Bilingual Family Support Specialist
5 months ago
TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
**Responsibilities**:
- Consulting
- Conducts telephonic consultation with clients seeking resources for childcare/eldercare issues and health and social service issues not covered by EAP
- Provides community resources requested by counselors, tele-counselors and Customer Success Managers for clients requiring specialized or long-term resources
- Contacts relevant resources to obtain information specifically requested by the caller
- Confirms agency or organization contact information and service initiating procedures to callers is up-to-date
- Provides follow-up consult with clients who had requested childcare/eldercare resources to ensure receipt of information and answer any further questions regarding resources sent
- Advises clients of other LifeWorks services and refers when appropriate
- Research
- Investigates current community resources and shares information with colleagues
- Contacts relevant resources to obtain information as specifically requested by the client
- Assists in developing and maintaining a resource library of related material
- Keeps current on literature, articles and other research material relevant to client issues
- Administrative Duties
- Assists with maintenance of the WorkLife and Community Resource database
- Works with Fulfillment Centre to compile information and resources to be sent to clients
- Navigates case management system with fluency to ensure case is booked, resources are secured, and client documentation is thoroughly captured
- Understands and complies with LifeWorks and Morneau Shepell policies and procedures
- Participates in staff meetings as required
- Participates in training when identified by Manager, WorkLife Services
Succeeding in the Family Support Specialist role will require the following core qualifications and skills:
- Bachelor’s degree, or College diploma in Gerontology, Social Work/Psychology or a related field with a proven background in Childcare and/or Eldercare
- Certification as Information and Referral Specialist (CIRS) or completion of related courses (i.e. Addictions/Mental Health) a definite asset
- 1 to 2 years of experience in the Information and Referral sector working with a range of community populations i.e. addictions services, mental health services
- Bilingualism in English and French is a must
- EAP industry experience (preferred)
- Excellent assessment skills and the ability to engage clients
- Excellent communication, writing, and research skills
- High comfort level in using case management system/technology
- Strong self-motivation and initiative
- Excellent organizational skills and the ability to meet deadlines are also required
- A customer service background would be an asset (practicum or otherwise)
- Able to successfully complete the required training
Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.
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