March of Dimes Canada (MODC) is a federally registered national charity that offers a wide variety of programs and services to Canadians living with disabilities. Since 1951, March of Dimes Canada has been on the forefront of the disability movement with a mission that is dedicated to maximizing the independence, personal empowerment and community participation of people with disabilities. Our 2018-2023 Strategic plan is focused on a bold vision of enhancing services to an expanding constituency, financing the vision, building stakeholder partnerships and creating an appropriate and sustainable infrastructure. Through our Culture Code we live the values of: We Are One Team, We Are Accountable To Ourselves and Each Other, and We Adapt and Grow Together.
In Canada there are over 60,000 strokes every year. One in three strokes is fatal and it is the leading cause of complex disability. There are approximately 400,000 stroke survivors in Canada, over half have a disability and one third are left dependent on others for everyday activities. Stroke is one of the greatest health challenges we face today, and we are taking action.
Reporting to the National Manager, After Stroke and Professional Practice, the Information Navigator – After Stroke provides stroke survivors, caregivers and families with consistent and quality information, guidance and support when they need it. The Information Navigator supports our clients in both official languages and ensures their needs are identified and addressed through a range of channels, including telephone, letter, email, and social media. In this role, they will work collaboratively with the After Stroke teams from across Canada to ensure information provided is current and accurate.
The Information Navigator serves to ensure information is timely and consistently available for all individuals who are looking for support related to stroke. They will serve as the main point of contact, through the website or stroke 1-800 number and will provide reliable information about stroke resources and supports available in their community.
The Information Navigator will work with other members of the Community Programs and After Stroke team to research, create and continually update a database of Canada-wide resources, as well as ensure website information is adequately maintained to meet the needs of our clients.
This position requires in-depth knowledge of stroke and disability services across Canada, excellent customer service skills, a good understanding of research methodology and database management, strong analytical skills, excellent organizational skills and the ability to manage/coordinate one’s own workload. The incumbent must be fluently bilingual, with strong written and verbal communication skills in both French and English.
- Act as the first point of contact for current and prospective After Stroke clients calling the stroke support line or through email
- Provide accurate information about stroke, March of Dimes Canada’s After Stroke program, and other related topics via a range of channels in a timely, professional, compassionate and respectful manner
- Provide system navigation services by making appropriate community suggestions and assisting consumer in using the health, social and supportive systems; these services may be at the federal, provincial or municipal level
- Follow up with consumers/stakeholders to ensure information has been received, understood and has fulfilled the consumers’ needs
- Remain knowledgeable of issues, challenges and supports related to individuals affected by stroke
- Research and maintain a database of community programs and services; continually update and refine the database to ensure the information housed within it is accurate
- Review and identify gaps in the database and proactively research services to fill these gaps
- Coordinate with the National Manager, After Stroke & Professional Practice and Marketing and Communications to ensure online resources related to After Stroke remain up to date
- Assist in the distribution of materials to clients as appropriate (newsletters, fax broadcasts, mail merge)
- Contribute to the development and maintenance of Stroke Support Line guidelines, policies and procedures.
- Maintain records of activities on Customer Relationship Management (CRM) system
Qualifications and Experience:
- University degree or college diploma in related field
- Experience working in social services/healthcare sector with a focus on stroke
- Fluently bilingual, with strong written and verbal communication skills in both French and English
- Solid foundation of knowledge with stroke; understanding, experience and awareness of working with people with disabilities is an asset
- Experience of assimilating and summarizing complex scientific information in plain language for a range of audiences
- Strong customer service, interpersonal, relationship building and conflict resolution skills
- Strong problem-solving skills in dealing with human relationships
- Experience of handling sensitive conversations; emotionally resilient with the ability to handle a high number and wide variety of calls in a professional and supportive way
- Non-intrusive behaviour management skills, including de-escalation techniques
- Ability to maintain a high level of confidentiality
- High level of attention to detail and excellent organizational, research, and analytical skills
- Self-motivated to achieve results; ability to work effectively both as a team member and independently
- Flexibility to changing demands of the job
- Strong computer skills and working knowledge of Microsoft Office suite
- Experience working with a customer or membership database
- Values diversity of thought, backgrounds and perspectives
- Demonstrated commitment to and understanding of the mission of MODC
If you are interested in transforming the quality of life for people with disabilities, please submit your cover letter and resume in confidence to: Human Resources at email@example.com by October 30th, 2021.
Please note the following:
- This position will be performed remotely. Candidates are welcome from across Canada.
- The interview will be conducted in French and English, in order to fully assess the language skills of the candidates; a written assignment in French and English may also be part of the interview process.
- Salary Range: $50,000 - $60,000
March of Dimes Canada is committed to a workforce that is reflective of the diverse populations that we serve. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), and accessibility standards across Canada, March of Dimes Canada will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require any accommodations, please notify us and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable, accessible and barrier free.
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