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. Toronto Seniors Helpline is also integrated with the Crisis Outreach Service for Seniors (COSS) and the Toronto Central LHIN – Home & Community.

What You Will Do

·         Respond to telephone 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 callers’ level of risk to self or others.

·         Provide supportive counselling, crisis de-escalation, and telephone-based short-term case management services as appropriate.

·         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 purposes and report data in a timely manner.

·         Keep up to date on resources and search tools that can assist in supporting callers.

What You Bring to the Team

·         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.

·         Two (2) years related experience in telephone counselling/support and crisis intervention experience.

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 communications skills.

·         Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.

·         Thorough knowledge and skills in the use of community resources.

·         Strong administrative, 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 French or another second language is an asset.

·         Experience with RM&R is an asset.


Casual position with fluctuating hours (8 hour shifts between the hours of 9am-8pm) on weekends and week days, $23.51/hour

How to Apply

Please submit your cover letter and resume, quoting competition #2019-102-CC in the subject line, to RMcAlister@woodgreen.org.

About WoodGreen Community Services

Who We Are

A United Way Anchor Agency, WoodGreen combines significant scale and a proven track record with an entrepreneurial mindset, continuously seeking and developing innovative solutions to critical social needs.

Now in our 81st year, we are one of the largest social service agencies in Toronto, serving 37,000 people each year.  We’re a group of diverse individuals who value respect, excellence, compassion, integrity, and team work.