Position:                               Wildlife Hotline and Intake Assistant (multiple positions)         

Reports to:                           Education and Outreach Manager            

Status:                                   4 or 5 month contract, 4 x 10-hour shifts

                                                Staggered shifts and work days including early evenings, some weekends and holidays

Location:                               On-site; Downsview Park (Toronto)

Start Date:                            Mid-April or ASAP thereafter

Compensation:                   $18/hour

Job Summary & Requirements:

 TWC is the only wildlife hospital in the Greater Toronto Area and one of the busiest wildlife rehabilitation centres in Canada! Up to 6,500 wild animals are admitted to the centre each year, representing over 300 different species of wildlife. Approximately 40,000 phone calls from the public are handled each year through TWC’s Wildlife Hotline.

The Wildlife Hotline and Intake Assistant plays an integral role on the TWC team. From using your superior customer service skills to greet members of the public bringing in wild animals for care, to carefully preparing detailed patient intake charts, to efficiently responding to emergency calls, to organizing wildlife rescues – you are a highly-organized and capable multi-tasker that has no problem keeping all your ducks in a row! You thrive on working in a fast-paced environment alongside passionate, friendly, and supportive co-workers. Assisting a diversity of people, you will focus your services on helping wild animals, and the people that find them, during our busiest time of year.

In addition to your essential duties, you will also play an important role in supporting TWC’s fundraising efforts. As part of the intake process, you will engage with members of the public to raise awareness about TWC's mission and encourage voluntary donations. By asking visitors for donations, providing information about how their contributions help wildlife rescue efforts, and ensuring fundraising materials are visible and accessible, you will help secure critical financial support for the organization’s operations.

Main Accountabilities:

 •         As the first point of contact, welcome and provide exceptional customer service to members of the public, volunteers and staff arriving at TWC

•         Admit incoming wild patients to TWC, ensuring proper containment of the animal

•         Complete patient intake charts with close attention to detail and accuracy

•         Under the direction of hotline shift leaders, respond to incoming emergency calls by phone or email in a timely and professional manner – assess wildlife situations, provide accurate information and resolve wildlife issues with members of the public

•         Provide educational materials to visitors as they apply to their situation

•         Discuss donation options with members of the public that arrive with an animal to be admitted to TWC

•         Coordinate pick-ups and/or rescues of sick, injured or orphaned wildlife

•         Update and maintain hotline call records in the database with precision

Job Qualifications:

Education

 •         Post-secondary education (diploma, degree, or in progress) in related field such as environmental studies, biology, animal sciences, social work, client and customer relations, emergency services communications,  veterinary or medical office administration or similar, conflict resolution or crisis management, or equivalent professional experience

Experience

 •         Demonstrated experience (1+ year) in a customer service, call centre, crisis management or emergency services role, preferably in a fast-paced environment.

Competencies

•         Hold a genuine concern for the welfare of wild animals

•         Able to maintain exceptional attention to detail while handling multiple tasks simultaneously to meet time sensitive demands

•         Highly organized and possess strong logic and problem-solving skills

•         Ability to handle exposure to high stress and emotional situations, a rotating work schedule and prolonged sitting, talking, keyboarding, and telephone calls while maintaining professionalism

•         Empathetic and able to understand the needs of callers and adapt advice to each situation and individual

•         Strong and efficient learner willing to meet challenges of receiving training on an ongoing basis

•         Energetic, enthusiastic, positive, open-minded and enjoy working with a diverse group of people

•         Experienced in using a database, and common online functions (e.g. Google, websites)

•         Able to type 40+wpm

•         Excellent written and verbal English communication skills

•         Flexible availability and willingness to work varied shifts

Assets

 •         Work or volunteer experience in a non-profit, or similar organisation

•         Fluency in a second language commonly spoken in the Greater Toronto Area

•         General knowledge of GTA and the ability to interpret maps

•         Strong natural history background ideally with a focus on southern Ontario wildlife

Physical Requirements: 

 •         Requires the ability to spend extended periods using a computer keyboard and making phone calls

•         Requires extended periods of sitting

•         Requires lifting and carrying kennel cabs containing wild patients with assistance as required

Working Conditions: 

•         This position requires working near animals and materials that may trigger allergic reactions

•         Open office/hospital environment, with noise and frequent interruption

•         Hours/shifts will fluctuate depending on job demands

•         Required to walk on concrete floors in the building