Bilingual Information and Referral Representative

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Petawawa Employment Service
  • Post Date: August 15, 2017
  • Applications 0
  • Views 590
Job Overview

The Champlain Community Care Access Centre (CCAC) is one of the largest health service providers in eastern Ontario. Our goal is to connect people with the right care at the right time and in the right place. Every day, we help people find their way through Ontario’s health care system, understand their options and connect them to quality community-based health care and resources.

The Champlain CCAC has over 700 employees, representing a variety of health care professionals. We are recognized as one the National Capital Region’s Top Employers and have been awarded the Ontario Hospital Association’s Quality Healthcare Workplace Award – Platinum Level.

Home and community care is a rapidly growing sector of the health care field. Our organizational drive for continuous improvement, and the evolving nature of the health care sector, provides an environment where change is the norm.


Under the general direction of the Manager, Home and Community Care responsible for Information and Referral including “Champlain healthline”, this position ensures the provision of easily accessible, accurate and comprehensive health and community information to assist and support individuals in making informed decisions and choices. As a first point of contact with the LHIN, this position provides a gateway to information regarding health and community services/resources available across the Champlain region for the general public, service providers and health care and community partners.


• Answer and respond to all incoming calls in a timely, professional and culturally sensitive manner, in the caller’s official language of choice, to determine the nature of the caller’s request and to identify presenting issues and concerns.
• Provide information and referral options to callers and when appropriate, linkages to other related services/resources including Champlain LHIN Intake Care Coordinators.
• Promote, encourage and provide guidance for access and use of electronic navigation and self-service tools i.e. “”
• Track information regarding I&R calls in accordance with Champlain LHIN monitoring requirements.
• Ensure confidentiality of caller information.
• Respond to Champlain LHIN staff inquiries for day-to-day information needs.


• Successful completion of post-secondary education in a human or health care program or related discipline (minimum one year program).
• AIRS (Alliance of Information and Referral Systems) certification, or willingness to become certified within 36 months post hire and;
• Minimum of one year experience working in either health care or social services and one year experience within a call centre/reception or switchboard environment.


• LHIN mission, vision and mandate, governance structure, operations (programs and services), demographics and community resources within the Champlain region.
• Technology infrastructure including voice telephony and related networks (laptop/desktop configuration), data networks (CIAT, CHRIS, Navigator, Champlain healthline, 310CCAC), fax/photocopy equipment.
• Broad range of medical terminology.
• Conflict diffusion or resolution skills.
• Crisis intervention/suicide prevention skills.


• Demonstrates and values excellent customer service
• Communicates effectively – both oral and written
• Demonstrates active listening skills, (screens calls and conducts fact-finding)
• Demonstrates effective reading and interpretation skills
•Demonstrates effective problem solving skills
• Builds relationships (both internally and externally)
• Works independently and as a team member
• Works effectively with information/database resources
• Inputs data efficiently and accurately
• Fluency in English and French is required.

Location: 1100 Pembroke Street East, Pembroke, ON

Shift: 4 Week Rotation

Week 1 – Monday to Friday 8:30am – 4:30pm
Week 2 – Monday, Tuesday, Thursday, Friday 8:30am – 4:30pm
Saturday and Sunday 8am – 4pm
Week 3 – Tuesday, Wednesday, Thursday, Friday 8:30am – 4:30pm
Week 4 – Monday to Friday 8:30am – 4:30pm

JOIN OUR TEAM of over 700 committed health care leaders and patient-driven professionals! If you are seeking a chance to truly make a difference in the lives of others as well as your own, take the first steps towards becoming a member of our dynamic team. All applications will be reviewed; however only those selected for an interview will be contacted. Champlain CCAC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.

Questions? Send us an e-mail at

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