Bilingual Family & Eldercare Resource Specialist

Com PsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our Guidance ResourcesⓇ and Absence ResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries.

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Major life milestones such as welcoming a child, caring for an aging parent, starting college, getting married, or relocating often come with complex care decisions. Work Life customers receive unlimited support in navigating these transitions through personalized guidance on childcare, adoption, education, eldercare, healthcare, pet care, and personal convenience services. As a Bilingual Family & Eldercare Resource Specialist, employee will provide nonclinical consultations to help clients identify and access the right care resources.

Research, evaluate, and deliver personalized, prescreened referrals within two business days, connecting clients with childcare, education, adoption, senior living, long term care, rehabilitation, and other family support services across Canada and the United States. While resource research spans both countries, direct client consultations are provided exclusively to clients in Canada. This role requires strong research, problem solving, and customer service skills, along with the ability to communicate clearly and professionally in both Canadian English and Canadian French.

• Provide friendly, expert telephonic consultation with clients located in Canada regarding childcare or eldercare resource requests, offering options for care, educating clients on available resources, and communicating research results accurately and compassionately
• Apply analytical thinking to each request to conduct efficient research — across both Canadian and U.S. resources — to identify a minimum of three referrals for clients, regardless of whether the resource itself is located in Canada or the U.S.; referrals are pre-screened by telephone to confirm they meet the needs of the client
• Format research into comprehensive referral packets utilizing Com Psych Work-Life branding and quality standards, delivered within two business days
• Meet Work Life standards for daily request completion while maintaining quality; request completion rate is expected to increase with tenure
• Follow up with clients on each work-life package within three business days
• Relate to people in times of stress, ask appropriate clarifying questions, and present care options in a calming, reassuring, and professional manner
• Translate Help Sheets and other client-facing documents into French Canadian as needed
• Communicate effectively, verbally and in writing, with clients, resources, and contacts in both English Canadian and French Canadian
• Obtain a client satisfaction rate of 100%; if satisfaction rate is not met, a new work-life package will be completed within one business day
• Support the implementation of ongoing process improvement objectives, new products, and special projects as assigned
• Work independently while fostering a positive team environment by sharing research findings and referral resources with other team members
• Document all work-life packages thoroughly and accurately in Com Psych databases
• Other duties as assigned

• Education:
  
  Bachelor's degree in Social Work, Human Services, Psychology, Sociology, Family Studies, Gerontology, Education, or a related field, or an equivalent combination of education and relevant experience
• Two or more years of experience in childcare, eldercare, social services, education, healthcare, employee assistance, care coordination, referral services, or a related human services environment
• Bilingual fluency in Canadian English and Canadian French, with strong verbal and written…