Bilingual Family and Eldercare Resource Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver friendly and expert telephonic consultations to clients in Canada regarding requests for childcare or eldercare resources, providing care options, educating clients on available resources, and conveying research findings accurately and compassionately.

• Utilize analytical skills to conduct thorough research for each request — spanning both Canadian and U.S. resources — to identify at least three referrals for clients, regardless of the location of the resources; referrals will be pre-screened by phone to ensure they meet the client's needs.

• Compile research into detailed referral packets that adhere to ComPsych Work-Life branding and quality standards, ensuring delivery within two business days.

• Achieve Work Life standards for daily request completion while upholding quality; the completion rate is anticipated to improve with experience.

• Follow up with clients regarding each work-life package within three business days.

• Relate to individuals during stressful times, ask appropriate clarifying questions, and present care options in a calming, reassuring, and professional manner.

• Translate HelpSheets and other client-facing documents into French Canadian as required.

• Communicate effectively, both verbally and in writing, with clients, resources, and contacts in Canadian English and Canadian French.

• Attain a client satisfaction rate of 100%; if this rate is not achieved, a new work-life package will be created within one business day.

• Assist in implementing ongoing process improvement initiatives, new products, and special projects as assigned.

• Work independently while promoting a positive team atmosphere by sharing research insights and referral resources with colleagues.

• Thoroughly document all work-life packages in ComPsych databases with accuracy.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor's degree in Social Work, Human Services, Psychology, Sociology, Family Studies, Gerontology, Education, or a related discipline, or an equivalent combination of education and relevant experience.

• Two or more years of experience in childcare, eldercare, social services, education, healthcare, employee assistance, care coordination, referral services, or a related human services field.

• Bilingual proficiency in Canadian English and Canadian French, with strong verbal and written communication abilities.

• Robust research, analytical, and critical thinking skills, with proven experience in conducting internet-based research and assessing community resources.

• Outstanding organizational, problem-solving, and documentation skills, with proficiency in Microsoft Office or similar productivity software.

• Proven ability to manage multiple priorities, meet service level expectations, and produce accurate, high-quality work in a fast-paced setting.

• Excellent interpersonal, telephone, and customer service skills, capable of communicating empathetically and professionally with clients facing stressful life situations.

• Self-driven with the capacity to work independently while effectively collaborating within a team environment.

• Commitment to maintaining client confidentiality, exercising sound judgment, and managing sensitive information with professionalism.

• Familiarity with childcare, eldercare, aging services, education, community resources, and government programs sufficient to assist clients in identifying suitable care options.

• Clinical diagnosis or assessment experience is preferred.

• Knowledge of care resources and service systems in both Canada and the United States is preferred.

• CEAP (Certified Employee Assistance Professional) certification is preferred.

• Stable and reliable high-speed internet connection and a workspace free from distractions, disruptions, or noise are required.

• Ability to be present on camera during work-related training sessions, meetings, and/or events.

• Must be able to sit or stand at a desk for extended periods while working on a computer.

🏝️ Benefits

• Comprehensive benefits package, including Paid Time Off (PTO).

• Statutory paid leave and public holidays.

• Medical, dental, vision, a robust EAP, wellness program, and much more.