RESPONSIBILITIES / ACTIVITIES
Responsibility 1. Administrative Duties Performs outbound calls/email and electronic tracking regarding volunteer availability, scheduled shifts and/or confirmations/welcome packages.
Provides direction to volunteers on completing required forms or documentation during recruitment or shift assignment, and during non-response periods may include the completion of reference checks or other steps in the screening process.
Provides direction to volunteers on completing required forms or documentation during the deployment process
Supports to booking of travel arrangements and tracking of all deployment records.
Ensures volunteer electronic files and/or paperwork are organized and stored in a secure, confidential manner.
Ensures dissemination and tracking of orientation and exit activities at site.
Sends email notices regarding upcoming exit meeting appointments, schedules and tracks exit appointments.
Maintains computer records regarding volunteer schedules and hours.
Completes required tasks at start or end of shift to ensure a smooth hand off.
Provides reports to PS Supervisor as requested.
Keeps work area tidy and alerts supervisor when maintenance or supplies are required.
Responsibility 2. Customer Service
Activities: Provides professional customer service and information to CRC volunteers and partners, by telephone, email and in person.
Meets and welcomes all workers, new and returning, at site to verify ID and schedule an orientation.
Ensures all new workers receive a site orientation prior to assignment at first shift.
Interacts with DM personnel with care and refers out of scope inquiries to PS Supervisor/Team Lead.
Directs inquiries to appropriate departments, programs, Call Center or Website
Responds to inquiries regarding deployment end dates, early departures or extensions in consultation with PS FOT Lead and Deployments.
Refers inquiries regarding schedule or shift changes to designated scheduling responder.
Observes and educates others on routine precautions to ensure occupational health and safety standards including use of required personal protective equipment and hand hygiene.
Alerts PS Supervisor/Team lead of any accidents or incidents involving CRC staff or volunteers.
Collaborates with PS colleagues to ensure efficient and effective operations.
Participates in disaster planning, preparation, response, and debriefing, as required.
Contributes to a healthy and safe working environment.
Performs other duties, as required.
The incumbent must have the commitment to the Fundamental Principles of the Red Cross Movement and model the core competencies of the CRCS: team excellence, service excellence, accountability and results focused. This position requires a satisfactory Canadian criminal record reference check and a satisfactory vulnerable sector check.
EDUCATION AND EXPERIENCE
Training in Human Resources, Volunteer Management or Customer Service and a minimum of one year Human Resources related work experience, or an equivalent combination of education and experience.
SKILLS AND ABILITIES
Excellent interpersonal skills, including handling interactions with the general public and colleagues.
Strong verbal and written communications skills in English or French, including telephone and email etiquette.
Ability to work independently with minimal supervision.
Ability to work as part of an effective team.
Public speaking or facilitation skills required.
Ability to effectively execute assigned tasks in a high pressure environment.
Detail-oriented, with a focus on accuracy.
Strong organizational skills.
Strong computer skills, with working knowledge of Microsoft Outlook, Excel, Word, and inventory databases.
Ability to operate a photocopier, scanner and fax machine.
Experience working with a diverse population.
Fluency in a second language.
General knowledge and understanding of Human Resource Management Practices.
Current Standard First Aid certification, or willingness to take training.
The majority of the work is performed in an office environment and may include a disaster response site office.
Potential for responding in disaster areas, as well as difficult and unstable conditions (environmental, physical, social, etc.) and uncomfortable conditions (noise, odors, smoke, humidity, vulnerable clients). These stressful rapidly changing environments with limited information to make decisions have the potential to affect the physical and psychological state of the responders on site.
Ability to respond during non-traditional hours (i.e. late night or weekends) and long hours of work in a demanding context.
Ability to respond in local community (3 days minimum) and outside of their community (10 days minimum).
The Canadian Red Cross