Hybrid Work Model
This position can be based anywhere in Canada
WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?
The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, from coast to coast and for all types of cancer. As the voice for Canadians who care about cancer, we work with governments to establish health policies to prevent cancer and better support those living with the disease. No other organization does all that we do to improve lives today and to change the future of cancer forever.
COME AS YOU ARE
At CCS, we embrace everyone’s uniqueness and recognize the strength that lies in differences. We believe in the power of our collective potential and strive to achieve a more diverse, inclusive, and equitable workplace to empower and create opportunities for all. We welcome and encourage applications from all qualified candidates regardless of their gender, age, religion, race, ethnicity, and nationality. Particularly equity deserving groups, such as members of the BIPOC, and LGBTQ2+ communities, people living with disabilities, veterans, and anyone who may contribute to the further diversification of the Canadian Cancer Society. Together we unite and inspire all Canadians to change the future of cancer.
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:
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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.
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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
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Uses expert communications skills and probes to assist callers to identify their psychosocial needs and concerns, and offers appropriate resources and referrals in response
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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
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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.
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Communicates professionally with attention to sensitivity, clarity and without personal bias.
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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
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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
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Uses interview techniques to sensitively collect client data, and records data for each client interaction in the helpline CRM
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Engages QA feedback process to address challenges in data capture and recording, and uses new techniques as provided
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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
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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.
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Contacts clients on outbound basis when referred to the helplines by CCS referral pathway partners
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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:
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At least a bachelor's degree in health sciences, e.g. nursing, biology, nutrition, occupational therapy or a related field
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At least 1 year of some practical or job-related experience;
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Experience in a front-line, public-facing professional environment or role
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An excellent command of French and English in oral and written forms would be an asset.
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Ability to multi-task
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Experience in the use of common computer software (Office suite or others)
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minimum of one year of related practical or clinical experience, or an equivalent combination of education, training and experience
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Examples of behavioural competency: Strong client service, supportive care, communication, active listening and interpersonal skills which contribute to a compassionate and caring experience
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Strong information management and analytic skills, and excellent attention to detail, which contribute to high quality mission outcomes
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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
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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;
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Ability to identify and escalate organizational risks as identified through workload.
WHAT YOU CAN EXPECT FROM US:
CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer, their caregivers, families and communities. We are committed to building and nurturing an inclusive community for our employees by highlighting their unique experiences. We value diverse skills and strongly encourage applications from all qualified candidates. CCS is committed to fostering a culture that is inspiring, supportive and exemplifies our core values:
COURAGEOUS UNITED CARING RIGOROUS
In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.
HOW TO APPLY:
Qualified candidates are invited to submit their resume, cover letter and salary expectations.
For internal candidates, this position is assigned to salary band 5.
CCS is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.
We thank all candidates for their interest and advise that only those selected for an interview will be contacted.
Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.
As an employer, occupational health and safety legislation requires that we protect our workers from health and safety risks in the workplace. Effective November 8, 2021 (October 15 in Quebec and October 26 in BC) CCS has implemented a mandatory vaccination policy requiring that all staff who work in any of our physical workplaces must be fully vaccinated against COVID 19. All employees will need to attest to their vaccination status through a secure online form or automated application. Reasonable accommodation and remote working will be discussed on a case-by-case basis.
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