Bilingual -English​/French Community Resource Navigator

About the Role

The Service Navigator position is designed for individuals with social service or social work backgrounds. The role involves supporting diverse service users and solving complex problems to connect them quickly and easily to the right services, reducing barriers to service access whenever possible.

This fast‑paced, outcomes‑oriented position requires adaptability, a strong appreciation for the root causes of inequity and lack of access to services, and the ability to manage changing client needs from call to call.

• Engage clients through empathetic, supportive, open‑minded and non‑judgmental communication and support.
• Effectively assess client needs and co‑develop solutions with clients using anti‑racist, trauma‑informed, and culturally humble practices.
• Balance effective and outcomes‑oriented solutions in a dynamic fast‑paced environment where teamwork and collaboration define the way we operate.
• Adapt to ever‑changing client and organizational needs.
• Build and maintain rapport with clients, communicate with empathy, respect, sincerity, care and concern.
• Provide emergency and crisis support, recognize and respond appropriately to individuals in crisis, and advocate on behalf of those facing personal or systemic barriers.
• Use a comprehensive database of resources and agency tools to direct clients to the most appropriate service or program.
• Track calls to identify community trends and illuminate service utilisation patterns.
• Strive for service excellence, responding to inquiries thoroughly and in accordance with established service and quality standards.
• Work a rotating schedule—including mornings, afternoons, overnights, weekends and public holidays—according to the needs of the 24/7 Inquiry Services department.

• Demonstrated commitment to and lived experience of anti‑racism, anti‑oppression, equity, and inclusion principles.
• Problem‑solving skills with the ability to make independent service decisions.
• Collaboration and teamwork; thriving in independent and collaborative work environments.
• Current knowledge of best practices in trauma‑informed mental health, crisis de‑escalation, risk assessment, anti‑racism, gender‑based violence, suicide prevention and harm reduction.
• Proficiency in French and English (both written and oral); proficiency will be assessed during the selection process.
• Excellent communication skills, active listening, and the ability to create and maintain rapport with clients.
• Strong knowledge of the social service sector and health, government, and community services.
• Proficient computer skills and adaptability to changes and updates of applications and programs.

• Combination of education and/or work/lived experience in Social Services, Social Work, Community Work, or other related fields.
• Minimum 2 years of experience (paid or volunteer) in the social services sector (health, government and/or community services).
• Strong preference for candidates with lived experience as a Black, Indigenous, or other racialised person, a person with disabilities, or a 2
  
  SLGBTQIA+ person who can acknowledge and speak to the impact of systemic racism and oppression.
• Demonstrated recognition of and allyship with various communities and intersectionalities, especially people with disabilities, racialised communities, women, 2
  
  SLGBTQIA+ and marginalized religious communities.
• Strong teamwork skills, including demonstrated ability to interact, lead and participate in decision‑making that respects diversity of backgrounds, experiences, and styles.

Findhelp operates 24/7. The Service Navigator positions are scheduled to work a variety of shifts, including weekdays, weekends, holidays, days, evenings, and overnights. Employees may work up to a maximum of 140 hours over a four‑week period.

If you live in Ontario’s eastern part of the province (around Ottawa, Renfrew County, United Counties of Stormont, Dundas and Glengarry), northeastern Ontario (Sudbury, North Bay), Essex County, or Southwestern Ontario, you may work from home. All other applicants will be required to adhere to a hybrid work arrangement that is not fully remote; occasional work at Findhelp’s office location is required.

Hourly Rate: $30.89 – $33.90. Salary is based on a full‑time schedule of 140 hours in a four‑week period. Work hours are primarily 9:00 pm to 7:00 am or 9:45 pm to 7:45 am. Comprehensive benefits package includes a pension plan, health and dental group insurance, long‑term disability insurance, life insurance, four weeks of paid vacation annually (to start), and a French‑language shift premium.

As a condition of employment, the successful applicant must obtain a Criminal Record Check at their own expense prior to beginning work in this position, and must pass a background check including reference checks with previous employers.