Partner Service Associate

Canadian Red Cross; British Columbia; On-site; CAD 49,000 - 63,000; Full time

Job summary

An inspirational not-for-profit organization is seeking a dedicated individual to lead and support staff and volunteers in providing essential services. This role involves overseeing daily operations, ensuring quality control, and collaborating with health representatives to enhance program delivery. Join a dynamic team committed to making a difference in the community, where your leadership and coaching skills will empower others to thrive. Enjoy a flexible work environment with opportunities for professional growth and development, while contributing to a mission that truly impacts lives. If you are passionate about service and leadership, this position is perfect for you.

Qualifications

• Minimum 3 years of supervisory experience and strong coaching skills.
• Experience in customer service, preferably in a high-volume call center.
• Valid BC Driver’s license and ability to lift 50 lbs.

Responsibilities

• Recruit, train, and supervise staff and volunteers.
• Oversee operations of medical equipment and client records.
• Develop relationships with health stakeholders and monitor program delivery.

Skills

Coaching Skills

Conflict Management

Cross-functional Communication

Data Analytics

Customer Service

Supervision

Flexibility

Education

2-year Post-secondary Diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Visio

Microsoft Teams

Microsoft SharePoint

Microsoft Outlook

Customized Databases

Job description

Employee Working Location : In-person (Victoria, BC)

Employment Status : Permanent Full-time

Salary Band: $49,830 - $62,288 / year

The Canadian Red Cross (CRC) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

1. Recruit, train, supervise, evaluate, support and coach staff and volunteers; this includes remote supervision of staff in Nanaimo and Courtenay.
2. Oversee the day-to-day operations of HELP, Partner Services, including the provision of medical equipment, maintenance of client/loan records, overdue equipment and waitlist management.
3. Monitor program delivery to ensure meeting performance standards and quality control; analyze program service delivery; recommend improvements.
4. Develop and maintain strong, proactive working relationships with Island Health and ensure appropriate communication between HELP and Island Health representatives to resolve program challenges, service delivery issues and discuss program needs.
5. In collaboration with the Partner Services Manager, represent the Red Cross HELP Program at regional governance meetings with Island Health Representatives; this includes preparing materials, statistical and program operational data as well as other materials as requested by the Partner Services Manager.
6. Participate in the development and ensure implementation of procedures and practice standards related to contract and/or agreed services.
7. Monitor program delivery to ensure performance standards and quality control; evaluate means of achieving goals and objectives; analyze service delivery and make recommendations for improvement.
8. Collaborate with Medical Equipment Distribution Supervisor to ensure resources are allocated to meet services and HELP priorities.
9. Maintain solid working relationships with internal and external stakeholders.
10. Work with support staff to resolve building maintenance and IT issues.

What we are looking for:

1. Completion of a 2-year post-secondary diploma in a related field and a minimum of 3 years of job-related work experience, or an equivalent combination of education and experience.
2. Minimum of 3 years' experience supervising employees.
3. Minimum 2 years working in front line customer service; experience working in a high-volume call center is an asset.
4. Strong coaching skills.
5. Experience facilitating meetings and collaborating with external stakeholders, preferably within health care.
6. Proven experience working with a diverse population.
7. Valid BC (British Columbia) Driver’s license required.
8. Experience working with customized databases.
9. Conflict management and resolution skills.
10. Strong computer skills, including competence in Word, Excel, PowerPoint, Visio, Teams, SharePoint and Outlook programs.
11. Demonstrated ability to work with a high degree of discretion and diplomacy.
12. Strong cross-functional communication skills (written and oral in English).
13. Self-motivated and proven ability to work independently.
14. Able to lift and carry 50 lbs.
15. Flexibility - ability to adapt to changing circumstances in a fast-paced environment and manage teams through change.
16. Ability to review and apply data analytics to recognize trends or deviations.
17. Experience with health contract management is considered an asset.
18. Experience working with health equipment is considered an asset.
19. Experience working with and reporting to a remote supervisor is considered an asset.
20. Experience supervising remote employees is considered an asset.
21. Experience in evaluating and increasing operational efficiencies is considered an asset.
22. Willing and able to take First Aid Certification (training provided) is considered an asset.

Working Conditions:

1. 35-hour work week (Monday to Friday), with the majority of work performed in an office environment.
2. Must be able to travel to our other HELP locations on Vancouver Island, as needed.
3. Occasional requirement to work overtime hours, often with short notice.

Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.

If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).