Front Line Member Services Counsellor

October 2025

Front Line Member Services Counsellor Are you a compassionate human services professional looking to make a profound tangible impact every day? As a dynamic and welcoming member of our team, you will be the first point of contact for individuals and families navigating the cancer journey. Your expertise in case management, and group facilitation will provide essential support and resources to our members, while supporting our mission of empowering a community of compassionate support, knowledge and hope for anyone impacted by cancer.

Reports to: Executive Director Primary Responsibilities: Intake Procedure/Support Services
• Conduct intake interviews, assess member needs, manage a personal caseload and provide

individual emotional support.
• Coordinate individual follow up appointments, member outreach and support for drop-in visitors.
• Lead and co-facilitate emotional support groups, wellness programs and educational seminars.
• Maintain accurate and timely database records(Sumac/Societ knowledge is an asset) Follow-Up Procedure
• Follow procedures to track follow-up phone calls, support needed after a group finishes etc. to

ensure accountability, continued support and member satisfaction. Resources
• Compile, create and expand resources for members as requested by the Program Coordinator or

Executive Director.
• Assist with needs assessment and development of peer support services, seminars and support

groups as required. Qualifications: Experience
• 3-5 years of social work or human services counseling. Experience in oncology is a define asset. Education
• Post-secondary degree or diploma Social Work, Community Support Work, Mental Health

counselling or equivalent. Knowledge, Skills and Abilities
• Knowledge of MS Office applications and client database management
• Counselling skills and knowledge of community resources.
• Confidence and experience in leading and managing therapeutic or educational group programming.
• Positive, calm, and collaborative approach, with desire to build productive relationships and an

effective team environment.
• Excellent oral and written communications skills.

Personal Characteristics You will be a great fit if you are:

October 2025

• Calm & Ethical: Highly dedicated professional who is emotionally mature and able to maintain strict confidentiality and boundaries while dealing with sensitive emotional situations.

• A Collaborative Communicator: An active listener and clear written/veral communicator who naturally builds rapport with members, caregivers and internal team members.

• Member-Centric and Proactive: Dedicated to anticipating and exceeding member expectations while taking initiative to problem-solve and improve service delivery.

• Highly Organized: Proven ability to manage a diverse, fluctuating caseload, track multiple follow- ups and organize work to meet competing deadlines.

Working Conditions
• The Member Services Counsellor will work (on-site) an average of 36 hours per week Monday

through Friday with occasional evenings to facilitate programs at the discretion of the Executive Director.

• Compensation: The hiring range for this position is $25-27 per hour commensurate upon experience plus a benefits package.

How to Apply: Please send your cover letter and resume to Janette@hearthplace.org quoting “Member Services Counsellor” by 4:00pm EST by November 14th, 2025. Only those candidates selected for an interview will be contacted.

Hearth Place Cancer Support Centre is an equal opportunity employer and is committed to inclusive recruitment and selection processes and work environments. The selection process may include assessment methods to further determine a candidate’s knowledge and skills for the position. Please advise Hearth Place of any accommodations needed to ensure your access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

About us: Through compassionate care, Hearth Place Cancer Support Centre supports the emotional needs of families within the Durham Community and beyond. Established in 1997, Hearth Place welcomes cancer patients and their families to come and share their experiences, find resources, and discover new ways to care for themselves and each other. Our programming encompasses all aspects of a cancer diagnosis including individual counselling, emotional support groups, wellness programs, caregiver and grief support, as well as children’s programming, including support for children diagnosed with cancer.