Emergency Phone Support

2 weeks ago

Toronto, Canada EF Education First Full time

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

Overview:
EF Toronto is seeking a reliable and proactive individual to provide emergency phone support outside of school hours. This role is critical in ensuring the safety, well-being, and smooth experience of our students, host families, and partners.
- Schedule & Availability:
Evenings: 5:30 PM - 8:30 AM (Monday-Friday)

Full coverage: Saturday & Sunday

On-call position with a fixed stipend for availability and support
- Key Responsibilities:
Keep the emergency phone active and respond within 2 rings.

Answer calls in clear, professional English

Assess situations, troubleshoot, and resolve or escalate appropriately.
- Handle urgent situations including:

- Airport transfers (delays, missed students, arrivals/departures)

Student housing or host family concerns

Lost or missing documents

Lockouts or urgent accommodation issues

Health-related incidents (hospital visits, mental health concerns)

Distinguish between emergencies and non-emergencies, reassuring students and scheduling follow-up with EF staff during business hours when appropriate.

Liaise with transfer companies, host families, EF staff, and sales offices as needed.

Escalate life-threatening or critical cases to the School Director and EF emergency response team immediately.
- Requirements:
Fluent in English (spoken and written)

Fluency in Spanish, French, or Japanese is an asset

Strong communication and problem-solving skills

Ability to remain calm under pressure and follow protocols

On-call position with a fixed stipend for availability and support

Flexibility to respond at all hours during coverage times

A dependable problem-solver who can respond to emergencies with professionalism and empathy. Must be comfortable making quick decisions, reassuring students, and escalating when needed.

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