Wildlife Hotline Operator

**Wildlife Hotline Operator (Canada Summer Jobs)**

The Wildlife Hotline Operator plays an integral role on the Calgary Wildlife team. From using your superior customer service skills to greet members of the public bringing in wild animals for care, to carefully preparing detailed patient intake charts, to efficiently responding to emergency calls, to organizing wildlife rescues, to providing patient updates - you are a capable multi-tasker that thrives in a fast-paced environment. Working with and assisting a diversity of people, you will focus your services on helping wild animals, and the people that find them, during our busiest time of year. This position requires to work some evenings, weekends and holidays.

**Duties and Responsibilities**:
**Handle patient intakes and all functions of admissions**
- As the first point of contact, welcome and provide exceptional customer service to members of the public arriving at Calgary Wildlife
- Advise appropriate Calgary Wildlife staff of scheduled visitors upon arrival (e.g. meetings, deliveries)
- Bring animals being admitted to Calgary Wildlife to the Assessment Room following protocols
- Gather information from the member of the public that brought in the animal and complete a detailed medical intake chart outlining the patient’s condition and circumstances

**Handle incoming/outgoing emergency calls**
- Under the direction of the Director of Wildlife Care and Services, respond to incoming calls in a timely and professional manner, assess situations, provide accurate information, and resolve wildlife issues with members of the public
- Coordinate pick-ups and/or rescues of sick, injured or orphaned wildlife
- Accurately update and maintain hotline call records in the database

**Provide patient updates to members of the public**
- Interpret medical charts and consult with shift leaders and rehabilitation staff in order to advise callers of the status of the patient they brought to Calgary Wildlife
- Enter information pertaining to calls into hotline database

**Coordinate with other departments**
- Liaise with rehab, rescue, communications and fundraising departments, ensuring effective communication and coordination of appropriate hotline related work between program areas

**Maintain admissions area and workspaces**
- Stocking of linens, caging, boxes, brochures and organizing general office supplies
- Diligent cleaning/sanitation of work space
- Other duties as required

**Qualifications/Requirements**:

- Strong ability to multi-task in a fast-paced setting while maintaining exceptional customer service, high attention to detail and organization
- Hold a genuine concern for the welfare of wild animals and enjoy engaging and educating members of the public
- Able to handle high-pressure, stressful and/or emotional situations and emotionally charged people
- Ability to be positive and empathize with members of the public, and adapt advice to each situation and individual
- Must possess excellent logic and problem-solving skills and be a strong and efficient learner
- Must be willing to meet the challenges of being in an ongoing training position
- Open to ongoing feedback from colleagues and working in a diverse team dynamic
- Experienced in web and database operations
- Excellent computer and keyboarding skills
- Able to lift up to 30lbs
- Excellent written and verbal English communication skills
- General knowledge of Calgary and surrounding area and the ability to interpret maps
- Calgary Wildlife is open 7 days a week - some work on holidays, weekends and evenings will be required

**Assets**
- Demonstrated experience (1+ years) working in public-facing role such as customer service, call centre, or emergency services role
- Post-secondary education in related field including social work, client and customer relations, emergency services communications, veterinary or medical office administration or similar, conflict resolution or crisis management, or equivalent professional experience
- Work or volunteer experience in a like organization
- Strong natural history background ideally with a focus on Southern Alberta wildlife
- Veterinary Receptionist Certificate (preferred)

**Job Type**:
Full time hours under the Canada Summer Jobs placement

Wage $16/hour

**Applicants must be between 18 years of age and 30 years of age to qualify for the Canada Summer Jobs placement.**

**Subject line: CSJ Hotline Application**

Pay: $16.00 per hour

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed

Work Location: In person