Coordinator, Meals On Wheels

Job Description
The Coordinator, Meals on Wheels is responsible for overseeing the day-to-day operations of the program. He/she is responsible for the administrative duties necessary to provide a high quality meals on wheels delivery service weekly to clients in the Toronto and North York areas. The Meals on Wheels Coordinator also acts as a key contact person for clients, volunteers and food suppliers.
**We are looking for**: a full-time permanent and 6-month contract Meals on Wheels Coordinator
**Salary**: Commensurate with experience
**Hours of Work**: 34 hours per week. 8am to 4pm Monday to Friday. This role is based full-time in office at our 4211 Yonge Street location.
**Reports to**: Supervisor, Meals on Wheels

**Responsibilities**:
Meals on Wheels Program
- Accept program referrals and call clients to arrange for service
- Create meal delivery route sheets for daily deliveries
- Prepare meal bags for clients scheduled to receive deliveries
- Create and modify client menus and delivery schedules as per clients’ requests
- Prepare daily meal orders and provide to food suppliers for production in a timely fashion
- Track and schedule volunteer drivers to deliver meals to clients daily
- Terminate meals on wheels service as per clients’ requests
- Answer and return client calls in a timely fashion
- Track volunteer delivery mileage and enter into the scheduling system quarterly for reimbursement
- Attend department and food supplier meetings when necessary
- Reconcile meals on wheels billing with food suppliers at the end of each month and submit to the program manager for approval
- Deliver meals on wheels to clients when needed
- Document client safety events such as Not Found Visits and significant events and follow-up appropriately
- Document client complaints and compliments and take appropriate follow-up action
- On-board new volunteers effectively by providing training on program policies and procedures, and collect important information specific to each volunteer (i.e. preferred delivery days, preferred delivery locations etc.)
- Train volunteers on matters related to the program (i.e. food safety, customer service, privacy and confidentiality etc.)
- Liaise with volunteers on client statuses and follow-up when necessary
- Ensure that volunteers have an enjoyable volunteering experience by creating a safe and friendly environment

Customer Services
- Build a trust-based working relationship with staff, clients and vendors in order to ensure that we effectively meet their needs and resolve concerns in an efficient and transparent manner
- Effectively meet all client services requirements in a courteous and professional manner by efficiently providing accurate information
- Proactively trouble shoot problems, deal with difficult situations, and escalate to upper management when extra assistance is required

Team Building and Leadership
- Build support for agency vision and departmental goals/objectives by communicating, collaborating and leading by example
- Demonstrate the ability to support and work cohesively in a team environment
- Look for daily opportunities to highlight the connection between overall strategy and day-to-day activities
- Provide consistent communication and feedback to program instructors and management
- Act as a change agent to positively encourage others and manage change

Management of Relationships with Internal and External Partners
- Actively participate in the Client Services Department, collaborate with, and provide solutions/support to team members and senior member in the department to achieve strategic goals and objectives
- Provide customer support to internal and external customers
- Lead by example and demonstrate the organizational values in all personal behaviours

**Qualifications**:

- Successful completion of a Post-Secondary Education (Degree/ Diploma)
- Must have experience working with a meal delivery program
- Minimum 2-3 years of experience with scheduling software systems, coordination and management
- Knowledge of community healthcare is an asset
- Knowledge of and a demonstrated ability to incorporate core competencies into practice including: customer service, communication, team work, initiative/self management and accountability, and flexibility/adaptability
- An ability to perform routine work independently
- An ability to use good judgment in assessing difficult situations
- An ability to work in a high paced environment and handle stressful situations
- Excellent leadership and management skills
- Excellent communication skills, verbal and written
- Excellent organizational and time management skills
- Proficient using Microsoft Office (i.e. outlook, word and excel)

Additional information
We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.
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