Family Support Specialist

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

**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
- 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
- Bilingualism in English and French is a significant asset

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.