Site Support Specialist

Posting closes:  August 13, 2026 at 5:00pm

About Us:

The Canadian Mental Health Association Waterloo Wellington (CMHA WW) provides a full care system for those with addictions, mental health or developmental needs. We serve everyone from children to adults to seniors, all under one roof. Our programs help individuals and families to lead lives filled with meaning and promise. We have 400 staff at offices in Cambridge, Waterloo, Kitchener, Guelph, Fergus, and Mount Forest. 

We are fully accredited by Accreditation Canada and are proud of our Exemplary Status (the highest standing) received at our most recent accreditation exercise.

Why Join our Team:

Competitive Compensation and Benefits:  Our compensation package includes a competitive salary and generous benefits supporting the wellness of our staff.  We are proud to be members of the Healthcare of Ontario Pension Plan (HOOPP) offering one of Canada’s largest and most respected defined benefit plans.

Career Development Opportunities:  Our wide range of services and supports allows for varied opportunities for career growth.  Our multi-disciplinary approach to care offers cross collaboration and enhanced opportunities for learning.  A formal succession planning process is key to our internal leadership recruitment.

Values that include:  Mutual Respect, Accountability, Integrity and Excellence and Innovation and a culture that is welcoming and inclusive. 

Commitment to Health and Safety:  We have a strong health and safety culture at CMHA WW and work tirelessly to address the health and safety needs of staff and the people we serve. 

The Opportunity:

We are recruiting for a SITE SUPPORT SPECIALIST 

• This is a contract full-time role to fill an existing vacancy until March 31, 2027 (35 hours per week Monday to Friday 9am to 5pm) based at 234 St. Patrick St. E. Fergus with travel to other agency sites as needed.

As an integral part of the Site Support and Information Services Team the role of Site Support Specialist functions as a point of contact and communications link for the agency.  The Site Support Specialist will respond to both in-person and telephone inquiries and will assist the Site Coordinator with site duties/office management and communication.  This role provides some basic ECR (Electronic Client Record) interface functions with HIM (Health Information Management) and will provide a range of administrative support services to the site. This position reports to the Manager, Decision Support and HIM.

Responsibilities include:

CUSTOMER SERVICE

• Provision of effective customer service to ensure that clients/families/visitors and staff have a positive and seamless experience within CMHA WW


• To provide effective customer service communication by engaging with customer professionally and empathetically

SITE DUTIES

• Assist the site coordinator with site duties, such as office management (ordering and disbursement of office supplies), facilities requests, mail distribution, communication with staff on site


• Communication of “Code” response for site


• OTN/Microsoft Teams support


• Administrative support to the team on site

ELECTRONIC CLIENT RECORD (ECR) FUNCTIONS

• Managing client appointments (booking, updating, processing)


• Release of information – circle of care


• Scanning of documents in ECR


• Updating client’s demographic, relationship, contact, and healthcard

PARTICIPATE IN AGENCY AND SERVICE ADMINISTRATIVE RESPONSIBILITIES

• Communicates to relevant Leadership through supervision, any issues and concerns related to people supported/team


• Regularly attends supervision meeting with relevant Leadership, agency meetings and relevant trainings


• Provides representation on internal agency committees as directed by the relevant Leadership


• Utilizes Caseworks to record service events for statistical and accountability purposes


• Maintains proper files and completes all required documentation within agency timelines


• Completes incident reports to ensure adequate communication of crisis situations to various levels of management

Qualifications:

• Completion of post-secondary education related to health records/Medical secretary


• Relevant experience in a mental health/ healthcare environment


• Excellent customer service skills


• Excellent communication skills (oral and written)


• Computer skills including Microsoft Office, database applications


• Demonstrated understanding and sensitivity to social and cultural diversity


• Valid driver’s license and own transportation is helpful but not required (initial day of onboarding is in Guelph)

Qualified applicants are invited to submit a resume and cover letter outlining how your skills, qualifications and experience meet the position requirements.

COMPENSATION AND RATE OF PAY:  Level 3 (OPSEU) - $26.09 to $31.69 per hour

 CMHA WW, as an equal opportunity employer, embraces diversity and is committed to creating an inclusive workplace.  Our goal is to attract, develop and retain talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome applications from all qualified persons.

*We do not use AI in our screening process.