Emergency Response Team Agent - Permanent Part-Time

VHA Home HealthCare; Toronto; Hybrid; CAD 80,000 - 100,000; Part time

Job summary

A leading home care provider in Ontario seeks an Emergency Response Team Agent. You will be responsible for providing call answering and administrative support. The ideal candidate will have strong communication skills, the ability to handle client complaints, and experience with health care protocols. This role offers a pay rate of $22.18 per hour with flexible scheduling.

Benefits

Benefits and pension plan

Compensation for education

Employee assistance program

Qualifications

• Effective communicator with superior telephone skills.
• Demonstrated ability to deal with or diffuse caller conflicts.
• Strong computer skills with proven speed and accuracy (50wpm).

Responsibilities

• Provide telephone support and handle emergencies.
• Maintain the client database and communicate with staff.
• Follow up with routine callers and handle complaints.

Skills

Effective communication

Customer service skills

Attention to detail

Education

Relevant post-secondary education

Tools

GoldCare

Job description

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.”

Pay Range

OPSEU / VHA Pay Scale Level 3 - $22.18per 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. I