Location: Remote, Canada
Employment Status: Permanent Full Time
Salary Band: $41,819 – $60,986 /year
An iconic brand and one of the most inspirational not-for-profit organizations on this planet – The Canadian Red Cross (CRC), is seeking a Coordinator-Mobilization.
You have a passion for helping others, and want to work with other dedicated individuals? By applying, you are taking a big first step to be part of an exciting organization.
At the Canadian Red Cross, we are guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.
Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons to apply, particularly Indigenous peoples, persons with disabilities, racialized people, and people with diverse gender identities and sexual orientations, and others who share our values and contribute to fostering an inclusive and diverse workplace.
Leveraging the employee and volunteer response rosters, the Mobilization Team identifies qualified volunteers and employees to deploy into emergency response operations in Canada. Systems-inclined, flexible, and highly motivated, Mobilization Coordinators will function as members of a remote team working within a shared electronic workspace and cloud phone system to collaborate to ensure high quality, timely pre-deployment screening, response specific messaging, travel arrangements and a continuous flow of replacement workers through the life cycle of an operation.
As part of a high performing team, Mobilization Coordinators follow established processes to identify, schedule and deploy personnel to meet Emergency Operation workforce priorities, ensuring attention to detail and providing an exceptional customer service experience for our dedicated personnel. The work is fast paced and demanding, with quickly changing requirements. Coordinators must maintain focus under pressure, manage multiple priorities simultaneously, and have a collaborative approach.
In this role, you will:
Workforce Sourcing – Identification, Screening and Documentation
Based on assigned workforce planning targets, generate an eligibility list and contact identified personnel with the appropriate profile, training, vetting and availability to meet workforce planning requirements.
Directly validate personnel availability, mobility information, and other relevant criteria and record any new information on relevant trackers.
Provide prospective personnel with response specific communication and conduct screening related to any health and safety considerations, informed consent, hardship conditions or other response specific pre-deployment considerations to confirm or decline workers.
Ensure accurate and complete tracking of information and data related to health, safety and reporting requirements, including following the Telus 360 call disposition standards and filing of signed consents, agreements, and documents.
Manage messages, voicemail, and email, within the relevant systems, record, and update information on relevant trackers.
Deployment Administration – Scheduling, Travel Arrangements and Confirmation Communications
Provide the beginning to end direct service for scheduling and deployment of personnel to responses, including ensuring files are updated, travel arrangements are made, and effective information exchange between the mobilization team, the worker, Readiness, and the PS Emergency Operations Team.
Confirm transportation plans and book flight/rail/hotel/rental car arrangements using the standard CRC travel vendor and approved processes, ensuring accuracy in coding and personal identification details.
Prepare arrival welcome package and provide to deploying worker and others including PS Emergency Operations Team.
Coordinate routine and urgent change requests for travel requirements, transfers of workers, early departures, extensions and replacement workers on schedules, trackers and with stakeholders.
Escalate all serious incidents, inquiries and issues to Mobilization Supervisor including inquiries that fall outside of the approved frequently asked questions.
Quality & Performance Indicators – Data Tracking and Records Management
Report daily or more frequently on assigned workforce plan targets and priorities, achievements and outstanding gaps and barriers.
Provide updates and timely forecasting and communication of challenges in meeting priorities and escalation to the Mobilization Supervisor.
Ensure all contacts with workers are documented and filed according to email processes, Telus phone processes, employee/volunteer trackers and worker records, following the standard processes.
What we are looking for:
Relevant education and experience including a diploma or degree in a related discipline (Human Resource, Volunteer Resources, business, administration, contact centre support) and/or 1-2 years of client service experience, preferably in a recruitment or contact centre environment.
Experience providing client service to internal and external customers, including meeting quality standards for services and evaluation of customer satisfaction.
Experience working in a remote team or call center environment is an asset.
Experience working with volunteers an asset.
Fluency (speaking, reading, and writing) in both English and French is required.
Proficiency in Microsoft Office applications (Word, Outlook, Excel, Skype, Teams) is required; SmartSheet and call center technology experience is an asset.
Superior time management skills, diligence in executing on process and personal organization skills to manage multiple priorities and communications.
Professionalism, personal accountability, and exceptional interpersonal skills to work collaboratively within a virtual team and establish and manage productive internal and external relationships.
Excellent communication skills and ability to provide clear concise messages including via high volume phone and email contacts.
De-escalation Skills – active listening, mediations/negotiation, developing solutions & options with a win/win approach, appropriate assertiveness toward problems, managing emotions.
This position requires a satisfactory Canadian criminal record check or an Enhanced Police Information Check (EPIC).
Most of the work is performed in a virtual office environment; therefore, the candidate must have reliable access to a computer and the internet. Periodic activities, meeting or training sessions may require attendance at a CRC office or off-site meeting location.
Ability to be on-call, work shifts, non-traditional and longer hours often on short notice including evenings, weekends, and statutory holidays.
Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).
If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.
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