Assistant Coordinator, Client Services HELP

Posted: March 02, 2021

Region: Southern Interior Region, BC

Application deadline: March 16, 2021

The Canadian Red Cross Society, a non-profit, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world, is seeking an Assistant Coordinator, Client Services for the Health Equipment Loan Program (HELP) in Castlegar, British Columbia, Canada. Reporting to the Coordinator, Client Services, HELP, this position supports volunteers and staff to provide high quality service to HELP clients. The Assistant Coordinator ensures effective volunteer management practices are implemented throughout the assigned geographic area and assists in the promotion of service to the public.

RESPONSIBILITIES/ACTIVITIES

Responsibility 1. Client Service

• Ensures that client service objectives and targets are met.
• Responsible for receiving, processing and tracking clients service requests, meeting Red Cross standards for timeliness and quality.
• Liaises with Equipment Supply and Partner Services staff regarding customized orders and equipment issues.
• Responds to program-specific and generic enquiries from clients, health professionals and the general public.
• Receives and responds to complaints regarding service provision.
• Trains, mentors, and supervises support staff in Client Service Support, as required.

Responsibility 2. Volunteer Management

• Liaises with Volunteer Experience and Engagement Coordinator in ensuring adequate complement of HELP volunteers
• Leads volunteer engagement initiatives in an assigned geographic area
• Selects, coaches and monitors Lead Client Service volunteers in their role as volunteer supervisors.
• Ensures HELP Client Service volunteers are effectively screened, trained, recognized, and supervised.
• In the absence of Lead Client Service volunteer, schedules volunteers at service sites to ensure service levels are maintained.
• Oversees the administration of volunteer records including training records.
• Ensures the implementation of national and HELP–specific volunteer management policies and processes.
• Nominates HELP volunteers for internal and external awards.
• Responds to enquiries and requests from Client Service volunteers

Responsibility 3. Program Administration

• Oversees volunteer treasurers and ensures financial policies/procedures are followed in client service sites.
• Compiles and provides program statistics as required.
• Tracks financial and equipment donations and initiates corrective action when required.
• Coordinates the provision of office supplies and printed materials to client service sites.
• Contributes relevant, current content to provincial HELP web page.
• Provides updated program information to external sources (i.e. resource directories, websites)
• Integrates volunteer resources within the scope of responsibilities, as required.
• Contributes to a healthy and safe working environment.
• Performs other duties, as required.

QUALIFICATIONS
The minimum qualifications for this job are completion of a 2-year post-secondary diploma in a related field, and a minimum of 2 years` experience in volunteer management, or an equivalent combination of education and experience. A valid Class 5 BC Driver’s License is required.

EXPERIENCE

• Client service experience
• Knowledge and experience working in health programs
• Experience in working with a diverse population and an understanding of cultural issues

ABILITIES AND SKILLS

• Strong written and verbal communications skills
• Strong interpersonal skills
• Ability to manage multiple priorities
• Proficiency in Microsoft office

WORKING CONDITIONS

• Frequent travel around the region is required.

The Canadian Red Cross is committed to gender equality and social inclusion in our workplace. All qualified applications will receive consideration without regard to sex, gender identity, gender expression, sexual orientation, race, ethnic origin, color, religion, nationality, disability, age, or any other characteristic protected by applicable law. We encourage all qualified persons to apply particularly Indigenous peoples, persons with disabilities, ethnic minorities, visible minorities, and others who share our values and contribute to fostering an inclusive and diverse workplace.

Please notify us as soon as possible of any adaptive measures you might require at any stage of the recruitment process

To apply, please click here