DEPARTMENT:
Cancer Support

JOB OVERVIEW:

Senior Information Specialists for the Cancer Information Helpline respond to inquiries from Canadians, mostly in French, who are living with a cancer diagnosis, their loves ones and friends, and health care professionals through phone, Live Chat and email. They provide emotional support and compassionate understanding as appropriate to the circumstances of the client, answer questions about cancer, cancer treatment and related topics, and connect clients with resources within CCS or other organizations to meet information and supportive care needs they express. In addition, the Senior Information Specialists may answer questions from members of the general public about cancer prevention, screening or cancer statistics published by the CCS.

WHAT YOU’LL BE DOING:

• Responds to cancer information inquiries from people with cancer, their loved ones and friends and health care professionals by telephone, Livechat, e-mail and referrals on core topics such as cancer diagnoses, treatments, side effects, coping strategies, pain and side-effect management, clinical trials, screening, practical cancer support services, and more.
• Assesses, researches and selects information tailored to each client's situation and information needs from appropriate resources; communicates information during the contact and follows up with additional informational and/or resources by email, as needed
• Uses expert communications skills and probes to assist callers to identify their psychosocial needs and concerns, and offers appropriate resources and referrals in response
• Provides understanding and compassion, and addresses emotional upset and distress, using active listening and supportive care communications skills, thereby creating an environment of support and high quality experience
• Functions as the first direct line to CCS, responding to complex, nuanced questions about cancer and communicating the CCS organizational position regarding key issues both verbally and in writing.
• Communicates professionally with attention to sensitivity, clarity and without personal bias.
• Participates in self-directed learning to maintain expected knowledge base, acquires new knowledge/information and keeps abreast of the latest developments in oncology and related fields in a complex, quickly changing environment
• Navigates the CCS ecosystem to identify and source information to address client concerns/issues - raising issues and risks proactively for the organization (horizon scanning) and provides resources to CCS that inform current topics/issues
• Uses interview techniques to sensitively collect client data, and records data for each client interaction in the helpline CRM
• Engages QA feedback process to address challenges in data capture and recording, and uses new techniques as provided
• Works in collaboration with the Cancer Information department to identify information gaps required by the helpline, and shares resources from external resources when identified as potential inputs for Cancer Information
• Ongoing training and knowledge transfer activities to advance core knowledge and skills, such as newly-published COVID-19 public health and vaccine protocols, AYA and onco-fertility, and the experiences of people living with advanced cancer.
• Contacts clients on outbound basis when referred to the helplines by CCS referral pathway partners
• Contributes to special projects as requested to support CCS mission; supporting COVID-19 initiatives, supporting navigation to key cancer system supports as outlined by the Canadian Cancer Control Strategy, updating CSL listings, enhanced client support for virtual access to wigs and prostheses, supporting other CCS grants/programs (e.g. BETTER Women program)
  
  

QUALIFICATIONS

• At least a bachelor's degree in health sciences, e.g. nursing, biology, nutrition, occupational therapy or a related field
• At least 1 year of some practical or job-related experience;
• Experience in a front-line, public-facing professional environment or role
• An excellent command of French and English in oral and written forms.
• Ability to multi-task
• Experience in the use of common computer software (Office suite or others)
• minimum of one year of related practical or clinical experience, or an equivalent combination of education, training and experience
• Examples of behavioural competency: Strong client service, supportive care, communication, active listening and interpersonal skills which contribute to a compassionate and caring experience
• Strong information management and analytic skills, and excellent attention to detail, which contribute to high quality mission outcomes
• Data management and database acumen; ability to sensitively collect personal information from clients, and accurate entry of client data in the CRM, which contributes to the CCS mission data strategy analytics, KPI reporting, and operational analyses
• Expert verbal and written communication skills including the ability to communicate complex cancer information in a clear and understandable manner, write clearly and succinctly in a variety of communication settings and styles;
• Ability to identify and escalate organizational risks as identified through workload.

CITY:
This position can be based anywhere in Canada

APPLICATION INSTRUCTIONS:

Applicants are encouraged to send their resume, cover letter and salary expectations.

APPLY BY:

09/08/2023

APPLY HERE