The Lakehead Social Planning Council is a registered charitable organization dedicated to building social capital through community development opportunities. It is seeking to fill the following position(s) for its new 211 Information Centre

Job Description

Provide confidential, high-quality, comprehensive Information & Referral (I&R) services to callers who contact 211, the 3 digit easy to remember and universally recognized telephone number that helps connect people to the community organizations, government agencies and other resources that they need.

Duties & Responsibilities

• Respond to incoming 211 Info Centre calls
• Assess 211 callers needs, facilitate problem-solving with callers and make accurate referrals to appropriate community agencies, programs and services
• Provide callers with the information they need using a database of programs and services available for the District of Thunder Bay
• Acquire and maintain a high level of familiarity with I & R database and community resources
• Serve as an advocate for callers when appropriate
• Conduct follow-up with callers where appropriate to determine if they received the services they needed
• Research requests for information
• Collect information and data regarding community agencies and services using data collection procedures
• Complete and accurately document information on all calls
• Acquire CIRS (Certified Information Referral Specialist) upon meeting eligibility requirements (Training will be provided)
• Assist with other Info Centre duties and projects as assigned

Knowledge & Skills Required

• Knowledge of human services programs and environment in Thunder Bay & District
• Excellent communication skills, including ability to relate effectively with people from all economic, racial, age, ethnic and social groups
• Strong customer service orientation and desire to provide appropriate assistance to any person in need
• Ability to work well in a team; good interpersonal skills
• Ability to follow protocols and procedures
• Ability to use computer and database to complete job functions
• Ability to completely and accurately document information on all calls

Minimum Qualifications

• Bachelor’s degree in social work or related field plus one year experience working in a human services position OR Diploma in related field plus three years experience in human services
• Demonstrated customer service experience and or call centre background
• Ability to use computer and database to complete job functions

Please Send Resume and Cover Letter To
Marie Klassen, Community Information and Referral Centre
125 Syndicate Ave. S., Thunder Bay, ON P7E 6H8,

By fax: (807) 625-9427

By email mklassen@tbaytel.net

Closing Date: December 15th, 2007