Bilingual Family & Eldercare Resource Specialist
About The Position
Major life milestones such as welcoming a child, caring for an aging parent, starting college, getting married, or relocating often come with complex care decisions. WorkLife customers receive unlimited support in navigating these transitions through personalized guidance on childcare, adoption, education, eldercare, healthcare, pet care, and personal convenience services. As a Bilingual Family & Eldercare Resource Specialist, I provide nonclinical consultations to help clients identify and access the right care resources. I research, evaluate, and deliver personalized, prescreened referrals within two business days, connecting clients with childcare, education, adoption, senior living, long term care, rehabilitation, and other family support services across Canada and the United States. While resource research spans both countries, direct client consultations are provided exclusively to clients in Canada. This role requires strong research, problem solving, and customer service skills, along with the ability to communicate clearly and professionally in both Canadian English and Canadian French.
Requirements
- Bachelor's degree in Social Work, Human Services, Psychology, Sociology, Family Studies, Gerontology, Education, or a related field, or an equivalent combination of education and relevant experience
- Two or more years of experience in childcare, eldercare, social services, education, healthcare, employee assistance, care coordination, referral services, or a related human services environment
- Bilingual fluency in Canadian English and Canadian French, with strong verbal and written communication skills
- Strong research, analytical, and critical thinking skills with demonstrated experience conducting internet based research and evaluating community resources
- Excellent organizational, problem solving, and documentation skills, with proficiency in Microsoft Office or similar productivity software
- Demonstrated ability to manage multiple priorities, meet service level expectations, and produce accurate, high-quality work in a fast-paced environment
- Excellent interpersonal, telephone, and customer service skills, with the ability to communicate empathetically and professionally with clients experiencing stressful life events
- Self-motivated with the ability to work independently while collaborating effectively within a team environment
- Commitment to maintaining client confidentiality, exercising sound judgment, and handling sensitive information with professionalism
- Working knowledge of childcare, eldercare, aging services, education, community resources, and government programs sufficient to help clients identify appropriate care options.
- Consistent and reliable high-speed internet and a workspace free from distraction, disruption, or noise is required
- Ability to be present on camera during work-related trainings, meetings, and/or events
- Must be able to sit or stand at a desk for prolonged periods while working on a computer
Nice To Haves
- Clinical diagnosis or assessment experience is preferred
- Familiarity with care resources and service systems in both Canada and the United States is preferred
- CEAP (Certified Employee Assistance Professional) preferred
Responsibilities
- Provide friendly, expert telephonic consultation with clients located in Canada regarding childcare or eldercare resource requests, offering options for care, educating clients on available resources, and communicating research results accurately and compassionately
- Apply analytical thinking to each request to conduct efficient research — across both Canadian and U.S. resources — to identify a minimum of three referrals for clients, regardless of whether the resource itself is located in Canada or the U.S.; referrals are pre-screened by telephone to confirm they meet the needs of the client
- Format research into comprehensive referral packets utilizing ComPsych Work-Life branding and quality standards, delivered within two business days
- Meet Work Life standards for daily request completion while maintaining quality; request completion rate is expected to increase with tenure
- Follow up with clients on each work-life package within three business days
- Relate to people in times of stress, ask appropriate clarifying questions, and present care options in a calming, reassuring, and professional manner
- Translate HelpSheets and other client-facing documents into French Canadian as needed
- Communicate effectively, verbally and in writing, with clients, resources, and contacts in both English Canadian and French Canadian
- Obtain a client satisfaction rate of 100%; if satisfaction rate is not met, a new work-life package will be completed within one business day
- Support the implementation of ongoing process improvement objectives, new products, and special projects as assigned
- Work independently while fostering a positive team environment by sharing research findings and referral resources with other team members
- Document all work-life packages thoroughly and accurately in ComPsych databases
- Other duties as assigned
Benefits
- Full benefits package, including Paid Time Off (PTO)
- Statutory paid leave and public holidays
- Medical, dental, vision, robust EAP, wellness program, and much more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
