Information and Referral Assistant

 

Job Description

Reporting to the Manager, Access Centre, Home and Community Care, responsibilities will include but are not limited to: receiving and resolving enquiries related to general Home and Community Care Support Services Central information, client information & referral and community resources; communicating effectively with both clients and Care Coordinators to bring about appropriate intervention and services for clients; monitoring communications for specific client groups and responding in accordance with established parameters, coordinating order-related activities for services as required; coordinating resource collection, verification and distribution; performing data entry and analysis for special projects.

SHIFT REQUIREMENTS
Days and hours may require flexibility. The initial area and/or schedule may change in order to facilitate the needs of Home and Community Care Support Services Central in accordance with the ONA Collective Agreement. Ability to work outside normal business hours is required.

SALARY RANGE
As per the collective agreement.

SKILLS AND QUALIFICATIONS

• Relevant post-secondary education in a health or social services field (eg. Social Service Diploma, RPN), or equivalent education, training or work experience.
• Information & Referral Specialist Certificate a definite asset.
• Two (2) years’ of related experience; preferably in a health care/social services providing service to customers via telephone and/or in person.
• Previous experience as Information and Referral Specialist preferred.
• Knowledge of medical terminology.
• Sound knowledge of community resources and the services arranged through Home and Community Care Support Services Central (per the Long Term Care Act).
• Superior verbal, written and telephone communication skills, listening, command of the English language, spelling, punctuation, and grammar.
• Advanced computer and database management skills; and proficiency with Microsoft Office applications, including Outlook and Home and Community Care Support Services Central systems and software. Working knowledge of HTML, the internet and intranet an asset.
• Excellent documentation skills that is clear, thorough, accurate and timely showing attention to detail.
• Excellent organizational skills and ability to prioritize workload.
• Effective problem-solving/negotiation skills.
• Ability to work collaboratively with all levels of Home and Community Care Support Services Central staff and external partners.
• Ability to work effectively in a group setting without close supervision, with frequent interruptions, while maintaining confidentiality and exercising good judgment and discretion.
• Demonstrated strong customer service skills and interpersonal skills.
• Ability to attend work regularly (attendance record will be reviewed).
• Bilingualism (English/French) considered an asset.
• Regular attendance at work is required.

Home and Community Care Support Services Central is committed to providing support to applicants with disabilities throughout the recruitment and selection process. Candidates requiring accommodation should advise Human Resources. Support will be provided in accordance with the applicant's needs and in accordance with the Ontario Human Rights Code and the Accessibilities for Ontarians with Disabilities Act.

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