Program Support Administrator

Focus on the Family Canada; Township of Langley; Hybrid; CAD 30,000 - 48,000; Full time

Benefits offered by this job

3 weeks PTO

Extended health & dental benefits

Health Care Spending Account (HCSA)

Employee Assistance Program (EAP)

Staff store discount

RRSP matching

Christian work environment

Job summary

Focus on the Family Canada seeks a full-time Program Support Administrator (Registration Care Associate) in Langley, BC, to join the Counselling & Care team. The role involves high-volume customer service via phone, mail, chat, and email, maintaining confidentiality, and supporting Hope Restored and Care Ministries with intake and records.

Based at our Langley head office, the position offers a hybrid arrangement (one day work-from-home after probation) and a mission-driven environment with

Qualifications

• Post-secondary degree or certificate in psychology, sociology, or related program.
• 1-2 years’ experience in a professional office setting.

Responsibilities

• Provide administrative support for Hope Restored team: respond to calls/emails and keep records.
• Maintain records for the program in the Zanda database.
• Send correspondence to clients to keep them informed.
• Process payments and registrations as directed; assist with mailings.
• Provide administrative support for Care Ministries with emails and letters as capacity allows.
• Sort and answer emails per Focus style guide and keep contact records.

Skills

Customer service

Data entry

Time management

Telephone etiquette

Microsoft Office

Education

Post-secondary degree or certificate in psychology or sociology

Tools

Zanda database

MS Word

MS Teams

PowerPoint

Excel

Access

Outlook

Job description

Location: Langley, BC ( In Office 4 days )

Department: Counselling and Care Ministries

Term: Permanent Full Time – 40 Hours per Week

Anticipated Start Date: ASAP Salary Range: $4,700 - $50,000 per annum

Are you looking for a place where you can experience a strong sense of belonging and make a positive difference to a well-established, mission-driven organization? If yes, this may be the opportunity for you.

About Us

Since 1983, Focus on the Family Canada has offered help and encouragement to millions of families as they build their lives on the foundation of Jesus Christ. We work hard to respond to many real issues families face today by providing sound and practical guidance based on Christian principles. Our vision is to see every family transformed by love, vibrant in faith and enduring in hope. Learn more at www.FocusOnTheFamily.ca

Why Join Us

• Generous paid time off starting at 3 weeks to ensure you have time to recharge.

• Comprehensive Extended Health & Dental Benefits & Health Care Spending Account (HCSA) to promote physical and mental well-being

• Employee Assistance Program (EAP) including counselling to support mental health.

• Store discount for staff on all Focus on the Family resources and materials.

• RRSP Matching starting at 5% after a year of continuous employment to help plan your financial future.

• A supportive, friendly, Christian work environment to help you grow and feel valued.

About the Position

Focus on the Family Canada is seeking a full-time Program Support Administrator (internally, Registration Care Associate) to join our Counselling & Care team and provide our constituents with outstanding customer service as they contact the ministry for a variety of reasons, whether by phone, mail, chat, or email. The role requires the ability to be detail-oriented, organized, have a pleasant and engaging personality, and the ability to maintain confidentiality. The position is based out of our head office in Langley, BC, and is eligible for a one-day work-from-home hybrid arrangement ( after probation)

Key Responsibilities:

Hope Restored

1. Provide administrative support for Hope Restored team. Duties will include responding to calls and emails, keeping records of those contacts, helping with intake interviews.

1. Maintain appropriate records for this program in data-base (Zanda)

1. Send correspondence as required via email to keep clients informed

1. Additional tasks as needed, such as sending out books, taking payments, helping with mailings, etc.

1. Manage payments and Registrations Assistance inquiries as directed.

Care Ministries & Counselling Intake

1. Provide back-up assistance in Counselling Intake:

• Manage incoming calls, emails, and webforms from constituents across Canada using Focus approved guidelines

• Direct calls as appropriate to a counsellor or to another Focus department

• Book counselling appointments

• Help clients with referrals to appropriate resources, regional counsellors, and/or retreat or treatment centers

• Requisition resources for clients as directed by counselling team

1. Referrals and Database Maintenance:

• Provide administrative assistance

• Maintenance of Zanda database – opening cases, tracking calls, reporting

1. Provide administrative support in Care Ministries with email and letter responses (assist as needed, as capacity and departmental need exists)

• Sort and answer emails in a timely fashion according to the Focus style guide, paying close attention to detail

• Keeping records of those contacts, helping with registration and intake interviews and surveys organization

• May assist with letter mails when needed

About You

• You have a deep and committed personal relationship with Jesus Christ

• You thrive in a fast-paced work environment, love customer service and helping people find the resources they’re looking for.

• You have experience in customer service; call centre experience would be an asset.

• You want to use your skill set to help families grow stronger, encourage couples to deepen their love and faith, ensure children are raised to love the Lord, and provide practical guidance to those who are in desperate need of hope.

What You Bring:

• Ideally, completion of a post-secondary degree or certificate in psychology, sociology, or other relevant program

• 1-2 years’ experience working in a professional office setting

• Background in church or ministry leadership roles with a keen understanding of how denominations and churches function

• Proven task management and time management skills

• Capable and willing to use technology, including the Internet; must be able to use MS Word, MS Teams, PowerPoint, Excel, Access, and Outlook

• Ability to distinguish between “counselling” and “care” and offer the latter while avoiding the former

• Articulate communicator – able to communicate effectively using the phone and other electronic media. Excellent listening skills.

• Willing and able to work as part of a team, capable of drawing on the strengths and resources of team members and the organization

• Active participant in the organization’s devotions time and able to minister to constituents on the phone.

Other Requirements

This important role requires an individual who is able to sign and adhere to our Christian Foundations and Standards.