Program Overview
The Information & Referral (I&R) Program is one of VDRC’s most in-demand services, responding to up to 650 inquiries each month. Individuals contacting the program are often navigating complex systems such as income assistance, housing, health care, education, employment, and accessibility supports.
Many people reaching out have been advocating for themselves for a long time and may be frustrated, exhausted, or overwhelmed by systemic barriers. Their frustration may sometimes be expressed toward our staff. This role requires a calm, grounded presence, strong communication skills, empathy, and the ability to maintain clear and healthy boundaries.
Key Responsibilities
Client Support
- Respond to inquiries from individuals with disabilities, family members, and service providers via phone, email, in-person, and Zoom
- Provide accurate, cross-disability information and appropriate referrals
- Practice active listening and validation while maintaining strong professional boundaries
- Remain calm, respectful, and supportive when working with individuals experiencing frustration or distress
Research & Resource Navigation
- Conduct ongoing, in-depth research to identify disability-related programs, services, and supports
- Maintain and update a comprehensive resource directory
- Build familiarity with complex systems and eligibility requirements over time
Program & Administrative Duties
- Track inquiries and outcomes accurately
- Maintain clear and timely documentation and records
- Manage daily correspondence and follow-up tasks
- Contribute to internal reporting and program improvement
Team Collaboration
- Work closely with other I&R team members to ensure continuity and quality of service
- Communicate clearly, primarily via email, and participate in team problem-solving
- Be willing to support colleagues when needed, consistent with VDRC’s collaborative culture
Community Engagement
- Represent VDRC at community events, information fairs, and outreach opportunities
- Host VDRC information tables, answer questions, and network with partner organizations
- Help strengthen VDRC’s visibility and relationships within the community
What We’re Looking For
- Lived experience with disability is a strong asset
- Exceptional empathy paired with strong boundaries
- Ability to remain calm, respectful, and grounded in emotionally charged situations
- Strong written and verbal communication skills
- Comfort with research-heavy work and learning complex systems
- High level of self-motivation and reliability
- Strong organizational and time-management skills
- Confidence using technology, including Microsoft Office and Zoom
- A team-player mindset with flexibility and a willingness to help beyond strict job descriptions when needed
Bonus Assets
- Familiarity with VDRC’s mission or Independent Living philosophy
- Knowledge of disability-related services in Greater Victoria (or willingness to learn)
- Experience with community outreach or presentations
- Experience working in high-volume or frontline support roles
Why Work at VDRC?
- A supportive, inclusive, disability-led workplace
- Meaningful work that makes a real difference in people’s lives
- Thorough training and ongoing support
- Flexible, understanding team culture
- A workplace built on care, humour, and mutual respect
- A dog-friendly office with a strong sense of community
