Job Title: Senior Cancer Information Specialist

Location: Hamilton, ON(Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us)

Work Model: Hybrid Work Model | Temporary Full-Time

Salary Band: 5 ($56,000 - $84,000 CAD)

(18 months long contract role)

HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA

The Canadian Cancer Society works tirelessly to save and improve lives. We raise funds to fuel the brightest minds in cancer research. We provide a compassionate support system for all those affected by all type of cancer, across Canada. Together with patients, supporters, donors and volunteers, we work to create a healthier future for everyone. Because to take on cancer, it takes all of us. It takes a society.

MAKING AN IMPACT

Senior Information Specialists for the Cancer Information Helpline responds to inquiries from Canadians who are living with a cancer diagnosis, their loves ones and friends, and health care professionals through phone, Live Chat and email. They provide support and compassion as appropriate to the circumstances of the client, answer questions about cancer, cancer treatment and related topics, and connect clients with resources within CCS or other organizations to meet information and supportive care needs they express. In addition, the Senior Information Specialists may answer questions from members of the general public about cancer prevention, screening or cancer statistics published by the CCS.

WHAT YOU’LL BE DOING**:**

• Responds to cancer information inquiries from people with cancer, their loved ones and friends and health care professionals by telephone, Livechat, e-mail and referrals on core topics such as cancer diagnoses, treatments, side effects, coping strategies, pain and side-effect management, clinical trials, screening, practical cancer support services, and more.
• Assesses, researches and selects information tailored to each client's situation and information needs from appropriate resources; communicates information during the contact and follows up with additional informational and/or resources by email, as needed
• Uses expert communications skills and probes to assist callers to identify their psychosocial needs and concerns, and offers appropriate resources and referrals
• Provides understanding and compassion, and addresses emotional upset and distress, using active listening and supportive care communications skills, thereby creating an environment of support and high quality experience
• Functions as the first direct line to CCS, answeringse complex, nuanced questions about cancer and communicating the CCS organizational position regarding key issues both verbally and in writing.
• Communicates professionally with attention to sensitivity, clarity and without personal bias.
• Participates in self-directed learning to maintain expected knowledge base, acquires new knowledge/information and keeps abreast of the latest developments in oncology and related fields in a complex, quickly changing environment
• Navigates the CCS ecosystem to identify and source information to address client concerns/issues - raising issues and risks proactively for the organization (horizon scanning) and provides resources to CCS that inform current topics/issues
• Uses interview techniques to sensitively collect client data, and records data for each client interaction in the helpline CRM
• Engages QA feedback process to address challenges in data capture and recording, and uses new techniques as provided
• Partner with the Cancer Information department to identify information gaps required by the helpline, and shares resources from external resources when identified as potential inputs for Cancer Information
• Ongoing training and knowledge transfer activities to advance core knowledge and skills, such as newly-published COVID-19 public health and vaccine protocols, AYA and onco-fertility, and the experiences of people living with advanced cancer.
• Contacts clients on outbound basis when referred to the helplines by CCS referral pathway partners
• Contributes to special projects as requested to support CCS mission; supporting COVID-19 initiatives, supporting navigation to key cancer system supports as outlined by the Canadian Cancer Control Strategy, updating CSL listings, enhanced client support for virtual access to wigs and prostheses, supporting other CCS grants/programs (e.g. BETTER Women program)
• Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
• Other duties as assigned

QUALIFICATIONS:

• Minimum of Bachelor’s degree in nursing, social work, dietetics etc.
• Experience in a front-line, public-facing professional environment or role
• Ability to multi-task and excellent attention to detail
• Experience using MS Office suite
• minimum of one year of related practical or clinical experience, or an equivalent combination of education, training and experience
• Strong client service, supportive care, communication, active listening and interpersonal skills which contribute to a compassionate and caring experience
• Strong information management and analytic skills,
• Data management and database acumen; ability to sensitively collect personal information from clients, and accurate entry of client data in the CRM, which contributes to the CCS mission data strategy analytics, KPI reporting, and operational analyses
• Expert verbal and written communication skills including the ability to communicate complex cancer information in a clear and comprehensible manner, write clearly and succinctly in a variety of communication settings and styles.
• English is required, French/Bilingualism (French /English) is an asset due to the organization’s nationwide operations.
• Ability to identify and escalate organizational risks as identified through workload.
• Others may apply

WHAT YOU CAN EXPECT FROM US:

CCS provides impactful opportunities to transform the lives of Canadians affected by cancer. We are devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us. Our inspiring culture is rooted in our core values and commitment to meaningful change:

COURAGEOUS UNITED CARING RIGOROUS

We offer a competitive salary, excellent benefits, including paid parental leave, family sick time, and health insurance—and a fulfilling work environment where your efforts make a meaningful impact daily.

COME AS YOU ARE

At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization. Together, we unite Canadians to shape the future of cancer care.

HOW TO APPLY:

Qualified candidates are invited to submit their resume, cover letter and salary expectations by October 21st, 2025 .

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

OTHER INFORMATION:

CCS is dedicated to employment equity and encourages applications from all qualified candidates*. In accordance with the local provincial* Accessibility Act*, accommodation will be provided as requested throughout the recruitment process**.* We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles*, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.*

Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law.We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting privacy@cancer.ca. For more information about our privacy practices*, visit cancer.ca/privacy.*

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