Bilingual Information & Referral Representative,Temporary Full Time, Cornwall

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Position ID:
Job Title:
Bilingual Information & Referral Representative,Temporary Full Time, Cornwall
Job Location:
Cornwall, Ontario, Canada
Posting Date:
May 30, 2019
Posting Expiry Date:
June 28, 2019
Language Requirement:
English and French
Reporting Manager Title:
Manager, Home and Community Care

The Champlain Local Health Integration Network’s (LHIN) mandate is to ensure health services are well-organized, appropriately funded, and meet the health needs of the 1.3 million residents who call this region home.

We work with and fund roughly 120 health service providers that offer about 240 health programs in hospitals, community support services, mental health and addiction services, community health centres, and long-term care homes. The Champlain LHIN also delivers home and community care services.

Position Summary:

The Information and Referral Representative ensures the provision of easily accessible, accurate and comprehensive health and community information to assist and support individuals in making informed decisions and choices. As a first point of contact with the Champlain LHIN, this position provides a gateway to information regarding health and community services/resources available across the Champlain region for the general public, service providers and health care and community partners.

Primary Responsibilities:

• Answer and respond to all incoming calls in a timely, professional and culturally sensitive manner, in the caller’s official language of choice, to determine the nature of the caller’s request and to identify presenting issues and concerns
• Provide information and referral options to callers and when appropriate, linkages to other related services/resources including LHIN Intake Care Coordinators
• Promote, encourage and provide guidance for access and use of electronic navigation and self-service tools i.e. “”
• Track information regarding I&R calls in accordance with LHIN monitoring requirements.
• Ensure confidentiality of caller information
• Respond to LHIN staff inquiries for day-to-day information needs.

Education and Experience:

• Successful completion of post-secondary education in a human or health care program or related discipline (minimum one year program)
• AIRS (Alliance of Information and Referral Systems) certification, or willingness to become certified within 36 months post hire and;
• Minimum of one year experience working in either health care or social services and one year experience within a call centre / reception or switchboard environment.


• Demonstrated knowledge of office procedures including filing and record maintenance and operation of telephone systems and office equipment
• Demonstrated proficiency in the use of a variety of computer software applications including e-mail and the internet
• Knowledge of and previous experience using a broad range of medical terminology.

Skills and Abilities:

• Knowledge of and previous experience using a broad range of medical terminology
• Strong oral and written communication skills, specifically active listening
• Demonstrated high level of initiative, discretion and sound judgment
• Flexible and adaptable with effective problem solving skills
• Demonstrated ability to perform efficiently in a fast paced environment with attention to detail
• Self-directed with the ability to work effectively both independently and as part of a team
• Effective interpersonal skills demonstrating tact and diplomacy
• Effective client service skills in establishing and maintaining effective working relationships with others
• Ability to input date efficiently and accurately
• Fluency in English and French is required

Pay Rate: Wages are in accordance with the collective agreement between Champlain LHIN and CUPE and start at $22.89/hr.
Location: 709 Cotton Mill Street, Cornwall (Ontario)
Shift: A rotating shift schedule comprised of eight-hour shifts with various start times between the hours of 8am and 12pm for a total of 70hours in a two-week period

This position is temporary until approximately November 25, 2019 (approximately)

All applications will be reviewed; however, only those selected for an interview will be contacted.

Champlain LHIN welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.