Information & Referral Specialist

POSITION: Information & Referral Specialist

REPORTS TO: Program Manager

WORK HOURS: 35 hours/week (in-person)

RATE OF PAY: $25 per hour

EMPLOYMENT TERM:1 Year

Dixie Bloor Neighbourhood Centre (DBNC)

Dixie Bloor Neighbourhood Centre (DBNC) is a leading, inclusive, and community-inspired organization serving diverse neighbourhoods in Mississauga. We are a trusted agency of choice, responding to evolving community needs through empowerment, strong partnerships, active listening, meaningful engagement, and collaborative leadership.

Diversity, Equity & Inclusion Statement

DBNC is committed to advancing diversity, equity, and inclusion across all areas of our work. We strive to ensure that every individual who engages with DBNC feels valued, respected, and heard. We intentionally create safe, inclusive spaces where people can share their perspectives, learn from one another, and build mutual understanding across cultures, identities, and lived experiences.

Job Summary

Reporting to the Program Associate Managers, The Information & Referral Specialist serves as the first point of contact for all clients accessing the organization’s services. This role integrates information and referral, and intake functions to provide a seamless, client-centered experience for newcomers.

The Information and Referral Specialist ensures that clients are welcomed with professionalism and empathy, their needs are accurately assessed, and they are efficiently connected to appropriate internal programs and external community resources.

Duties and Responsibilities

• Serve as the first point of contact for all clients (in-person, phone, virtual) ensuring a welcoming and inclusive primary engagement
• Manage client flow, appointments, and general inquiries
• Provide accurate information about DBNC programs, services, and eligibility criteria
• Maintain current knowledge of local resources (housing, employment, legal, health, language training)
• Conduct Intake, Identify client's individual needs and assets (skills, abilities, and life experiences), provide cultural and linguistic support, complete and update client profiles in CRM.
• Determine client eligibility for services in accordance with funder guidelines and programs
• Provide resources and services, including referrals to internal and external programs based on client needs
• Conduct Follow-up and outcomes on referrals provided.
• Assist clients in understanding and integrating into Canadian society
• Act as an advocate for individuals and families.
• Provide assistance with forms, registrations and access to services in regards to IRCC, Service Ontario, Service Canada, Regional, etc.
• Ensure thorough understanding of the processes and guidelines for all applications
• Provide feedback on service gaps, client trends, and front-line challenges
• Facilitate/conduct group information sessions for newcomers on community services and settlement related topics on a regular basis as per the needs of the clients.
• Identify urgent or high-risk situations and escalate appropriately
• Schedule clients with appropriate programs or settlement counsellors
• Interpret for clients in accessing services where language is a barrier
• Coordinate closely with program staff to ensure smooth client transitions
• Participate in team meetings and case discussions as needed

Required Qualifications:

• Completion of post-secondary education: diploma or degree in Social Work, Micro Credentials in Settlement or a related field or a combination of education, training and experience deemed to be equivalent.
• Minimum 1-2 years of relevant experience in settlement work or community work.
• Effective English language communication skills both oral and written with effective interpersonal and problem-solving skills.
• Great organizational skills, ability to multi-task while maintaining a high level of accuracy in data collection, and time management.
• Proficient computer skills in Windows, MS Office, Email, internet and virtual platforms like Teams, Zoom, WebEx.
• Experience in database, preferably client relationship management (CRM).
• Knowledge of fire evacuation and lockdown procedures.
• Knowledge of non-profit sector and issues affecting newcomers.
• Cultural sensitivity, mature judgment, and good conflict resolution skills.
• Knowledge of federal and provincial identity documents with their application processes
• Knowledge of financial support (OW, ODSP, OAS, CPP, EI, etc.)
• Extensive knowledge of the immigration system and services available to assist newcomers
• Additional language/s is an asset.
• Driver’s license and access to a vehicle (an asset)

DBNC thanks all applicants for their interest, only those under consideration will be contacted for interviews. Please be advised that successful incumbent(s) will be required to undergo a vulnerable sector screening as a part of the final step in the hiring process.

DBNC is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive workplace. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and DBNC Policies, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation needs known. We welcome applications from all qualified persons.

Personal information provided through the DBNC recruitment, selection, and onboarding process is necessary for the proper administration of this recruitment process for employment and volunteer positions with DBNC. Personal information is protected from disclosure pursuant to PIPEDA (Personal Information Protection and Electronic Documents Act).