Information Specialist

Information Specialist - 988 & OUTREACH ADMIN Join to apply for the Information Specialist - 988 & OUTREACH ADMIN role at CAMH. Job Description Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital; it is a cause that seeks to change society’s response to mental illness, eliminate prejudice and discrimination, and place mental health at the center of our healthcare system. In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the national three‑digit suicide prevention hotline launched on November 30, 2023. The service is available 24/7/365 to everyone across Canada and is supported by federal government partners and community stakeholders, building on CAMH’s existing Talk Suicide Canada program. 9-8-8: Suicide Crisis Helpline currently seeks a full‑time, contract (until March 31 2026) Information Specialist to join the team in transforming access to suicide prevention support. The role reports to the Program Manager, Service & Operations, and supports receipt, triage, tracking, and coordination of emails from users, network partners, and other stakeholders using Outlook and a client‑relationship‑management (CRM) solution. Responsibilities also include developing and maintaining tracking systems, internal standard‑operating procedures, and reports to drive quality improvement and ensure 9‑8‑8’s service standards are met. The position also provides meeting support to facilitate effective collaboration across teams. Responsibilities Communications & Stakeholder Engagement Monitor and manage multiple shared mailboxes, triaging emails from various stakeholders; respond directly when appropriate and coordinate with internal teams as needed. Coordinate and distribute 9‑8‑8 network communications; track responses and follow‑up action completion. Collaborate with internal teams (e.g., Quality Assurance, Communications, Privacy, Operations, Legal) to ensure consistent, accurate, and timely responses. CRM Administration & Data Management Serve as the administrative lead for the CRM, managing system configurations, permissions, and updates. Onboard and train new team members on the CRM solution, ensuring consistent use and adherence to data‑entry standards. Log, track, and manage inquiries within the CRM/ticketing system, ensuring accurate categorization, assignment, and timely resolution. Support data migration activities, including importing, cleansing, validating, and maintaining accurate records to ensure data integrity. Data & Quality Improvement Maintain tracking and reporting systems to monitor inquiries, feedback, safety incidents, and privacy breaches, generating insights on trends and metrics. Recommend and implement process improvements, tools, and automations to enhance efficiency, accuracy, and stakeholder experience. Ensure compliance with organizational policies, standard‑operating procedures, and protocols, including periodic process reviews. Support the development and maintenance of internal standard‑operating procedures. Operational & Meeting Support Support meeting logistics including scheduling, agenda preparation, materials coordination, and follow‑up on action items. Record and distribute meeting minutes, ensuring accuracy, clarity, and timely circulation. Provide general operational support to facilitate smooth cross‑team collaboration and project execution. Monitor and manage multiple shared mailboxes, ensuring timely review and sorting based on priority and nature of the inquiry. Collaborate with internal teams to gather necessary information to craft and send accurate, professional responses. Job Requirements The successful candidate must have a Bachelor’s Degree in Psychology, Social Science, or a health‑related field combined with two (2) years of related experience. Experience in mental health and/or an academic setting is an asset. Proficiency with word processing, Outlook, Microsoft Office (Word, Excel, PowerPoint), and the ability to learn new computer software systems are required. Excellent interpersonal, written and verbal communication, organization skills, and the ability to work effectively in a fast‑paced dynamic team environment with minimal supervision are required. The candidate must have sound analytical and problem‑solving skills, demonstrate sound judgment, and the ability to interpret and apply policies and procedures. The role demands a detail‑oriented, flexible, adaptable, and customer‑service oriented approach, with the ability to work with individuals of diverse ethno‑racial and cultural backgrounds. Bilingualism (French/English) is an asset. This position is located at the Queen Street site in Toronto, with opportunities for hybrid work subject to change in alignment with CAMH’s policies. #J-18808-Ljbffr