In 2017, our not-for-profit association, 211 Nova Scotia helped over 300,000 Nova Scotians through our online and contact center services. Our friendly navigators are always on duty, helping people find and access the community based information and services they need, anywhere in the province. We’re looking for a very special someone to join our team and help us deliver quality services.
The Opportunity:
211 Nova Scotia is seeking the services of an experienced information management specialist to take a leadership role in the research, collection and management of information related to community resources across the Province.
As the ideal candidate, you have successfully managed an informational archive and have demonstrated your skills in organizing and categorizing information according to prescribed standards, for ease of retrieval by others. In this role, you will work closely with the non-profit, government and community sector to ensure that our staff and the general public have access to accurate and complete information on community resources. As a senior level “trusted expert” in the subject matter, you will set the bar for service quality in researching and creating new as well as managing existing records. You will assign work to, monitor results and report on the activities of one or two junior information management specialists. With accountability for strategic initiatives designed to enhance operational outcomes through improved information, you will bring an array of time-tested skills, advice and sound knowledge to the table.
You have been responsible for troubleshooting when issues arise related to accessing information and you can demonstrate experience in balancing the challenges that come with achieving prompt issue resolution while building/maintaining strong working relationships with others.
You will have expertise in using tools to analyze and present data. As a minimum these tools would include Microsoft Excel, in which you would be expected to have a very high level of skill and competence.
Your ability to be proactive, self-directed, and results driven will enable you to independently manage all aspects of information services and to stay ahead of issues affecting the organization and guide the organization’s response in a timely fashion.
You have highly developed communications skills that allow you to articulate either in writing or orally, the values of 211 and to tactfully “ask the right questions” to obtain necessary detail which is then clearly and concisely synthesized in an abstract conforming to a defined format and writing style. Excellent English language skills including spelling, grammar and punctuation is required, in addition to proof reading skills necessary to identify and correct errors.
As someone who takes great pride in the value of their work, you are known as a continuous learner, striving to learn new skill sets and to build on your expertise in the management, analysis and reporting of complex data sets. Your desire to contribute to improvements in the standards that govern your sector will serve our association well when you represent us on national working groups and committees.
Qualifications:
As the successful candidate you have a university Degree (Bachelor’s or Master’s) in a related field such as library sciences and a minimum of three years related experience in an information management role. An equivalent combination of education and experience will be considered.
Your precise and highly developed written and oral communications abilities combine with tact, judgment, and diplomacy to enable you to successfully strive for greater excellence, working either independently or in a team.
You are proficient in current software programs including MS Office, and have developed the innate ability to prioritize workloads and deftly respond to new work demands on short notice.
Experience or demonstrated interest in the not-for-profit sector is an asset as is familiarity with the database standards for the Alliance of Information and Referral Systems (AIRS)
You must hold a valid driver’s license and have access to a vehicle as travel, especially within the province, may be required.
Please note: Before making a decision to apply for this position, applicants are encouraged to read the complete job description posted below.
If this position is a match with your interests and experience, please submit your resume and a cover letter highlighting your qualifications for this position via email to employment@ns.211.ca.
We thank all applicants in advance for their interest; however, only those selected for an interview will be contacted
Report to: Director Service Delivery
Status: Permanent
Job Summary: Under the general supervision of the Director, Service Delivery, the Coordinator of Information Services is a subject matter expert, responsible for leading the collection, organization and maintenance of a province-wide database of community resources on which the successful delivery of 211 service depends. In addition to overseeing annual maintenance of approximately 10,000 existing database records, the Coordinator independently conducts research and creates new database records according to defined standards for the Information and Referral Sector. In concert with the Director, the Coordinator monitors/reports on the work of and assigns tasks to one or more Information Management Specialists. The Coordinator also analyzes data collected during calls and website searches and creates internal and external reports in response to requests from community partners. As a frontline contact with the public and service agencies, the employee is expected to present a professional image and respond in a manner consistent with the mission vision and values of 211 Nova Scotia.
Responsibilities
• Ensures that all information related to 211 service delivery is managed effectively and in accordance with Alliance of Information and Referral Systems (AIRS) standards
• Represents the Association on National committees and working groups charged with the development and revision of international 211 database standards or guidelines
• Receives new data, troubleshoots and resolves all manner of data quality issues that arise through regular contact, either pro-active or reactive in nature
• As a quality assurance ambassador for 211 Nova Scotia, the specialist may perform outreach education and /or attend meetings with service agencies or partners as required
• Creates and distributes reports, either ad-hoc or system generated, internally to 211 management and externally to service agencies, on request or as part of a regular quality assurance process
• Participates in system testing and trouble shooting, and working with vendors to rectify identified issues
• Successfully completes any required training to fulfill these duties
• Other duties as may be assigned from time to time
Core Competencies
Quality Driven – Due to the unique technical skill set involved in this work, a proven track record of self-guided determination in ensuring high quality outcomes is essential.
Analytical Skills – The ability to synthesize or “break down” complex information conceptually and reorganize it into a concise entry or series of entries that accurately reflects the information. Also the ability to use software (Excel, Power BI or others) to extract and present detailed information related to a variety of performance objectives for a non-technical audience
Strong Communication Skills – The ability to articulate either in writing or orally the values of 211 and to tactfully “ask the right questions” to obtain necessary detail which is then clearly and concisely reflected in an abstract which conforms to a defined format and writing style .Excellent English language skills including spelling, grammar and punctuation is required, in addition to proof reading skills necessary to identify and correct errors.
Continuous Learning – To adapt to a sector in which change is ‘the norm” the coordinator is expected to be a continuous learner striving to learn new skill sets and to build on their expertise in the management, analysis and reporting of complex data sets.
Understanding and Interest in the delivery of Human Services – An understanding of the nature of the human services delivery system including differences between public and private sectors, how Government, not for profit and for profit sectors are organized and funded and how these organizations and the sectors they represent relate to one another.
The Work Environment
Persons best suited for a job in this environment will have the following attributes:
• A team player with highly developed interpersonal skills matched by a desire and ability to help those around you
• Computer proficiency (MS Word and Excel as a minimum), including well developed key boarding skills
• Quality driven and detail oriented with a desire to strive continuously for greater customer service excellence
• Self-directed and capable of working equally well independently or in a team environment
• Flexible and willing to stretch into new skill areas and work opportunities
• Ability to work well under pressure, problem solve and manage stressful situations
Education/Experience
Bachelor’s degree in a related field including but not limited to human or social services with direct emphasis on information management and a minimum of three years related experience, preferably in an information management role. An equivalent combination of education and experience will be considered.
Assets
The following attributes will be considered as assets in performing the duties of this position:
• Basic knowledge of HTML (Hyper Text Markup Language) coding
• Education in or experience with WordPress or other website content management systems.
• Education in or experience manipulating information within Google Analytics
• Education in or experience manipulating information within database structures
• Education in or experience manipulating data within Excel or Power Business Intelligence with an analytical lens
• Demonstrated interest or experience in the not-for-profit or volunteer community service sector
• Bilingualism (French and English) in both the oral and written language
Other
In keeping with our customer service centered culture, it may be necessary from time to time, to require employees to work extended hours beyond their normally scheduled shifts. While management will always take into account the need for an appropriate work life balance, it is also expected that employees will plan accordingly, and be able to respond to a request to work extra shifts, on reasonably short notice.
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