs and the agency.
  • Collect, enter and analyze client and outcomes data.

Requirements + Qualifications

  • Secondary School Diploma required or University degree in Human Services or related field preferred.
  • 2-4 years experience in Core-Protective Services preferred.
  • Intermediate – advanced knowledge of Microsoft Office (Word, Excel, Outlook, Power Point).
  • Ability to interpret and effectively manage multiple and competing priorities and deadlines.
  • Proven ability to organize, evaluate, communicate and present information, both verbally and written.
  • Demonstrated time management and project management skills
  • See attached information for details regarding the core competencies.

Work Conditions

  • Manual dexterity required.
  • Interacts with support staff and the public at large.
  • Ability to lift up to 50 lbs.
  • Irregular hours
  • Travel may be required.
  • Vehicle required
  • Available after hours.
  • Self-directed team.
  • Fast paced environment.

Security and Safety

Criminal record check, Child intervention check, Driver’s licence, Driving record check (abstract)


$60,320.00 / 64,380.00 Yearly, for 40.00 Hours per week, Medical Benefits, Dental Benefits, Life Insurance Benefits, RRSP Benefits, 4 weeks vacation.

Get in touch

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Head Office

#302, 9470 51 Avenue
Edmonton, Alberta T6E 5A6

Call Us

Ph: 780 451 6040
Fx: 780 453 3723