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Russian Speaking Transportation Representative

5 months ago

Toronto, Canada Circle of Care Full time

Job Description

The Transportation Service Representative is responsible for providing support to iRIDE clients and drivers. The Transportation Service Representative is responsible for scheduling and managing service delivery while ensuring rides and runs are booked according to iRIDE standards.

**We are looking for**: a full-time, permanent Transportation Service Representative

**Salary**: Commensurate with experience

**Hours of Work**: 34 hours/week. Hybrid work from home.

**Reports to**: Manager, Client Services

**Responsibilities**:
Customer Inquiries and Navigation
- Register new clients using CareDove referral portal; activates new clients
- Schedule clients requests and subscriptions using Trapeze scheduling software and follow the protocols outline in the scheduling manual
- Document client case notes in EasyCare and trapeze
- Reviews the driver’s schedule and make adjustments as necessary using Trapeze scheduling software
- Communicate schedule changes to drivers and providers.
- Ensure corporate vehicles are properly maintained according to vehicle specifications, government regulations and iRIDE requirements.
- Investigate client or driver related incidents
- Print manifests for drivers

Customer Service
- Proactively trouble shoots client related problems deals with difficult situations, and escalates to upper management when extra assistance is required.
- Develop rapport with staff, clients and family members in order to ensure their needs are met and resolve concerns in a timely manner.
- Proactively respond to customer inquires and updates client contacts
- Resolve any scheduling and/or funding issues promptly and effectively
- Participate in client satisfaction initiatives that continuously improve quality levels.

Team building and leadership
- Actively participate in team initiatives and meetings. including agency committee meetings
- Build support for agency vision and departmental goals/objectives by communicating, collaborating and leading by example.
- Build rapport with team members to ensure a high performing team.
- Look for daily opportunities to highlight the connection between overall strategy and day-to-day activities.
- Provide consistent communication and feedback to supervisor/manager.
- Identify and communicate ideas that they identify as opportunities for improvement

Management of Relationships with Internal and External Partners
- Actively participate in n the department meetings to achieve strategic goals and objectives.
- Communicate professionally to develop trust based relationship and optimize relationship development
- Provide customer support to internal and external customers.
- Lead by example and demonstrate the organizational values in all personal behaviours.

Risk, Health and Safety Management
- Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
- Participating in health and safety processes and procedures
- Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
- Participating in all health and safety training initiatives on a regular basis.
- Taking proactive action against client incidents within your scope of practice.
- Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies
- Assessing the severity of an adverse client safety/risk event and determining the best follow-up and developing an action plan following the event. Collaborating with funder (ex. HCCSS) and following any additional processes as required.
- Calling emergency services (911) when the client is at an immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm.
- Evaluating any potential hazards and identifying clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence.
- Reporting all safety events impacting clients, caregivers and families in a timely and honest disclosure.

**Qualifications**:

- Post-secondary education in a communications related field is an asset
- 1 year related experience in a Call Centre and/or Customer Service Environment.
- Ability to work independently and collaboratively within a team.
- Excellent interpersonal, organizational, communication and problem-solving skills.
- Excellent organization and time management skills.
- Ability to prioritize and work in a high pace environment.
- Ability to use good judgment in assessing difficult customer situations.
- Excellent verbal communication skills.
- Strong written communication.
- Ability to use good judgment in assessing difficult situations.
- Knowledg