Emergency Response Team Agent - Permanent Part-Time

The Emergency Response team is the primary contact for all urgent telephone calls made by PSWs, nurses and Rehabilitation Service Providers. The ERT provides coverage and support for TA and Coordination queues where needed; callers include clients, caregivers, funders, front line VHA staff and service providers, and VHA partners & subcontractors.  The main functions of this role include telephone support, routine caller follow-up, handling of client complaints and emergency calls, routine service changes and updates, private and all other general inquiries, maintenance of the client database and communications with all VHA staff.

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Shift Information:

6:30am-9:30pm: Guaranteed 21 hours per week (Might be scheduled up to 35 hours per week)

Successful candidates must be available for rotating shifts, any day between Monday through Sunday including STAT holidays.

Mandatory Orientation:

The incumbent must be available to attend a 2-week full-time in-person training starting on August 17, 2026, from 8:30am-4:30pm, excluding weekends.

Key Areas of Accountability:

VHA's Emergency Response Team Agent will have the following key areas of accountability, but not limited to:

• Provides call answering, handling highly sensitive and confidential inquiries related to clients and healthcare providers, aiming for one call resolution

• Responds to all urgent and routine telephone inquiries from the Clients, Caregivers, Community Partners, Funders, Personal Support Workers, Nurses, and Rehab Service Providers

• Maintains client database in accordance with VHA’s IC&CC standardized procedures.

• Works in collaboration with VHA’s Leadership Team to identify and streamline unusual or high call volume periods

• Provide administrative assistance on projects as required and assigned

Required Qualifications:

• Post secondary school education/training combined with practical experience. Medical terminology is an asset

• Effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills

•  Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills

• You are culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system

• Must be able to communicate and document in an effective, timely and efficient matter with clients

• Must have a proven track record of strong punctuality

• Strong attention to detail and the ability to deal with multiple priorities is a requirement

• You possess strong computer skills with proven speed and accuracy (50wpm) and have experience and a keen desire to learn and utilize new software/electronic applications

• Satisfactory completion of technical skills testing is required (typing test, MS outlook, excel and word)

• You are a strong team player and can work effectively under pressure, adhering to deadlines

• You are comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability

• Proven organizational and effective problem-solving skills are required

• Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets are required

• Knowledge of GoldCare and the ability to converse in a second language is a definite asset

• Experience and familiarity with Call Centre procedures is preferred