Bilingual Information and Referral Specialist

EMPLOYER: Community Navigation of Eastern Ontario


Make lives better by connecting the community to the resources they need. Every day.

The Community Navigation of Eastern Ontario (CNEO) is a non-profit, bilingual organization that helps to connect people to community, social, health and government services in their community. CNEO has been operating the 211 Services in Eastern Ontario since 2008.

We are presently looking for candidates who will primarily offer bilingual Information and Referral services through the 211 information line, email, chat and text. The following key activities are directly related to the core job functions of an Information and referral specialist.

Key activities:

  • Complete training program, reading materials and questionnaires as required;
  • Responds to inquirers through existing channels of communication as well as in accordance to applicable standards and policies;
  • Verifies voicemails and emails at regular intervals – delivers messages to the appropriate party in a timely fashion;
  • Conducts advocacy and follow-ups with clients;
  • General administrative tasks and other office related duties (ex: tracking client needs, statistical reporting, develops reports, develops and maintains specialized seasonal lists, special projects, etc.);
  • Supports key organizational projects and objectives such as technology improvement, French language services or emergency management developments;
  • Opening and closing of the office as required;
  • Informs the data team on any changes to programs and services which is identified while conducting inquiry services;
  • Other duties or assignments as required.

Job requirements for this position:

  • University or college degree in the social sciences field or equivalent experience of education and community sector experience;
  • Fluently bilingual in both official languages (spoken and written);
  • Be flexible to work in a rapidly changing environment with varying hours;
  • Excellent knowledge of the not-for-profit sector and human services system;
  • Excellent knowledge of computer systems, technology and data entry;
  • Office experience either clerical, administrative and/or with databases;
  • Attention to detail, and the ability to perform repetitive tasks;
  • Time management, multitasking and organizational skills;
  • Excellent interpersonal skills;
  • Ability to work collaboratively within a team;
  • Analytical and problem solving skills;
  • Ability to efficiently defuse an escalating situation;
  • Ability to communicate without expressing opinions, judgment, stereotypes or prejudices.

Assets for this position:

  • Completed the Applied Suicide Intervention Training (ASIST) or Safe Talk Training;
  • Completed a Crisis Intervention Training;
  • Knowledge and experience of call centre operations;
  • Have the ability to give presentations and participate in community events;
  • Have excellent written skills in both official languages to support the data management team as needed.

Personal Attributes

  • Honest and trustworthy;
  • Respectful;
  • Possess cultural awareness and sensitivity;
  • Flexibility;
  • Demonstrates sound work ethics;
  • Willingness to work flexible hours; and,
  • Communicates well with staff.

Working Conditions

Temporarily, most of our staff are currently working from home. For those remaining in the office, all applicable COVID-19 guidelines will be applied.

The Information and Referral Specialist will be located in a busy, open area office. They will be faced with frequent interruptions and must meet with others on a regular basis. Physical Conditions The Information and Referral Specialist will spend long hours sitting and using office equipment, telephones and computers, which can cause muscle strain. The I&R will also have to some lifting of promotional materials and collaterals from time to time as well as transporting materials to presentation venues.


Sensory Demands

The Information and Referral Specialist must spend long hours in concentration answering calls in support of the 211 service which will range from simple requests to crisis calls.


Mental Demands

The volume and type of calls received by the 211 service may cause high levels of stress, especially during times of increased community need (e.g. winter holidays, pandemic). The Information and Referral Specialist must also meet deadlines associated with their position and serve as a resource for other team members.


Additional Information:

  • Only fluently bilingual candidates will be considered (English & French)
  • Hours of operation are from 7am to 7pm Monday to Friday. Work hours on a rotating basis within this timeframe. The may exceptionally include evening and weekend shifts.
  • Expected starting date: as soon as possible
  • Only selected candidates will be contacted
  • Contract length: Until August 27th, 2021

To apply: please send your cover letter and resume to to the attention of Daniel Danford-Dussault. 

START DATE: 04/15/2021

Let us know if you are interested in this position. Complete this short form and we will follow up with you promptly.