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Information Specialist

2 weeks ago

Toronto, Ontario, Canada CAMH Full time $60,000 - $90,000 per year

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. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health
is
Health.
To learn more about CAMH, please visit their website at:
To view our Land Acknowledgment, please click
here
.
In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada, that launched November 30, is Canada's official three-digit national helpline for suicide prevention and emotional distress. This ground-breaking new service is available 24/7/365 and accessible to everyone from coast to coast to coast. CAMH is working closely with the federal government and key partners from different groups and communities, provinces, territories and building on our work on Talk Suicide Canada, to bring this high quality, evidence-based, equitable suicide prevention service to Canada.

Position Description
9-8-8: Suicide Crisis Helpline is currently seeking a highly motivated and experienced full-time, contract (6 months)
Information Specialist
to join our team in transforming the way people in Canada access support for suicide prevention and emotional distress. Reporting to the Program Manager, Service & Operations, the Information Specialist will support seamless receipt, triage, tracking, and coordination of responses to emails from service users, 9-8-8 network partners, and other interest-holders in Outlook and within a client relationship management solution (CRM). They will develop and maintain tracking systems, internal standard operating procedures and supporting tools and reports to drive quality improvement and help maintain 9-8-8's service standards. They will also provide meeting support to ensure effective collaboration across internal and external interest-holders.

The Information Specialist Will Be Responsible For
Communications & Stakeholder Engagement

  • Monitor and manage multiple shared mailboxes, triaging emails from various interest-holders; responding directly where appropriate and escalating or coordinating with internal teams as needed.
  • Coordinate and distribute 9-8-8 network communications; tracking responses and follow-up action completion.
  • Collaborate with internal teams as needed (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 interest-holder 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.
  • Email receipt and triage: monitoring and managing multiple shared mailboxes incoming emails from various interest-holders, ensuring timely review and sorting based on priority and nature of the inquir
  • Response coordination: collaborating 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 health related field combined with two (2) years of related experience. Experience in mental health and/or academic setting is an asset. You will have proficiency with word processing, Outlook, Microsoft Office (Word, Excel, PowerPoint), and ability to learn new computer software systems. Familiarity with CRM systems (e.g. Oracle) would be an asset. 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. You will have sound analytical and problem-solving skills and must demonstrate sound judgment and the ability to interpret and apply policies and procedures. You will be detail-oriented, flexible, adaptable and customer-service oriented. The candidate will possess the ability to work with individuals of diverse ethno racial and cultural backgrounds. Bilingualism (French/English) is an asset.

You will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at the Queen Street Site.