Information and Referral Specialist

Become part of the ADAPT team; the team that makes a difference, supports its employees in their career development and creates a positive environment to work in.

POSITION: Information and Referral Specialist

LOCATION: Burlington, ON and other parts of the Halton Region, when needed

TERM: 1 year

WHAT'S THERE FOR YOU?

You will work with a fun, cooperative and diverse team. This group will provide you many opportunities to learn from other professions and enhance your skills and abilities when providing services to your clients. It's an interesting role, with excellent work-life balance.

SUMMARY

The Information and Referral Specialist provides individuals seeking help for addiction-related problems with information, support, and guidance; connects clients to community resources; helps match people with services (enquiry service). Overall, the incumbent:

• establishes rapport.
• conducts assessments, and reviews confidentiality as needed.
• provides an informed choice of referrals both internally and externally.
• engages in follow-up, as needed.
• provides advocacy or crisis intervention if required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Assessing and Evaluating:

• Assesses and evaluates individuals' needs who seek assistance for addiction-related concerns.
• Provides basic counselling to distressed caller – provides reassurance, support, and validation.
• Conducts interviews, schedules clinical intake appointments to gather relevant information about the individual's addiction history, substance use patterns, mental health status, and any co-occurring conditions to assist with case manager triage decisions.
• Provides advocacy and short-term crisis stabilizations.
• Conducts risk assessments and safety planning.
• Actively incorporates anti-racist, anti-oppressive practices and principles at all levels of care.

Providing Information (system navigation):

• Communicates effectively with both clients and ADAPT counsellors/ case managers to bring about appropriate intervention and services for clients.
• Receives and resolves enquiries related to general ADAPT information, client information and referral, and community resources.
• Provides general information to callers regarding community health and social service agencies; links callers to other agencies when appropriate such as out of region agencies or Connex Ontario.
• Provides accurate and up-to-date information about addiction, available treatment options, support groups, and resources to individuals and their families.
• Assists clients in accessing information and services that best meet their needs.
• Provides basic education to clients about the effects of substance abuse, the process of recovery, and strategies for relapse prevention.

Referrals:

• Reviews incoming referrals through OneLINK, and self-referrals for completeness, initial suitability, and risk based on standardized eligibility criteria.
• Assists with triaging referral appropriately based on urgency, appointment with a clinician (if appropriate) or connection to other community resources (e.g. crisis services).

Documentation and data collection:

• Collects, tracks and reports statistical data reflecting services provided.
• Tracks all calls and voicemails into administration log sheet for call-tracking purposes.
• Completes documentation of screenings or clinical intake assessments and enters all required documentation into Outlook and/or EMHWare in a timely manner.

EDUCATION

University degree/ diploma in Social Work/ Social Service and/ or Health related field plus Addiction Studies certification, or equivalent combination of experience and education

LICENSES, CERTIFICATIONS AND CREDENTIALS

• Information and Referral Specialist Certificate is an asset or working towards obtaining the I&R certification or an equivalent, depending on the appropriateness and the needs.
• Registered Social Service Worker or certification with the Canadian Addiction Counsellors Certification Federation is an asset.
• Current CPR and First Aid certification is required.
• ASIST training or equivalent is required.
• CPI training is required.

RELATED WORK EXPERIENCE

• 2 years of related experience preferably in a health care/ addictions and mental health/ social services/ community services providing service to clients via telephone and/or in person.
• Previous experience as Information and Referral Specialist is an asset.

KNOWLEDGE AND SKILLS:

• Knowledge of addictions services and programs offered by ADAPT and externally in the community.
• Intermediate knowledge of addictions/ mental health treatments and explanatory theories.
• Intermediate knowledge of substances, pharmacological knowledge in order to appropriately determine client needs eg: Withdrawal management referrals.
• Ability to use interviewing skills to identify and respond to unique needs of individual callers.
• Ability to successfully deliver culturally responsive services.
• Cultural knowledge of key populations in Halton Region that will be served to address disparities in specific services.
• Ability to communicate and effectively interact with people across cultures, ranges of ability, genders, ethnicities, and races.
• Knowledge of the history of discrimination in America, particularly as it relates to race and racism, and how this history has led to disparities experienced by marginalized communities such as BIPOC, people with disabilities, LGBTQ+ communities, and others.
• Knowledge of French language an asset.
• Excellent documentation skills that is clear, thorough, accurate and timely showing attention to detail.

OTHER SKILLS

• Strong interpersonal skills.
• Ability to communicate effectively with clients and staff through both oral and written means.
• Strong organization and time management skills.
• Strong problem-solving skills.
• Active listening skills
• Attention to detail and effective documentation capabilities.
• Ability to build effective rapport.
• Keen sense of ethical boundaries and confidentiality obligations.
• Ability to work under pressure and to deadline.
• Crisis intervention skills.
• Proficient in computer skills and experience with Microsoft Suite, and electronic medical record systems such as EMHWare.

WORK CONDITIONS

• May work from any one of ADAPT's community service office across Halton Region.
• Able to fulfill all duties and work hours from a remote/home location, whenever required.
• Manual dexterity required to use desktop computer and peripherals.
• Various physical actions of mobility are required (minimal lifting, sitting for periods of time, moderate wrist motions).

TRANSPORTATION

• To successfully fulfill duties of the role, current valid driver's licence and regular access to a dependable vehicle is required.

DEVELOPMENTAL EXPECTATIONS

As technology evolves, and as ADAPT modifies operating practices, employees will be required to upgrade their skills and knowledge to keep pace with those changes. The employee in this position will be expected to take advantage of training opportunities, as required.

ABOUT US

ADAPT (Halton Alcohol Drug and Gambling Assessment Prevention and Treatment Services) is one of the largest and most diversified treatment agencies in Ontario. We offer a full spectrum of services to clients experiencing concerns with addictions, mental health or concurrent disorders, as well as to their families and loved ones.

At ADAPT we are committed to building a warm, inclusive, and diverse environment. We believe that our employees are our greatest asset; that they will do their best work when they feel supported and empowered. That is why we offer an attractive compensation and benefits package.

You may be a great candidate even if you don't have everything listed above. We believe in growth and curiosity. If you have some of these qualities and believe this is the position that will make you excited, then we want to hear from you

At ADAPT, we strive to be an equitable and inclusive employer. Our commitment to equity is grounded in an institution-wide commitment to achieving a working, environment that is free of discrimination and harassment.

ADAPT seeks candidates from First Nations, Métis and Inuit, racialized and LGBTQ2S+ communities, women, and people with disabilities (including people who have experienced mental health and substance use challenges).

We encourage people from all backgrounds to apply to our positions.

All new hires must be fully compliant with our COVID-19 Vaccination Policy as a condition of employment with ADAPT. Successful applicants will be required to provide proof of vaccination or proof of a documented medical exemption as part of the hiring process.

In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, ADAPT will provide accommodations throughout the recruitment and selection process. If you require an accommodation, we will work with you to meet your accommodation needs to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

We thank all those who apply but only those individuals selected for further consideration will be contacted.