Bilingual Community Navigator

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 through multilingual mediated access to community, social, health and government services in their community. CNEO has been operating 211 Services in Eastern Ontario since 2008, and is a partner in the ANCHOR (Alternate Neighbourhood Crisis Response) project as of 2024.

The **Community Navigator** provides comprehensive information and referrals to inquirers while maintaining an accurate and up-to-date community information resource system, including the internet-based database.

**Key activities**
- Informal and Referral Services_
- Provides comprehensive information and referrals to enquirers; responds to inquiries by phone, in writing or in person, in a clear and effective manner;
- Performs non-clinical assessments of the enquirer’s problems and needs;
- Uses the community information database and other resources relevant to the enquirer’s needs to search programs and services;
- Provides the enquirer with information and referrals, enabling the enquirer to choose the most appropriate resource(s);
- Assists the enquirer, when necessary, in contacting and using the available service(s);
- Conducts follow-ups to ensure that the enquirer’s needs have been met, when required;
- Contributes to maintaining an accurate and up-to-date resource system, including the internet-based database;
- Deescalates crisis calls, including transfers to 911 or crisis lines when appropriate;
- Collects and maintains statistical data on all information and referral enquiries; and completes Illustrative Case studies and advocacy with local and provincial partnerships;
- Works towards personal/family preparedness for potential disasters and other emergencies;
- During the agency’s role in disaster or emergency response situations, may be requested to work shifts and perform roles outside typical duties;
- Obtain and then maintain the Community Resource Specialist (CRS) certification;
- Participates in other information and referral and/or registration initiatives;
- Other administrative duties as required.
- ANCHOR_
- Works with community partners to support and prioritize calls received for the ANCHOR Program;
- Follows all protocols and procedures when receiving and triaging calls and when using the dispatch portal and systems for the ANCHOR program;
- Supports ANCHOR callers with their needs and conducts a safety risk assessment to determine type and urgency of call;
- Determines plan of action and prioritize needs for ANCHOR calls which may include 911, dispatching mobile crisis van for urgent and non-urgent crises, and/or directing to other services;
- Offers phone supporting while clients await the mobile crises team;
- Provides documentation in case notes that are informative, concise, and clear, including an environmental assessment to assist the Mobile Crisis Team;
- Refers calls to mental health and/or other supports and conducts follow up on calls where information and referrals provided.

**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;
- 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.

**Working Conditions**
The Community Navigator 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 Community Navigator will spend long hours sitting and using office equipment, telephones and computers, which can cause muscle strain.

**Sensory Demands**
The Community Navigator 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 t