Community Resource Specialist
About The Position
Reporting to Team Lead, 211, the Community Resource Specialist will assist individuals contacting the 211 information and referral line through phone calls, emails and/or online chat services. 211 is a 24-hour information and referral line that helps people connect to non-emergency social, health and government services. The position provides information, assistance and liaison to people calling the 211 lines; gathers statistics for reporting; and assists in various ways with the activities of the Information and Referral Program. The Community Resource Specialist provides information directly to those individuals who know what they need and utilizes questioning/probing skills to determine the needs of individuals who don’t specifically know what they are looking for.
Requirements
- Completion of Grade 12 (related post-secondary Diploma or relevant coursework in a Social Science preferred)
- Frontline experience on a Distress Line or in another client support role is required.
- Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check.
Nice To Haves
- Community Resource Specialist Certificate
- Crisis Worker Certificate
Responsibilities
- Receives calls, emails, and requests for online chats from individuals contacting: 211 Line; Seniors 211 Line; Family Violence Information Line; Bullying Help Line; Crisis Diversion Line; and the Distress Line (as necessary)
- Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), to assist them with their information needs.
- Provides information directly for those individuals who know what they need and utilizes questioning/probing skills to determine the needs of individuals who don’t specifically know what they are looking for.
- Triages calls to the Crisis Diversion Line and provides responses/information/services in accordance with the procedure manual.
- Responds to Distress Line overflow calls when busy.
- Provides assistance and liaison between service providers and callers, where appropriate, by actively linking/connecting the 2 parties
- Secures opportunities for later follow-up with clients when appropriate.
- Participates in follow-up contact with callers to ensure appropriate support was provided and to ensure that the quality of service was maintained.
- Provides information on available community resources to the Distress Line volunteers and other agency staff, to enhance their effectiveness when assisting clients or the general public.
- Represents Information Services when attending relevant agency and community meetings and events and participating in joint projects or committees.
- Participates in weekly 211 meetings and attends other agency meetings as required.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
