Job Posting 89351

Information and Referral Specialist
Diabetes Canada
Work From Home - Toronto Metro area
1300-522 University Avenue, Toronto, Ontario
closes in 29 days (Fri, 30 Dec)
full time

A world free of the effects of diabetes is our vision. That’s why we’re working together to improve the quality of life of people living with diabetes. We’re sharing knowledge and creating connections for individuals and the health-care professionals who care for them; advocating through public policy; and funding research to improve treatments and find a cure to end diabetes.

Join our dedicated, talented Diabetes Canada team and together, #LetsEndDiabetes!

Role Overview:

The Information & Referral Specialist is a critical first point of contact for individuals affected by diabetes. The candidate is responsible for delivering service excellence in providing accurate and relevant information, navigation, and support to the growing number of persons affected by diabetes. The candidate is to provide pivotal customer service support to Diabetes Canada’s stakeholders. The qualified candidate has excellent communication and customer service skills, is resourceful and has strong problem-solving skills.

Location:

1300-522 University Avenue, Toronto, Ontario. Flexible work agreement policy in place allows employees to work on a hybrid schedule, working from home and working remote, while being available for in-person meetings when required. Must be flexible and available to work rotating shifts Monday to Friday (8:30am-4:30pm, 9:00am-5:00pm, 9:30am-5:30pm).

This role includes, but not limited to:

Information & Support Helpline

  • Answer general questions about diabetes and diabetes management by responding to multichannel requests (phone, emails, etc.) in accordance with Diabetes Canada policies and procedures
  • Assess the needs of people affected by diabetes (PADs), research and identify appropriate resources, explore options, and assist individuals in solving as appropriate
  • Assist with the navigation of various health services across Canada
  • Actively promote Diabetes Canada’s programs and services where relevant
  • Keep abreast of new developments (funded research, programs, services, products), internally and externally that will impact and help people affected by diabetes.
  • Provide support to stakeholders including health-care professionals, volunteers, donors, government and policy makers, camp families, etc.

Quality Service

  • Meet or exceed customer service principles and standards, including prompt and efficient delivery of accurate and helpful information in a sensitive and compassionate manner.
  • Meet daily productivity goals based on a first response with emphasis of triaging and prioritizing client situations
  • Maintain confidentiality, and conduct oneself in a professional manner with all stakeholders

Data Management & Service Support

  • Work with Manager and peers to provide consistency with regards to information requests, and to build on the organization’s repertoire of frequently asked questions
  • Process information packages and maintain accurate data records
  • Support the Information & Referral Centre by entering data, and compiling and updating records as required
  • Other duties and projects as assigned by Manager

The ideal candidate possesses:

  • 2-3 years in customer service
  • Post-secondary education in in health, social science, or related discipline is an asset
  • Ability to communicate effectively both verbally and in writing
  • Excellent listening skills and the ability to apply critical thinking to respond effectively to situations
  • Experience working in support of people with diverse educational, cultural, and socio-economic backgrounds
  • Strong problem-solving skills
  • Strong computer/software skills (i.e. MS Office, Excel, Word, Outlook)
  • Experience with the internet and search engines (research)
  • Knowledge of diabetes an asset
  • Bilingual – English and French an asset

What Diabetes Canada Can Offer You:

  • A meaningful role, making a difference every day for people living with or at risk of diabetes.
  • An entrepreneurial environment, working for a national organization where you feel valued, recognized, and rewarded.
  • A high-performing, collaborative team environment with proven leadership and highly skilled colleagues and commitment to excellent work culture.
  • Competitive paid time-off benefits and a comprehensive group benefits plan, including health/dental, life insurance, disability, EFAP and company-match Pension/RRSP. 
  • Flexible work agreement policy in place allows employees to work regularly remote and/or hybrid schedule. 

At Diabetes Canada, we are an equal opportunity employer that does not discriminate on the basis of race, ethnicity, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. We are dedicated to a high-performance, diverse, and inclusive workplace. We strongly believe that having a diverse organization with various skills and abilities will inspire creativity, drive innovation, and promote belonging. We are committed to building a team representative of different backgrounds and perspectives, and we encourage applications from all qualified candidates who represent the full diversity of communities across Canada. 

For individuals with disabilities who would like to request an accommodation, please contact us at  

Applicants must be legally eligible to work in Canada and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role.

We thank all interested applicants; however, only those selected for an interview will be contacted.

Diabetes Canada is not accepting recruitment agency/firm referrals.

Note: Diabetes Canada is not accepting recruitment agency/firm referrals.

Safe Place to Work - Diabetes Canada is committed to protecting the health and safety of our stakeholders and mitigating the risk of COVID-19 spread. A mandatory COVID-19 vaccination program is in place and provides direction on the conditions under which individuals are permitted to be employed with DC.

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