Community Resource Navigator Bilingual French/English
We are looking to expand our team of navigators who serve as the bridge that links people with health and human services across Ontario, and beyond, through our 211 services and various specialty lines.
You will support a diversity of clients by phone, e-mail, text, chat or other channels connecting people to health and human services information, assisting with problem solving and assessing service needs. You will apply active listening skills to identify appropriate resources and provide information on eligibility requirements and service availability, recognize and respond appropriately to persons in crisis, and provide follow ups to individuals that are vulnerable and in need of further supports. At times, you may need to advocate on behalf of individuals who face personal and/or systemic barriers. You will provide information and referrals by using a comprehensive database of up-to-date provincial resources to cut through the confusion and connect callers to the services they need, efficiently and effectively. You will be instrumental in tracking calls to help identify needs or gaps in services, and providing a more accurate picture of community needs. You will strive to uphold service excellence, responding to inquiries thoroughly and according to established service and quality standards. We will support you to achieve and/or sustain AIRS certification.
This position requires the ability to communicate and empathize with individuals of diverse backgrounds, and make them feel that their needs or requests have been met with sincere care and concern. You are a strong problem-solver, able to make independent service decisions. You also enjoy working both independently and as a member of a dynamic team on new and existing services, and special projects.
This position requires an individual who can work exclusively overnight shifts on weekdays, weekends, and public holidays in a repeating four-week schedule according to the needs of the agency’s 24/7 inquiry services department. The shift will begin at 9:00 or 9:45 pm and will end 10 hours later (9.5 hours paid and half hour not paid for a lunch break).
• Degree or diploma in Social Services, Social Work, Psychology, or other related field
• Two years’ experience (paid or volunteer) in the information and referral or related sector
• Excellent communication skills both in writing and orally. Expressing and transmitting information with consistency and clarity, using active listening techniques (English and French proficiency will be tested).
• The ability to engage clients and remain empathetic, supportive, open-minded and non-judgmental
• Be able to effectively assess caller needs and problem solve
• Possess excellent computer skills to search resources.
• A strong knowledge of the nonprofit sector
• Demonstrated commitment to principles of anti-oppression, equity and inclusion
• Ability to thrive in a dynamic environment where teamwork and collaboration define the way we operate.
If you meet the criteria outlined above, we would love to hear from you!
Findhelp Information Services (Findhelp) is a charitable, nonprofit agency providing public access to information about community and social services through help lines, web directories, and specialized tools and training to help people find help.
Please provide cover letter and resume no later than 4:00 pm on February 14, 2020 to:
Cristina Umana, HR and Administration Manager
Fax: 416-392-4404 | email: email@example.com
This position is part of CUPE Local 3173.
Findhelp Information Services is committed to an inclusive, equitable and accessible workplace that reflects the diversity of our clients and the communities we serve. We actively encourage applicants from all equity seeking groups, and others who respect and reflect the diversity of service users.
In accordance with Ontario Human Rights Code, and Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.
We thank all applicants and will contact the individuals selected for an interview.
No phone calls please.