Emergency Response Team Agent - Permanent Part-Time

VHA; Canada; On-site; CAD 30,000 - 60,000; Part time

Job summary

A prominent healthcare provider in Canada is seeking an Emergency Response Team Agent for a part-time role. The agent will be responsible for providing administrative support to the Integrated Client and Community Care Team. Successful candidates will have excellent communication skills, the ability to manage service inquiries, and the capability to handle calls effectively. This role offers flexibility and the chance to make a meaningful impact in the community.

Benefits

Benefits and pension plan

Compensation for education and professional development

Mentorship and peer support

Career development opportunities

Employee and family assistance program

Wellness resources

Qualifications

• Relevant post-secondary education combined with practical experience.
• Proven customer service skills and effective communication.
• Ability to manage call conflicts and client complaints.
• Culturally competent with diverse populations.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide telephone support and handle client inquiries.
• Maintain the client database and communicate with staff.
• Perform routine follow-up on calls and client feedback.

Skills

Effective communication

Customer service

Conflict resolution

Cultural competency

Attention to detail

Organizational skills

Education

Relevant post-secondary education or training

Tools

Computer skills (50wpm)

Job description

Emergency Response Team Agent - Permanent Part-Time page is loaded

Emergency Response Team Agent - Permanent Part-Time

Apply locations Toronto, ON time type Part time posted on Posted 3 Days Ago job requisition id JR202500906

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.”

View more comments from our clients and their family members.

Pay Range

OPSEU/VHA Pay Scale Level 3 - $22.18 per hour

The Emergency Response Team Agent is responsible for providing call answering and administrative support to the Integrated Client and Community Care Team. The ERT agent is the primary contact for our Employee Emergency Line and support for our coordination team.

Shift Information:

6:30am-9:30pm: Guaranteed 21 hours per week (Might be scheduled up to 35 hours per week)

Successful candidates must be available for rotating shifts, any day between Monday through Sunday including STAT holidays.

Mandatory Orientation :

The incumbent must be available to attend a 2-week full-time in-person training starting on September 2nd, 2025 , from 8:30am-4:30pm, excluding weekends.

Key Areas of Accountability

VHA's Emergency Response Team Agent will have the following key areas of accountability, but not limited to:

• Telephone support, routine caller follow up and handling of client complaints and emergency calls.

• Routine service changes and updates, and all other general inquiries.

• Maintenance of the client database and communications with all VHA staff.

Required Qualifications:

• You have relevant post-secondary school education/training combined with practical experience. Medical terminology is an asset.

• You are an effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills.

• Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills.

• You are culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system.

• Must be able to communicate and document in an effective, timely and efficient matter with clients.

• Strong attention to detail and the ability to deal with multiple priorities is a requirement.

• You possess strong computer skills with proven speed and accuracy (50wpm) and have experience and a keen desire to learn and utilize new software/electronic applications

• You are comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability.

• Proven organizational and effective problem solving skills are required.

• Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets are required.

• Knowledge of GoldCare and the ability to converse in a second language is a definite asset.

• Experience and familiarity with Call Centre procedures is preferred.

What makes VHA’s compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA’s commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We’ll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.

“VHA’s team is full of amazing people who are compassionate and committed to supporting one another and to making care better for our clients and families.” - Kathryn Nichol, President and CEO, VHA Home HealthCare (VHA)

At VHA, we offer you opportunities to advance your career with an industry-recognized leader in care that truly values its clients and its people.

Driving the future if home care in Ontario

Want to learn more about the job benefits available at VHA?

Are you an internationally educated healthcare professional?

Since 1925, VHA Home HealthCare has lent a helping hand to people in the community. As a not-for-profit charitable organization, we support seniors, families, people with disabilities and those living with chronic or terminal illness to live as independently as possible.With close to 3,000 staff and service providers - including personal support workers, nurses, rehabilitation professionals, home support workers and office support staff - we provide services 24 hours a day, seven days a week to clients in their home and the community.

At VHA, we’re passionate about the work we do, the impact we make, and about supporting our clients, communities, and each other. As a VHA team member you’ll do more than provide services to clients; you’ll build strong, long-lasting bonds and real relationships with our clients and their families. We offer high-quality, multilingual services in southern Ontario and our work environment focuses on supporting clients and staff through client-centered care, well-connected health care teams, and continual improvement. Our people are as diverse as the clients and communities we support and we value your unique talents. So, if you’re passionate about serving others and making a difference, you belong at VHA

A Life-Changing Opportunity

Providing better care to our clients and their families is what fuels us. And today we’re at the forefront. Through our community partnerships, innovation initiatives, and a focus on research and transformation, we are making an impact like never before.

To support you and your goals, there are a range of full-time, part-time and casual positions at VHA with varying schedules to meet our clients’ needs and your own. We also try to give you an interesting mix of new and repeat clients so you can build relationships and enjoy variety. We know that our team members can provide their best care when their own needs are being met.Together, we are reimagining the future of health care. Reimagine your career with VHA.

Why work at VHA?

At VHA, we offer you opportunities to advance your career with an industry-recognized leader in care that truly values its clients and its people. We offer:

The opportunity to join a leading charitable organization you can be proud of with over 95 years of experience providing high quality care.

A stimulating, diverse, client and family-focused work environment with a variety of full-time and part time positions.

We invest in our staff, offering continuous opportunities for learning, competitive compensation and paid orientation, a confidential and free Employee Assistance Program, and more.

Eligible staff are also entitled to a pension plan and comprehensive benefits package.

Best of all, we foster a supportive, and respectful team environment where we all thrive.