Information Resource Specialist – Port Hawkesbury

The Opportunity

The YMCA of Cape Breton Nova Scotia Works (NSW) Employment Services Centres offer an integrated bundle of employment services to help Nova Scotians understand, prepare for and meet the needs of the provincial labour market. Additionally, we provide services to support employers in recruiting, managing and developing the talent they require to be more productive in the global economy. The Information Resource Specialist is the first point of contact for job seeker and employer clients.

They must demonstrate cultural competence and embrace inclusive practices, creating a safe and welcoming space for everyone.

Responsibilities and Duties

In support of our mandate, team and clients, the Information Resource Specialist will:

• Be the first point of contact for our clients and the general public, ensuring their inquiries and concerns are addressed with professionalism and care.
• Your role will be pivotal in creating a positive experience that fosters trust and loyalty.
• Respond to inquiries via phone, email or in person.
• Resolve issues efficiently and professionally, ensuring satisfaction.
• Provide detailed information about services and programs that meet the needs of individual and the communities in which they are located.
• Document and update client interactions and maintain accurate records.
• Conduct service needs identification and/or employment readiness identification;
• Gather and document initial client information and document in web-based application;
• Support self-serve clients in conducting labour market research, creating cover letters and resumes;
• Gather centre usage data and provide analysis, as required,
• Support marketing initiatives by monitoring and updating social media outlets and/or website, hosting information sessions and participating in community events.
• Other duties as assigned by Operations Manager.

Skills and Qualifications

• Bilingualism (French/English) is considered an asset;
• Demonstrated customer service experience – customer service training is considered an asset;
• Advanced Microsoft Office Skills – experience working with cloud computing considered an asset;
• Knowledge of social media outlets and experience updating for business purposes;
• Strong organizational skills and the ability to manage multiple, competing deadlines and tasks;
• Superior interpersonal and communication skills are essential to establishing and maintaining harmonious working relationships;
• Demonstrated discretion and sound judgement in the handling of confidential information – this includes a high degree of integrity and trust;
• Strong analytical skills and attention to detail in the resolution of issues, process improvement and evaluation;
• High level of initiative is needed to work independently and respond to unanticipated items;
• Strong communication and presentation skills, and;
• Schedule flexibility to accommodate variations outside of regular business hours, as needed.

Successful candidates will be required to provide a current and satisfactory Criminal Record Check/ Vulnerable Sector Check and Child Abuse Registry Check. They will also be required to attend YMCA Child Protection Training, as well as successfully complete First Aid and CPR training.

The YMCA of Cape Breton is an equal opportunity employer that values the diversity of people and communities and is committed to excellence and inclusion in our Association. We are committed to an environment that is barrier free. If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.