Team Member - Toronto Seniors Helpline

Job city: 
Job region: 
Greater Toronto Area
Application Deadline: 
Tuesday, April 23, 2019 - 11:45pm
Job terms: 
Full-time contract


Program Overview – Toronto Seniors Helpline, Community Care

Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in the Toronto Central LHIN through telephone calls and the Resource Matching and Referral (RM&R) system. Toronto Seniors Helpline assists with smooth transfers, improved coordination and access between the Community Service Sector, the TCLHIN Home & Community (formerly CCAC), hospitals, primary care and other parts of the health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors’ mental health and addictions crisis.


  • Respond to telephone, RM&R, and other referrals/requests for service and inquiries for information
  • Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral
  • Assess risk and safety to determine the caller’s level of risk to self or others
  • Provide supportive counselling, crisis de-escalation and telephone-based short-term case management services as appropriate
  • Utilize the RM&R electronic system as appropriate to make referrals to agencies
  • Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach
  • Maintain appropriate documentation/case notes and client files
  • Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner
  • Contribute to the development, improvement and evaluation of the service when required
  • Keep up to date on resources and search tools that can assist in supporting callers
  • Ensure that anti-oppression, community development, and harm reduction principles are achieved in the program


  • Bachelor Degree in Social Work or related degree
  • Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body
  • Demonstrated experience working with older adults and caregivers and two (2) years of related experience in telephone counseling/support and crisis intervention.

What Will Set You Apart

  • Demonstrated intake/triage experience and strong assessment skills
  • Self-directed and independent, but also experienced in working collaboratively with others
  • Demonstrated customer service and interpersonal skills
  • Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
  • Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
  • Strong ability to build relationships with a variety of individuals
  • Excellent oral and written English fluency and communication skills (verbal and written)
  • Cultural competency with the ability to community clearly with individuals from diverse ethnocultural backgrounds and levels of abilities
  • Thorough knowledge and skills in the use of community resources
  • Strong administrative and organizational skills
  • Applied computer skills (MS word, Excel, databases and Internet)
  • Experience in outreach, public presentations and workshops
  • Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
  • Effective problem-solving and conflict management skills
  • Demonstrated ability to follow policies, procedures and adherence to legislation
  • Ability to communicate in a second language is an asset
  • Experience with RM&R is an asset

Employment Type: Contract (ending November 5, 2019), Bargaining Unit
Work Hours: 35 hours/week – Evenings (12:00pm-8:00pm) & Weekends
Salary: G8 - $27.34/hour

How to apply:

Submit your resume and cover letter, quoting the competition #2019-045-CC in the subject line by April 23, 2019 before 11:59 p.m. to:


WoodGreen Community Services is an equal opportunity employer. WoodGreen is committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our HR representative at of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

Thank you to all applicants. However, only those selected for further consideration will be contacted. No phone calls, please.