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Client Services Assistant
4 weeks ago
The Calgary Food Bank is the first line of emergency food support for families and individuals facing crisis. As the city’s main charitable food hub and the most accessible food bank we have the capacity to serve families, individuals, and organizations to fight hunger. Our Logistics and Inventory team was responsible for receiving, handling, and distributing 10.8 million pounds of food last year
We are currently recruiting** **a community-minded, team-oriented individual to join our Client Services department as **Client Services Assistant. **This position is part time and supports the client intake process from both phone and web booked client requests. Supporting call center volunteers, monitoring external hamper requests submitted by partner agencies and clients directly, and responding to agencies’ support requests.
We are not your typical warehouse We work with up to 160 volunteers per day. Volunteers answer our emergency food hamper request line, sort donations, build and distribute hampers, and deliver food just to name a few of the 25 volunteer roles. A key responsibility of this position will be supporting and providing leadership to our incredible volunteers.
**Primary Responsibilities**:
- Oversees up to 10 Call Centre volunteers during any one shift
- Monitor external referrals system and process requests in a timely manner
- Train Client Services volunteers in their role
- Work effectively, cooperatively with volunteers and ensure they are successful in their positions
- Coordinates with volunteer resources to ensure the full schedule of volunteers to have efficient and responsive service delivery
- Managing support requests and resolving technical issues in a timely manner
- Identifying key issues, and providing problem solving solutions
- Execution of activities with other departments as coordinated by the program coordinator
- Ensures compliance with Health and Safety requirements and procedures
- Ensures data safety and privacy through effective training, data management and adhering to data privacy regulations
**Tasks Performed**:
- Reviewing and testing training documentation and programs prior to launch
- Delivering training to new Call Centre volunteers
- Responsible for accurate data entry and tracking
- Supports the continuous improvement of Call Centre processes and procedures
- Always maintains confidentiality of client records
- Supports and enacts the organization’s value of always treating clients with respect and dignity
- Informs clients of related community resources
- Provides support to volunteers to ensure they feel respected and appreciated
- Ensures clear inter-departmental communication and problem solving
- Provides back up coverage in Client Services department where needed
- Ensure Health and Safety procedures and guidelines are followed
- Acts as Safety Zone Warden for evening shift
- Receives calls from partner organizations to provide assistance with their appointments
- Performs other duties as required
**Decision Making and Leadership Capabilities**:
- Makes decisions, based on the Calgary Food Bank’s criteria for a hamper approval or denial of a clients’ request for a hamper
- Ensures that volunteers are given appropriate training to be successful in their positions
- Promotes health and safety in the workplace
**Education and Experience Required**:
- 3 years of non-profit and/or customer service experience dealing with a wide variety of people and/or the public. A relevant combination of education and experience will be considered
- Technical documentation management, system maintenance, and proven experience in troubleshooting and problem solving
- Knowledge of additional languages would be considered an asset
**Skills and Capabilities**:
- Strong customer service and client-oriented skills
- Communication skills, ability to interact with various stakeholders, customers, and team members
- Advanced computer knowledge, technical expertise and problem-solving talents
- Strong crisis and conflict resolution, problem solving and strong teamwork focus skills
- Multi-tasking, flexible and responsive to the demands of the department
- Knowledge of community resources would be an asset
**Working Conditions and Physical Requirements if any**:
This position reports to the Client Services Supervisor and will work part-time. Must be comfortable in changing work environments, sitting or standing for long periods and be able to lift 25 lbs.
**Health and Safety**
A Calgary Food Bank employee, volunteer, contractor, agency worker, or other person working on site is responsible for their own health and safety, and the health and safety of others by working in compliance with workplace rules, policies and procedures. Duties and responsibilities for persons on Calgary Food Bank premises are imposed by OHS legislation and rules, policies and procedures developed by the Calgary Food Bank.
**Worker responsibilities include**:
- Participating in houseke
