Information and Referral Specialist

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Position: Information and Referral Specialist
Location: Newcomer Information Centre (NIC), 150 Isabella Street Suite 201, Ottawa
Type: Full-time, Permanent
Preferred start date: Wednesday, Apr 14, 2021
Closing date: Friday, Apr 09, 2021


 As one of the largest charitable community service organizations in the National Capital Region, the YMCA-YWCA of the National Capital Region responds to critical social needs in the community and works to provide meaningful solutions. Serving more than 90,000 children, youth, and adults across our region annually, we are committed to promoting healthy living and fostering social responsibility within the community. This position requires a commitment to the Y mission and core values of responsibility, honesty, caring, and respect, which form the foundation of all Y programs and services.


Nature and Scope

 The National Capital Region YMCA-YWCA Newcomer Information Centre (NIC) is dedicated to providing relevant, accurate, current, and expedient information and referral services to Newcomers and Immigrants. The Y NIC offers assisted resource searches, provides resource computers, and makes a referral to existing Newcomer Programs in the Ottawa area.

The Information and Referral Specialist is responsible for assisting with the delivery of services provided at the Centre. The Information and Referral Specialist (IRS) will perform Needs Assessments and Referrals for Newcomers and disseminate accurate information and courteous service. The person must be detail-oriented, able to work within a team environment, have a high degree of initiative and adaptability, be able to multitask and have a strong customer service focus. The successful candidate will demonstrate a personal commitment to and understanding of the Y’s mission, vision, values, and participant outcomes.

 Some of the tasks of this position include:

  • Conduct needs assessments and provides referrals to appropriate services and resources as identified in needs analysis
  • Assist clients in accessing information and services that best meet their needs
  • Provide timely relevant information to enable Newcomers to access the desired services and programs
  • Respond to each client in a professional and culturally appropriate manner
  • Collect, track and report statistical data reflecting services provided
  • Deliver quality-based, client-directed, neutral referral services
  • Apply the Privacy Policy throughout all data collection and all record management
  • Coordinate community events as required
  • Deliver orientation sessions and workshops as required
  • Contribute to the development and maintenance of a substantial library of settlement resources
  • Participates in staff meetings
  • Contacting clients & booking appointments
  • Provide rotational coverage at the main reception desk, including appointment scheduling for Settlement Workers and support to outreach activities
  • Work in collaboration with the Employment Access Centre team and assist employment services clients on a basic level 
  • Other duties as required


Core Competencies

  • Organizational Awareness and Understanding: Demonstrates and promotes a personal understanding of and appreciation for the vision, mission, and values of the YMCA-YWCA of the National Capital Region.
  • Planning and Organization: Ability to establish a clearly defined and effective course of action for self and others to accomplish short and long-term work goals.
  • Problem-Solving: Ability to identify an issue, gather and process relevant information, determine possible solutions, select appropriate responses, and implement and evaluate them.
  • Communication and Interpersonal Skills: Ability to speak, write, listen, and secure information effectively in a variety of settings. Ability to cooperate with others to achieve results.  Ability to create and build relationships inside and outside the organization.
  • Teamwork: Participates actively in a team for program quality and effectiveness.


Qualifications and Skills 

  • Fluency in English, oral and written, is essential
  • Fluency in French or any additional languages is an asset
  • Knowledge of immigrant settlement services and programs offered for Newcomers to Canada
  • Proven sensitivity in working with the needs of immigrants from diverse cultural backgrounds
  • Previous work experience in a multicultural environment
  • Strong computer skills including MS Office suite, online research, data entry, social media
  • Post-secondary education in a related field
  • Excellent organizational skills and detail-oriented
  • Ability to assess the information needs of clients served
  • Strong customer service skills
  • Proven ability to work with a variety of stakeholders
  • Proven presentation skills
  • Superior problem-solving skills and demonstrated good judgment
  • Demonstrated ability to work efficiently both independently and as part of a team



  • Applicants must already have a valid permit to work in Canada.
  • Must provide a Vulnerable Sector Police Records Check, not older than 6 months, as per Association policy
  • Annually all staff must complete the mandatory training for the Protecting Children, Youth, and Vulnerable Persons, and submit the certificate of completion.


How to Apply

 Cover letter and resume must be submitted no later than the closing date to the YMCA-YWCA of the National Capital Region, Attn: Salma Yarjani, hiring manager: 


Please use the position title as the subject line in your application e-mail.

All internal applicants must inform their supervisors of their intention to apply for the position.


The YMCA-YWCA of the National Capital Region is committed to being an Equal Opportunity Employer. Please advise in advance if you require any accommodation during the application or selection process. We believe all people have the right to live free from discrimination or harassment of any kind. Any information you send us will be handled respectfully and in complete confidence.

The YMCA-YWCA of the National Capital Region is committed to providing a safe environment for children. Candidates will be thoroughly screened using background checks and a review process.

Thank you for your interest. Only those selected for further consideration will be contacted.




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